Vawns Murphy Email & Phone Number

Bristol, England, GB

Bristol, England, GB

• AXELOS ITIL maturity assessor and carried out capability assessments for the North Lincolnshire and Goole NHS Trust and AGE UK.
• Provided service design, transition and operations consultancy services to Sovereign Housing.

Bracknell, Berkshire, GB

• Responsible for the on-site Service Desk and IT service delivery for the business.
• Renegotiated mobile phone contract to save the business over £120,000 a year
• Introduced new ITSM tool and self-service offerings for business colleagues
• Oversaw replacement of legacy telephony system with new service that included a CRM system and social media integration in line with our customer experience strategy.
• Creation of SLAs, XLAs and service packages to improve customer experience

Newbury, Berkshire, GB

• Created core ITIL processes included Change, Configuration, Major Incident & Problem Management and transitioned them into operational processes.
• Accountable for the management of all problems and known errors by performing root cause analysis, coordinating multiple service and 3rd party towers and by communicating with service owners and stakeholders to ensure.
• Blended approaches from ITIL, COBIT, Lean Sigma & Kanban to absorb increased capacity after HPE merger whilst promoting service quality and transparency to business stakeholders.Establishment of proactive problem.
• Chaired regular meetings with stakeholders from board level to the Service Desk to update on current problems and future opportunities.
• Establishment of TOP teams to target high impact problems
• Ownership of corporate intranet to ensure workarounds are communicated to the correct stakeholders and to promote shift left ways of working

• Responsible for managing The ITSM Review website & social media channels
• Creation of content for blogs across the Enterprise Opinions portfolio
• Delivery of Enterprise Service Management webinars
• Creation of content for the ITSM vendor community

Reading, Berkshire, GB

Responsible for all Change & Release activity across my platformsAct as primary day-time point of escalation for all customers across my platformsCreated customer complaints processCreated process, procedure and templates for engaging with project teamsPart of the delivery team for the Urgent OOH Change processChange governance, risk mitigation and SIP.

Burlington, Ontario, CA

Acted as primary day-time point of escalation for the customers including Royal London for all aspects of service deliveryFacilitated the regular service delivery client review forums (meetings, performance and request feedback, service improvement initiatives) Created ITIL & Service Management collateral for customer accountsDelivered consultancy to.

Bangalore, Karnataka, IN

• Created Change, Release & Configuration Management documentation for customer accounts.
• Developed ITIL and Service Management collateral for the Sales team
• Provided responses for customer RFPs / ITTs
• Mentored new employees

Montreal, Quebec, CA

• Customer Problem Manager
• Daimler Chrysler –Established & ran regular meetings with all regional business units, to ensure understanding of service management processes & review of outstanding issues & progress. Developed service management.
• Equity Insurance Group – Established regular problem review boards to manage problems & issues with service provision.
• Aviva – Implementation of crisis management & lessons learned procedure for service provision.Day to day responsibilities:
• Responsible for managing Major Incidents & Problems to completion while communicating to all stakeholders.
• Delivered Problem & Change Management training to all IT personnel

GB

• Service Portfolio Manager / Service Delivery Manager
• British Petroleum (BP) – The primary point of escalation for all aspects of global service delivery. Implemented service improvement program for the Release Management process. Responsible for all Remedy application.
• Cincinnati Insurance Company – Managed the customer relationship and ensured that all service levels were met. Implemented weekly meetings and a process for managing Known Errors.Day to day responsibilities:
• Responsible for all Service Delivery Management activities in local geography both for solution support and managed services
• Project managed the transition of new customers onto the runtime services, support and / or managed services
• Creation of customer satisfaction survey and metrics pack

• Responsible for the implementation / enhancement of existing ITIL processes and alignment with COBIT & ISO 20000. I developed an ITIL foundation training session with a 100% pass rate. Represented IT on the company.
• Implemented Change Management process
• Chaired the CAB meeting and published the CS and PSO on a weekly basis
• Created template & standard Changes.
• Oversaw operational Releases.Incident & Problem Management
• Coordination of Major Incidents & Problems.

New York, NY, US

As the Service Quality Manager for a number of service families within Merrill Lynch I was the primary contact for the escalation of business impacting problems and changes. I managed problems and major incidents through to completion utilising the major incident conference call, system on watch, and post mortem components of the Problem Management process.

Burlington, Ontario, CA

As the Incident Manager for a large IT Service Desk I ensured a high quality service for the user base. I supervised a team of 20 Service Desk analysts and was responsible for normal service to be restored quickly, effectively and with as little possible adverse business impact in the event of a Major Incident. In addition to this, I represented the.

Wichita, Kansas, US

My responsibilities varied from day to day user support including troubleshooting hardware, software and communication issues for a city based commodity-trading floor. In addition to this I was tasked with developing long term user assistance program which include training and literature programs for improving the users IT competence, and as such I also.

Cincinnati, Ohio, US

My main responsibilities were the effective organisation and control of site support teams. As part of the global IT structure my role involved project planning and analysis of user requirements to roll out multi site projects, allowing me to develop my project management skills.As a senior local IT trainer / leader, I was expected to produce training and.

At Eason & Son, I worked on a part time basis. My duties included customer service, managing our stock room, balancing the accounts and making lodgements and dealing with customer issues and complaints. I also worked in our cash office, which involved accounts and invoicing work, operating the switchboard and dealing with company systems and e-mails.

Shop Assistant in the Final Touch, The Square, Tallaght.

Bsc, Technology

National Diploma, Science

Leaving & Junior Cert Exams, Junior Cert & Leaving Cert

Primary School