Neil Mitchell Email & Phone Number

Birmingham, United Kingdom

Based in the Midlands area I moved back into my role with extra responsibilities after gaining valuable experience in my role in Edinburgh. I cover 2 regional offices based in the Midlands and South West of England. Currently I am supporting 35-40 site offices connected to a Wide Area Network.Supporting around 150 staff on a Windows 10 64 bit Operating System platform using many different Line of Business applications. I am the Site Connectivity Project Lead for the Midlands and South of England, this involves the setup of site accommodation with an IT setup connecting to the main network Infrastructure. I then report on issues and resolve through my team. Duties include: Cabling, Setting up workstations with Internet, Intranet and E-mail services.Delivering training seminars to new users on key company software packages and the company Intranet system supported by Livelink. Supporting Dreamweaver software with the company looking at ways to improve the Company’s website.Involved in many key project’s including implementing new systems such as Voice over IP, mobile solutions and involved with the ever changing world of IT, both on the hardware and software sides.

Edinburgh, United Kingdom

Based in Edinburgh, I managed a team of 5 IT Support Analyst’s providing support for around 1000 employees across a large Construction business based in the UK.Ultimate responsibility for ownership of all major incidents, customer incidents and service requests. Responsible for monitoring the progress of all incidents, to conclusion and in line with business agreed SLAs.Ensuring my team were properly trained to archive a high level of service, this was done through Personnel Development Reviews, which I conducted. During my secondment, various new technologies were implemented including a new Document Management System and BYOD (Bring Your Own Device) to work. My experience and willingness to learn helped me train my colleagues in these new systems.Producing monthly reports to senior management. This information consisted of department costs, SLA levels, reporting on call trends and any training requirements, Internet and Telecoms usage and staffing levels. I was assisted by network and performance applications which I was ultimately responsible for.Involved with Project planning work on a new Service Desk Application tool. Ultimately responsible for the analysis on existing and new products followed by the planning, design and implementation adhering to ITIL’s best practice. In-line with this new tool, I will be involved in refreshing our current Incident, Problem, Change, Release and Asset Management processesTo build service relationships with clients, to conduct attend service reviews for key clients.Manage and collaborate with third party suppliers where appropriate and ensure that their performance, provision of services and quality is in line with our expectations and enables us to meet or exceed service levels.

Rugby, United Kingdom

Working closely with various Multi-national clients in managing all IT Requirements of the Channel Tunnel Rail Link project, Contract 310 in Essex. I project managed the initial start-up phases and also supported around 150 staff throughout the duration of the contract. During this secondment I was also responsible for the routing and switch installations on satellite offices. This enabled various International Head Offices to communicate at ground level. Involved in application / OS installs and configuration of company standard packages. First Line support dealing with problems involving MS Office 97 and 2000, GroupWise 5.5, MS Outlook and Windows 95, 98 and 2000.Responsible for the wiring infrastructure on many key projects.Hardware installation and replacement of major components at a workstation level and server level. Administration of the Option 11 Meridian phone systems at Head office. Involved with a recent project upgrading from Netware 5 to 5.1 with additional installation of a new Firewall system using Novell Border Manager.

Leamington Spa, United Kingdom

Working along side a team of Technical Support Engineers involved in NT Installations and the installation of Dual Platform Workstations.  Responsible as the spares manager to order parts for faulty machines via E-Mail and the Internet.  Involved on site with the client base working as an Engineer supporting Apple Macintosh Computers and Hardware for clients across the United Kingdom