Suki Cheema Email & Phone Number

London, England, United Kingdom

Part of the IT Operations Centre team, who are responsible for the speedy resolution of all IT-related major incidents and managing change and problem management tickets.➢Manage all major incidents, end to end; including the initial triage, validation and incident closure.➢Issuing regular communications during the life cycle of all major incidents.➢Arrange relevant technical and management bridges as required, ensure all stakeholders are kept informed via business communications or estate-wide/targeted service alerts.➢Active management of internal resolving teams and external suppliers to ensure service is restored as quickly as possible with minimal business impact.➢Tasks resolver groups to carry out root cause analysis and any service improvement activities identified during the lifecycle of the incident.➢To provide single point of contact for all escalated incidents 7 days a week and to manage them to resolution.➢Responsible for challenging and managing change requests.➢Responsible for drafting Major Incident Review reports as part of the incident lifecycle this includes issues identified and identifying remedial actions to prevent reoccurrence.

West Drayton, England, United Kingdom

➢ Log, monitor and provide 1st & 2nd line remote support to resolve tickets viaphone, email & ITSM for all MSP clients I.e., Lockton insurance➢ Pro-actively drive issues and requests to resolution within SLA’s➢ Liaise with 3rd parties and stakeholders when required➢ Manage client comms for escalated and high priority incidents➢ Monitor AWS EC2 platform and manage AWS IAM users➢ Monitor and assess email and attachments security for clients➢ Participating in reviewing and updating current documentation

London, United Kingdom

➢ A Duty & incident management role that is 24/7 front-line facilitating the timely and accurate processing and progressing of time critical P1 & P2 incidents➢Daily duties involved acting as an interface between BT internal resolvers & IAG teams ➢ Drive incident resolution by collaborating with peers ➢ Proactively monitor P1s and P2s aiming to start incident comms ➢ Monitor SLAs aiming to take the necessary action on incident administration and supplier escalations ➢ Manage vendors ensuring they within their SLA, driving third parties to assist in troubleshooting and restoration of service ➢ Manage client comms and keep key stakeholders informed ➢ Manage and instruct 1st/2nd/3rd line support team updates ➢ Support the reporting and service management team on RCA/process/service improvement ➢ Complete handovers and update on-going trackers

London, United Kingdom

➢ This role expanded from the initial service-desk role to joining theout of hours escalation incident management team, working withMIM's and directly reporting to M&S stakeholders.➢ Taking ownership of escalated incidents and communicating torelevant management, team and third parties until resolution➢ Coordinating problem diagnosis with suppliers and internal teamsto determine the underlying root cause of issues➢ Modifying escalation management procedures andresponsibilities on ad hoc basis to streamline and quicken deliveryof resolution to issues➢ Providing 1st and 2nd line IT support via phone & email to all M&Semployees from head office, stores, depots & offshore sites➢ Supporting & monitoring M&S.com related online applications➢ Organising training schedules and knowledge share meetings.➢ Duty managing the weekend operations of the IT Service Desk team,ensuring all incidents are resolved within SLA and KPI’s are met➢ Managing services within MS Office 365, Airwatch,Adobe CQ5and monitoring website performance via NewRelic➢ Working a 24/7 shift pattern without interruption

Reading, United Kingdom

lead IT Field Service Technician. Ibahn. Reading, BerkshireIbahn are providers of high speed internet connectivity for hotel chains (Marriott, Rocco Forte Brownes & others) in London and Southern England➢ Managing & Managing & escalating issues with HSIA networks and Digital IPTVsystems➢ Wireless surveying, installation and support using Ekahu, Inssider,Chanalyzer and Ruckus➢ Supervising and surveying contractor installations at hotels➢ Planning and allocating resources in the delivery of IT services toclients➢ Monitoring staff to ensure the prompt resolution to all client issues➢ Hosting meetings with hotel clients to review KPI’s➢ Capturing and addressing service delivery issues with internalteams➢ On call escalation contact ensuring client support➢ Hands on supervision of 3rd parties involved in service delivery toclient sites➢ PC / printer/ Laptop/ Ipad troubleshooting for hotel networks➢ Malware & Spyware troubleshooting for guest PCs

West Drayton, Middlesex

BT.com is the website service of British Telecom PLC*Technical support and maintenance of the BT.com website*Fault diagnostics, replication and resolutions for BT external customers and end users*Daily maintenance reports for the BT.com website*Other responsibilities include daily/weekly reporting; call logging,helpdesk support, and liaising with internal and external departments for speedy resolutions

Chiswick, London

TWI is the largest independent producer of tv sports content in the world*A Multi role, which involved IT, team administration and delegation*It also involved documentation of current of framework of personnel and technology structure*Role involved maintaining hosted websites of bespoke clients.*This role also involved coding using web and WAP technologies, and dealing directly with B2B suppliers.

Guildford, United Kingdom, Seattle Usa

Infospace provides information content on a B2B basis for other major websites*In the field of mobile internet technology, initially based in Seattle (USA) and then in Woking in Surrey*Within a delegated teamwork environment involved in creating and sustenance of WAP applications for Virgin’s wireless portal

London, United Kingdom

Sportal is an all sports content-based portal*Within a teamwork setup, consisting of client reps, producers & designers*Involved in the upkeep and amendments of hosted websites as required by the respective clients using web technologies

Egham United Kingdom

Cyntergy provides IT call centre and training facilities for client customers*In a call centre environment, directly resolved customer problems For ISP PSILInk and other bespoke software applications, resolving customer hardware, software and web hosting problems*Also was involved in the process of development the company website and strategy