Mark Thornton Email & Phone Number

Milton Keynes, GB

Milton Keynes, GB

Hemel Hempstead, United Kingdom

• Transition of inhouse to outsourced support of onsite team
• Transfer of Service Desk and EUC service from Atos to HCL and then to Infosys
• Delivery of multiple device refresh programmes to in excess of 2500 colleagues per programme
• Implementation of MS Teams to circa 3500 colleagues and upgrade of circa 60 meeting rooms
• Transition of an office based to hybrid working model including full redesign of head office working

Victoria, London

• Introduction of SDI best practice model to an in house team of Service Desk Analysts
• Implemented and delivered divisional IT operational reporting to reduce incident volumes by 30%.
• Knowledge sharing through in house conferences and hosting web chats with remote teams within Branches throughout the UK and India
• Delivered structured request management to improve fulfilment by 50% through offshoring and system improvement activities.
• Delivered substantial cost savings through offshoring and service alignment activities.

Gateshead

• Service Desk Manager for Managed Services Significant client base
• Service Desk Manager for Shared Services (end user support)
• Accountable for Incident Management Process
• Manage Customer Services, Technical Service Desk Tier 1 and Tier 2
• Development of Strategy, Operational Plans, SDI and ITIL aligned processes
• Implemented Performance Management, PDP and Objectives across the service

Responsible for the delivery of multi discipline Service Desk 1st and 2nd Line to over 900 customers across 2 locations. The desks handle over 22000 contacts per month driving circa 16k incidents / changes / problems per month. Achievements:Drove continual improvement of incident management process.Improved Service Desk Average Speed of Answer by 40%10%.

Letchworth

Managing delivery of Service Desk, Incident, Knowledge and problem management functions with 50 1st – 3rd line analysts major foodservice provider in UK and Eire. Team handling circa 14000 contacts per month generating circa 10k incidents.Achievements: 20% Open incident reduction while reducing the number of incoming “chase” contacts to the.

Oxford

Managing 4 service desk analysts to set KPI’s and SLA’s across multiple locations. Achievements: Implementation of new ITIL based Service Management software and processes.

Milton Keynes

Management of multiple technical teams delivering remote technical support across multiple locations and customers to ITIL Standards. Achievements: Centralisation of Request Management function and off shoring of Second and Third Line to South Africa.

Milton Keynes

Managing a 2nd line team supporting a major banking customer with 15000 Clients and 1100 Microsoft based Servers across multiple locationsAchievements: Reduction of open incidents by 40%Computacenter Silver Award

Milton Keynes, United Kingdom

Working as part of a 2nd line team supporting a major banking customer with 15000 Clients and 1100 Microsoft based Servers across multiple locationsAchievements: Whilst working as a Second Line Analyst I also supported 4 request management analysts on a secondment as team leader delivering an average of 40 requests per analyst per day.

Milton Keynes

Achievements:Design and implementation of revised Windows Server 2000 infrastructure to reduce number of servers from 1500 to 1000 in a 2 year period.