Ross Martin

Ross Martin Email and Phone Number

Technical Manager at New World IT @ New World IT
Ross Martin's Location
Hemel Hempstead, England, United Kingdom, United Kingdom
About Ross Martin

As a dedicated Service Desk Manager, I thrive to ensure that our clients are getting the best possible service and that staff get the opportunities to grow and reach their potential.I have over 25 years experience in IT support working with all different types of clients across UK and Europe.At New World IT we have successfully been able to keep our time for an engineer to be working on a newly logged ticket under three minutes since 2018, therefore offering clients an environment where their issues are looked at and resolved as quickly as possible. I am always keen to learn new skills to develop myself but to also pass them down to others so they can continue with their own development.I have recently become certified by the Service Desk Institute as a Service Desk Manager and passed with 90% achieving the Higher Mastery. Only 11% of people who took and passed the exam have achieved this since 2021.I also passed my ITIL Foundation V4 with 100%!

Ross Martin's Current Company Details
New World IT

New World It

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Technical Manager at New World IT
Ross Martin Work Experience Details
  • New World It
    Technical Manager
    New World It Mar 2012 - Present
    Watford, England, United Kingdom
    - Oversee the Service Desk function and staff- Train, coach and mentor the Service Desk Analysts- Promote a proactive and solution orientated mindset- Define and monitor SLAs and KPIs- Conduct regular 121s and annual reviews- Change, Incident and Problem management- Creating, reviewing and documenting processes- Drive Continuous Improvement to enhance service delivery- Carry out monthly service review meetings with existing customers- Build and maintain strong relationships with clients- Serving as the primary point of contact for service-related matters- Ensuring Cyber Security compliance for all customers- Coordinate and lead projects within the service desk- 3rd Party supplier management- Keeping up to date on relevant subject areas
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  • Tracline
    Technical Manager
    Tracline 2008 - 2012
    Edgware, England, United Kingdom
    - Oversee the Service Desk function, Warehouse and on-site install teams- Serving as the primary point of contact for service-related matters- Define and monitor SLAs and KPIs- Identify, train, coach and mentor the Service Desk Analysts, Warehouse and Install teams- Conduct regular 121s and annual reviews- Change, Incident and Problem management- Design, consult and implement mobile working solutions for the NHS. Projects range from £30,000 to £250,000- Define and implement solutions for SMEs as part of the MSP side of the business- Coordinate and lead projects within the service desk
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  • J D Wetherspoon
    2Nd Line Support
    J D Wetherspoon Apr 2006 - Apr 2008
    Watford, England, United Kingdom
    - 2nd Line team leader supporting 101 servers, 1000 devices, 18,000 users over 700 sites- Act as the main escalation point for 2nd line analysts for technical queries and issues- Identify, train and developed the 2nd line analysts to ensure they had the necessary skill sets- Server 2003 to 2008 Migration Project, including AD, Exchange and SQL Servers- Assisted in on-premises server room build and server consolidation Project- Technical IT Lead for over 60 pub openings- Represented the service desk in company meetings- Working in an ITIL environment
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  • Tracline
    It Manager
    Tracline Nov 2001 - Mar 2006
    Edgware, England, United Kingdom
    • IT support for multiple small to medium sized businesses as well as internal staff and infrastructure• Designing and managing warehouse PC image deployment service for the NHS• Evaluating IT products for suitability for the health market• Attend road shows to demonstrate to IT staff how IT products and solutions work• Liaise with NHS IT staff about PC images and deployment projects• Managing PC deployments into NHS sites across the UK• Lead teams into NHS sites to deploy PC at a large scale (600+ PCs)
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Ross Martin Skills

Network Security Cisco Technologies Itil V3 Foundations Certified Prince2 Ccna Technology Management Tcp/ip Voip Firewalls Switches Cloud Computing Wireless Sip Network Design Ip

Ross Martin Education Details

  • University Of Westminster
    University Of Westminster
    Computer Science
  • The Knowledge Academy
    The Knowledge Academy
    Prince 2 Foundation
  • The Knowledge Academy
    The Knowledge Academy
    Itil V3 Foundation
  • Westminster University
    Westminster University
    Certified Cisco Network Associate
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  • Harrow Weald College
    Harrow Weald College
  • Hatch End High School
    Hatch End High School

Frequently Asked Questions about Ross Martin

What company does Ross Martin work for?

Ross Martin works for New World It

What is Ross Martin's role at the current company?

Ross Martin's current role is Technical Manager at New World IT.

What schools did Ross Martin attend?

Ross Martin attended University Of Westminster, The Knowledge Academy, The Knowledge Academy, Westminster University, Harrow Weald College, Hatch End High School.

What skills is Ross Martin known for?

Ross Martin has skills like Network Security, Cisco Technologies, Itil V3 Foundations Certified, Prince2, Ccna, Technology Management, Tcp/ip, Voip, Firewalls, Switches, Cloud Computing, Wireless.

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