Steve Furmage Email & Phone Number

Staines-Upon-Thames, England, United Kingdom

Working within the Information Security Team, responsible for Security Compliance, Processes, Policies, and internal Work Plans.

Staines-Upon-Thames, England, United Kingdom

Staines, United Kingdom

Bedfont Lakes

Responsible for leading a global Support and Operations Team of 10, for an internal IT Service and Mobile App Store, which enabled the development, and automated delivery of Hardware, Infrastructure, Software, Apps, and other related services, with 2.2 million orders per year.KEY RESPONSIBILITIES / ACHIEVEMENTS• Reduced Tier 1 cross charged Incidents by 70%, which equates to a $70k support cost saving per year.• Reduced MTTR for Incidents from 9.5 days to 3.6 days• Handled… Show more Responsible for leading a global Support and Operations Team of 10, for an internal IT Service and Mobile App Store, which enabled the development, and automated delivery of Hardware, Infrastructure, Software, Apps, and other related services, with 2.2 million orders per year.KEY RESPONSIBILITIES / ACHIEVEMENTS• Reduced Tier 1 cross charged Incidents by 70%, which equates to a $70k support cost saving per year.• Reduced MTTR for Incidents from 9.5 days to 3.6 days• Handled, and Managed over 80 Major Incidents / Escalations in 2018. Working with multiple internal teams to drive resolution and LTF• Process Manager for all Operational Processes and Procedures, which enabled a perfect ISO9001 audit, with zero areas for improvement• Implemented a Kanban Problem and Issue Tracker, that enabled us to efficiently track, and do thorough RCA for over 300 Problems / Issues in 2018• Implemented Agile approach to Operational projects, requests and tasks, and Project Managed all Operational Projects• Defined and implemented a Knowledge Centric Support (KCS) strategy used by the Support & Operations Teams• Created Operational “Run-Books” for Successfully Supporting Major Events. Such as, the Global Sales Conference App, which had 18K installs over 3 days. And Service Now Request Transition, which supported the migration of 750 new services into the store. Show less

Bedfont Lakes

Accountable for end to end Service Delivery, and ensuring the successful running of an internal IT Service Catalog and Mobile App Store. This included working with Clients, Platform Teams, Stakeholders, and IT Services to ensure a high level of service was delivered to Cisco, and our internal customers.KEY RESPONSIBILITIES / ACHIEVEMENTS • A Global IT - Impact Award Winner, for improving the relationships & communication between the internal functions, and driving continual… Show more Accountable for end to end Service Delivery, and ensuring the successful running of an internal IT Service Catalog and Mobile App Store. This included working with Clients, Platform Teams, Stakeholders, and IT Services to ensure a high level of service was delivered to Cisco, and our internal customers.KEY RESPONSIBILITIES / ACHIEVEMENTS • A Global IT - Impact Award Winner, for improving the relationships & communication between the internal functions, and driving continual improvements• Worked to set SLA’s, & drive improvements with 25 Major Clients & Stakeholders across the business, including Legal, IT, Sales, and Security Business Units• Created the Business Continuity and Disaster Recovery Plan for the service, which enabled us to have a compliant C3 rating (full recovery within 8 hours)• Responsible for ensuring successful quarterly Service Reviews and Service Metric Scores, which included, Security, Leverage, Compliance, Quality and User Experience.• Responsible for updating and managing the Service and Application Portfolio to ensure compliance, correct reporting, and monitoring. Show less

Bedfont Lakes

Working with acquired Companies to develop and execute the requirements needed to provide seamless post integration seamless support, while retaining a positive client experience.KEY RESPONSIBILITIES / ACHIEVEMENTS• Successfully created and captured the Service Map, and Support requirements for 2 major acquisitions• Documented, presented and recommended IT systems to the Service Lifecycle Lead, and GTRC Support Teams• Analysing Data, and recommendations for transitioning IT… Show more Working with acquired Companies to develop and execute the requirements needed to provide seamless post integration seamless support, while retaining a positive client experience.KEY RESPONSIBILITIES / ACHIEVEMENTS• Successfully created and captured the Service Map, and Support requirements for 2 major acquisitions• Documented, presented and recommended IT systems to the Service Lifecycle Lead, and GTRC Support Teams• Analysing Data, and recommendations for transitioning IT System Support Show less

Staines

Responsible for managing the UK Helpdesk team, with 5 direct reports across two UK sites. Providing Local and Remote Support for 900 UK employees and working closely with regional IT, Infrastructure, and Development Teams to implement new solutions and maintain existing systems.KEY RESPONSIBILITIES / ACHIEVEMENTS• A CEO Award Winner, for providing a consistently high level of support to the business • Created the processes and procedures, and the main Point of Contact for the… Show more Responsible for managing the UK Helpdesk team, with 5 direct reports across two UK sites. Providing Local and Remote Support for 900 UK employees and working closely with regional IT, Infrastructure, and Development Teams to implement new solutions and maintain existing systems.KEY RESPONSIBILITIES / ACHIEVEMENTS• A CEO Award Winner, for providing a consistently high level of support to the business • Created the processes and procedures, and the main Point of Contact for the SOX 404 audits, which resulted in complete compliance each year• Completed annual and interim reviews/appraisals for the support team, and worked closely to ensure their training and development needs were met• Instrumental in deciding on the new print vendor, and successful roll out of multi-function devices across UK• Worked closely with the Infrastructure, Network and Application Development teams to identify & resolve issues Show less

Staines

Promoted to Senior Support Analyst, which involved the same skills and job functions as my previous role as an NDS Support Analyst, but with additional responsibilities and escalation point for issues and support.

Staines

I moved to NDS via a company acquisition, and worked on the Helpdesk providing local and remote Technical Support. This included Incident management, Incident Queue Monitoring, Desktop, Laptop and Hardware Support, Printer Management and Support, Video Conference System Support, and Domain and Active Directory Administration.

Langley, Berkshire

Providing Technical Support for a small start-up of 30 people. I was the single IT resource responsible for supporting all aspects of IT. Including PC and laptop support, hardware, Windows Servers, Exchange Mail Server, Cisco Firewall Configuration and Networking. I was also responsible for Setting up and managing a Helpdesk ticketing system.

Langley, Berkshire

After completing my A-Level’s, started on the Local Support Helpdesk for a Software House, and became MCSE Qualified within 2 years, providing a wide range of local technical support, from local PC and Laptops Support, to Windows Server, Domain Administration, IIS, Exchange Administration and Support, Print Management and Support, SQL Server Support.