Laurence Mcdonald Email & Phone Number

Birmingham, United Kingdom

Wesleyan Financial Service is a leading Assurance company selling and maintaining policies to clients in the Medical and Professional markets. I am responsible for the Wesleyan IT Problem Management process which aims to minimise disruption to the business by both reactive and proactive identification and management of Problems through to closure, ensuring customer satisfaction is maintained and embedding a culture of continuous improvement;• Developed, implemented and currently operating the Wesleyan IT Problem Management process in alignment with the ITIL best practice• Ensure Problem records are maintained and reviewed within the IT Service Management tool and actions assigned to relevant IT functions in order to progress• Drive and control Problem Management activities through to resolution• Conduct Major Incident Reviews to establish root cause and necessary remedial actions• Perform trend analysis on Incidents reported in order to identify underlying issues and to develop effective responses aimed at improving or eliminating such issues• Cover the Change Management, Incident Management and Major Incident Management roles when necessary• Identify and apply Service Delivery process improvements and continuous improvement ideas across IT

Birmingham, United Kingdom

Senior IT Service Desk Analyst and Service Support ManagerWesleyan Financial Service is a leading Assurance company selling and maintaining policies to clients in the Medical and Professional markets. Supporting the internal office staff and home-based sales staff with;• Assisting in the project management & implementation of new or upgrading of existing hardware & software including the companies move of over 1000 mobile & data connections from Vodafone to EE • Provision of daily/weekly/monthly MI information to Department heads & directors• First line telephone and email support including analysis, diagnosis and where possible resolution of desktop, laptop, printer, telephone and application problems – targeted at and achieving a 50% First-Time-Fix rate• Assigning & managing the call logging and resolution process for the IT Department• Act as liaison between users and the IT Department to resolve issues• Attained Elite status in 2013 for my contribution to the company during 2012• Final year acting as Service Support Manager covering Maternity Leave which included managing Service Desk and Desktop Support Teams

Birmingham, United Kingdom

Customer account investigation based on reports from Service Centre’s, Branches or system rule infringements using a variety of databases and information sources to decide if disclosure to the authorities is required if fraudulent or suspicious activity is found and write necessary report of account activities and suspected use

Birmingham, United Kingdom

Wesleyan Financial Service is a leading Assurance company selling and maintaining policies to clients in the Medical and Professional markets. Supporting the internal office staff and home-based sales staff with;• first line telephone and email support including analysis, diagnosis and where possible resolution of desktop, laptop, printer, telephone and application problems – targeted at and achieving a 50% First-Time-Fix rate• assigning & managing the call logging and resolution process for the IT department• act as liaison between staff and the IT department to resolve issues• provision of daily/weekly/monthly MI information to department heads & directors

Solihull

IDN Telecom Plc (now part of Redstone Telecom) is a supplier of Business Telecoms Solutions• 1 year as a Senior Billing Analyst o a highly data-intensive role handling billing queries (both written and verbal), billing reports, call & rental data management and responsibility for ensuring both the inward and outward billing is correct• 3 years (1 as Team Leader) as a Customer Account Managero project manage the transfer of existing telephone service for a number of high profile national companies from their existing provider to IDN plus additional installations, call routing, faults and ADSLo manage the distribution of work between members of my team, report progress on customer transfers to Management and act as an escalation point for all problemso NGN Operations Manager – managing all 08/09 connections, intelligent plans and network porting

Solihull

I worked for this company when it was called SSTUK Ltd and then Gridcom UK Ltd, prior to the change in name to National Grid Wireless.Gridcom UK Ltd were a leading mobile telecoms infrastructure provider• 1 year managing the change control process for sites offered/ transferred by SST’s joint-venture partners Transco. o changes could be raised by both parties which had to be agreed, legal documents revised and operational boundaries amendedo I helped instigate a formal process for requests and designed an MS Access database to manage the procedure• 1 year as Project Manager for the delivery of all Transco site offers. o discuss and agree site profiles (assessing cost, time to transfer/build and the issues affecting transfer), updating/checking site info on the customer database including adapting the database to hold the data, assigning each site a marketing status and reporting progress to senior management

Solihull

Originally BG Property Holdings Ltd, then Lattice Property and now National Grid Property LtdBG Property Holdings Ltd owned and managed the non-operational property owned by British Gas• Second to the Asset Management Business Manager, working on all the major data projects required by the business including building insurance, CCA valuations, developing additions to the main business database to hold project information and managed a team of people producing site plans for legal registration with HMLR.

Computer Software Engineering

Foundation Yr Applied Software Engineering, Computer Science

Gcse'S And A Levels, Varied