Sean Mcquillan Email & Phone Number

Reading, Gb

Reading, United Kingdom

- Supports delivery of High Touch Technical Support program to major accounts. .- Ensures follow-up and closure of critical problems with large strategic customers- Uses standard tools to receive alerts and monitor status of new customer service requests (cases) pushing through to resolution- Regularly interacts with Cisco's customer and internal teams in a coordinated fashion to ensure problem resolution - Maintain a good relationship with the customer during the course of the problem resolution process through the effective use of email, telephone, NetMeeting, video conferencing and other collaboration methods.- Co-ordinates root cause analysis upon customers request

Winnersh

Worldline e-Payments Service Delivery Manager AuP (Atos Unified Payments) application and service on a day-to-day basis, working alongside multiple internal colleagues both within the UK and outside providing a PCI Compliant service to our customer base.Service Delivery Manager for multiple customers delivering Website, App, and Payment Services to a high standard.Development and maintenance of SLA, OLA and contracts to ensure that the customer gets the quality of service required for a successful partnership.Change, Incident, Problem Management and Disaster Recovery- working across the organisation to ensure that Incidents are dealt with promptly and using proactive and reactive Problem Management to reduce the number of incidents, by understanding root cause and implementing mitigation/removal strategy.* Service point of contact for client and third-parties* Point of escalation for all incidents* Manages major incidents (P1s and P2s)* Prepares Major Incident Report (MIR) for all P1s and P2s* Ensures incidents, service requests, problems and changes are appropriately resourced* Facilitate problem resolution by working closely with technical teams* Prepares monthly Service Review Report* Reports on performance against the SLA at Service Review meetings with the customer* Drives Continual Service Improvement* Governs Service Management processes* Project management of small to medium-scale projects

Reading

Business Continuity Management & IT Disaster RecoveryResponsible for the development maintenance of multiple Business Continuity Plans, Exercises and invocations for a large Defence organisation. Working closely with top level management, Risk Managers, Service Managers and stakeholders to ensure that appropriate Recovery Time Objective and Recovery Point Objectives could be met.Identifying Single Points of Failure and putting actions in place to fully mitigate threats.Working with technical teams to ensure that multiple IT services and the Data Centres had appropriate IT Disaster Recovery Plans in place. Exercising the plans to ensure that they were accurate and realistic.

Aldermaston

Responsible for assuring that the team maintained the private telephone network. Supplier Management, Project Management, Incident Management, Service Desk, Release Management, Change Management

Farnborough

Ran a private network for QinetiQ. Trained to work on Avaya, Siemens, Mitel, Meridian, Cisco PABX's

The BT Network Operations Centre supports private Voice and Data network services toQinetiQ and Accenture across 50 sites with over 10,000 employees.In my role as Telecommunications manager I was responsible for the management of thesystems and team that centrally monitor and repair any faults on the network, also co-ordinate and control planned service outages and upgrades.Project management including recommendations for the technical design andimplementation of new technologies onto the network.Other services provided on the network include:- ADSL VPN, Video conferencing,ACD, Tiger call logging, billing, centralised operator/directory services and voicemail.In my position as NOC Telecoms manager I would:--Hold regular service meetings with our customer to analyse service deliveryperformance and discuss new business opportunities that can improve and expandservices.-Co-ordinate presentations to the customer to demonstrate these ideas moregraphically.-Motivate, lead, coach, manage and support my team of 8 to help achieve a moreefficient management of the network and a happy working environment.-Own escalated team, customer and supplier issues.-Lead complex delivery projects across multiple sites ensuring all installations andupgrades are carried out and documented to the JSP440 and JSP480 standards.-Hold regular service meetings with 3rd party suppliers, customers and internalteam/managers meetings.

Farnborough

Farnborough

Engineer’S Degree, Electrical & Electronic Engineering, Hnc

B, Mathematics; English Language, Physics Design & Technology, Graphical Design & Art, B

Activities and Societies: Golf, Rugby, Football, Cricket Cardinal Godfrey R.C. School GCE O'levels Grade

Btec National Diploma, Engineering, Distinction