Patrick Mckenzie Email & Phone Number

Suffolk, England, United Kingdom

Suffolk

Business Improvement/Engagement Manager o Currently employed working across all Emergency Services (Police, Fire, Ambulance and other Emergency Authorities). o Key areas of work focus on:o Improved business efficiency: understood how the customer operates implemented improvement plans by engaging with users to ensure improved smooth systems and services Addressed and improved processes and procedures

Service Relationship Manager supporting several Police Forces in England, including the Metropolitan Police, responsible for the following:Key Account Management to deliver:o Technical advice and guidanceo New Sales Business and re-signso Operational Deployment Supporto Project Management of Special Eventso Performance Monitoring, including:o Service Reviewso Customer Satisfaction Monitoringo Customer Complaintso Service and Fault Escalationso Incident Managemento Performance Management of 3rd Party Supplierso Sales Support

Business Continuity Manager focusing on Emergency Planning processes and procedures including: • Continuous Improvement• SLA management• Incident management• Change management• Root Cause Analysis• Delivery of management and performance information• Emergency Planning processes and procedures• Escalation and on call rota ownership

Key Account Management to deliver:o Technical advice and guidanceo New Sales Business and re-signso Operational Deployment Supporto Project Management of Special Eventso Performance Monitoring, including:o Service Reviewso Customer Satisfaction Monitoringo Customer Complaintso Service and Fault Escalationso Incident Managemento Performance Management of 3rd Party Supplierso Sales Support

Suffolk Constabulary 1987 – November 2003Employed as an Operational Police Officer carrying out a variety of operational and project related roles. The last four years were specifically deployed as a Project Manager to support a major Communications Project. The key roles and responsibilities within this project based role were:o TETRA Radio Pilot Trialo Planned and delivered a TETRA radio based Pilot trialo Liaised with 3rd Party Suppliers to identify and agree services and deliverableso Produced and delivered training plans to support the Pilot projecto Identified and agreed Internal Policies to support the project deliveryo Identified and agreed Procedural Changes, funding requirements to deliver the projecto Captured Lessons Learned and other project related documentationo Creation of a Technical In-Force Help Desko Designed, agreed and implemented Service Level Agreement o Recruited, trained development of staffo Developed formal training plan for Control Room and Operational officerso Identified and implemented process improvements and changeso Implemented a Call Back system that was subsequently adopted by a number of other Emergency Service userso Identified financial improvements to support Value for Money initiativesDuring this period was seconded to the Home Office Airwave Project Team working closely within a specialist project group to deliver the following:o Design of reporting and recording processes to be used by Airwave Help desk function in Rugby Network Operations Centre (NOC)o Reviewing various Call Centre technologies in order to capture and identify the most efficient methods and convert these methodologies into detailed deliverable planso Deliver various initiatives for sign off from senior Home Office Staff and Airwave Management.