Managing the Service Desk, 2nd Line Support & Request Fulfilment teamsLiaising with fellow IST managers and teams within the Group IT function and providing MI to interested parties.Escalation point for all End User Service issues for over 2000 end users, located in 6 Countries within North West EuropeRegional Picasso (HP Service Centre) Representative, managing the deployment of new features, development requests & day to day issuesManaging £600K budget for the purchasing of all Desktops/Laptops & PC peripherals & SoftwareImplemented numerous process improvements including: new stock control procedures, new incident escalation procedure & new project management process.Developed & supported the number one performing support team within Alstom GRID (#1 of 7 regional service desks)

Escalation point for all tablet hardware issues2nd line remote support to over 1200 end users based at 120 sites (UK)Installation/upgrade & decommission of hardware in 50 branches in a field based environmentThe build and delivery of over 800 Tablet pc's to 120 sites across the UK, ahead of schedule, during the accelerated roll out of the Enterprise projectImplemented large scale changes to build role, including check list for hardware/ full system testing & updated build procedure