Peter Fry Email and Phone Number

Implementing programme of works upgrading existing analogue Warden Call Systems to modern, digital systems using Appello, Chiptech and Alertacall systems as appropriate, ahead of the digital cutover. Training of colleagues and customers, creating programme of works with suppliers. Creation of communication plans for colleagues and customers. Adapting quickly to changes in priority due to existing system failures. Engaging with residents, many elderly, to ensure systsems meet their needs and they are happy with implemented systems.

Moved onsite servers and services to a managed datacentre along with new DR system. Ensured partner UMO system that was moved to the cloud was able to connect to systems that moved to the managed datacentre. Managed 3rd party supplier who provided consultation for this work. Completed connection of schemes to corporate Meraki system, along with backup lines for main office. Survey work on existing WiFi and broadband connections to enable connectivity to be streamlined.

Developed Project Management processes, procedures including project request forms for how the wider business requests project support from IT. Created and delivered a Project Management workshop to senior management to help wider business understand why project management processes and request procedure were being introduced by IT. Provided project support for several business projects. Migrated remaining parts of the business to main Autopart IT system during pandemic.

As part of the 02 Partnership responsible for implementing wide range of projects for tariff changes, system upgrades, software changes and OFCOM regulations in a call centre environment.

Responsible for providing a 24x7 ICT Service Desk for the Trust, providing management and leadership to the ICT Service Desk Team and to ensure that a high quality first and second level technical service desk function is provided to all Trust staff.

Project / Programme Manager on Seadrill account. Programme responsible for migrating application and database servers from Windows 2003 to Windows 2008, decommissioning of obsolete domains, implementation of new network services, moving to centralised Virtual servers. Applications include IFS, eDocs, BizTalk and Oracle. This is a global project including 30 offshore oil rigs. Project teams a spread across Europe and India.

Project Managing the on-boarding of new customer including hybrid O365 infrastructure, support, desktops and telephony.

Responsible for governing a number of concurrent small to medium infrastructure, desktop and application ICT Projects within an ITIL, PRINCE 2, ISO9001 environment for 2 large local authorities.

Service Improvement Programme for On Site Services – This Programme was to deliver consistent Services and Work Instructions across all 900 Shell locations serviced by HP On Site Services. It was a multi year global project that finished on time and within budget and provide a base set of services and documentation that ensures that both the customer and delivering organisations know what is expected.• Project Manager initially for Africa and later Asia Pacific due to on-going issues in that region.• Developed PC Loaner Service through to pilot. • Ensure reporting to Programme Manager and PMO. • Manage local Shell stakeholders. Stock Management – Scope was to deliver Stock Management Service improvements, PC Loaner Service and Walk-In Service globally for Shell, leading to reduced costs by ensuring PC’s were always in stock, no excess stock was held, reduced invoicing due to more bulk orders along with a global consistent process that regained trust with client management.- Developed and led a global team to implement improved Stock Management Processes and Tool, PC Loaner Service and Walk-In Centres to 900 Shell locations serviced by HP On Site Services.- Managed the Programme, reporting and relationships with multiple stakeholders.Temporary Replacement Units - Develop and piloted improvement to the global break / fix service for the Shell account by ensuring a loan PC is available to users whose PC cannot be fixed within SLA.- Created replacement process, deployment guides and schedule for global delivery. - Manage the Project, reporting and managing the relationships with the client and multiple 3rd party stakeholders.Operational Failover Reconfiguration – Lead project manager for this multi vendor project whose aim was to reconfigure existing IT Infrastructure located in a newly vacated office in Kazakhstan to provide operational failover / disaster recovery service for a new sites servers and infrastructure.

Migration to MS Vista & Office 2007 – As part of this major global migration of 150,000 PC’s to MS Vista and Office 2007 worked on a sub-project to ensure all non-central support teams and 3rd Party Suppliers were able to continue to provide their support and services to Shell end users as they migrated. This activity was completed on time and required frequent travel to Malaysia to work with the larger project team in workshops to ensure that work was synchronised to the wider migration project.

- Responsible for a team of 20 Service Desk Analysts that formed part of the European English Language Service Desk that served a diverse customer base Across Europe, Middle East, Africa as well as out of hours calls from America and Asia-Pacific regions. - Developed and implemented change initiatives to ensure optimal staffing levels across the day improving call pick up times and improved SLA's helping reduce deficits from other locations.- Collaborated in development and implementation of global coaching process for analysts to help improve ticket quality and the way they work enabling team SLA’s to be consistently surpassed thus contributing positivity to regional and global SLA's.- Developed, implemented and coached a team of Technical Consultants who provided technical help to other Service Desk members resulting in analyst receiving individual help and training and thus improving their fix rates and call times. Common incidents were documented fully and communicated and Problems monitored closely, again helping increase fix rates and reduce call times

Developed and delivered scenario based training whilst based in India that ensured the outsourcing of 2nd Line support to Wipro completed on time and the new team proficient in its abilities to meet Shells requirements.

- Day-to-day management of a team of 40 Desktop Support Engineers providing support primarily across Europe, Middle East and Africa as well as out of hours calls from America and Asia-Pacific regions. - Created, implemented and ensured adoption of global processes and tools to ensure consistent support from each of the 3 global support centres leading to standard working practices and reduced fix times for end users.- Evolved weekly focus groups to work outstanding Problems with 3rd Line support teams leading to better problem analysis and solutions being efficiently shared with 2nd and 1st Line support.- Developed and implemented initiatives to improve incident ticket handling which led to a reduction of open tickets by 30% and enabled several SLA's to be exceeded for the first time in several months.

- Helped develop new 1st and 2nd Line support teams during migration to new global desktop standard providing initial tools, knowledgebase and training curriculum to enable analysts to be correctly trained and be able to support the new XP environment straight away.- Recruited, trained and coached specialist 2nd Line team to support end-users connecting from outside of the office. This led to increased support availability and skills as well as increased customer satisfaction as their perception of the service was turned around.- Initiated the creation and provision of training to the EU Service Desk Remote Access Technology providing all analysts with a base set of skills which increased 1st level fixes and reduced call times.

Installed and maintained a PC Inventory and installation / software delivery service to 40,000 PCs across Europe reducing software installation and upgrade time and saving costs in the reduction of onsite support.

Providing onsite second line desktop support for the Windows NT and Windows 95 Desktop systems to Shell Exploration and Production in Aberdeen. Acting Team Leader for staff supporting 2 satellite sites within Aberdeen.

Provided in-depth deskside 2nd line support to the site and Helpdesk for OS and software related problems as well as LAN installation and maintenance, installation and configuration of NT 4 Servers and the migration of PC’s from DOS to Windows 3.1. Responsible for several small scale projects that required liaison within the local site, the Shell Group, suppliers and second line hardware and software engineers.

Performed dBase III, FoxPro and Oracle database programming and DBA tasks for scientific and office use, including a Diesel Test system that was used globally as part of Shells diesel development programme and providing system support for the annual ranking exercise.