Tom Prouton Email & Phone Number

Swindon, England, United Kingdom

Swindon, England, United Kingdom

Southampton, England, United Kingdom

• Accountable for the management and support of customer escalations, customer satisfaction and service incidents through to successful completion. Managing a team of 3 Escalation Analysts in remote jurisdictions
• Responsible for overseeing all technology escalations requests, incidents and problems. Pro-actively manage the escalation team call queues to ensure appropriate service levels are delivered
• Trained, coached and mentored Service Desk Analysts and Escalation Analysts including career development. Ensured all appropriate support mechanisms are in place to enable them to excel
• Managed the provision of scheduled data and reporting of KPIs trends to the Head of Technology and the firm to meet ad-hoc, monthly and quarterly schedules
• Continually improved and enhance the team's IT Governance - policies, processes and procedures to meet client security and audit requirements, improve service levels and reduce the risk levels in the firm's IT operations
• Oversaw knowledge base articles & self-help development guides and ensured highest quality solutions were available. Always demonstrated an excellent standard of customer service, and acted as an ambassador for the.

Southampton, England, United Kingdom

• Accountable for the Implementation and Service Delivery of all IT processes introduced to the Organisation as part of a Company Merger. Collaborated with existing teams to ensure configuration control for new IT.
• Accountable for the implementation and the ongoing Service Delivery of all IT processes for 1500 end users across 5 sites and ensured maximum service availability.
• Designed, tested, and implemented new: Change, Problem, Continual Service Improvement, Environment Management and Release Management processes aligned with the new company strategy.
• Responsible for the change and release strategy for all IT operations in adherence with IT security policy and Audit compliance
• Developed and implemented all IT policies and procedures.
• Managed and maintained IT Service artefacts including: Service Catalogue, System register, CMDB, Risk register, Problem register and CSI register.

Southampton

• Accountable for the Support of BAT IT Digital Strategy, optimising services to deliver positive outcomes and value for the business. Responsible for continuous service improvements whilst minimising business and.
• Accountable for the IT Service Delivery of 700 R&D clients across two UK sites acting as first point of escalation and focus for R&D IT Service engagement activities including R&D IT response to operational incidents.
• Responsible for the change and release strategy for all R&D operations in adherence with IT security policy and Audit compliance
• Lead Customer Service Reviews, including capturing and forecasting future demand whilst ensuring Service Continuity
• Designed and implemented Disaster Recovery Plans and carried our annual tests
• Migrated R&D Servers from Local Datacentre to Cloud environment in line with IT Strategy; refactoring to PaaS and SaaS where appropriate

Southampton, United Kingdom

• Accountable for the execution of a range of demand management processes in order to optimise the cost effective and safe introduction of new technology, increased capacity and project activities into the BAT IT.
• Acted as the first point of contact for new demand requirements
• Delivered Maximum Availability ensuring zero incidents through deep service and capacity management
• Accountable for the release policy of all systems, on a Global scale, from Development through to Test and Production
• Designed and implemented new Change Management solution aligned with Global IT Strategy
• Ensured the levels of IT Availability required were cost justified

Southampton, United Kingdom

• Accountable for the end-to-end Service Delivery of 750 clients across 3 BAT sites within the UK. Ongoing development, retention and recruitment of 2 direct reports. Personally responsible for the IT Service received.
• Representative of IT Services for UK Account management team meetings and act as central point of contact for Continual Service Improvement plans
• Demonstrated record in building and managing lasting relationships with customers and peers in challenging environments; Acting as the key senior point of escalation reporting to IT Leadership Team
• Management of Onsite Outsourced Service Providers as direct reports
• Designed, Project Managed and implemented new JML (Joiner, Mover, Leaver) IT Solution to ensure all new starters had agreed equipment on 1st day of employment and zero escalations incurred
• Volunteered to Project Co-Ordinated high-risk, high-consequence UK Wide O365 rollout

London, United Kingdom

- Responsible for coordinating deployment and roll out of ‘BYOD’ Mobile E-Mail application solution, ‘DME’ - Produces and analyses management reporting to schedule work and report on trends- Resolves customer escalations in a timely manner to avoid disruption and minimize business impact- Provides clear, concise and relevant communication to ensure clarity.

London, United Kingdom

- Responsible for the coordination and deployment of strategic VPN Refresh program across UK estate- Supporting over 3000 users UK and assisting Engineers from all UK sites with fault finding and troubleshooting methodologies- Provide concise and analytical plans in alignment with Project timelines- Responsible for monthly reporting updates to Project.

Portsmouth, United Kingdom

- Identify opportunities and recommend solutions for improving service, efficiency and effectiveness- Provide project management for implementations and roll-outs- Develops and maintains appropriate desktop and server related procedures and ensure these procedures are enforced- Develops & maintains appropriate disaster recovery procedures- Implementation.

Southampton, United Kingdom

Southampton, United Kingdom

Southampton

UK Wide

Music Performance, General

Information Technology, Politics, Law, A Level

Education record