Luke Hyde Email & Phone Number

I’m an experienced Technical Support Specialist having worked in the Service Operations area in Situation Management, Batch Application Restart & Recovery, Scheduling Support, Incident Problem and Change Management fields in Mainframe Computer Operational and Distributed Systems environments for more then 25 years.I have a strong commitment to supporting the customer, and a focus on client relationships to maintain optimal productivity.Responsibilities have included - ● Situation Management 1st/2nd Level Support of Batch Application Restart & Recovery of Incidents and Problems.● Batch Service Level Delivery’s of SLA’s to ensure critical functions are available at required times.● Provide Operational Support to all Stakeholders - Internal/External Onshore/offshore users Vendors/Suppliers.● Business and after hours Batch Scheduling Support functions & activities, Change Management activities, Disaster Recovery Participation● Major Incident Management where critical functions have been impacted● Processes and standards are adhered too, ensuring service quality, audit responsibilities are met,potential incidents and problems do not eventuateExperience has included● Dealing with multiple incidents simultaneously in a high workload environment, whilst prioritising the work and providing attention to detail● Working on diverse complex incidents encompassing multiple departments and stakeholders where depth of evaluation and knowledge has contributed to resolution● Working and dealing with onshore/offshore users/vendors/departments/business.● Use of multiple scheduling software, incident management packages, operational support software to deliver operational requirements● Continual service improvement by standardising processes, eliminating repetitive events such as message reduction● Working 7 x 24 rosters, working from home, overtime, on call situations whilst ensuring customer and service delivery expectations are continually met and achieved