Stuart Cullen Email & Phone Number

Wolverhampton

The support management and design of enterprise management systems including anti-virus patch management, software distribution and asset management.The design, build and testing of standard images (gold Builds)The design and implementation of desktop encryption solutionsManagement of remote deployments of software applicationsCary out analysis, evaluation and compatibility testing of new hardware and softwareMaintain awareness of current developments in desktop and conduct research and development of new technologies

• To design and develop quality solutions that meet defined business requirements.• To assist in the package evaluation process and liaising with third party suppliers to ensure any bought solutions meet the business requirement and IT standards.• To assist shaping and/or defining of new projects so that they are implemented efficiently and effectively. • To provide 3rd line support, providing strong problem analysis and solving capability, ensuring a root fix is implemented where applicable.• To apply the standards of best practice so that consistent quality standards are maintained. • Drive the business forward – proactively look for innovative ideas/products to help the business to succeed.• To be actively involved in the delivery of new IT developments, by ensuring early inclusion and influence in the early stages of the delivery process.• To keep abreast of future developments in discipline

To Support projects and project managers through analysis and risk assessment.• To be responsible for rolling out all SMS packages• To investigate and resolve the failure of a package installing/corrupt SMS client etc. • The creation of new SMS packages including the deploy testing of new packages.• Management of the SMS server including regular housekeeping to remove old packages.• Perform requests for rebuilds to be carried out via SMS.• Liaise with the project support analyst to meet projects requirements for SMS. • Client Virus Management: • To manage and co-ordinate the rollout of Client updates.• Proactively carry out checks on a regular basis of the Client Estate to identify out of date clients, and update where required.• To manage the EPO server including housekeeping and policy task changes.• To create any new training or change material for use within IT• Co Ordinate and manage any Virus outbreaks• To be the key contact in IT for McAfee, receiving updates and alerts and prioritising risks and taking action to protect the estate where required.

To provide reactive IT support to Britvic users for 1st line Business SAP & Siebel queries, 1st & 2nd line Client support and Action requests (Access & peripherals). Ensuring this service is delivered in line with the department’s core objective of support at point of call• Build Business relationships and actively promote IT at every contact• Whilst being cross skilled, command an extensive knowledge of Business processes• To provide a speedy response to all IT related queries with the aim to increase customer satisfaction by reducing call wait times and abandoned calls.• To accurately diagnose and fix system navigation and IT related technical faults, across all platforms and within agreed service levels.• To provide full technical analysis prior to passing the problem to an Internal or External Support group/supplier.• To be responsible for all call management and ownership of the day to day relationship with the Customer, within agreed service levels, ensuring customer satisfaction.• To command an extensive IT system knowledge of all existing Britvic IT systems inc SAP & Siebel & continue to develop IT knowledge in line with technological changes.• To continuously improve the IT Customer Support Dept. processes and ways of working to maximise business productivity.• To communicate globally to the business and key user groups when appropriate. • To identify & analyse trends and manage them through to resolution.• To provide resource to influence the design of projects, changes & enhancements to ensure they fully supportable and are capable of achieving service level targets Levels.

• Allocation of breakdown jobs to Technical Service Representatives out of hours.• Decisions that relate to complaint resolution.• Negotiation / Agreement with customers for fixed appointment.• Decisions that relate to enquiry resolution. • Product movement in line with company procedures• Resolution of maximum service calls at source/first point of contact

• Effectively question the customer to clearly understand the nature of the call / fault.• Utilise Siebel Solutions to diagnose & fix service calls at first line wherever possible.• Record decisions in an accurate and timely manner in line with customer standards and charter ensuring excellent customer service is executed • Utilise systems effectively to aim to resolve complaints at first point of contact or escalate appropriately to deliver improved customer service. • Assist Resource Management & Duty field manager ‘out of hours’ ensuring maximum customer service to our customers.• Support and assist any departmental project work / tasks to ensure efficiency standards can be achieved.• Escalation process to be adhered to when appropriate.• As a member of the customer services team, offer assistance and support to other functions as required. Key User team leader in Project Systems module \ processes in a joint company SAP R/3 project.

Implementing pay as go when was first launched. This was an exciting time for Vodafone and allot of configuration was needed at the backend to help this new way of non-contractual mobile phones to get into the market, since that day we launched it became clear it was a highly successful business model.

Providing a link between the customer and the head company in Germany was a main focal point, i was the link between HQ and the customer also providing technical advice on breakdowns and spare parts, liaising back with head office.

Gnvq Adv + Foundation Equivalent To Degree

Education record