Stuart Barnes Email & Phone Number

New York, Ny, Us

Responsible for provision of IT to offices in London, Dublin, Barcelona, Munich and Dubai, covering 700 users in the office and working from home. Involved with Incident Management and Problem Management ITIL functions looking into trends and root cause analysis.• Introduced laptop naming policy to assist with locating assets globally• Set up a single asset management spreadsheet for the region showing the entire history of an asset from purchase, to user assignment, to final disposal• Identified compliance issues with the base laptop build and worked with the security and system engineering teams to • Oversaw IT purchases for all EMEA offices using approved vendors• Oversaw two office moves in Barcelona, resulting in increased desk capacity• Provided information updates to the CEO and C suite execs during the Crowdstrike outage in July 2024

London, Gb

Responsible for managing a team of 11 engineers globally, in 4 locations covering 12 countries (EU, India and Australia), covering end user device provision and application support for 1200 users. The team supports all end users both in the office and working from home. Provided Incident Management, Problem Management, and Request Fulfilment from the Service Operation stage and Change Management, Service Asset and Configuration Management (SACM), Release and Deployment Management and Knowledge Management from the Service Transition stage.• Laptop build, configuration and peripheral device provision to users (zero touch)• Testing and deployment of apps using Intune• Provided purchasing forecasts for yearly budgeting• Assisted with the configuration and implementation of an Ivanti ITSM helpdesk system• Assisted with the configuration and deployment of Ivanti Neurons• Change Manager, hosting a bi-weekly CAB meeting• Worked towards implementing a global Service Catalogue for all systems and apps• Recruitment of new IT staff in global offices• Ticket assignment and SLA monitoring, ensuring SLAs and KPIs are met by the team• Maintenance of office IT equipment, desks and meeting rooms• Handled office relocations in London and Luxembourg• On-boarded new offices in Luxembourg, Lichtenstein, Poland, Denmark and Wales• Standardised desktop and meeting room equipment across all offices to ensure the user experience is the same when moving between offices• Trend analysis with helpdesk tickets producing DORA metrics reports for management and regular reports for stakeholders in end user teams• Windows 11 rollout to 1200 devices in 12 countries using Microsoft Intune accelerated from an original 9 month rollout plan to delivery in 9 weeks due to company pivot• Ticket CSAT score of 4.85 out of 5 in 2023• Reduced ticket triage times by 73% from 2022 to 2023• Reduced fault tickets logged by 25% in 2023 despite a 10% growth in user numbers

Responsible for managing a busy helpdesk consisting of five support teams for a MSP providing IT and Telecoms services to over 300 customers of varying sizes (some have as little as 5 users, others have as many as 200).• Line management of 13 engineers in 1st and 2nd line IT, Telecoms, Backup/Continuity and Lines/Calls/Mobiles teams, plus day to day management of field engineers when in the office• Escalating tickets according to severity and customer priority• Ensuring CSAT scores were 4.75 out of 5 or better; investigating low scores• Trend analysis and measurement of team performance; reporting to the MD• Developed a ‘Probation checklist’ for new joiners to ensure that they were up to the required standards for role specific skills before being passed• Creation of documentation for specific processes and procedures associated with logging and managing tickets in the helpdesk system• Assessed the viability of implementing an ITIL Change Management process and procedure for dealing with changes to customer systems

Dublin 2, Ie

Responsible for managing the application support team for the Met Police intranet (accessed by 50,000 users, from 30,000 workstations, at 250+ sites, hosted in multiple datacentres; the intranet system was comprised of 44 servers) following transfer of the support contract to a new service provider and change to the SIAM support model. TUPE transfer from Capgemini.• Maintained SLA and KPI support levels during service handover to new IT supplier• Trained new team members with support practices and provided documentation

Paris, France, Fr

SC Cleared Service Manager for the 2nd/3rd line support team of six engineers responsible for maintaining the Metropolitan Police Service (MPS) intranet service. Mission critical application and infrastructure, delivered to over 99.9% availability. The management and support structure for the account was continued from the way that Atos Origin had set it up, in line with the ITIL Framework. TUPE transfer from Atos Origin.• Produced and tested Disaster Recovery (DR) procedures for the Met Police intranet system, implemented in a real life disaster situation in January 2013 (the Vauxhall helicopter crash)• Authored a paper outlining how their intranet system is used and to provide recommendations for the future of the system, resulting in a £4m project for a new system• Assisted with the implementation of an Autonomy search engine for the MPS intranet• Assisted with the relocation of the system to a new datacentre and the introduction of a DR system and a backup datacentre• Consulted with the customer and development team for V3 of the MPS intranet (EpiServer)• Liaised with Incident Management, Major Incident Management, Change Management and Capacity Management teams to ensure the service was delivered efficiently and within SLA times

SC Cleared Infrastructure Consultant Level 3 - TUPE transfer from SchlumbergerSemaAtos Origin introduced the ITIL framework to the MPS account, setting up teams for each function in the framework.• Provided emergency technical support following the London terrorist attacks on 7th July 2005• Assisted with the development and implementation of and version upgrade to the MPS intranet system (MS CMS2001), and then continuing support of the system• Wrote Application guides for the MPS intranet and application servers for inclusion in the main Service Catalogue for the account

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• Provided technical support to users of the first Met Police intranet system• Worked closely with the Met Police client team to develop bug fixes and small improvements with the new intranet system• Wrote a publishing template that allowed the Met Police to write corporate notices to their intranet system, saving £0.25m per year in printing costs• Provided user training to local publishing teams

Westminster, London, Gb

• IT manager for Kingston Division (six sites, 500 users)• Wrote local backup and DR policies• Assisted with IT purchasing decision making• Recruited to the central IT department to assist with the development of the first version of the MPS intranet system (MS Site Server)