Peter Anderton Email & Phone Number

Atlanta, Georgia, United States

Atlanta, Georgia, United States

Responsible for IT operations at system level according to, but not limited by, the IT Service CatalogueManagement of local vendor relationships and contracts including US wireless vendorsCreate and maintain best practice standards for IT operations within the teams and offices and support continuous service improvement.Ensure support teams have the resources and tools needed to provide support to the BCG user community.Manage CAPEX and OPEX and support the budget forecasting process.Responsible for team staffing, capacity management and development.Management of local office IT related risks, assets and lifecycles.Supervise the completion, and resolution of all incidents, problems and requests at system level through the IT service management ticketing system.Track and manage key IT Service KPIs to ensure appropriate targets are being met.Manage and supervise the team on a week-to-week basis ensuring that RtB activities are prioritized while project work deadlines are met.Coach all direct reports with regular check-ins to ensure performance is of a high standard, opportunities for professional growth is discussed, and timely and honest feedback is provided.Work closely with key stakeholders across the business and act as a key business relationship manager by facilitating regular meetings or informal engagement opportunitiesProject management to execute global delivery projects and local initiatives

Atlanta, Georgia, United States

• Hands-on, dedicated professional with experience in IT management.• Manage upwards to 7 technicians supporting 1,000+ end-users 24 hours, 7 days a week in a WAN/LAN TCP-IP protocol environment. • Recognized for delivering IT solutions that consistently meet complex business requirements.• Adept in building strong relationships with IT staff, customers, vendors and third-party contractors.• Streamlined Information Technology department by separating support tasks, creating leadership opportunities and implementing best practices.• Provide technical support and expertise in resolving the most complex customer problems; e.g., re-imaging customer workstations and correcting other workstations affected by similar problems.• Act as the central contact for IT Support team during regular business hours and provide immediate on-call support for any major business impacting issues.• Review daily incident tickets, route tickets to staff and escalate calls to senior technical team members when needed.• Coordinate activities associated with the deployment, installation, maintenance, and upgrade of software, hardware and network facilities as it relates to the desktop environment.• Responsible for maintaining financial duties as assigned and manage vendor relationships according to contracted SLA’s and agreements (HP, CDW, Verizon, and HiTech,).

Conduct and oversee Account Management Reviews in accordance with established CCE procedures Maintain and update accurate problem/change ticket log Provide remote and/or on-site Field IT operational support, maintenance, problem solving, configuration and installation Serve as a liaison between clients, vendors and other technical groups to resolve complex IT issuesDevelop and maintain vendor relationships Ensure timely processing of all vendor payments Troubleshoot routine to complex IT problemsProactively identify potential problems and make recommendations regarding solutions

• Manage upwards to eight technicians supporting an office of 1100+ end-users 24 hours, 7 days a week in a WAN/LAN TCP-IP protocol environment. Interview potential employees.• Provide coaching and mentoring to staff, and other periodic discussions. Provide one-on-one coaching to direct reports with a goal of developing them to their full potential.• Serves as senior level resource with full ability to successfully complete and resolve complex, non-routine operational tasks and issues, or escalate them to the appropriate resource. • Answer, evaluate, and prioritise incoming telephone, voicemail, e-mail, and in-person requests for assistance from a support population of over 4,000 end users experiencing problems with hardware, software, networking, and other computer-related technologies.• Respond to client inquires concerning systems operation and diagnose system hardware, software, and operator problems.

• In-house integration and repair centre for PC based systems, printers and peripherals. Technical & Software Support, Developing office manual procedures. Training End Users, Backup & Restore Procedures.• Answered, evaluated, and prioritised incoming telephone, voicemail, e-mail, and in-person requests for assistance from a support population of over 4,000 end users experiencing problems with hardware, software, networking, and other computer-related technologies.• Responded to client inquires concerning systems operation and diagnose system hardware, software, and operator problems.• Logged and tracked calls using problem management database, and maintain historical records and related problem documentation. • Move and configure workstations and printers, Create/delete/modify network IDs, Answer and resolve issues over the phone, Reset passwords & intruder lockouts, grant permissions to files

Itil Foundations V3 Certification

Help Desk Certificate

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