Peter Collings Email & Phone Number

London, England, United Kingdom

I was recruited to the role to lead a team of 10 Engineers tasked with managing both hardware and software requirements for internal IT users across every division. Our priority was to deliver service excellence for the end user. To achieve exceptional service, I controlled workload allocation across the team to ensure that every task was completed on time and in line with organisational priorities. Communication was key to establishing realistic expectations and deadlines. As the customer’s primary point of contact, I resolved complaints, managed escalations and provided updates on jobs in progress. Team administration was also a significant part of my remit, which included coordinating mandatory training and overseeing the welfare and pastoral requirements of my staff. Key achievements in this position included: - Returned to the original team, which was experiencing significant performance issues, having been headhunted back into the role due to a strong reputation amongst management- Successfully turned around low customer confidence, high complaint levels and poor perception of the team, receiving frequent positive feedback from end users - Significantly improved team morale by rebuilding confidence in management, recognising good work and providing direction, resulting in increased productivity

London Area, United Kingdom

During this time, I led a team of 10 Engineers to provide IT support across 2 London councils, each with multiple sites. As the main point of contact for the external clients, I personally handled all complaints, escalations and complex cases. The role involved both day-to-day IT management and longer-term project work. To demonstrate our value to the customer, I compiled monthly statistics demonstrating performance against SLAs. I also prepared internal reports. Key achievements in this position included:- Received a personal request to join the team and iron out existing challenges within the team when the business initially won the contract- Rebuilt morale within a team that had recently undergone a TUPE process and were originally lacking direction and guidance- Turned around poor customer perception of the company within just 6 months, by building trusting relationships, meeting expectations and effectively managing the team- Split call logging into two systems and leveraged individual skills within the team to achieve faster issue resolution and happier customers - Consistently achieved client Service Level Agreements and avoided financial penalties for missed SLAs

London, England, United Kingdom

As the leader of a team of 14 IT Engineers, I oversaw the provision of technical support to both internal and external clients. Team HR administration was a key element of the role, including mandatory training, appraisals, pastoral care and learning and development. I also led on customer care, including ensuring prompt resolution of issues and preparation of SLA data. Key achievements in this position included: - Secured the offer of a permanent position at the end of a contract, having been approached to streamline IT provision - Reduced overhead costs by successfully consolidating four IT teams across three London sites into one team split across two London sites, having conducted a due diligence exercise- Grew the team by 5 staff following business acquisitions, integrated the new staff into the existing team and moved both new and existing staff to new sites to enable them to learn new ways of working- Increased skills and capacity within the department by encouraging information and knowledge sharing across the team- Ensured that all staff were using the same call logging system, with separate queues for each customer and site, which sped up customer service and made job allocation more efficient

Various Locations Including Coventry And London

Various roles undertaken during this period including:-Helping to consolidate several IT Service Desks into 1 new principle Service Desk to be located in Coventry. Acted as onsite Desktop Team Leader in Coventry until a permanent Team Leader was recruited Manage an IT audit of equipment based at 17 schools within the Bromley area

Various Locations Across The South Of England

Various roles undertaken during this period including:-Desktop engineer performing several internal ‘roll-out’ projects including Windows 95 and Exchange at various sites in the South of EnglandOnsite Desktop Team Leader based on a client site in Redhill, SurreyOnsite Desktop Team Leader based on a client site in Croydon, SurreyService Delivery Manager for a major sugar refinery company based in East London

London Area, United Kingdom

Various roles undertaken during this period including:-User Support Analyst User Support Team LeaderEquipment Support Engineer

London, England, United Kingdom

Various Roles including: -Stock Control AnalystComputer OperatorComputer Shift Leader

Management Studies

Accreditation, Effective Management