Leo Minter Email & Phone Number

Southampton, England, United Kingdom

Winchester, England, United Kingdom

Southampton, United Kingdom

Currently working on one of the biggest EPOS project Kingfisher has undergone, upgrading and transitioning both application and hardware. Working with both internal teams and external vendors as well as senior stakeholders across Europe. My duties currently include:- Working with Service Delivery managers to create new SLA targets and agreeing them with product owners, Service Management and business stake holders. - Collaborating with external vendors to transition the new EPOS system into a new managed Service.- Creating and agreeing support models with support leads and feature teams. - Creating entry and exit criteria for rollouts and ensuring project do not rollout until risks are mitigated or signed off by higher management.- Ensuring the project produce knowledge documentation and provide 1st,2nd and 3rd lines with knowledge transfer- Working closely with project team, support teams and service delivery to produce Early Life Support entry and exit criteria. - Running workshops and working with process owners such as Change, Release, Problem and incident management to ensure the agreed processes are followed or adapted where needed. - Updating the CMDB and ensuring relationship within the ITSM tool are kept up to date.- Producing reports for senior management and key stakeholders as supplier and internal teams.- Traveling to supplier sites

Southampton

Whilst working as an IT Operational Acceptance Lead under the Service Desk, i was able to successfully transition 3 large internal Service Desks to an external vendor. Travelling across Europe leading key task and ensuring higher management were up to date are up to date.• Represent the Service Desk and Access Management services in projects that are introducing a new IT service or changing an existing Service and identify, challenge and propose solutions to risks or deficiencies within a new or changed service. • Ensure that new and changed services are introduced correctly with partners • Work closely with the project, support teams and the Vendors to establish Operational Service Desk and Access Management readiness and provide clear criteria for successfully transitioning new services into vendor support.• Act as the communication conduit between Vendor Service Desks and Access Management, KITS Projects, Service Introduction teams and business functions so that all parties can work effectively to ensure that a high level of support can be provided to the end user when a new or changed service goes into production.• Educate and support internal KITS teams, Projects & 3rd Party Vendors on ways of working with partners.• Agree and define costs of service and financial impacts of new services by measuring success and addressing operational impacts. Agree additional costs with the Vendor for additional scope ensuring additional costs are communicated and agreed by the budget holder.• Ensure all relevant new service support documentation and knowledge articles of supported systems and applications are available and up to date within the knowledge base.• Monitor project implementation success via changes, incidents and requests. • Arrange and recommend ad-hoc or project training for the Vendor supporting the service, manage training both remotely or onsite at Vendor locations as and when necessary.

Southampton, United Kingdom

Build relationships and processes with KITS Service Introduction teams• Review Project Support Model Criteria documentation for Service Desk support requirements, attend project meetings and design call flows for any new systems during and after warranty period. • Ensure each project is educated on Service Desk requirements, attend project meetings and ensure future and current project resource needs are estimated and provided in a timely fashion• Monitor project implementation success via changes, incidents and requests• Ensure all relevant support documentation of supported systems and applications are available and up to date within the knowledge base site to ensure analysts have the necessary knowledge at their fingertips• Management of Service Desk Knowledge Base to maximise first time fix opportunities • Arrange and recommend ad-hoc or project training when necessary. • Attend daily operational meeting and major incident reviews• To act as escalation point for major incidents in core hours, liaising with the Major Incident team, Service Delivery, Computer Operations team, Duty Manager & Resolver groups.• Work with Service Desk Team Leaders to ensure focus is given to ensuring on going improvements are evident across the teams• Evaluate and re-evaluate Lead Operational processes on a quarterly basis.• Build and maintain effective working relationships between Service Desk shifts and KITS teams• Monitor service management interface tool, escalating errors as and when required.• Attend weekly CAB meeting documenting output via relevant communications to Service Desk and authorising changes on behalf of the Service Desk management team• Design and implement new SIP processes or procedures• Manage SDI concepts to ensure progression is achieved during audits • Deputise for UK Service Desk Manager as and when required.

Southampton, United Kingdom

Southampton, United Kingdom

Southampton, United Kingdom

Basingstoke

Day to day activities included:-preparation of food in a timely fashion -upholding to cleaning standards -working as a team to ensure all activities are archived

Comptia A+ It Technician, Microsoft Certified It Professional (Mcitp), Microsoft Certified Technolog, Information Technology

9 Gcse'S, Information Technology