Bill Compton Email & Phone Number

Windsor

- Supports the wider EUC team on the technical and user experience road map, aligning to Centrica core strategy and objectives- Manages the uptake and usage of EUC services, including O365- Contributes in defining road maps and strategy- Provides value to the business by Identifying opportunities to drive business value and cost savings by using technology and process to remove costs- Feed in to core business strategy Ensures Centrica staff are aware and use the latest EUC technology- Continually increases the use of 0365 and other EUC technology- Ensures processes are in place for users and other interested parties to be kept informed of the tools available to them- Ensures that training material is available and easily accessible- Working closely with IS Architecture, ensures the effective identification of new trends and solutions and their impact on Centrica- Work closely with suppliers including Microsoft to keep knowledge current- Assisting with the diagnosis of performance-related incidents and problems- Ensures service improvement plans are initiated and managed to drive continual improvement- Communicate clearly and proactively with senior executives and other key stakeholders, avoiding escalations and ensuring common understanding of status and outcomes- Lead governance and operational meetings to support the overall end to end delivery of a successful service

Windsor

- Provide first and second level support to IS Core Functions systems required to deliver services to the business - Deal with incidents in a timely manner and producing any appropriate reporting and database needs - Daily administrative system checks and reports - Resolution of incidents and problems within SLA - Liaison with other 2nd and 3rd level resolver groups where their assistance is required - Escalation of calls internally or externally as required - Developing common ways of working across multiple systems and applications - Sharing any knowledge gained with other team members and providing guidance to others where required - Development and implementation of new support procedures - Working as part of any Project implementation team on new systems in order to ensure standards are met to enable operational support and that appropriate impacts are considered - Support the maintenance of service continuity plans and conduct continuity tests according to defined frequencies and standards - Desk-side support as required to provide application and systems support to users, delivery and configuration of desktop tools - Ensures that service delivery is monitored effectively, both internally and for vendors, and that identified actions to maintain or improve levels of service are implemented so that agreed service level agreements with the business can be met.

Staines

- To Manage/co ordinate incident investigations/resolution and the resources involved- Responsible for the creation/progress of agreed action plans- Manage the incident queues and set priorities for the incident analysts- Communicate/escalate on P1/P2 issues ensuring that the communication process/OLA’s are adhered to- Responsible for the effective escalation in cases where the incident resolution progress is being hindered/stalled in any way.- Responsible for the achievement of Operational Level Agreements (OLAs) with the internal resolving groups, monitoring any deviance from the standards.- Work with Team Leader to ensure the correct level of incident management resource’s are available to meet ongoing workload- Ensure that service availability and performance meet published Service Level Agreements.- Assist the Problem Management team to ensure root causes are identified- Assist with the production of management information, including team performance and resolution rates.- Assist with post incident investigations- Assist & support the team leader & incident analysts- Proactively highlight improvements & ensure these are captured & progressed

Feltham

To provide 2nd line support on all Windows XP and 2000 Desktop and Laptop issues and 1st line support on ADSL/3G/WIFI/ISDN/Dialup issues to 12,000 home working/remote users and 18,000 desktop users in the UK and offshore. To Provide 3rd line technical support to the rest of the team and business. Ongoing Windows 2000 ADS Administration and Windows NT Domain Administration and Queue Administration using HP Openview.

To provide 2nd line support on all Windows XP and 2000 Desktop and Laptop issues and 1st line support on ADSL/3G/WIFI/ISDN/Dialup issues to 12,000 home working/remote users and 18,000 desktop users in the UK and offshore. To Provide 3rd line technical support to the rest of the team and business. Ongoing Windows 2000 ADS Administration and Windows NT Domain Administration and Queue Administration using HP Openview.

London, United Kingdom

To provide 1st line support on all Windows XP Laptop issues. Ongoing Blackberry Enterprise Server Administration and Handheld commissioning and decommissioning.Conducted a 1,000 RIM Blackberry Handheld rollout including establishing Stock control system.