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, translating technical terminology into a business friendly language and ensuring robust and effective process are in place with accountabilities including:• 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.• Interacting closely with suppliers and Service Delivery Managers • Act as key escalation point for high-priority service level failures, and drive the resolution• Developed and maintained operational relationships with major suppliers• Developed and created management reporting• Contributed to the creation and management of the overall vision, strategy,• Drove and delivered special Service Improvement projects / strategic initiatives as requiredKey Achievements• Delivered Problem management training and awareness webinars to all of IT.• Defined the cost to Syngenta of an incident to highlight key productivity savings and where these can be made• Improved the problem management adoption from 15% to 35%• Improved the problem management quality form 15% to 60% with key suppliers• Improved proactive problem management from 10% to 60% with key suppliers• Designed and implemented the Major Incident Management process• Key member of the IT culture champions to drive the culture within Syngenta IT

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 improvement and key issues to address with accountabilities including:• 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• Conduct trending on incidents to determine impacts on the service desk and raise appropriate problem records.• Prioritise problems records through appropriate scoring determined by impact, cost and business reputation.• Provide customer on site investigations of workflow methods when required to assist in root cause diagnosis of problem records.Key Achievements• Introduction of the European foundation for Quality Management framework (EFQM) • Development of EFQM to bring about change of culture within the organisation• Design of a unique problem management scoring system to identify problem records impacting the business the most based on cost, impact, occurrence clinical risk amongst other factors• Design of Virtual Visual boards to provide dynamic data on problem records impacting the business the most• Restructure of the Service desk to reduce open incidents from over 1200 to below 200

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.• Working to SLAs, KPIs and GOS targets and ensuring team members hit targets.• New work take on scoping, training, implementation and documentation.• Create or update procedures and document management and to gather together and update the knowledge base for all applications supported.• Liaising with 3rd line support groups or other specialised service desks for queries, faults and escalations as appropriate.• Document management, writing process documents and updating and maintaining them on the document management tools and Microsoft SharePoint• Siebel CRM 6, 7 & 8 Platform Administrations. Users profile creation and changes, Customer Account Creation & Support. Orders, activities, prospect and all other aspects of system administration.

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.• Working to SLAs, KPIs and GOS targets and ensuring team members hit targets.• New work take on scoping, training, implementation and documentation.• Create or update procedures and to gather together and update the knowledge base for all applications supported• Liaising with and 3rd line support groups or other specialised service desks for queries, faults and escalations as appropriate.• Siebel CRM 6, 7 & 8 Platform 1st & 2nd line support• Proactive and reactive fault resolution.• Clarify Fault logging tools.• Remote control tools, VNC, Netmeeting & Microsoft Lync.• Citrix client support• Oracle support and updates for Siebel clients

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 migrating and upgrading to Windows 2000 and XP. • 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.• Primary support for 600 CSC Staff working across many contracts• Server Support of Windows NT 4.0, Windows 2000 and XP, Novell 3.11, Novell 4.2 and 5• Server update’s and roll back procedures• Server upgrade’s including software, hardware and rack building Data backup’s using ArcServe, Backup Exec and NetBackup at remote sites• Account creation and administration• Anti-Virus deployment using F-Prot for the Desktops and eTrust for the Servers and roll out to PC’s remotely using KixStart• Reactive and proactive problem resolution.• Responsible for IP assigning and heavily involved in the move from a static IP set up to Dynamic DHCP and the support of these servers across 7 Royal Ordinance sites.

Education record

Education record