Phil Clark Email & Phone Number

Milton Keynes, United Kingdom

IT Field Support

Service Delivery Manager

Uxbridge

Creation and staffing provision, procedures of the Securitas IT Service DeskManaging the performance of Level 1 and Level 2 services & support to clients(internal and external) and ensure that service levels are achievedEnsuring that customer expectations are met or exceeded and that standards andprocesses are followed to provide effective customer service and meet requirementsProviding data and reporting of KPI’s and trends to IT department and others in adhoc,weekly, monthly and as needed. Driving and developing strategies for improvement. Monitoring and managing phone queue (participating in escalated calls as needed,Managing process for communicating outage/emergency activities to the organizationManaging vendor relationships depending on daily operational needsPO review and approval/budgeting responsibilityReview survey feedback to improve services, tools and support experience

Richmond

Software support and trouble shooting for 300 users in various sites across UK andIreland on Exchange 5.5, Lotus Notes, Office 97, 2000, 2002 & 2003 Server Support on NT, 2000 and 2003 servers and workstations, Exchange 5.5, SQL7 & 2000, Domino 6.0.3; Configuring and installing Compaq & Dell servers Legato Administration, LANs & WANs; Backups, Unix and SQL administration Testing, implementation, system documentation, and maintenance of systemcomponents based on specifications. Also testing and troubleshooting of existing toolsProject management of office relocations, including technical and human resourceselements