Tom Kelsall Âû Email & Phone Number

Nottingham, England, United Kingdom

United Kingdom

United Kingdom

Analyse, document, improve and implement IT Change Management process alongside improvements in Incident, Problem and Request Management. Implement these processes with DPR's existing ITSM Tool (Solar Winds Service Desk) and improve its integration with them.

Uk-Wide

Inspection, recording, collection, and delivery of vehicles to exacting customer specifications. Vehicles of all types and sizes up to 7.5 tonnes. Operating across the UK delivering vehicles to and from various industry partners, end user customers and other stakeholders. Maintaining high standards of professionalism and presenting a strong company image to the customer.

Cambridge, United Kingdom

Managing the Service Delivery Operations to our clients day to day; managing and maintaining the ITSM tooling, processes and procedures; reporting to the CTO on Service Desk performance and efficiency. Line Managing Service Desk and Service Delivery staff and providing a point of contact for customer leadership.

Chicksands, Bedfordshire

Creating the Samanage (a Service Management Tool) structure and background setup to allow the Council's Asset Management department to use it to log their calls and workflows. The work involves business process analysis, coding API integration functions, creation of pre-formatted ticket request forms, and coding workflows within Samanage, alongside applying ITIL principles and writing processes for the Assets department to use.

Ripley, Derbyshire, Uk

• Helped build a consultancy product around GDPR assessments.• Created ITIL processes for Incident, Request Fulfillment and Problem Management.• Implemented processes and improved reporting around KPIs and SLAs.• Reconfigured Kaseya BMS ITSM tooling to accurately reflect Policies and Processes.• Created effective Work Instructions around the use of BMS for support team staff.• Built a full suite of Information Security Policies around ISO27001 and GDPR.

Bedfordshire

• Led Service Desk staff in a drive to improve service and deliver structure and efficiency to their operations in conjunction with the Service Desk Manager• Worked with Vodafone to deliver top class customer services to Council staff using Vodafone products; driving improvement in Council and provider’s process and representing Council interests with the provider. Ensured both sides complied with process and procedure.• Replaced the aging Landesk Servcedesk software with “Samanage” and rolled out to customer use in short timelines and tight budgets.• Created new operational ITIL Processes for the Authority’s IT division including Service Request, Incident, Change, Problem and Major Incident Management, in consultation with the Senior Management Team.• Worked with the Authority to remediate their LanDesk Service Management tooling solution in the short term; identifying issues with it and driving improvements – and replacing it in the longer term.• Researched, costed and recommended replacement solutions for the existing Service Management tooling.• Assumed the roles of Change and Problem Manager, putting the newly written processes into action; and refining them to improve current practice.• Reduced the backlog of Change Requests from 97 to zero in one month; working with Requesters to ensure the needs specified in the Changes were already met or no longer relevant. • Cleared old Problem records and started from scratch using the newly written process.• Single-handedly reduced the Incident and Service Request backlog from 1000 records to zero.• Drove the re-starting of the investigation into old Problem records which were causing severe end-user difficulties.• Re-introduced the Change Approval Board and formal rules around Expedited/Emergency Changes.

United Kingdom

IT Service Management Consultancy; Change Management; Incident Management; Problem Management. Advising organisations on their Service Management situation and how to improve it. Business Process Improvement as it relates to IT.

Worldwide

I am responsible for creating a customer-specific ITIL Process, based on a global standard, by marrying up contract- and customer-specifics with global content and collateral, and ensuring that interfaces between the customer and various HP departments are clearly defined. I then train out the process and assist the new account team in assuming their responsibilities before going live.

Support, maintenance and management of WINTEL server infrastructure - primarly focussed on Active Directory and its supporting services (DNS, DHCP, etc).

Support, maintenance and management of WINTEL server infrastructure - primarly focussed on Active Directory and its supporting services (DNS, DHCP, etc).

A varied and multi-faceted role; encompassing consultancy work, Service Desk, Desktop Support, Server Support and a range of supporting duties.

Worldwide

Aircraft maintenance on Tornado GR Mk 1 and F Mk 3 Aircraft; support, management and maintenance of ground-based supporting computer systems, WINTEL Desktop and Server support for an entire RAF base.

Hnd Computing, Business It Hnd

HNC and HND Business Computing

Education record