Experienced & Knowledgeable Support & Service Manager with over 20 years’ experience from bottom up to management of a successful & effective support desk & project team. Investigatory & documentation skills used in processes & project planning ranging from server deployments to new bespoke development projects & minor change control. Clear and direct leadership ensuring all members of staff are operating to a defined support, development & deployment model to provide a clear & comprehensive delivery map for work items.Proactive planning & process modelling skills providing clarity between departments to give a notable increase in quality of work & output ratio resulting in a marked improvement of morale in all departments.Use of support skills to develop & manage: 1st, 2nd & 3rd tier support desk model to enable client’s issues to be resolved within agreed Service level Agreement (SLA) for legacy applications & new products. Creation of customer satisfaction survey & knowledge
Listed skills include Business Analysis, Business Intelligence, Visio, Change Management, and 27 others.