Solidsoft Reply Ltd are a Microsoft Partner for Azure Cloud and Microsoft integration technologies. My role at Solidsoft Reply Ltd is managing the Full Managed Service and Support offering for our customers both throughout the lifecycle of a contract and during the bid process in developing new relationships and contractual customers.Responsibilities:• Design and implementation of the Change & Release Management processes and procedures in order to build a consistent Change &… Show more Solidsoft Reply Ltd are a Microsoft Partner for Azure Cloud and Microsoft integration technologies. My role at Solidsoft Reply Ltd is managing the Full Managed Service and Support offering for our customers both throughout the lifecycle of a contract and during the bid process in developing new relationships and contractual customers.Responsibilities:• Design and implementation of the Change & Release Management processes and procedures in order to build a consistent Change & Release programme across all customers and in line with any customer Change processes. The process covers customers who do not have their own Change Management procedures and aligned to customers who maintain Quality Management procedures alongside their Solidsoft Reply service contracts.• Ownership of the Incident, Problem and Major Incident Management processes within a 24/7 support delivery model across Europe.• Responsibility for the Service and Support offerings from business development proposal through to the ongoing Managed Service provision, including the pre-sales cost modelling exercises.• Contractual Management and accountability for the Managed Service, inclusive of service reporting and financial service level calculations.• Service Management responsibility for all customers, meeting senior stakeholders and implementing continuous service improvement plans in order to increase value of the service to customers and identify further opportunity for Solidsoft Reply.• Responsible for the transition of development projects into a live service environment, including leading the DevOps teams in ensuring all project deliverables are authorised and managed under the production Support and Operations functions.• The design, definition and implementation of ITIL processes and standardised procedures across all teams within service delivery.• Contract renewal ownership for existing customers. Show less

UKN Group Ltd are a managed service and technical consulting provider covering a wide range of public and private sector businesses. The company are accredited to the Service Desk Institute 4* award for customer service and process implementation. My role at UKN Group Ltd was the Head of the Service Delivery department, covering the Service Desk and Infrastructure Management teams.Responsibilities:• Responsible for the Service Delivery department, including mentoring the Support… Show more UKN Group Ltd are a managed service and technical consulting provider covering a wide range of public and private sector businesses. The company are accredited to the Service Desk Institute 4* award for customer service and process implementation. My role at UKN Group Ltd was the Head of the Service Delivery department, covering the Service Desk and Infrastructure Management teams.Responsibilities:• Responsible for the Service Delivery department, including mentoring the Support and Infrastructure teams.• Leading the Service Desk Institute 4* accreditation 2 years in succession – one of only seven companies to achieve this standard.• A key role within the Bid Proposal and Support process moulding the services to the customers’ requirements.• Creating service level agreements and standard operating procedures to enhance the customer experience.• Providing the Account management across the Managed service customers and Consultancy solutions.• Presenting current performance reporting and service roadmap planning to the UKN Group Executive Board.• Service improvement responsibility and reporting to customer stakeholders. Show less

My role at UKN Group Ltd during this time was to manage a £1,000,000 per annum service for a financial Government Agency across the UK, ensuring a high level of contractual service adherence and service improvement planning in line with the business 5 year strategy. UKN Group had implemented a thin client and private cloud solution over a 7 year agreement.Responsibilities:• Ensuring that the technical solution was delivering the required levels of service and performance across… Show more My role at UKN Group Ltd during this time was to manage a £1,000,000 per annum service for a financial Government Agency across the UK, ensuring a high level of contractual service adherence and service improvement planning in line with the business 5 year strategy. UKN Group had implemented a thin client and private cloud solution over a 7 year agreement.Responsibilities:• Ensuring that the technical solution was delivering the required levels of service and performance across the business.• Ownership of the commercial profit and loss accounting for UKN Group and increasing the user base of the technology throughout the UK premises to increase revenue.• Working alongside IBM and Accenture in identifying problem root cause and joint venture services in order to increase service provision to the customer.• Performing the role of Change Manager for UKN Group in order to align any changes made throughout the environment with the customers change planning.• Reporting to senior customer stakeholders on a monthly basis and presenting service statistics and improvement roadmaps. Show less

