Nick Bernard Email & Phone Number

London Area, United Kingdom

Shoreham-By-Sea, England, United Kingdom

Global

Seeing the world from other angles.

London, United Kingdom

London, England

I owned the IT Support services and towards the end of this role, the Infrastructure team services at RCS and I was responsible for up to 10 analysts supporting staff and associated organisations of over 350 users using various systems and services. Hands on Management role reporting to the Head of IT and deputising for HoIT as required.Responsible for:Major Incident Management (for a variety of incident types)Incident Management Request Fulfilment ownerCreated and owned Change Manager Role and ProcessService Management/Service Delivery and billing for Managed Services ClientsStakeholder ManagementStaff and customer communications, broadcasts, training publicationsSupport Escalation - Incidents, Service Requests, general services and complaintsSupport Related Projects - managing projects and/or project resourcesImplementing various Service Improvements or Process Improvements and efficienciesAsset and License ManagementProcurement and budgetary rolesMaintenance Contract RenewalsOffice Move provision and planningWEEE and Asset/Data DisposalMany more....My team of 3 plus me provide:1st and 2nd line supportDesk-side supportWorkstation and mobile device provision, maintenanceApplication deployment and supportImaging deployment and supportNew product evaluation and testing

London, United Kingdom

Leading and managing a team of 6 x 1st and 2nd line mix of outsourced and directly employed support technicians working in a busy internal, in-house support desk environment.The company is made up of circa 500 users across 60+ sites in the UK and we support Windows XP, Windows 7 Operating Systems using a variety of Citrix, Microsoft and off the shelf applications over a Windows Server 2003, 2008 R2, Active Directory 2003 and Exchange 2003 back bone with WSUS and RIS being used. The team are fully responsible for practically all desk side and service desk support and all asset tracking/management and stock control in the team. Project lead alongside SDM, designing and implementing new service desk solution (Manage Engine, Service Desk Plus)

Croydon, United Kingdom

Senior Service Desk Analyst (1st - 3rd Line responsibilities) supporting 500+ Windows users users across 10-15 sites across the UK within a team of 4.Based in Croydon but occasionally working from the London offices as frequently as twice per week.

London, United Kingdom

Leading teams of up to 7 desktop support engineers on several contract sites, EMAP, London Borough of Croydon, Alexander Forbes and Lockton International.I was responsible for maintaining service levels in accordance to SLA's and KPI's for both me, my team and the individual team member's I was responsible for.Contracts supporting between 400 and 3000 users.I have also been responsible for the handover and documentation for site processes from previous support teams on three new contracts BT Engage IT have been signed to, EMAP, Virgin Trains, and London Borough of Croydon. As well as creating and maintaining site documentation to a high standard for all sites I have been based at over the years.I have on occasion been moved to sites to cover emergencies, unexpected long periods of personal leave for other staff and customer demands. This is usually due to excellent relationships I have built with these clients, my determination to perform according to contractual obligations with clients or my tendency to delivery exceptional levels of service.As well as my awards from clients, BT Engage IT have also awarded my excellent delivery of service. Awards I am particularly proud of.

London, United Kingdom

Trainee through to dedicated onsite engineer over three contracts managing own workload; ensuring contractual SLA is met; stock control and asset administration; supporting desktop software, server, laptop, desktop, printer and mobile hardware; first point of contractual escalation; liaising with 3rd parties and subcontracted organizations; includes 1st, 2nd, 3rd line support; also covered other contracts when requested to across London.

Working as a Desktop Support Team Leader on behalf of BT Engage IT across several sites, some of which were outsourced by CapGemini.This position was an outsourced position working at a CapGemini contracts representing BT Engage IT. I built some excellent working relationships working with CapGemini and became the first ever non CapGemini employee to win their Customer Service Champion Awards. At that point, one staff member per year was awarded this.