Lee Morrell Email & Phone Number

Manchester, Gb

Manchester, United Kingdom

Manchester, United Kingdom

This position focused on the Security and Compliance aspect of IT management as well as the general quality of Service that was delivered to each customer. I was responsible for managing four accounts to ensure that their servers, devices and software were kept aligned with security standards and adhered to an ITIL framework. This was a demanding role, as the customers had specific service level agreements that needed to be met, and also IBM sets very tight security standards with their clients, and each environment is monitored and scrutinised very closely by Auditors to make sure that all set target dates are met. Key Aspects of Role:• Security Compliance and Risk Management• Chairing and attending weekly conference calls/meetings with key stakeholders and internal personnel• Customer Relationship Management• Project Management• Change Management• Problem Management• Incident Management• Release Management• Backup & Disaster Recovery• Performance & Capacity Management• Software License Management• Service Activation / Decom work• Reporting

Manchester, United Kingdom

Responsible for the management of the relationship between IBM and two of it's major clients. My role was to ensure that IBM delivered satisfactory service to the customer and adhered to an ITIL framework.

Manchester, United Kingdom

Managing and coordinating teams of engineers/resolvers to provide IT support for companies (UK & Overseas), whose infrastructure had been outsourced to IBM.The focus of this position was geared towards the management and handling of any high severity incidents from the time that they were supported by clients to the resolution.

Manchester, United Kingdom

Manchester, United Kingdom

The position involved the diagnostic handling and management of incoming calls relating to I.T. related technical problems and queries from various Corporate Clients based in the UK, Europe, and the USA. The role has included regularly informing clients of the performance of their wide and local area networks and obtaining feedback on the level of customer satisfaction.Worked within a team of 10 people and was responsible for training new staff.