Sharon Fields Email & Phone Number

Belfast, Northern Ireland, United Kingdom

Belfast, United Kingdom

• Manage the Servicedesk and a team of 6 agents across GB & NI locations, monitoring tickets end to end to ensure customer satisfaction.
• Responsible for the reporting of Servicedesk metrics, including establishing KPIs, establishing service reviews with departments, analysing agent performance internally and identifying skills gaps.
• Responsible for the management of the on call provision and 24/7 escalation point.
• Co-ordinate Servicedesk advisory bulletins out to the Business to promote the work of the Servicedesk, underlining the value the Department provides to the business.
• Responsible for inventory and maintaining the budget for overheads & running costs of the Servicedesk.
• Hire, train, coach and mentor Servicedesk agents, hold ticket review meetings, 121 meetings, team meetings, training sessions, continuous improvement meetings.

Mallusk

• Responsible for end to end incident and request management process in Northern Ireland, consistently maintaining an SLA of over 90%, driving metrics to improve service performance.
• Engineered the delivery of IT projects, recently the decommissioning and delapse of 2 warehouse locations and the relocation of 200 staff to a new office simultaneously.
• Key player in the merger of 2 Servicedesks across Wiggle and Chain Reaction Cycles and the onboarding of new applications and processes across the new merged business.
• Responsible for the Continual Service Improvement across the Servicedesk team to improve processes for the team and for the wider Business.
• Responsible for the Service Introduction for Servicedesk, working with the Change and IT Delivery Managers to ensure smooth onboarding of new suppliers, services and software.
• Manage the Servicedesk agents in Belfast and in Portsmouth, responsible for their personal development plans, training and holiday entitlement.

Doagh

• Manage service tickets and take ownership of any issues during service lifecycle, assigning, prioritizing and organizing incidents taking into consideration team workloads to ensure agreed SLAs are met and cross.
• Monthly reporting for Departments and weekly reports on Servicedesk performance to Board Members/Senior Management.
• Managing the joiners, movers and leavers process, on call provision, IT asset management, system monitoring systems,
• Oversee the procurement of IT hardware and software, new IT installations, decommissions and relocations, company mobile phone provision, responsible for maintenance and contract renewal.
• Take appropriate action where risk or non-compliance on tickets is identified to prevent recurrence.
• Proactive identification of areas for continuous improvement in processes, infrastructure and software to improve performance and durability, following these projects through to completion.

Doagh, Ballyclare

• Primary contact for all faults, change requests and service enhancements by telephone calls & e-mail, logging incidents on and developing the new incident management system across 8 sites.
• Support the definition and documentation of processes and procedures used by the Servicedesk Team, interfacing with internal business clients and project teams to support their system requirements, maintaining agreed.
• Oversee the development and maintain knowledge of best practices surrounding IT technology, continuous improvement, and processes and procedures, translating technical information into a language the customer.
• Assigning the Incident to a 3rd Line Support Team when unable to resolve the Incident, providing additional information as required and tracking progress of the Incident and keeping the customer informed of progress.
• Liaising with third party suppliers, tracking progress together with taking receipt of/dispatching replacement parts when required to do so.
• Responsible for delivering all IT communications to internal clients.

Belfast, United Kingdom

• Provision of onsite desk-side support function to Ulster Bank executive community and user base (circa 700 staff) addressing hardware and software support and hands on IT training.
• Onsite support for 2L and 3L support teams within Server, Network and Telephony environments to ensure critical services are available for Ulster Bank business acting as liaison between business and technology support.
• Hardware break/fix service for the XP and Vista desktops, peripherals and print devices in Ulster Bank head office within service level agreements.
• Proactive identification of areas for continuous improvement in processes, infrastructure and software to improve performance and durability.
• Responsibility for ensuring availability of “gold stock” items required for executive swap out, ensuring they meet security and build standards.
• Software installation, troubleshooting and software rebuilds on same XP and Vista desktops and asset management of all devices required as standard.

Belfast, United Kingdom

• Proactive and reactive “hands-on” 2L/3L support within Server, Network and Telephony environments, including provision of a business critical 24x7 on call support service.
• Excellent knowledge of Microsoft operating systems, HP Proliant and Dell server hardware and associated management toolsets.
• Provide end to end desk side Executive Support for Ulster Bank, including company Directors.
• Significant experience in infrastructure management and service improvement. This includes implementing complex changes both locally and internationally.
• Local IT ambassador for Business management and representatives, liaising on a daily basis with 3rd party suppliers for systems support and maintenance.
• Provide local management and control of IT infrastructure and critical technology infrastructure rooms, as well as local contact for Business Continuity issues in Northern Ireland.

Belfast, United Kingdom

• Responsible for the support, administration and configuration of 200+ Servers in the Ulster Bank branch network, checking backups per branch and performing restores.
• Production and maintenance of entire domain support documentation.
• Key player in the delivery of service improvement projects in conjunction with 3rd party suppliers including several Branch Upgrade / improvement programmes and integration workstreams.
• Managed test environment.
• Managing version control and release management systems for mainframe and branch software.
• Responsibility for collating and providing Management Information on changes, incidents and faults.

Bachelor Of Arts - Ba, French & Hispanic Studies, 2:2

Education record