Vikki Williams Email & Phone Number

Gaydon

Use ITIL best practice to engage across all areas within Service Delivery to ensure the appropriate focus and technical resources for conducting root cause analysis. Represent incident or problem management at various meetings as and when needed. Support continuous service improvement by thorough delivery and tracking of improvement plans. Lead meetings with stakeholders to ensure that deliverables of IM and PM are ongoing. Educate the wider community on problem Management processes and… Show more Use ITIL best practice to engage across all areas within Service Delivery to ensure the appropriate focus and technical resources for conducting root cause analysis. Represent incident or problem management at various meetings as and when needed. Support continuous service improvement by thorough delivery and tracking of improvement plans. Lead meetings with stakeholders to ensure that deliverables of IM and PM are ongoing. Educate the wider community on problem Management processes and benefits, driving compliance with the processes by all. Show less

Analyse and review all incoming work requests and assign tasks to appropriate resources, ensuring SLAs are met and customer satisfaction remains high. Manage team resources to ensure a consistent number of available resources throughout the year. Provide metrics and statistics in order to mature and improve the service. Monitor periodic tasks and ensure timescales are met for all daily, weekly and monthly deliverables.

Manage resources and activities for a number of service coordinators working on multiple accounts, delivering Incident, Problem, Change, Configuration and Service Level Management. Manage team holidays and absences, arranging cover where appropriate.

Work on varying customer accounts, both directly with external customers & also internal IBM departments. Coordinate the end to end service to the customer, acting as a primary point of contact for service levels and issues. Support overall customer relationship and customer satisfaction. Deliver cost effective, standard customer measurements in line with contracted commitments. Input to Service Review/Pack. Support Account planning/strategy and Continual Improvements.

Initial setup of the technical team resources along with ITIL processes and procedures. Manage the Business Application Support team and the Helpdesk resources. Interface into the Customer and secondary IBM office resources and run and manage Major Incident Management within the project.

Leading a team of eight Technical Application Support Specialists, ensuring that all of the team members had the correct skills and resource available to them to complete their daily tasks. This included regular team meetings, encouraging team work and good morale. Monitoring and allocation of customer problems using the skills within the team to ensure that all problems were fixed within contractual timescales and to the satisfaction of the users.

In depth problem determination for users working on the maintenance of the RAF aircraft. As the aircraft have to be turned around within strict timescales, many of the problems were of high severity and visibility. Constant user contact to fix problems day to day including user contact to discuss the recreation of problems and to give users advice where necessary and to inform users of problem status. Assist in testing fixes before they are released into the live environment.

System housekeeping for up to 35 sites, ensuring daily, weekly and monthly backups & restores were completed successfully and reporting errors to technical support if there were failures. Carrying out system monitoring to ensure that log files did not exceed recommended thresholds. Taking out of hours user calls and forwarding to the relevant teams for problem determination the following day. Netview monitoring of all sites to ensure that network connections were maintained and reporting any… Show more System housekeeping for up to 35 sites, ensuring daily, weekly and monthly backups & restores were completed successfully and reporting errors to technical support if there were failures. Carrying out system monitoring to ensure that log files did not exceed recommended thresholds. Taking out of hours user calls and forwarding to the relevant teams for problem determination the following day. Netview monitoring of all sites to ensure that network connections were maintained and reporting any problems to the network providers. Show less

Producing support documentation for the department, including process and procedures for Problem, Change and Configuration management. Producing security documentation for the project, local security procedures and global documentation, such as the Security Operating procedures. Producing monthly figures for Service Quality Review, performing Security Audits, managing Department access control. Providing Project Office Support, which involved the setting up and maintenance of the Project… Show more Producing support documentation for the department, including process and procedures for Problem, Change and Configuration management. Producing security documentation for the project, local security procedures and global documentation, such as the Security Operating procedures. Producing monthly figures for Service Quality Review, performing Security Audits, managing Department access control. Providing Project Office Support, which involved the setting up and maintenance of the Project Office as well as the creation and implementation of the project plan and project control books. Show less