Patrick May Email & Phone Number

Bramhall, Gb

Leeds, England, United Kingdom

Leeds, England, United Kingdom

Leeds, United Kingdom

Key Responsibilities● Develop and manage relationships across the business units with a focus on stakeholder management● Initiate regular Service Reviews with Service Owners to gather feedback on IT performance, identify improvement opportunities, maintain oversight of upcoming capacity or demand changes. Manage expectations between IT & business regarding changes to service to deliver maximum value with minimal disruption● Drive various customer feedback initiatives, analyse output… Show more Key Responsibilities● Develop and manage relationships across the business units with a focus on stakeholder management● Initiate regular Service Reviews with Service Owners to gather feedback on IT performance, identify improvement opportunities, maintain oversight of upcoming capacity or demand changes. Manage expectations between IT & business regarding changes to service to deliver maximum value with minimal disruption● Drive various customer feedback initiatives, analyse output and suggest valuable, focussed service improvements● Monitor and manage performance of all IT Support teams, feedback to Head of Service Management & CIO● Use a variety of tools to measure performance of teams, create reports, establish baselines, investigate deviations and anomalies● Assist managers of support teams on how to improve their team’s performance, highlight areas to improve and implement service improvement plans where necessary● Drive forward the adoption of Problem Management process, contribute to corrective actions register. Ensuring support teams adhere to the process and understand the value it delivers● Create IT Service Portfolio to be a single source of truth throughout the business for supported services● Combine various outdated sources into a single document● Establish business owners for every service, agree service levels with those stakeholders, document SME’s for services where available● Including supplier information, basic contractual data, to make this document useful for support teams, Finance, Change & Project● Collate feedback from all areas and processing that into the portfolio to ensure continued relevance● Supplier/Vendor Management● Meet with suppliers to provide feedback from the business and ensure services supplied continue to be fit for purpose● Participate in service improvement plans for underperforming suppliers Show less

Leeds

Key Responsibilities• Managed the Infrastructure Services team and expanded from 5 Infrastructure Engineers to a team of 14 Infrastructure Engineers.• Extensive recruiting & interviewing.• Manage day to day workloads of full team.• Provide point of contact between IT Infrastructure and the wider business, meetings with key stakeholders.• Deliver technical input on various projects and guide strategic decisions as to how projects will be delivered, what deliverables will be… Show more Key Responsibilities• Managed the Infrastructure Services team and expanded from 5 Infrastructure Engineers to a team of 14 Infrastructure Engineers.• Extensive recruiting & interviewing.• Manage day to day workloads of full team.• Provide point of contact between IT Infrastructure and the wider business, meetings with key stakeholders.• Deliver technical input on various projects and guide strategic decisions as to how projects will be delivered, what deliverables will be measured and how an Engineer can consider a project completed & successful.• Responsible for all Infrastructure Licensing.• Negotiated and renewed agreements worth into £1m+ combined.• Achieved a discount of around £200k on a single renewal by restructuring Lowell license consumption.• Forecasting business growth, mainly headcount, to ensure licensing was fit for purpose and unfelt by the operational areas of the business, i.e. to avoid a delay in service while waiting for new licenses to be purchased.• Product scoring to compare various products that meet a new business need and select finalists for POC.• Technical Escalations• Assisted Infrastructure Engineers in their day to day activities, provided guidance when they were unsure which way to progress their project or their technical problem.• Dealt with senior people within the business escalating the priority of the work they needed to be completed, and prioritising Infrastructure Engineer workload accordingly.• Consulted on and defined KPI’s for the Infrastructure team, delivered them to the business regularly going forward.• Helped the team achieve a near 700% increase on tickets closed per month from January 2018 to February 2018.• Met with key IT Stakeholders to define KPI’s for the Infrastructure team, how we measure them, how we deliver them. Show less

Düsseldorf Area, Germany

Key Responsibilities• Joined at the point of transition from an outsourced IT service provider to in-house IT support. • Worked with the external vendor to transfer knowledge and establish new support processes.• Provided support to the five countries I was responsible for, encompassing all aspects of server, desktop and network support, ensuring a responsive and high-quality service to support mission-critical manufacturing environments.• Documented resource estimates and… Show more Key Responsibilities• Joined at the point of transition from an outsourced IT service provider to in-house IT support. • Worked with the external vendor to transfer knowledge and establish new support processes.• Provided support to the five countries I was responsible for, encompassing all aspects of server, desktop and network support, ensuring a responsive and high-quality service to support mission-critical manufacturing environments.• Documented resource estimates and enhanced processes for the new service desk team, successfully improving the quality and timeliness of support to the userbase of 900.• Managed several projects including negotiating a new vendor contract for leasing multi-function printers, leading to 30% savings over a three year period.• Complied with ITIL-style service delivery processes for change and incident management.• Liaised with a range of stakeholders across the global organisation including the central IT team in the UK, a shared service centre and data centre in Prague.• Promoted into a role with increased responsibilities including technical leadership and IT strategy, during a period of company acquisitions.• Carried out due diligence and technical audits at several companies, prior to acquisition, to analyse all aspects of IT including infrastructure, contracts, warranties and assets. Documented findings to enable management to assess the integration effort and any associated risks. Show less

Düsseldorf Area, Germany

Key Responsibilities• Provided engineering support to a number of managed service Japanese clients, working on-site and remotely on both BAU support as well as specific projects.• Worked on client site at a large insurance company (MSIG) to design, develop and implement a new workflow and approval system for maintaining user-access controls. • Assisted pre-sales teams on a number of bids and proposals for new work, across a range of industry sectors including finance, IT and retail.… Show more Key Responsibilities• Provided engineering support to a number of managed service Japanese clients, working on-site and remotely on both BAU support as well as specific projects.• Worked on client site at a large insurance company (MSIG) to design, develop and implement a new workflow and approval system for maintaining user-access controls. • Assisted pre-sales teams on a number of bids and proposals for new work, across a range of industry sectors including finance, IT and retail. Gathered requirements and worked closely with vendors on reviewing options and preparing costings. Show less

Maintenance & Configuration of hardware Images.Develop processes to configure new software into the business - communicate to relevant teams.Find software solutions to problems the business faces.Create scripts & Guides to assist Helpdesk teams in day to day running.Liaise with Suppliers & Manage relationships.Review new technologies.Contribute to IT Strategy & provision of adequate capacity to accommodate planned growth.

Cheadle

Responsible for 2nd line Troubleshooting of issues raised by 1st Line Service Desk. Carry out all patching requests in the Shared Service Centre I'm located in.All Printer configuration & maintenance.Advanced troubleshooting & assignment to next level support.

Manchester, Greater Manchester, United Kingdom

Manchester, Greater Manchester, United Kingdom

B, German

1 A-Level. Subject

Gcse'S, German

A*), Mathematics (B), English Language (C), History (C), coordinated Science Double Award (D,D), Religious Education (D). Please be.