Rob Tickner Email & Phone Number

Jp

Bristol, Gb

The Driver and Vehicle Standards Agency is an executive agency of the UK Department for Transport. It carries out driving tests, approves people to be driving instructors and MOT testers, carries out tests to make sure lorries and buses are safe to drive, carries out roadside checks on drivers and vehicles, and monitors vehicle recalls.Accomplishments in role:- Implementation and management of Infrastructure Operations Risk Register- Ownership of Problem Management within the core Infrastructure Team

Shoreham-By-Sea, Gb

Suppliers for classic car parts for over 30 years, Heritage Parts Centre is renowned for it's specialism and service levels as a company run BY enthusiasts FOR enthusiasts.Accomplishments in role* Project management of Brand Migration from VW Heritage to Heritage Parts Centre* Project management of email campaign tooling migration from Smartfocus to Dotmailer* Implementation and maintenance of Zendesk Support platform, including integrations* Project management and implementation of Product Information Management System (Akeneo)* Project management of Re-platforming and upgrade of Wordpress blog* Management of migration to VOIP telephony system and ongoing change management* Scoping and execution of the ongoing technology and development roadmap* Migration of E-Commerce Website from Magento 1 CE to Magento 2 EE (cloud)

Accomplishments in this role include:* Consolidation of external web monitoring platforms, moving to a single-supplier in order to reduce complexity and significantly reduce overall annual running costs by over 50%* Facilitating training sessions delivered to managers and directors across RBI to promote HR best practices* Integrated UK & NL teams responsible for the support of back office systems

Brighton, England, Gb

Accomplishments in this role include:* Overall reduction in hosting costs through better use of available technology platforms. This is a mixture of consolidating hosting partner services in use, bringing a number of services in house and revising usage of our cloud hosting platform through investing in reserved instances.* Securing a number of existing development clients into managed service contracts * Establishing financial dashboards and forecasting in order to enable strong investment decisions* Facilitating a company 'Strategy Day' in order to involve all team members in the forward looking annual business goals and sales strategy, and drive up engagement across the EU team* Production of a standard rate model for development and support contracts to be used during trade show sales activity

Hull, Gb

Accomplishments in this role include:Hosting Operations Centre:* Facilitating the planning, consultancy, and execution of a shift coverage re-design in our Hosting Operations Centre (Data Centre Operations). This increased 24/7/365 coverage, providing improved cover during peak activity hours, whilst delivery a more consistent shift pattern and rest day schedule to team members* Put into place a shift leadership layer into the Hosting Operations and Support teams, improving escalation paths and providing a management development capability* Facilitated introduction of Core Competency Matrix and on-boarding training, drastically reducing the up-skill time of new staff to see them 'fully effective' in role at an earlier stageHosting Support:• Sponsored and managed the overhaul of the online experience in order to increase the levels of self-service available to hosting customers, and reduce demand on hosting teams• Definition, implementation and ongoing ownership of Problem Management Internet & Hosting Services• Implemented a central ‘Quality Assurance’ system for new implementations in order to capture MI on quality of new implementations and measure/improve success on a continual basis• Significant reduction in call wait times, and corresponding reduction in call abandonment for support calls• Sponsored a series of system changes to improve MI, in order to accurately profile ticket behaviour, and determine more accurate demand forecasting• Established performance management and personal development toolsets* Transitioned team from 'time to resolve' targets to 'time to respond' and 'quality of response' service targets* Creating culture of open and transparent communication, producing an increase in transparent ticket contributions from 45% to 85% (overall comments visible as a proportion of total comments made) with demonstrable improvements to Customer Experience (measured via transactional NPS), and Employee Satisfaction (measured via surveys)

San Antonio, Texas, Us

Responsible for providing best-in-class leadership for a team of Windows Systems Administrators, and to deliver operational excellence to Rackspace customers within the dedicated Windows hosting space.Accomplishments in this role include:* During tenure with the team, the Managed Windows group obtained, and continually and consistently achieved the highest operational excellence 'scores' across the Support functions, measured with the following quantitative and qualitative KPIs: i) Telephone answer timeii) Administrator Telephone availabilityiii) Ticket Response timeiv) NPS-T (this is a score provided by the customer based on a 'Net Promotor Score' methodology, but on a transactional 'per ticket' basis)

San Antonio, Texas, Us

Responsible for leading the 24/7/365 Data Centre Operations teams for Slough and Heathrow facilities (approximate 56,000sqft net technical space cumulatively).Accomplishments in this role include:• Planning and implementing the ‘migration’ of Rackers from Heathrow and Park Royal Data centre facilities to the LON3 site in Slough. The net overall effect was a successful reduction in headcount in the Engineering team, with no redundancies required overall within the DCOps or Inventory functions due to the site consolidations.• Successfully ‘managing change’ through integration of teams from three different sites into the LON3 facility.• Re-design and launch of ‘Job Families’ technician development track with associated career paths and job specifications, and alignment with training requirements and budget.• Implementation of the first UK DC Production Team. This effectively ‘split’ the DCOPS tech function in order to streamline the server production process and increase output through ‘leaner’ working practices. My team achieved a production ‘queue’ of ZERO during this time.• Design and implementation of the Complex Managed containment. This system was designed outside of the standard introduced in other sites, however was later adopted there due to flexibility and fit with DC design.• Racker of the Month August 2009

Portsmouth, Hampshire, Gb

Accomplishments in this role include:• Review and change of ESD precautions implemented, significantly reducing the percentage of ‘repair returns’• Reduction in overall headcount through introduction of ‘leaner’ working practices.• Successfully managing change during the integration of the Novatech ‘Upgrades Centre’ and ‘Returns Department (RMA testing/return) driving good working practices