Michael Sutherland Email & Phone Number

United Kingdom

United Kingdom

London, England, United Kingdom

• During my recent role, I oversaw and executed projects from inception to completion within the Technology Data Enablement division for timely completion within defined budgets and quality standards. I built and.
• Successfully delivered an AI Operations Assistant, utilising Generative LLM AI-enabled tool; achieving reduction in mean time to resolution (MTTR), ticket handovers, and deflections for customer support operations.
• Transitioned all People Analytics reporting to Snowflake cloud for efficient and insightful business intelligence through integration of Workday Data API with Power BI dashboards.
• Created comprehensive Power BI KPI dashboards for the CIO Technology Leadership team by providing executive summaries of over 4M data points across multiple domains, including People, Technology, Financial, Risk, and.
• Pioneered automation and enhancement of internal reporting for Corporate Real Estate to improve robustness and reliability of facilities information, and critical SLA reporting.

Technical Business Analyst for the CIO Dashboards and People Analytics projects for Data Enablement

Birmingham, England, United Kingdom

• In this position, I orchestrated the strategic vision and roadmap for the Windows Desktop Operating System and Physical Desktop products, impacting over 130,000 end-user devices and 3,000 core applications including MS.
• Reduced extended support costs by £4.5 million by leading the Windows 10 transition project for over 130,000 endpoints.
• Ensured seamless business operations during the pandemic by developing and implementing a robust suite of technical and policy changes for remote working.
• Championed the adoption of Agile Methodology within Desktop Engineering, increasing team agility and business value.
• Navigated complex patching and security challenges to uphold stringent risk management standards.
• Cultivated a high-performing team environment, empowering two Agile Engineering squads to achieve strategic product goals.

Birmingham, United Kingdom

• During this tenure, I have administered IT Service Operations for Desktop and Print Services across EMEA for seamless 24-hour support through a follow-the-sun model across three locations. I governed technical roadmap.
• Successfully transitioned second and third-line support services from external provider to internal global support organisation.
• Achieved significant reduction in Mean Time to Repair (MTTR) for Priority 1 and Priority 2 incidents, surpassing 50% target through effective problem management and vendor service renegotiations.
• Streamlined escalation processes, achieving a 30% decrease in first-to-second line escalations.
• Drove substantial reduction in service escalations by refining escalation process and improving first-line resolution rates.

Birmingham, England, United Kingdom

• In this role, I supervised 6-man Global Service Operations Management Team for optimal performance of Desktop OS, Remote Desktop, Server Based Computing Platforms, Remote Access, Thin Client, and Print platforms..
• Facilitated transition of globally outsourced 2nd level support to strategic operational centres, ensuring 24/7 coverage and talent retention while preserving critical knowledge.
• Achieved a reduction of over 50% in Mean Time to Restore (MTTR) for P1 and P2 incidents through the implementation of robust Problem Management strategies and collaborative negotiation with vendor partners to enact.

Hong Kong SAR

• In my previous role, I administered multifaceted support team to provide comprehensive 2nd and 3rd line support for variety of virtual and physical desktop environments, including Virtual Desktops, Secure Virtual.
• Successfully installed and maintained a pioneering Citrix-based Trade Floor Blade Workstation platform in datacentre environment, supporting over 200 FX and Equities Traders at Deutsche Bank.
• Enhanced remote desktop services to secure and streamline access for a globally dispersed workforce, fostering flexible and agile working practices.
• Governed key supplier relationships in line with service level agreements.
• Reduced downtime and improved response times for critical support issues by advancing incident management protocols.

Sydney, New South Wales, Australia

1-2nd Level desktop support for the Sydney office's trading floor.

Sydney, New South Wales, Australia

Master Of Engineering - Meng, Computer Systems Engineering

Education record