Sam Stacey Email & Phone Number

County Dublin, Ireland

Leading the efficient delivery of major technology change across IT, supporting the DevOps framework and agile approach to service integration. Delivered IT Readiness for GoMo and eir TV.

Dublin

Responsible for managing the Technical relationship between eircom Business, Consumer and Networks, interfacing with all sectors of Design, Delivery, Operations and Service Management to support the delivery of quality customer experience, ensuring effective management of all KPIs and SLAs to underpin required customer experience for assigned services. Undertaking Service Improvement initiatives to address evolving service requirements and represent Networks on Customer Experience Programme initiatives with market areas.

Dublin

Leading a strong customer centric, technical team which supports the Introduction of significant new service capability into the Technology organisation, working within a challenging and highly fluid environment. Service Introduction and Improvement supports the effective design, development and deployment of significant new service capability in support of eircom’s strategic objectives. Service Introduction focus is on in-life management of services, during defined warranty periods, ensuring the introduction of service is controlled, managed and supported successfully through the Customer Journey.

Leading a large multi skilled team of IP, Broadband, Fibre, Mobile, Fixed Copper and IT first line support staff in the Service Management Centre, monitoring all services within a large Telecommunications and Entertainment organisation. Driven by the requirement to modernise the organisation, successfully delivering the transformation strategy of consolidating a legacy multi-site SMC/NOC to a centralised monitoring centre of service & infrastructure.

Leading a Group Technology change transformation programme aimed at delivering end to end process improvement across the Technology Operations environment.

• Member of the Operations management team contributing to the Operations strategic direction.• Led and managed the Service Control & Improvement team and all associated resources•Delivered against the annual operating plan and departmental objectives•Focal point for all aspects of service improvement initiated from infrastructure performance management and effective problem management.•Key business process owner for Technology processes. (Major Incident, Performance and Problem Management)

Team Lead of Meteor's SMC (Service Management Centre). The SMC monitors and maintains Meteor's technology network.•Manage major incidents impacting the customer or service provided.•Responsible for ensuring service levels and KPI targets are achieved. Identifying and leading activities in the service improvement cycle.•Direct management of SMC engineers including responsibility for performance appraisals, objectives/goal setting/review and ongoing coaching & mentoring.•Identify and implement measures to improve operational efficiency within the SMC without service degradation.•Supervision and analysis of service performance with accountability to take direct action as required•Ensure that key service management functions (including Incident, Problem, Change & Configuration, Performance etc) are being executed by SMC staff and that process improvements are fed back to relevant owners.•Liaising with support groups and other departments across the business on service related activities•Overseeing service improvement projects and systems implementation of operations support systems

The Telecommunications and IT technologies merged within Meteor into a Service Management Centre (SMC). I was then appointed the position of Senior SMC Engineer. Responsibilities included:•Supervision and analysis of alarms•Troubleshooting and root cause analysis of technical faults/problems•Logging, tracking & escalation of all technical issues•Performing routine checks and preventative maintenance on all of Meteor’s systems•Monitoring & reporting on system/network performance, availability & traffic.•Monitoring & reporting on department performance in accordance with SLA•Managing/planning and implementing network changes requested by other departments•Performing system upgrades and expansion•Incident management and reporting.•Liaising with support groups and other departments on planned maintenance activities, technical issues and major incidents.

o Maintain, monitor and support existing telecoms and network systems/applicationso Action incoming queries/issues via SMC ticketing systemo Implement and support continuous improvement projectso Create and analyse service performance reportso Incident Managemento Knowledge transfer/training to colleagueso Understand and trace calls through multiple systemso Support existing Change Management team where required

o Managed existing network and application servers, telecoms hardware and desktop applicationso Implemented and project managed the introduction of new applicationso Provided desktop support and trained up to 150 internal staff. Managed IT helpdesk.o Introduced performance objectives (individual and departmental) and compiled key incident reports (reference to ITIL Framework)o Documented all IT procedures (reference to ITIL Framework) and provided monthly statistical reporting to senior management

Europe

o Provided desktop support for over 30 internal staff and large external client baseo Performed daily / weekly / monthly maintenance and monitoring of Unix messaging systems.o Managed the IVR / SMS messaging network (which generated 95% of company revenue)o Improved and implemented telecoms network (introduced ISDN, PRA’s, Broadband)o Documented all processes and procedures within the IT Departmento Installed and activated PDA handsets for internal sales staffo Provided PBX support and SAT patching managemento Implemented new technologies to improve the performance of existing systemso Trained new technical staffo Trained sales / product staff in our applicationso Managed multiple technical projects (ie. Upgrading systems, decommissioning systems)