Working on the Fujitsu Services contract for the implementation of the National Programme for IT across the Hospital Trusts in Hampshire and Berkshire. This involved the delivery of services for Radiology and Pathology departments and the deployment of the Patient Care Records system to Winchester NHS Trust.Responsibilities:• Major incident management of Radiology and Pathology systems across Hampshire NHS Trusts.• Transition of the Cerner Patient Care Records system from… Show more Working on the Fujitsu Services contract for the implementation of the National Programme for IT across the Hospital Trusts in Hampshire and Berkshire. This involved the delivery of services for Radiology and Pathology departments and the deployment of the Patient Care Records system to Winchester NHS Trust.Responsibilities:• Major incident management of Radiology and Pathology systems across Hampshire NHS Trusts.• Transition of the Cerner Patient Care Records system from Project through to live service across the Winchester NHS Trust.• Daily service reviews following project transition to resolve high priority incidents and progress project work off items through to implementation.• Facilitating monthly service reviews with the Strategic Health Authority spanning the full Fujitsu service to the NHS.• Presenting service reports to the key stakeholders within the Winchester NHS Trust Directorate on a quarterly basis.• Providing supplier management across NHS systems integrated with the Fujitsu services solutions. Show less

Allianz Insurance comprises of a group of insurance companies in the UK. The IT department in Guildford provides centralised IT services to the group, and my position was as a Service Account Manager for 3 of the group companies.Responsibilities:• Performing the Incident, Problem and Change management for my clients.• Ensuring that the IT roadmap for the group companies matched the overall Allianz group strategy for IT services.• Presenting service reporting and… Show more Allianz Insurance comprises of a group of insurance companies in the UK. The IT department in Guildford provides centralised IT services to the group, and my position was as a Service Account Manager for 3 of the group companies.Responsibilities:• Performing the Incident, Problem and Change management for my clients.• Ensuring that the IT roadmap for the group companies matched the overall Allianz group strategy for IT services.• Presenting service reporting and improvement planning to senior managers within the group companies.• Representing the group companies within the Allianz IT strategy board meetings. Show less

Working for Perot Systems Europe I worked as part of a team assigned to providing the full IT services for Quintiles Pharmaceuticals in Bracknell. My role was to manage the Deskside Support team providing support to over 2000 end users across Quintiles offices in Europe. I was approached to take on this role as the team had been failing service levels for over a year, which was impacting on the revenue from this client. Responsibilities:• Coaching and mentoring the team in their… Show more Working for Perot Systems Europe I worked as part of a team assigned to providing the full IT services for Quintiles Pharmaceuticals in Bracknell. My role was to manage the Deskside Support team providing support to over 2000 end users across Quintiles offices in Europe. I was approached to take on this role as the team had been failing service levels for over a year, which was impacting on the revenue from this client. Responsibilities:• Coaching and mentoring the team in their understanding of service levels and increased customer service.• Managing the team’s goals, objectives and development plans.• Reporting monthly to the Perot Systems Europe board of directors on the performance of the account.• I managed a project to deploy Windows XP across 2000 workstations throughout Europe.• I implemented procedures for Incident and Change Management, ensuring far tighter controls over the changes being made to the environment and the resulting reduction in related incidents.• I created a Configuration Management function and role in order to link the assets being deployed to any changes, as well as build a better revenue calculator for the account to renegotiate a new contract based on devices utilised. Show less

I was the Head Microsoft Consultant for a new Deloitte & Touche division focused upon Small and Medium Businesses, after being head hunted from Perot Systems. During this time I implemented:- Microsoft Exchange across a local Education Centre- A full IT system for a new startup business in Covent Garden- Firewall and Anti Virus configuration for a company moving into a Web marketing campaign

I was responsible for the management and administration of a multiple Windows NT domain structure across the Perot Systems European offices and consultancy for the Perot Systems customers throughout Europe.Responsibilities:• Managing a multiple Windows NT domain structure across 6 sites within Europe.• Joint ownership of a project to merge the European and US Windows Domains into a single Master Domain structure, with country specific resource domains.• Provision of all… Show more I was responsible for the management and administration of a multiple Windows NT domain structure across the Perot Systems European offices and consultancy for the Perot Systems customers throughout Europe.Responsibilities:• Managing a multiple Windows NT domain structure across 6 sites within Europe.• Joint ownership of a project to merge the European and US Windows Domains into a single Master Domain structure, with country specific resource domains.• Provision of all server infrastructure components, including disaster recovery processes.• Consultancy for clients of Perot Systems across Europe in order to upgrade Windows environments and deploy Windows server structures across client environments. Show less

Performing desktop support for Perot Systems employees across corporate and customer sites in the south of England.Responsibilities:• Ensuring that Perot Systems staff were able to access and utilise corporate resources.• Building and upgrading of laptops, desktops, applications and operating systems.

Performing support for Factory Mutual employees within the London headquarters and across European sites.Responsibilities:• Desktop and Server support services using Windows, ASX and US Robotics Remote Access Systems.• Scheduled visits to FMI European sites to perform service and system enhancements for the remote users.

Internal company Desktop Support and telephone support for customers. Comtech provided Data Communications modems for both Corporate and Home users across the South of England.