Mike Anthony Email & Phone Number

Stoke-On-Trent, Staffordshire, Gb

London , Gb

Blackburn, Lancashire, Gb

Bury, England, Gb

Accountable for the leadership, vision and strategy of IT Service Management in JD Group which includes the line management of 14 with oversight of the following areas:- Major Incident Management- Problem Management- Change Management- Knowledge Management- Asset & Configuration Management- Service Transition Management- Continual Service Improvement- Service Catalogue Management- Service Continuity- Service Reporting- ITSM Tooling

Bury, England, Gb

Started to introduce further process changes and optimisations as the role extended into a Major Incident & Problem Management role. This included a formal documented process and communication plan at all levels.Introduced a formal Duty Manager on call process to cover out of hours call outs and escalations and entered into the on call process in a 1in4 basis.Worked with ITSM tooling admins to develop the ITSM tool which included: SLAs, service catalogue, classification etc.Supported multiple initiatives in growing our event management and monitoring/alerting capabilities.Took on accountability of service reviews for multiple suppliers.Extended line management responsibilities for an additional Problem Analyst & Incident Analyst

Bury, England, Gb

Joined JD initially as an IT Problem Manager. Lead the introduction of the IT Problem Management process from scratch, introduced post incident review and root cause analysis for all significant outages. Ensured the Problem Reports were produced and distributed to key stakeholders.Led a number of initial changes to the ITSM tooling to increase the level of data captured by the Service Desk and technical teams for data analysis and prioritisation.As the role continued to grow, line management of a Problem Analyst.

Buckshaw Village, Chorley, Gb

Provide specialised level 3 incident & problem support for the Electronic Prescription Service (EPS) covering all pharmacy customers. Worked with internal technical teams, development and third parties to ensure that fixes were provided within customer SLAs. Produced, automated, optimised and provided support for all operational reporting, which includes monthly corporate customer reporting packs, stack trace reporting, daily dashboards, heartbeats and productivity calculator tools.

- Own the Change Management process and ensure all process documentation is updated- Chair the CAB and ECAB meetings- Provide training to colleagues on all aspects of the change management process.- Provide support in the planning of changes- Convenes urgent CAB or ECAB meetings for all urgent RFCs- Document and distribute Forward Schedule of Changes- Review completed changes and ensure PIR is completed when required

Worked in a small team to provide technical support to all users (teachers, support staff & students) across 3 sites. Being part of a small team, I was able to build a extensive knowledge to a good technical standard across a broad range of technologies: (active directory, group policy, data, applications, infrastructure, network)Key achievements included:- Implementation of web & email appliances- Implementation of new ITSM tool and associated processes (Incident, Problem, Change)- Designed and maintained the configuration management database and associated asset management lifecycle- Production of reporting & SLA performance metrics- Led the IT assistive technology initiative to ensure that we worked closely with the Study Support team at Runshaw to acquire technology suitable for students with learning difficulties.

Btec National Diploma, Information Technology

Education record