Steve Bithell Email & Phone Number

Pre and post installation consultancy.Installations and upgrades both on-site and remote.Customer training on-site and class room training.Reporting License positions and business impact.Providing customers with consultaiton around processes and procedures for both software and hardware asset management.

Internal transfer within a managed service account for a financial services client. Responsibilities:Upgrade paths/roadmaps for 800+ applicationsChange ManagementIncident and Problem ManagementService transition into BAU Dealing with stakeholders at all levels regarding there requirements3rd party engagementProject management consultationRisk and Audit activitiesProcess/Service creation for application support functionSME for SNOW Inventory and SNOW… Show more Internal transfer within a managed service account for a financial services client. Responsibilities:Upgrade paths/roadmaps for 800+ applicationsChange ManagementIncident and Problem ManagementService transition into BAU Dealing with stakeholders at all levels regarding there requirements3rd party engagementProject management consultationRisk and Audit activitiesProcess/Service creation for application support functionSME for SNOW Inventory and SNOW Licence Manager Show less

As the Front Office and Transition Manager for an outsourcing IT Solutions Company based on a financial services client’s site servicing 3000+ users over 3 sites. I have worked closely with the Support Specialists, Developers, Customer Service Representatives and Application Support staff to ensure goals and objectives of the department are met including: Resolution of escalated technical problems.Handling of customer complaintsIncident and Problem managementLine management… Show more As the Front Office and Transition Manager for an outsourcing IT Solutions Company based on a financial services client’s site servicing 3000+ users over 3 sites. I have worked closely with the Support Specialists, Developers, Customer Service Representatives and Application Support staff to ensure goals and objectives of the department are met including: Resolution of escalated technical problems.Handling of customer complaintsIncident and Problem managementLine management of the Helpdesk and support teams over 3 sites.Improving 1st time fix rate for the service centre from 10% to 55% and bring down average answer times from 200+ seconds to 95.Production of various weekly/monthly reportsDelivery of training/information sessions to end users and technical staffMeeting with various stakeholders on a regular basis to ensure requirements are being satisfied against OLA’s and SLA’s.Risk and audit activities for FSA and SOX compliance.Asset Management including taking over a new team and introducing policy and procedures to document all activities of the department and improving SLA to 98%.Project Management consultation for all new projects to ensure technical staff has sufficient training to cover the new project and all documentation to ensure handover to BAU is seamless. Release/Change Management to ensure minimal disruption to the end users and that all releases follow the ITIL guidelines. Show less

As team leader/operations manager for 2 teams totalling 12 engineers, I have been committed to providing excellent customer service and ensuring that all my staff continue their training and development needs via performance management. I have been responsible for the introduction of new support functions for new products as well as other service improvements across all support teams within the business.