RoleManage 1st and 2nd line support for Europe’s largest cloud based education network supporting 1200 schools in Northern Ireland with an end user base of 300,000 users. Education contracts also include Academies in GB. Direct line manage anywhere from fifteen to twenty five analysts depending on the time of year.Customer FocusedWork closely with the customer through regular meetings to help direct the service desk to their strategic vision.Promote and enforce a high level… Show more RoleManage 1st and 2nd line support for Europe’s largest cloud based education network supporting 1200 schools in Northern Ireland with an end user base of 300,000 users. Education contracts also include Academies in GB. Direct line manage anywhere from fifteen to twenty five analysts depending on the time of year.Customer FocusedWork closely with the customer through regular meetings to help direct the service desk to their strategic vision.Promote and enforce a high level of customer service within the team and contributed to the ‘Customer First’ audit awarded to Capita MITS.Recruiting and InductionRecruit and interview new analysts for roles within the service desk.Designed and created induction plan for new staff that caters for individual new starts as well as a creative group induction that takes place every August for the September period. This induction and training plan when implemented prepares anywhere from eight to twelve new staff, covering all aspects of the position required to support education contracts.Team BuildingBuilding a core team with an incredible attrition rate, spending time with each member to ensure personable relationships are maintained along with professional creating a content workforce. Implement Upskilling and Progression programmes for team members to help and encourage career development within their preferred field through close interaction with other parts of the business.Statistical impact planningDuring large scale upgrades and deployments, Model School and Pilot phases are examined closely to detriment overall success rates to predict the potential impact in call volumes to the service desk. From these statistics, resource planning can be made as well as creative pro active techniques to reduce impact on SLAs.TransitionWork closely with development teams, attend change control meetings and design strategies for implementing new knowledge to the service desk to help support new deployments. Show less

• Baselining performance and Ensuring consistency between staff – GOS, Logged, Conversion Rate, FLF, MTTR, etc• Managing staff levels using statistical reporting to help maintenance of the GOS during busy periods• Point of contact for Hierarchical escalations for Tier 1 Service Desk • Introduction of new staff and Progressing staff within the desk• Experience drawing up induction and training packages for Service desk to ensure new starts and existing team members hit critical… Show more • Baselining performance and Ensuring consistency between staff – GOS, Logged, Conversion Rate, FLF, MTTR, etc• Managing staff levels using statistical reporting to help maintenance of the GOS during busy periods• Point of contact for Hierarchical escalations for Tier 1 Service Desk • Introduction of new staff and Progressing staff within the desk• Experience drawing up induction and training packages for Service desk to ensure new starts and existing team members hit critical SLAs• Experience with large infrastructure changes and the transitioning of new processes by gathering, documenting and training amongst service desk• Involved in the creation and maintenance of service desk knowledge base• Producing reports to analyse SD call volumes for particular areas• Assisting Service Desk Manager with new contract analysis identifying quick wins and points of concern• Ensuring adherence to SLAs including GOS, FLF, Breaches• Developing solutions to increase productivity while reducing risk• Increasing FLF above contractual requirement through training and building First Line knowledge Base• Using initiative to manage service desk queues and resource management, working beyond assigned roles and responsibilities• Liaising with internal technical resolver groups to aid reduction of incidents routing to other teams and increase FLF• Ensuring high quality service to both internal and external customers• Responding to incidents and requests, ensuring they are resolved effectively and efficiently against service level agreements• Providing a key role in escalating calls between various levels of support and liaising with 3rd party resolver groups• Incident call type analysis to establish top incidents handled with the aim to reduce MTTR and increase FLF through creating design guides and new processes Show less

LiD are an exceptional multi award winning Architectural Practice with a passionate focus on experience through Architecture. Working on a range of projects from diverse and distinctive dwellings to unique urban spaces, LiD investigate Architecture with materiality and tone to create individual pieces that mould to their environment. During my time at LiD I worked on the design, planning and construction phases of award winning projects such as the Canal House (Galway), Garden Kitchen… Show more LiD are an exceptional multi award winning Architectural Practice with a passionate focus on experience through Architecture. Working on a range of projects from diverse and distinctive dwellings to unique urban spaces, LiD investigate Architecture with materiality and tone to create individual pieces that mould to their environment. During my time at LiD I worked on the design, planning and construction phases of award winning projects such as the Canal House (Galway), Garden Kitchen (Dublin), and the Courtyard House respectively. Also participated in presentation work for a number of award entires. Show less

The Building Initiative was a collective investigating the urban spaces around European Cities such as Berlin, Manchester and Belfast to investigate shared spaces for city living, namely ‘Yellow Space’. Main project worked on with Building Initiative was ‘Yellow Space’ and more specifically the Woodvale Hub, working with city councillors, community groups, NGOs and the public to define the potential for declared Yellow Space within the Woodvale Park.

Dok Architecten was the combination of two practices containing a range of partners from Dutch masters such as Herman Zeinstra, innovative designers like Liesbeth van der Pol and young creative inspirational architects like Gianni Cito of Ludo Grooteman (now Moke Architecten).at Dok, my focus while there was on Urban Design and housing projects, working closely with Gianni and Ludo on a number of projects in their early design stages.