Developed and implemented a Major Incident Management Process, including communication templates and framework, client contact management, with a focus on driving technical teams to perform timely investigations and root cause analysis. Responsible for declaration, communication, management and escalation of all service impacting incidents across the business. Lead investigation and take ownership of Major Incidents including documenting and tracking progress and the timeline through to resolution. Identified and tracked all preventative measures identified from Major Incidents to prevent recurrence. Produced Post Incident Reports in line with SLA’s documenting timelines of events, root cause analysis, lessons learned and preventative measures identified. Provided regular reporting on Major Incident Management performance metrics and KPIs.

• Assisted in the design, implementation, and training of a new global Proactive Problem Management Process.• Developed and reported on global KPIs to board level on the performance of Problem Management as a business. • Worked as a representative from Problem Management to assist on a consultative basis in the roll out of an AI Operations Project Pilot.• Identified opportunities for automation in an effort to drive down recurring incidents and events. • Chaired regular global meetings with support teams to identify and drive resolution of highest costing problems. • Regularly review and manage the Known Error Database.• Be a direct point of contact for clients for any Proactive Problem Management queries.• Engage external auditors to demonstrate the effectiveness and documentation of Problem Management processes to ensure standards were met to allow certification (i.e. ISO 20000, Microsoft Azure).• Participated in a Senior Management on-call rota to handle high-level hierarchical escalations out of hours.

• Dealt with all aspects of handling critical Major Incidents including engaging technical teams, triaging calls, co-ordinating service restoration activities, and communicating all relevant details to key business and client stakeholders.• Documenting all details related to Major Incidents: persons and teams engaged; service restoration activities; associated results; root cause results; preventative action items for Problem Management.• Conducted after-action reviews and RCA investigations with all parties actively engaged during a Major Incident and participating as needed in the Problem Management process as part of the investigatory team.• Managed and participated in Kepner-Tregoe analysis on long-standing problems with unknown causes.

• Ensono acquired Attenda in September 2016, so I continued my role as Shift Team Leader with the same roles and responsibilities.• Worked as the senior point of technical escalation within operations out of hours.• Managed and prioritised all tickets and service requests within the queue.• Coached team members as part of their development, including quarterly performance reviews and team meetings.• Took a leading role in the analysis and resolution of problems as raised by the problem management function and clients.• Provided 2nd line support.

• Worked as the senior point of technical escalation within operations out of hours.• Managed and prioritised all tickets and service requests within the queue.• Coached team members as part of their development, including quarterly performance reviews and team meetings.• Took a leading role in the analysis and resolution of problems as raised by the problem management function and clients.• Provided 2nd line support.

• Responded to client issues received by telephone, email, and customer portal.• Received technical escalations from 1st line and progressed all tickets through to resolution, ensuring all standards were met and the client was kept updated through the life of the ticket.• Carried out scheduled changes including OS and Exchange patching, DNS changes, and firewall amendments.

• Responded to client issues received by telephone, email, and customer portal.• Responded to alerts from the monitoring system and logging new incidents and events according to the process.• Escalated tickets to the appropriate technical teams.

• Provided technical support on an ITIL Servicedesk to end users across the business, playing a key role in the delivery of multiple service-level agreements in line with contractual requirements.• Accountable for delivering support covering a range of issues for both hardware and software while completing comprehensive tracking for all enquiries.• Investigated and assessed technical needs and advised clients on how best to resolve faults carrying out first time fixes.• Handled both technical and hierarchical escalations.

• Managed incoming enquiries with key responsibilities for resolving faults or escalating them to the next level of support.• Delivered expert advice for Apple products including portable computers, desktop computers, software, and iPods.

• Responsible for delivering a wide range of roles within this charitable organisation on a voluntary basis.• Carrying out PC and laptop maintenance in addition to configuring both wired and wireless networks in addition to assisting with CLAIT training where appropriate.