Pete Beesley Email & Phone Number

Administration of ITSM tool (4ME)

Bournemouth, United Kingdom

• Delivered custom self-service portal enabling users to log tickets with the IT Service Desk in their own time. This saw a large reduction in telephony calls within the first few months and now equates to 70% of calls logged with the desk.• Development of workflow to automatically triage incidents and requests direct to resolver groups from self-service tickets accounting for 80% of requests and 40% of incidents. • Enabled the service desk to email end users from the system when they require further information to progress a ticket. This has reduced both the amount of manual emails sent and waiting times for emails to be picked up.This has also allowed for the development of automation of chaser notifications to end users when they have not responded and the automatic closure of tickets if no response is received within a certain time period. This has removed at least one FTEs worth of work from the desk, allowing them to focus on higher priority work. • Creation of complaints application for the tracking, monitoring and reporting of grievances from end customers. This replaced an antiquated excel spreadsheet that was not fit for purpose, offered no reporting, and was not audit-able. • Development of performance analytic dashboards to provide real time meaningful metrics. These have also been used to reduce the amount of repeatable reporting done by IT staff, specifically the Service Desk, whose reporting packs are now available instantly.• Development of method to track the touch points made by service desk staff. Allows for the bench-marking of team members, something which is now aligned to their performance. • Maintenance and enhancement of soap integration with multiple CA SDM systems. This integration was delivered by ServiceNow professional services but has received a number of fixes and enhancements since going live. • Implementation of a time sheeting application used by all IT personal. Allowing finance to cross charge across projects.

Bournemouth, United Kingdom

• Logging, categorisation, prioritisation and management of all Problem records through the Problem management lifecycle. • Working with key personnel to aid in the identification of true business impact of Problem records. • Creation or support with presenting the root cause fix to the change management process. • Trend Analysis, root cause analysis and incident matching to identify ways to reduce the number of re-occurring problems against key business applications and within the IT infrastructure

Bournemouth, United Kingdom

Responsible for managing releases between environments coordinating the controls of what is being tested within each environment at any given time; including scheduling and managing releases to Production. Also supporting for IT Operational Change Manager with day to day change management activities. Role expanded to include administration of ServiceNow tool as well improvements to this product such as new process workflows, advanced error handling, email notifications and custom applications. Also responsible for the design, creation and upkeep of the local CMDB.

Bournemouth, United Kingdom

Tasked with providing production like testing environments to development teams for large scale code releases.Diagnoses errors on non production IBM mainframe environments and applies or coordinates a solutionPromotion of IBM mainframe code into both testing and production environments.Acting liaison between developers and third party software and system support teams.

Provided a single point of contact for the LVAM software manager and development team for release management.Supplied release training for LVAM development staff.Arranged LVAM software release deployment windows, co-ordinated resources and mitigated scheduling clashes with wider change community.

Bournemouth, United Kingdom

Provided assistance as stand in Change Manager for an extended amount if time, tasked with organising and chairing the weekly change advisory board. Ensured that implemented changes had full business and testing signoff and that third parties involved complied with LV= standards. Coordinated scheduling conflicts between various technical teams and areas of the business. Prepared system outage communications for distribution to business areas.Arranged scheduling and resources for code deployments while avoiding resource conflicts. Coordinated code deployments into system and user testing environments as well as production releases. Provided configuration management support by promoting mainframe code into construction, testing, and production regions on a daily basis.

Bournemouth, United Kingdom

Joined as an apprentice and spent time with various business units in a training rotation. Gained experience in change management, security management, desktop support, configuration management and incident management.Towards the end of the apprenticeship progressed into the Change Manager position for both the LV= and Kraft accounts. This involved preparing and chairing the weekly CAB meetings, sitting in and contributing to third party CAB meetings, producing key metric reports for management, and the support of the mainframe configuration management role.Trained and supported an analyst who assisted in the day to day running of Change Management and a number of tasks within the mainframe configuration role.Managed and performed the promotion of code into the mainframe construction, testing and production environmentsOther:While an apprentice designed, developed and deployed an electronic portfolio management system allowing all EDS apprentices to present their work in a professional uniform way. Prepared training material and presented face to face training in other apprentices, after which this was adopted for use by all EDS apprentices within the UK. For the work on this was nominated and named Advanced Apprentice of the Year.

National Diploma In Software Development

English, Maths, Science, It, Business Studies, Geography, French,

Activities and Societies: Deputy Form Head for three years