Working in an ITIL Service Delivery environment I am responsible for all key aspects of the Problem Management process as the owner of the process. Duties and skills include:- Led a technical team, improving system reliability and customer satisfaction through effective problem resolution.- Implemented streamlined processes, reducing issue resolution time significantly.- Utilized data-driven approaches to identify root causes and develop solutions.- Established robust processes for problem triage and resolution, ensuring timely handling of issues.- Collaborated with team members to develop innovative solutions leveraging industry best practices.- Advised on testing procedures to ensure solution quality before deployment.- Liaised with departments to align priorities and coordinate efforts for problem resolution.- Provided progress updates to stakeholders in weekly meetings.- Maintained detailed documentation using ITSM tools for future reference.- Provided regular reports to senior management on technical issues and resolutions.- Prioritized customer-centric solutions to enhance overall satisfaction.

Working in an ITIL Service Support and Delivery environment I am responsible for key aspects of the Problem management process working under the Problem Manager. Duties and skills include-Carrying out root cause and trend analysis. -Analysis and reporting of incident trend data to identify and eliminate root causes.-Initiating actions to fix potential interruptions to service via Patch process.-Initiating, testing and deploying patches to live environments using a Patch process.-Diagnosis of faults and determining whether new incidents are related to known errors or existing problem records.-Facilitating and coordinating Helpline processes to ensure workarounds are applied correctly-Clinical Data recovery -Managing root cause analysis between technical teams.-Working alongside other departments such as Service Delivery Transition, Service operations Team to ensure high level of service is provided to clients

Was responsible for working as a senior 2nd Line analyst as well as we managing a group of 8 people delegating tasks, negotiating workloads, assessing performance and prioritizing work.main responsibilities were:Allocating tasks to staffEnsuring the performance of the staff was of a high standardAssessing and Resolving escalated calls Discussing and resolving problems with development, Service Management & Change and Release Department

Dealing with escalated issue to ensure smooth running IT systems on site and liaising with 3rd party suppliers if needed. Working part if a dedicated team duties included:Troubling shooting & configuring computer hardware operating systems, troubleshooting system and network problems and diagnosing and solving hardware and software faults all within agreed time limits; Following up and escalating Issues to Problem management and Development when required. Supporting the Change Management with new / Changed applications components;working continuously on a task until completion (or referral to third parties, if appropriate); prioritizing and managing many open cases at one time;rapidly establishing a good working relationship with customers and other professionals, testing and evaluating new software;

Supporting over 1000 surgery's i was responsible to 1st line technical support for an award winning Clinical Management System. Providing 1st Line software/Hardware/Backup support and escalating problematic calls to relevant teams.Some Key Duties included:- Capturing incidents by phone or email within Company SLA's- Ensuring that full details of the users request are captured within the call management software,- Take a detailed description of any actions taken with the users and resolve the issue over the phone if possible- To communicate/escalate known/recurring problems to the team leader- Complete the duties in a professional manner and to a high level.