Lee Coogan Email & Phone Number

Jersey

· Ensure that the services delivered meet or exceed the expected quality standards.· Ensure that customers are satisfied with the services provided and that their feedback is heard and where appropriate acted upon.· Ensure that the service level agreements (SLAs) are met and that any deviations are proactively addressed.· Ensure that the team's performance is monitored and improved, including setting KPIs, coaching, and performance reviews.· Ensure that resources (people, tools, and equipment) are optimised to deliver services efficiently and effectively.· Ensure that any changes in service delivery are managed appropriately, including communication, training, and stakeholder management.· Ensure that the service delivery processes including Incident Management, Problem Management, Change Management operate efficiently, client communication is effective and proactive.· Identify and mitigate any risks associated with service delivery, including financial, operational, and reputational risks.· Continuously improve service delivery processes, tools, and technologies to increase efficiency, reduce costs, and enhance the customer experience.· Manage the service delivery budget, including forecasting, cost control, and resource allocation.

Jersey

• Plan and Coordinate the (non-capital) change programme considering resource constraints • Creating new programmes according to the strategic objectives of the organisation• Managing resources and ensuring timely delivery of programmes• Supervising and coordinating activities of the parties involved in the programme• Preparing reports and updating stakeholders about the programme• Resolving issues with management and stakeholders• Directly manage significant change projects• Confirming successful delivery at the programme’s completion• Perform any other reasonable duties assigned by management.

Jersey

In 2021, my Service Operations Manager role was expanded to head up both the 24x7 Operations team and the Service Desk team at C5.Key duties:• Provide line management for Operations and Service Desk teams.• Provide additional training bandwidth and guidance for the teams and team leads.• Perform other duties as may be requested to ensure and to enhance the effectiveness of Operations.• To demonstrate leadership skills to support the Operations team• To provide training and a point of escalation for technical knowledge and skills to the team.• Manage Operational activities and workflow of the teams across all shifts.• Assist with recruitment and selection.• Conduct appraisals and aid team development.• Provide essential transitional activities into Service Operations to ensure smooth take on of clients into the 24x7 support organisation.• Maintain the transition documents and processes. • Provide first/second line troubleshooting to resolve issues. • Proactive escalation of issues, and ideas for improvements where identified• Provide consistent and available operational resource during core hours to facilitate all operational activities with the rest of the business.• Adherence to associated Service Level Agreements for clients.• Client satisfaction with delivered Services.• Provide Service Management for identified Managed Service accounts.• Undertaking any ad hoc projects and tasks as required.• To respond to customer complaints or concerns and escalate as appropriate.• Be able to set up and implement client Disaster Recovery invocations.• Execute security and confidentiality within the Client Business Recovery, Company and Data Centre environments.

Jersey, United Kingdom

Since being promoted to the Service Operations Manager at C5 Alliance, my main duties are;• Provide line management for the 4 x 4 teams.• Provide additional cover for teams in the event of planned or unexpected absence.• Provide additional training bandwidth and guidance for the teams and team leads.• Perform other duties as may be requested to ensure and to enhance the effectiveness of Operations.• Check with Operations team leads periodically to ensure that they meet run sheet timelines.• To demonstrate leadership skills to support the Operations team• To provide training and a point of escalation for technical knowledge and skills to the team.• Manage Operational activities and workflow of the teams across all shifts.• Assist with recruitment and selection.• Conduct appraisals and aid team development.• Provide essential transitional activities into Service Operations to ensure smooth take on of clients into the 24x7 support organisation.• Maintain the transition documents and processes. • Provide first/second line troubleshooting to resolve issues.• Proactive escalation of issues, and ideas for improvements where identified• Adherence and support of the Take PRIDE service culture • Provide consistent and available operational resource during core hours to facilitate all operational activities with the rest of the business.• Adherence to associated Service Level Agreements for clients.• Client satisfaction with delivered Services.• Provide Service Management for identified Managed Service accounts.• Undertaking any ad hoc projects and tasks as required.• To respond to customer complaints or concerns, and escalate as appropriate.• Be able to set up and implement client Disaster Recovery invocations.• Execute security and confidentiality within the Client Business Recovery, Company and Data Centre environments.• Assist with the creation of client proposals and contracts.

