Martin Bryant Email & Phone Number

London, England, United Kingdom

Responsible for managing the First class Service desk and related services

• Responsible for the complete lifecycle of an international Insurance company, encompassing the disciplines of pre-sales engineering, project management, consultancy, installation and commissioning, moves and changes and maintaining support • Working closely with the customer and become familiar with their business needs and practices, and Manage expectations of the services delivered• The SDM owns the service relationship for the defined customers and is responsible for the end to end delivery of first class service and ensuring revenue retention• Responsible for managing the end user service desk with a team of 6 direct reports. Completing appraisals, one-to-one, and ensuring the desk is manned appropriately.• Responsible for managing the incident, request, problem and event management processes• Conduct regular Service Review meetings with customers ensuring support and service is reviewed• Provide performance statistics and reporting to customers• Manage and report the SLA (Service Level Agreement) between the provider and the Customer• Ensure that contractual objectives are achieved, and the Billing and Invoicing is timely and accurate• Develop and manage Continual Service Improvement Plans (CSIP) • Increase customer satisfaction through management of the customer satisfaction surveys• Resolve escalated service issues, to ensure minimal impact and risk to the customer’s solution• Manage and report the SLA (Service Level Agreement) between the provider and the Customer• Ensuring the Major Incident process is adhered to, and Major incidents are managed and resolved effectively• Work closely with Sales and Pre-sales, review service proposals and aid in the smooth running of projects

• Responsible for providing effective Service Management for an international financial organisation• Delivering effective people management, leading 14 IT staff operating a very busy 24 hour service desk • Responsible for managing and delivering support to a single client with 50+ sites over 15 countries• Responsible for managing the incident, request, problem and event management processes• Ensuring Major Incidents are resolved and the MI process is adhered to• Representing the Service Desk at the regular CAB meetings• Ensuring the Change management process is adhered to and the RFC’s are submitted correctly • Devising and implementing innovative solutions to arising incidents and problems• Liaising extensively with internal contacts in achieving optimal results• Producing detailed reports to senior management including monthly service delivery review• Ensuring staff receive comprehensive and up to date training• Develop strengthen the team and to enable smooth running of operations• Utilising strong interpersonal skills in managing third parties, providing strategic direction

• Providing expert technical support within a team supporting one specific client (international finance company with in excess of 150 servers and 1500 clients) within a Wintel environment• Successfully implementing projects; technical lead and escalation point for line engineers• Responsible for deputising for service desk Team Leader in absence, demonstrating flexibility• Devising and implementing SCCM installation, (one Primary Server and thirty secondary sites)• Providing more efficient ways of working and increasing productivity, leading estate wide migration from an Exchange 2003 infrastructure (with a server on each of the 30 sites) to a centralised Exchange 2007 cluster in both two data centres• Responsible for running of multiple projects including WSUS, MacAfee and server rebuilds• Collaborating with senior project manager in designing Exchange organisation, utilising strong interpersonal skills, successfully completing technical work & post project documentation

• Responsible for providing effective third line support and implementing small projects for customers in addition to own service desk, focusing on servers and network issues