Martin Williams Email & Phone Number

Preston, Lancashire, United Kingdom

Didsbury, Manchester

• Role SummaryResponsible for the operation of the IS incident and problem management processes globally. To work closely with internal and external stakeholders to manage and resolve technical issues and incidents.
• Global responsibility for the delivery of Incident and Problem Management services by both internal and external suppliers
• Responsible for conducting incident management activity and invoking the root cause analysis for Major Incidents
• Manage communications with key-stakeholders for major incidents.
• Drive the analysis of trends from multiple data sources to drive future service improvements and provide input and direction for the implementation of Service Improvement Plans
• Manages all aspects of Problem Management and ensures that the Known Errors database is maintained and up-to-date.

Leyland

• Role SummaryResponsible for the Introduction, development and continual improvement of Problem management within the organisation engaging with 3rd party suppliers, key stakeholders and customers to identify areas of.
• Responsible for the transformation of service including problem management, Incident management, major incident management. Change management, continual improvement, service desk and managed service.
• Key Stakeholder in the Change Management Board (CAB) for all changes
• Development of the ITIL Problem Management framework. Documenting the processes, procedures and standards defined (Incident Management, Problem Management, Change & Release Management)
• Introduction of Pro-Active monitoring and integration with corporate solutions on Premise and within the Data Centres.
• Restructure of the service teams to accommodate the framework and processes to improve the efficiency and effectiveness of the organisation

Preston, United Kingdom

• People management:- Lateness, Annual Leave, Sickness, reports, back to work interviews, workload management, SLA management, 121s and APRs, Performance Improvement plans and Disciplinary measures where appropriate
• Attending meetings, caretaking projects, chairing team meetings and completing daily, weekly and monthly reports
• Chairing calls for quarterly system releases. Highlighting potential problems and resolution of issues that occur after release.
• Conduct trending on incidents to determine impacts on the service desk and raise appropriate problem records.
• Document workarounds and root cause fixes within knowledge base articles and mentor staff to apply workarounds and root cause fixes.
• Identify changes in process and procedures that impact service related to problem records as part of continuous service improvement.

Preston, United Kingdom

• People management:- Lateness, Annual Leave, Sickness, reports, back to work interviews, workload management, SLA management, 121s and APRs, Performance Improvement plans and Disciplinary measures where appropriate
• Attending meetings, caretaking projects, chairing team meetings and completing daily, weekly and monthly reports
• Chairing calls for quarterly system releases. Highlighting potential problems and resolution of issues that occur after release.
• Conduct trending on incidents to determine impacts on the service desk and raise appropriate problem records.
• Document workarounds and root cause fixes within knowledge base articles and mentor staff to apply workarounds and root cause fixes.
• Identify changes in process and procedures that impact service related to problem records as part of continuous service improvement.

Chorley

• Desktop Support, Moving of equipment, Installation and changes including new PC’s, Printer’s, Scanner’s, Laptops supporting up to 600 CSC onsite staff and 1500 R on Windows operating systems from 3.1, 95 and NT later.
• Software support of all products from Office suit, Visio, Attachmate, Hummingbird Terminal services, Citrix clients, SAP, Oracle and many other daily PC software products.
• Conduct trending on incidents to determine impacts on the service desk and raise appropriate problem records.
• Document workarounds and root cause fixes within knowledge base articles and mentor staff to apply workarounds and root cause fixes.
• Identify changes in process and procedures that impact service related to problem records as part of continuous service improvement.
• Primary support for an MOD contract of 1500 onsite staff where users were on a separate domain using Novell Netware 4.2 & 5.

Education record

Education record