Operational and Customer Management • Position the Computacenter/customer relationship as a partnership, demonstrating and in-depth understanding of the business requirements and customer’s expectations and taking ownership of operational customer issues through to resolution.• Assist the Team Leaders to manage resources within the teams in order to optimize productivity and quality standards and meet contractual obligations.• Work in partnership with Computacenter Account Teams and the customer in regularly reviewing customer service and defining/implementing service enhancement opportunities.• Ensure SLA’s are achieved and client expectations are met (or exceeded). • Work closely with other Remote Service colleagues to ensure that knowledge, experience and skills are shared to the benefit of the wider Remote Service Teams and customer population.• Utilize customer satisfaction feedback, to drive service improvement activityPeople Management • Review productivity and resource planning data to identify resource requirements and assist in recruitment and assessment• Liaise with the Team Leaders in planning and implementing effective training and development activities to meet contractual and business objectives.• Identify profiles within the team and work with individuals to agree and maintain personal development plans which achieve business and personal goals.• Be available to help address staff issues ensuring all corporate policies are understood, implemented and regularly reviewed.• Set the context and manage the conditions for a learning and empowered environment where personal skills development is encouraged and valued.• Set and manage personal and team standards of behavior at work, to define the triggers for disciplinary action. • Initiate and manage motivation and reward and recognition processes which deliver staff satisfaction.

Team ManagementService Transition Project GovernanceOperations Delivery ManagementTransition ManagementSLM Reporting oversightService and Account Management

Operational Delivery Management of all ISPsBuild and develop relationships with customers as well as broadening relationship within customer to ensure service delivery adds value and meets customer business requirements.Effective internal relationship managementChair and document Weekly, Monthly and Quarterly Service ReviewsEscalation point and management of service issuesCustomer Complaint Handling and ManagementProvide performance statistics and reporting to customers in collaboration with internal ISPsProvide support and back-up to those within the team to motivate and encourage high performance from staffTransforms service through life of contract in alignment with Service Design and contractual commitment to maximise customer satisfaction and profitability within agreed objectivesParticipate in and co-ordinate projects relevant to specialist area

Technical Lead for Wintel T3 TeamInternal escalation pointCustomer escalation pointContributing to complex problem investigationsManaging ITIL processes within the T3 Team

Wintel T3 level supportWindows Server OS supportHyper V and VMware virtualized environment supportHP & Dell Server supportMonitoring incident and request queues

Network & Infrastructure Specialist / IT Systems Administrator

Worked as a consultant at various clients across London, England and Europe. Clients included Airlines, Financial Institutions and Membership institutions as well as non-profit organisations

Responsible for maintenance and fault repair on mission critical cheque processing machines, servers, PC’s and a token-ring network based on a NT\UNIX environment in the financial-banking sector Worked on a shift rotation operating within a team of field engineers rotating from site to site working within customer set service level agreements.Performed maintenance and repair on a variety of NCR, AT&T, Intel and other hardware including servers, PC’s, laser printers, large scale optical archiving equipment and the related networkAdministration tasks included spare parts stock control, call logging and reporting