Rick Danes Email & Phone Number

London, Gloucestershire, Buckinghamshire

• Managed IT Operations, overseeing the lifecycle of key ITIL practices, including Incident, Problem, Change, Asset, Transition, and Service Request management, ensuring timely resolution in line with SLAs.• Acted as a point of escalation to maintain seamless service delivery by adhering to established systems, processes, and methodologies.• Provided regular incident and maintenance updates, as well as detailed reports on service performance to senior management, ensuring transparency… Show more • Managed IT Operations, overseeing the lifecycle of key ITIL practices, including Incident, Problem, Change, Asset, Transition, and Service Request management, ensuring timely resolution in line with SLAs.• Acted as a point of escalation to maintain seamless service delivery by adhering to established systems, processes, and methodologies.• Provided regular incident and maintenance updates, as well as detailed reports on service performance to senior management, ensuring transparency and effective communication on all issues.• Strategically planned and scheduled resources to optimize efficiency and ensure project success.• Developed and maintained strong relationships with customers and suppliers, fostering collaboration to enhance service delivery.• Participated in an Incident Management team rota, providing critical support outside of core business hours.• Consulted with business stakeholders to provide input on solution changes, updates, and upgrades, assisting in defining and communicating the strategic IT roadmap.• Supervised and directed the commissioning team on projects, ensuring all requirements met the agreed performance parameters and specifications.• Conducted safety inspections and toolbox talks, ensuring construction and site safety adhered to Health and Safety control procedures, policies, and legislations.• Improved processes and reporting under the direction of the Head of Projects/Operations Director to create efficiencies and ensure specialist knowledge is consistent and transferable across the entire portfolio, keeping all records and data up to date.• Resourced and trained a team to deliver on-site customer service to the high standards expected in the event/hospitality industry, achieving industry-leading efficiencies using a combination of in-house leadership, specialist skills, external support and out-sourced work packages. Show less

Orpington, England, United Kingdom

• Managed end-to-end service provision, acted as the primary liaison for over 200 clients, and ensured seamless service delivery by adhering to SLAs and KPIs. Fine-tuned the server alerting threshold, resulting in a 80% reduction in ticket counts for all clients.• Conducted monthly site surveys and provided consultative input on IT infrastructure and service improvements.• Developed strategies to mitigate risks to service delivery, enhancing the stability and reliability of IT… Show more • Managed end-to-end service provision, acted as the primary liaison for over 200 clients, and ensured seamless service delivery by adhering to SLAs and KPIs. Fine-tuned the server alerting threshold, resulting in a 80% reduction in ticket counts for all clients.• Conducted monthly site surveys and provided consultative input on IT infrastructure and service improvements.• Developed strategies to mitigate risks to service delivery, enhancing the stability and reliability of IT services.• Conducting monthly site surveys, offering valuable insights on aspects such as office relocation, communication systems, firewall, and WIFI. Show less

• Spearheaded the creation of service offerings, cost structures, and support models, ensuring alignment with industry best practices.• Guided service desk teams to maintain exceptional customer service standards and improve overall team performance.• Established a robust service management framework, synchronised with ITIL processes to enhance service delivery.• Prepared and presented comprehensive reports on service desk activities to stakeholders for data-driven decision making… Show more • Spearheaded the creation of service offerings, cost structures, and support models, ensuring alignment with industry best practices.• Guided service desk teams to maintain exceptional customer service standards and improve overall team performance.• Established a robust service management framework, synchronised with ITIL processes to enhance service delivery.• Prepared and presented comprehensive reports on service desk activities to stakeholders for data-driven decision making. Served as primary point of contact for addressing customer issues and concerns. Show less

Dartford, United Kingdom

• Managed range of key and complex projects for National Highways within budgetary supervised project's design phase, aligning upgrades and deployments with corporate objectives.• Achieved project milestones in accordance with National Highways standards, ensuring cost-effective and timely project outcomes.• Demonstrated expertise in project management for IT infrastructure, hardware and software, data centre refresh, and digital transformation.• Facilitated business continuity… Show more • Managed range of key and complex projects for National Highways within budgetary supervised project's design phase, aligning upgrades and deployments with corporate objectives.• Achieved project milestones in accordance with National Highways standards, ensuring cost-effective and timely project outcomes.• Demonstrated expertise in project management for IT infrastructure, hardware and software, data centre refresh, and digital transformation.• Facilitated business continuity during COVID time by overseeing home working project, addressing potential requirements, and deploying robust solutions. • Notable projects included the CCTV implementation around the M25 network, Implementation of road space booking application integration of an ERP accounting application and integration of NRTS. Show less

