Mark Meddings Email and Phone Number

Continuation of Desktop Support functions following TUPE transfer from Phoenix IT to Hemmersbach

Provided 2nd/3rd line support on behalf of IBM Global Services to over 8000 office or home based users, including 24/7 on call support for high priority/pervasive incidents. Incident, problem and change management in line with ITIL best practice. Dealt with all levels of employees from call centre staff to senior directors.Worked with trusted partners (such as Vodafone, TCS, M2, and SCC) to ensure a seamless service was delivered to the client.Managed resource across sites to… Show more Provided 2nd/3rd line support on behalf of IBM Global Services to over 8000 office or home based users, including 24/7 on call support for high priority/pervasive incidents. Incident, problem and change management in line with ITIL best practice. Dealt with all levels of employees from call centre staff to senior directors.Worked with trusted partners (such as Vodafone, TCS, M2, and SCC) to ensure a seamless service was delivered to the client.Managed resource across sites to ensure incidents were handled quickly and efficiently.Worked to deliver company-wide hardware/software refresh projects. Local and remote software installations and patching. Dell certified hardware engineer.Carried out Disaster Recovery planning and testing at various UK locations. Show less

Continuation of Desktop Support functions following TUPE transfer from Manpower to Phoenix IT

Commencement of outsourced services to IBM Global Services

Management of Desktop Support function providing support to 850+ users at office locations in Birmingham and Ipswich and remote users nationwide.Contributed to the maintenance of technical Disaster Recovery plans, participated in scheduled DR tests and live invocations. Ensured the team was positioned to enable speedy restoration of all Production services.Ensured processes were managed across the team to ensure availability and integrity of service was maintained. Promoted… Show more Management of Desktop Support function providing support to 850+ users at office locations in Birmingham and Ipswich and remote users nationwide.Contributed to the maintenance of technical Disaster Recovery plans, participated in scheduled DR tests and live invocations. Ensured the team was positioned to enable speedy restoration of all Production services.Ensured processes were managed across the team to ensure availability and integrity of service was maintained. Promoted ‘Best Practice’ that was consistent with ITIL guidelines.Managed and developed relationships with external suppliers (such as TCS, Cable & Wireless, SCC & IBM) to ensure delivery to SLA was maintained and a cost effective, value for money service was received from them. Show less

Following consolidation and relocation of Legal and General’s AS400 servers to South London, my role changed to focus more on supporting the Desktop environment.2nd/3rd line support, Resolved incidents, investigated and solved problems assigned from the Service Desk and liaised with other specialist support teams and third parties to ensure proper implementation of solutions (in accordance ITIL procedures).

Provided 2nd and 3rd line support for all AS400 related issues. Monitored and maintained job schedules. User administration, Disaster Recovery planning and testing.Creation and running of administration programs using native AS400 program language (CL). Performance monitoring/tuning, capacity planning, planning and implementing PTF/software installations and hardware upgrades.

I worked within a team to implement a new AS400 based Insurance system into L&G.Gathered business requirements and translated detailed business rules in to the original system specification, Worked closely with Programmers to ensure delivery of the product to our designs. Designed Test Plans to carry out end-to-end systems testing. End-user training and post-implementation support.

Customer facing role, dealing with home and motor insurance.