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 Technology department in all dealings with customers

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 Processes introduced to the company were fit for purpose. Building and Managing relationships with new 3rd party vendors ensuring performance against contractually agreed SLA’s.• 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.• Ensured financial charging is aligned to contract pricing and agreed charging models.

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 operational risk. Managing relationships with 3rd party vendors. Led an Outsourced service provider of 15 indirect reports ensuring vendor performance against contractually agreed SLA’s• 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 and business continuity events• 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• Created and delivered the MSP (Managed Service Provider) business case, through RFI, RFP and Landing it• Managed and maintained R&D IT Service artefacts including: Service Catalogue, System register, CMDB, Risk register, Problem register, CSI register• Worked collaboratively with Computer System validation, Quality, Compliance and IT Security to ensure validated systems and qualified infrastructure are documented appropriately

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 technology landscape. End-to-end management of the implementation of new technology into supplier managed hosted Data Centre. Analysed the new demand and translated into an order aligned to contractual requirements. • 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 • Management of relationships with 3rd party suppliers ensuring Service Level Agreements are achieved• Asset manager of systems hosted in BAT global datacentres ensuring CMDB is maintained in accordance to Contractual and Compliance requirements.• Ensured financial charging is aligned to contract pricing and agreed charging models• Responsible for engaging senior stakeholders internally and externally to gain alignment on the proposed solution and costing• Main negotiator for leads times over and above contractually agreed lead times (Non-Standard Requests)• Managed senior project, BAU and business stakeholders’ communications on progress and delivery• Deal as a single point of escalation in case of delays and delivery issues

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 for all VIP’s UK Wide. • 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• Spearheaded the regional deployment of handheld devices for all UK staff

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 of objectives - Single point of contact for Problem and Major Incidents Managers for managed sites- Supervises and provides guidance to other members of the Support team and accept responsibility for the team’s workload.

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 Champion

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 and support of network operating systems, network services and applications

Southampton, United Kingdom

Southampton, United Kingdom

Southampton

Uk Wide

Music Performance, General

Information Technology, Politics, Law, A Level

Education record