Dartford, England, United Kingdom

• Oversaw IT service delivery, managing technicians and support staff to optimise performance and meet SLAs.• Conducted root cause analysis on incidents, implemented solutions to prevent recurrence, and maintained high customer satisfaction.• Developed service improvement plans and ensured compliance with security standards and regulations.• Cultivated and sustained robust relationships with clients, stakeholders, external vendors, and suppliers to uphold quality standards. Tracked… Show more • Oversaw IT service delivery, managing technicians and support staff to optimise performance and meet SLAs.• Conducted root cause analysis on incidents, implemented solutions to prevent recurrence, and maintained high customer satisfaction.• Developed service improvement plans and ensured compliance with security standards and regulations.• Cultivated and sustained robust relationships with clients, stakeholders, external vendors, and suppliers to uphold quality standards. Tracked established KPIs with keen focus on meeting defined SLAs and assuring high level of customer satisfaction. • Monitored allocated budgets for effective resource allocation and utilisation. Show less

London, United Kingdom

Represented Blockmate Computing Limited at high level customer meetings with regards to new business opportunities, business enhancement and customer service reviews. Progressing actions to meet customer’s requirements. Maintain strong links with customer contacts, communicating courteously with customers by telephone, email, letter and face to face.Assistance in maintenance of a database (collection of information about market, customers, operators, competitors, institutions… Show more Represented Blockmate Computing Limited at high level customer meetings with regards to new business opportunities, business enhancement and customer service reviews. Progressing actions to meet customer’s requirements. Maintain strong links with customer contacts, communicating courteously with customers by telephone, email, letter and face to face.Assistance in maintenance of a database (collection of information about market, customers, operators, competitors, institutions, etc.)Tender preparation/offering to ensure that service levels can be maintained and profitability targets met.Work with the management team to bid on managed service opportunities from new and existing customers.Manage call escalation ensuring adherence to customer SLA’s.Analyse customer reports and identify trends in faults and provide feedback to service department and assist in the resolution.Ensure that systems, processes and methodologies are followed to effectively monitor, control and support service delivery.Full responsibility for customer report preparation (all customers) ensuring content and delivery to contract specifications.Provide internal management reports on call profiles, staff utilisation, project progress, cost drivers and equipment reliability.Provide customer proposals and prepare change requests for existing supply and service projects.Liaise and organise suppliers and sub-contractors on service and project related work as outlined by the customer to pre-agreed specification.Investigate and solve customers' problems, which may be complex or long-standing that have been passed on by the service desk team.Provide a pro-active approach to customers queries and assist in meeting their requirements.First point of escalation for all customer requests, enquiries and complaints.Ensure appropriate processes are developed and adhered to with regards to use of the service desk toolset in line with guidelines/principals. Show less

Romford, United Kingdom

• Overall control of the ICT service delivery function including all hardware, communications and information systems and software, internet technology, disaster recovery, due diligence for new business acquisitions and telephony. • Managed a team of eight within the ICT service delivery, ensured that all ICT staff had the ability and skills to deliver a high-quality service and that working conditions, employment practices, training and opportunities were conducive to job satisfaction and… Show more • Overall control of the ICT service delivery function including all hardware, communications and information systems and software, internet technology, disaster recovery, due diligence for new business acquisitions and telephony. • Managed a team of eight within the ICT service delivery, ensured that all ICT staff had the ability and skills to deliver a high-quality service and that working conditions, employment practices, training and opportunities were conducive to job satisfaction and personal development. • Influenced the development of appropriate ICT skills across the organisation and working closely with the development manager implemented an in-house helpdesk application that served the company well past 3,000 employees. • Managed and developed the IT support team to ensure projects and services were delivered to tight budget and deadlines.• Identified and implemented processes and procedures to enhance SLA performance and effectively managed services transition for the rebuilding of teams based on ITIL best practice. • Risk management and the development of company agreed standards in line with business continuity. Data security and cyber threats that can take on many forms, from “lone employees” to highly organized teams both capable of breaching or extracting personal, corporate, or state data and secrets.• Backup, disaster recovery and business continuity planning were all paramount concern to the business. Improving company’s preparedness and resilience in the face of unexpected disasters with the creation of a comprehensive backup, disaster recovery and business continuity solution incorporating the latest technology and industry best practice. Show less