Phil Egan Email & Phone Number

Manchester, England, United Kingdom

Director Consulting Services at CGI

Senior Project Manager at CGI

Derby, United Kingdom

Managed the full project lifecycle, design, build, test, implementation and close down of cyber security COTs software global roll out.

London, United Kingdom

Managing datacentre migration covering all applications/infrastructure used by the client.Manage the planning and implementation of various infrastructure/applications

Derby, United Kingdom

Project managed planning and design rolling out new IT infrastructure in new purpose built facilities.Managed 3rd party vendors on behalf of Rolls-Royce ensuring deadlines were met.

London, United Kingdom

Direct Line Group/RBSG separation programme focusing on a 25+ million pounds portfolio working on an insurance/banking account.Project managed, planned and implemented multiple successful application/infrastructure moves.

Birmingham, United Kingdom

Project manager for various new work delivery pieces.

Birmingham, United Kingdom

Project manager on the Environment Agency transformation project into CG ensuring delivery of over 20 individual bespoke silver service software applications. Responsibilities included managing various work streams, architects for design, technical staff for build, test management for SiT, UAT and OAT, security for the ADS, service introduction for the ORC and change management for the RFC. Managed the client and customer relationship. Completed vendor management due to the complexity of some of the applications. Used the LEAN method of working due to the volume of workload, hosting daily dStum’s with support staff and weekly update meetings with the client.

Birmingham, United Kingdom

Worked with 18 project streams delivering various application transformations. Project managed, planned and implemented multiple application/infrastructure migrations.

Birmingham, United Kingdom

Transferred the service of an existing service desk in a large government organisation to a new location within a new company. This involved knowledge transfer, people training and readiness testing ensuring that on the go live date the transfer was seamless. Led a team of over 30 staff based in 5 locations across the United Kingdom assisting the new support team in meeting service level targets, training and development and all other aspects of contractual obligations.

Warrington, United Kingdom

Managed 14 staff, a mix of contractors and permanent on a virtual service desk made up of 3 locations. Responsibilities included staff appraisals, conducting team meetings, coaching, timesheet and expenses authorisation, holiday approval and sickness reporting/return to work forms. Managed recruitment. Managed the longest serving and top performing service desk over a 12 month period meeting and in some cases excelling in agreed SLA targets.Part of the role involved acting as the national duty manager for the company where he co-ordinated any major or high priority incidents. This enabled effective communication within the I.T function and the business whilst pushing various internal support teams for faster resolution.Used call monitoring software to co-ordinate the 3 virtual desks to enable effective time management and make sure there was no fall in SLA. Performed listen ins that formed the basis of coaching sessions. Dealt with complaints/commendations in accordance to procedure liaising with customers, service level managers and internal support teams to enable faster resolution and increased customer satisfaction.Engaged with 3rd party suppliers for whatever the need may be.Attended daily management audios and quarterly face to face meetings where he was able to input ideas for areas of improvement and review service. Deputised for his superior and acted as 1st line support manager looking after 37 staff whilst dealing with RFC approvals, attending CAB audios, high level management meetings, delegating ad hock requests and cascading various bits of information. Helped the service improvement team to meet targets in preparation for outsource. Led the team through a successful TUPE transfer to the outsource supplier whilst helping the new company train its staff and meet agreed targets.

Warrington, United Kingdom

Acted as an escalation point between systems engineers and the service desk manager.Coached engineers on new requests that came in or take on any issues that would take a first line engineer too long to do due to the extent of investigation needed.Performed duty tasks on a rota basis which would involve the publishing of downtime and service outages on internal intranet pages, updating telephony with service outage messages and the initial investigation for potential high priority issues.Created a business support team which was a team of staff with less technical knowledge and experience as service desk staff to deal with I.T administration requests e.g. password resets, account administration and email request logging. This enabled the more technical contractors extra time to concentrate on the more challenging issues.Stood in for his manager when required where he would authorise timesheets, approve leave requests, delegate any tasks that came in and deal with customer complaints. Interviewed new staff and trained new starters.

Warrington, United Kingdom

First line support analyst.Supported over 12,000 users using various Microsoft/Novell applications to resolve in excess of 70% issues first line. These issues included hardware and software failures, a large number of in house applications, oracle databases and remote working.

Warrington, United Kingdom

Provided 2nd line support specialising in desktop, microsoft office packages and the email system novell groupwise. Worked on calls assigned to his incident stack liaising with customers and fellow team members in order to resolve user issues.Developed a new problem management team identifying persistent problems and providing permanent resolutions. Documented fixes for the knowledge base and adding them to an internal intranet based system.Involved in the service delivery programme when transforming the EA helpdesk into a service desk. Part of the knowledge transfer team and was involved in the preparation making sure the office was setup and the tools were in place to go live.

Warrington, United Kingdom

In the role of helpdesk operator I worked on 1st line support logging calls via telephone and email for over 12,000 business users on the national helpdesk using call logging software. Where possible calls were fixed first time but those that couldn’t were referred to regional teams. Tasks carried out on the helpdesk included the creation of new user accounts and user account maintenance using Novell NetWare Administrator.