After 18 months of being the Operations Lead Technician, I was offered the role of becoming the Service Operations Development Manager. I am now more involved in the day to day management of Operations and solely responsible for the training and development of the department.Since starting this role, I have become the first point of escalation in operations and responsible for all development needs within operations.Some of my main responsibilities are:-Manage the day to day tasks within operations-Own the development and training of operations-Provide additional cover for teams in the event of absence -Provide a point of escalation for technical knowledge and skills to the team-Assist in appraisals and aid team development-Assist in essential transitional activities into service operations to ensure smooth take on of clients-Client satisfaction with delivering a service-Ensure all Jersey IT services client processors and procedures are kept up to date-Attend and take actions from the Risks and Issues meetings-Attend and take actions from the CAB meetings-To respond to customer complaints or concerns

A further 5 months into my time at C5 Alliance and a role as the operations lead technician was created and offered to me. This role was created to mainly organise and maintain the training of the whole of operations as well as assisting the operations manager with various tasksSince starting in this role I have become a point of contact for operations and had a lot more client interaction.Some of my main responsibilities are:-Provide assistance to the operations manager -Provide additional cover for teams in the event of absence -Provide a point of escalation for technical knowledge and skills to the team-Assist in appraisals and aid team development-Assist in essential transitional activities into service operations to ensure smooth take on of clients-Client satisfaction with delivering a service-Ensure all Jersey IT services client processors and procedures are kept up to date-Attend and take actions from the Risks and Issues meetings-Attend and take actions from the CAB meetings-To respond to customer complaints or concerns-Keep track and organise training for Operations

Less than a year in my role at C5 Alliance of an operations technician I was offered a promotion to become a 2nd In Line. This follows mainly the same sort of role as an operations technician but with the fact that I am the 2nd person in my team that co workers will look to with queries. I am also tasked with slightly more interesting/complicated issues to look into and resolve compared to a usual technician. I am also sometimes an acting shift leader (1st) whenever my shift leader is off. This means carrying out shift leader duties such as managing the team and ensuring all tasks are done. An operations technician performs business as usual tasks as per procedure also providing out of hours 1st line support for various clients. The operations team is at the heart of IT services providing a quality service higher then that which clients could achieve for themselves, 7 days a week 24 hours a day. Some of my responsibilities include: -Updating internal documentation & procedures, also updating client procedures & runsheets - Acting team leader when needed, this involves taking on any random team leader duties that may be given to me as well as managing other members of the team. -Operating computer systems on behalf of clients and for the company. - Carrying out both console and peripheral operational duties. - Monitoring of systems via either client or company solutions. ·Liaising with clients via email, phone and in person to inform of any hardware/software issues and working with the client to resolve were possible. ·Maintaining and monitoring C5 and client systems for hardware /software issues. Resolving issues if possible, escalating them to 2nd and 3rd line support when applicable. ·Using Entry level skills on a wide range of technologies such as active directory, citrix, Symantec backup exec and IBM AS400. ·Providing basic training to new employees of all monitoring systems, call logging systems and AS400 support.

An operations technician performs business as usual tasks as per procedure also providing out of hours 1st line support for various clients. The operations team is at the heart of IT services providing a quality service higher then that which Clients could achieve for themselves, 7 days a week 24 hours a day. Some of my responsibilities include: -Updating internal documentation & procedures, also updating client procedures & runsheets - Acting team leader when needed, this involves taking on any random team leader duties that may be given to me as well as managing other members of the team. -Operating computer systems on behalf of clients and for the company. - Carrying out both console and peripheral operational duties. - Monitoring of systems via either client or company solutions. ·Liaising with clients via email, phone and in person to inform of any hardware/software issues and working with the client to resolve were possible. ·Maintaining and monitoring C5 and client systems for hardware /software issues. Resolving issues if possible, escalating them to 2nd and 3rd line support when applicable. ·Using Entry level skills on a wide range of technologies such as active directory, citrix, Symantec backup exec and IBM AS400. ·Providing basic training to new employees of all monitoring systems, call logging systems and AS400 support.

Management Information Systems, General

During my time at St. Helens College I gained the following qualifications: -NVQ in basic plumbing studies -NVQ Level 2 in Information.

Education record

A-C GCSE's in the following subjects: -English Literature and Language -Mathematics -Double Award Science -History -Graphics -Information.