Peter Hodgkinson Email & Phone Number

Manchester, England, United Kingdom

Responsible for the people and resource management of the TR team within the wider Transition Readiness and Implementation Management team (TRIM), to deliver services into the live environment whilst protecting operational integrity.Achievements:• Implementation of a new training portal• Implementing a new global governance process• Team maturity - Implementation of CSat surveys, standardisation of procedures, training, and induction manuals• New monthly check in form for TRIM team introduced for clear information shared with people leaders• Introducing Power BI to support and share key team KPI’s and metrics• NEW CSI tracker added into the Team site• Driving a culture of empowerment within the team• Introduction of new gate guideline procedures to reduce unwanted meetings• Introduction of a new TRIM service offering for UK and NSE PMO• Managing a staff member through an official performance review process• Driving change through automation Responsibilities:• Staff recruitment• Resource management• Capacity planning• Objective setting• Escalations• Process review and improvements• Continuous Improvement• Managing a diverse team within an inclusive team culture

Manchester, United Kingdom

Responsible for day-to-day line management of 18 staff members in regional locations to ensure local offices are provided with onsite IT support to the highest levels.Achievements :• Mentoring/coaching team members to achieve professional development objectives• Supporting my team through a restructure• Task automation, enabling the team to deliver critical BAU tasks• Defined and lead the successful project delivery of:o Manchester and Gibraltar office moveso Collaboration and KB consolidation to a centralised space • Leading bi-annual stakeholder meetings to distribute key business impacting information• Delivered a new support service to deliver equipment safely and securely to staff working remotely• Delivered a new centralised National support dashboard and developed new processes and proceduresResponsibilities:• Manage resources through the successful delivery of projects to ensure delivery is on time, in budget and addressing risk through the project lifecycle• Management of internal and external stakeholderso Vodafoneo OCMo Trams• Lead and management of UK Onsite Support Services:o Management of team members in day-to-day dutieso Responsible for staff recruitmento Provide structured performance reviews, ensuring development objectives are being achieved and updated• Defining and documenting operational procedures for new and existing processes

Manchester, United Kingdom

Responsible for ensuring core underlying storage availability for the UKAchievements:• Successfully reviewed and updated all support documentation stored on the SharePoint collaboration site• Update and improve daily checks procedures to drive efficiency• Successful creation of a new ServiceNow dashboard to show a clear and concise view of all Incidents, tasks, and requests • Creation of a backup DR test plan for key services, providing proactive monthly testing per key service all year round, and feeds directly into the wider ITS DR planResponsibilities:• Manage the running of daily service checks are carried out, alerts are reported to the wider storage services team and action is taken to remediate• Ensure ServiceNow incidents are monitored and actioned within SLA, incidents include data restores (Volume Shadow Copy & tape), file permissions, Disk space management, requests for additional storage.

Manchester, United Kingdom

Responsible for ensuring projects have a smooth transition into the live environment with major emphasis on the impact of “Service Operation” teams.Responsibilities:• Assess and understand the requirement of each project to then determine how this will impact Service Operations teams and whether the impacted teams can absorb this new project into their BAU support. Ensuring there is a support workflow in place, knowledge base is updated and learning guides in place in readiness for go live.• Ensuring that all impacted team are well briefed on upcoming changes, all support processes are agreed with operational teams, and where required impacted areas of the business receive clear communication prior to go live.• Taking full responsibility of the tasks related to transition, and ensuring that all tasks are completed in full, ensure where new impact risks are identified they are raised to the project Manager/team.• building up of strong relationships within ITS, project teams and within the business to ensure that the service provided meets or exceeds expectations. The building of strong working relationships is key to providing a good service.

Responsibilities:• Full responsibility for the Manchester office, which has over 650 staff. Monitoring Incidents ensuring they are answered and actioned within guidelines set in the service level agreement; Setting an example for the rest of the UK onsite team; offering mentorship to the younger members of the team; Provide an escalation point to the Senior Management Team.• Provide 2nd line support for the Manchester office, ensuring that all incidents are investigated and resolved within the SLA set, tasks include support of all applications, Microsoft as well as bespoke tax/Audit and Corporate Finance applications, VPN Support, Lync2010, Skype for Business, VOIP, Windows7, Windows 8 Lan/Wan, Wireless, Mobile Device support, GOOD for Enterprise, GOOD Works, Intune.• Working with the team to make sure that all troubleshooting documentation is up to date and uploaded to the team’s knowledge base, Regular review of documentation as software and hardware change.• Ensuring all IT assets are up to date within the asset management and end of life equipment is disposed of correctly. • Full responsibility for the team and the successful support of the office. Other responsibilities include support for Partner Conferences, SharePoint Champion Role - responsible for the upkeep on the team’s SharePoint site• Point of contact for all operational projects related to the Manchester office, ensuring all projects actions are completed on time. If the project affects part of our internal infrastructure, I am responsible for testing all network related connectivity prior to signing off as completed successfully.

IT operational support manager for the field support services team.

Leadership/Supervision: Full responsibility for the Manchester office, which has over 600 staff, supervising a team of 3 Technical Analysts, delegating the jobs to ensure all tickets are completed within deadlines as set in the service level agreement. Monitoring calls to make sure they are answered and actioned within guidelines set in the service level agreement. Conduct 1 to 1 meetings with the individual team members to discuss work, training and morale (linking into the annual appraisal system) and also to record sickness and arrange office cover when required. Provide an escalation point to the Senior Management Team.Documentation: Working with the team to make sure that all troubleshooting documentation is up to date and uploaded to the team’s knowledge base. Regular review of documentation as software and hardware change.Asset Management: Ensuring all IT assets are up to date within the asset management and end of life equipment is disposed of correctly. This links in with procurement, where large annual PC replacement programs are completed for equipment which has reached end of life.Co-ordination: Heavily involved in a large office move in December 2006. Responsible for all services to be fully operational for “Day 1”, all Ethernet points and wireless tested, printers and MFD’s (Multi-Functional Devices) in place and working, monitors checked, VOIP telephony system, video conferencing, plus a fully operational support department, In place and organised.Responsibility: Full responsibility for the team and the successful support of the office. Other responsibilities include support for Partner Conferences when a senior member of the IT team, who has strong communication skills and a high knowledge of IT, is required to successfully support a Conference for over 200 company Partners.

Responsibility: 1st line (IT Helpdesk) and 2nd line (Regional Onsite) support in both the Manchester and other offices around the UK as required. Also responsible for installation of numerous software applications (bespoke and standard), maintaining servers, backup/restore of data, hardware support, network support and telephone support. (VOIP)