Karl Johnson-Taylor Email & Phone Number

Reading, Reading, United Kingdom

Abingdon

Accountabilities:• Manage ticketing system and review performance• Review, propose and implement new process improvements• Escalation point for any issues related to:- User on / off boarding, building & recovering machines, mobiles, tablets- Active Directory (2012) and Office 365 account and email admin- Windows 10 computer and Apple Mac support- Mobile and VOIP telephony support- Support of JIRA, Sage200, Confluence, Salesforce• Deployment of mobile… Show more Accountabilities:• Manage ticketing system and review performance• Review, propose and implement new process improvements• Escalation point for any issues related to:- User on / off boarding, building & recovering machines, mobiles, tablets- Active Directory (2012) and Office 365 account and email admin- Windows 10 computer and Apple Mac support- Mobile and VOIP telephony support- Support of JIRA, Sage200, Confluence, Salesforce• Deployment of mobile device applications covering sales productivity & Network build management• Build & fit out of new remote offices Show less

Reading, United Kingdom

Accountabilities:Day to day operational lead of the UK service desk, managing a team of 4 people onshore and 6 people offshore. Handling 1500 individual contacts per week, supporting 4500 internal customers across the UK and Nordics.Achievements:• Deployment and adoption of web-based chat service as a contact method of the desk• Sustained key KPI’s across the desk

Reading, United Kingdom

Accountabilities:Escalations and work load management from the front line staff. Management of VIP support within the business, including offsite visits from global CEOAchievements:• Implemented reporting metrics for the service desk• Improved customers satisfaction of interactions with the service desk by 20%• Design and implementation of VIP support model• Successful onboarding of new IT Service Desk Manager

Reading, United Kingdom

Accountabilities:To design, support and implement technology projects within the Compute environment. Achievements:• Design and implement Windows 7 rollout• Manage closure of a major site, relocate staff and ensured a smooth transition to the new location

Department restructuring led to merging of Direct services role with IT Service Desk.

Back line support for end user services. Key point of contact for the customer experience

Theale

Frontline and second line support of the environment. Migration of business from Lotus Smartsuite to MS Office. Development and implementation of Windows 95 /XP builds

- Asssited with the creation of the department.- Direct contact with end customer to understant why they were cancelling their contracts and then offer them deals to stay.