Involved in sustaining Lean Principles using my Lean Navigator experience, added value, identified waste, improved standards and efficiencies and reduced costs to improve performance throughout the business; also aligned to the Quality Management team.> KEY ACHIEVEMENTS IN THIS ROLE• Reduced financial expenditure by using automation and reduction of headcounts and the increase in efficiencies across the UK Service Centre which saved over £1 million pounds from the organisation.• Completed two Lean waves on the MoJ Service Desk highlighting savings of over 16 FTE.• Developed a ‘capacity planner’ which enabled workforce management, reducing SLA financial penalties.• Appointed UK lead for the migration of the entire Business Office and Workplace and Service Desk in SharePoint. Personally offered a support function which actually prevented a loss in revenue.• Assigned to the Zero Incident Programme using detailed trending and analysis to reduce the number of Incidents and contacts into the Service Desk improved the SLA expenditure.• Re-organised and designed the Business Management System in SharePoint to meet with Quality Management Standards (policies, process and procedures) which has a contractual obligation throughout Atos.

Investigating poor and negative End User feedback left in the Rant & Rave system. Communicating with the customer at user level and providing Atos teams a vital insight to the feedback managing any common issues to improve Service Delivery. > KEY ACHIEVEMENTS IN THIS ROLE• Introduced an interactive monthly reporting dashboard identifying trends to Service Management, therefore enabling them to reduce the number of negative feedback responses into the business improving the End User’s experience.• Automated the monthly reporting saving 3 days effort of 3 FTE per month. • Streamlined the Detractor Management process saving time and effort within the team.• Eliminated the need for manual Mailbox tasks using automation to free up resources.• Assisted in enabling Atos to achieve the highest CSAT score to date.

Managing and leading a Team of 10 staff for the Request Desk on the Ministry of Justice account.> KEY ACHIEVEMENTS IN THIS ROLE • Implemented rotas to meet the demand of the Business whilst still covering the contractual hours protecting the SLA and avoiding financial penalties. • Introduced a knowledge base helping to standardise tasks, improving the quality of the Requests and avoiding incorrect assigned tickets protecting the SLA’s.• Organised the automation of the request process with the MoJ Customer in the development of a Product Catalogue. This automated the logging of Request Tickets in the system freeing up capacity within the team.

Service Desk offering high level technical remote desktop support for the Ministry of Justice contract.> KEY ACHIEVEMENTS IN THIS ROLE • Appointed to lead a small team from Crewe to an onsite location in the London Offices to gain knowledge transfer. • Improved the contract transition which promoted my role into a Team Leader position.

Rodney Densem is a local Wine Merchant suppling exclusive wines and spirits to restaurants and bars thought the North West of England. Solely responsible for the design and print of wine lists and promotional adverts. > KEY ACHEIVEMENTS IN THIS ROLE• Implemented a backup solution and the networking of fifteen computer terminals connected to an accounts server running Sage Accounts. This minimising the risk of loss of data and crucial client information in the event of any disaster.• Created and designed a website with a database of all our products offering the option of purchasing wine and gifts from our site, generating and additional £10,000 of revenue per year.• Transformed a very dated Product Catalogue with a fresh design, saving costs of circa £25,000 a year in external printing costs.• Promoted to IT Manager being responsible for all internal IT systems saving the Business expensive costs from outsourcing.

I was employed here as both an IT Technician and a Help Desk Operative. My duties included the repair of PCs and Apple Mac's; I visited potential customers to supply them with Printers, Consumables and Service Contracts.Gained experience as an Authorised Apple Mac Reseller.Offered Helpdesk Support for companies using very complex software dealing with H.M.Customs Imports and Exports (CFSP), Windows 98, Windows XP and Microsoft Office.Managed networks, designed adverts and websites and monitored clients through our own ISP.

Net-Tel Mixing systems, is a small independent company that designs and builds control systems for the water industry. We were contracted by EarthTech Morrison for Yorkshire Water to fully automate all their water treatment works.Working alongside the Site Manager, my duties involved the design and installation of complex electrical control panels. The reproduction and modification of technical drawings.Gained experience with AutoCAD 2002, Acrobat, Lotus Organiser, Microsoft Word, Access, Excel and Project.; Writing and designing manuals. Creating and managing databases. Networks, spreadsheets, health and safety procedures. Technical support and general office duties.

Involved with designing covers, page design, publishing and electronic imposition on the PC and MAC, (Preps and Farrukh) where we output film with 8 and 16 pages to view impositions through Level II and Level III RIP's, which I personally configured and installed.Included the running and use of an Avantra 44, Agfa 3200 and 7000 Image-Setters, on-line processors and laser printers.Completed a 15-day Service and Preventive maintenance training program.From this training I offered a call out service, and was considered responsible for the maintenance of all the machinery throughout the company.I worked on a shift basis, from 6am-2pm & 2pm-10pm, Monday to Friday. Managed PDF and Postscript files, Microsoft Office, UNIX, large databases. Gained knowledge of working in four colours (CMYK) and Pantones.