Working as part of the Incident Team to co-ordinate the business response to major operational incidents and risks. - Daily Incident Management.- Root-cause analysis.- Problem Management activities.- Incident trend analysis. Responsible for overseeing incident follow-up investigations, publishing reports and root-cause analysis for key stakeholders. Responsible for incident and problem management communication activities. Involved in the coordination of… Show more Working as part of the Incident Team to co-ordinate the business response to major operational incidents and risks. - Daily Incident Management.- Root-cause analysis.- Problem Management activities.- Incident trend analysis. Responsible for overseeing incident follow-up investigations, publishing reports and root-cause analysis for key stakeholders. Responsible for incident and problem management communication activities. Involved in the coordination of improvement initiatives within IT Service Management. Active collaboration with risk, business continuity and security teams.I am currently studying for the ITIL High Velocity IT exam to build on existing ITIL qualifications. Show less

• Responsible for post incident Root Cause Analysis.• Continual analysis of network KPIs to provide optimal service delivery. • Service improvement initiatives, performing gap analysis to identify gaps and enhance customer experience.

• Overseeing the decommissioning of customers from the legacy on-prem platform: removing Virtual Machines in Hyper-V, mapped volumes on the SAN and updating operational processes. • Assisting a customer in AD trust testing required because of network migration activities. • Troubleshooting of the legacy customer billing solution. • Customer M365 tenant administration.

ITIL Process Lead responsible for Continual Service Improvement Process including Change, Incident and Problem Management within a Unified Communications Business in Bristol, which specialises in Microsoft Teams and Skype for Business.• Change Advisory Board Convenor, governing the ITIL change approval process with assessments of Risk and Impact.• Problem Manager owning the Problem Management Process, governing the transition from Incident to Problem Management and ensuring that… Show more ITIL Process Lead responsible for Continual Service Improvement Process including Change, Incident and Problem Management within a Unified Communications Business in Bristol, which specialises in Microsoft Teams and Skype for Business.• Change Advisory Board Convenor, governing the ITIL change approval process with assessments of Risk and Impact.• Problem Manager owning the Problem Management Process, governing the transition from Incident to Problem Management and ensuring that Problems are assessed and prioritised according to risk and impact. This entails overseeing the Weekly Problem Management Forum and feeding back into the technical teams.• On-Call Duty Incident Manager, representing the escalation point for Priority Incidents and ensuring that incidents are correctly prioritized and compliant with the agreed customer processes. Effectively logging and Tracking Priority Incident Progression from submission to resolution.• Continual Service Improvement and Customer Focused initiatives. Representing the company in Service Improvement Initiatives and working with Service Managers to manage customer relations. Show less

• Customer Communications - responsible for ensuring customer communications aligned with our customer processes and sent according to Service Level Agreement.• Service Level Agreement Management - Ensuring all incidents and requests were progressed and escalating according to Service Level Agreements.• Proactive Event Management - Ensuring all events in our System Center Operations Management system are prioritised, managed and escalated according to risk and impact.• Ticket Triage… Show more • Customer Communications - responsible for ensuring customer communications aligned with our customer processes and sent according to Service Level Agreement.• Service Level Agreement Management - Ensuring all incidents and requests were progressed and escalating according to Service Level Agreements.• Proactive Event Management - Ensuring all events in our System Center Operations Management system are prioritised, managed and escalated according to risk and impact.• Ticket Triage - Ensuring all tickets are triaged with appropriate categorisation and priority, taking the first steps to ensure investigations can be progressed with the information available. Show less

Working as a Service Desk Analyst and Field Operations Specialist for a multinational packaging company, serving thousands of users across Europe remotely and acting as Field Operations Specialist for sites in the UK & Ireland.• Responsible for remotely resolving incidents in accordance with ITIL processes and customer expectations.• Responsible for installing physical infrastructure at sites in the UK and Ireland.• Acting as on-site IT support for users based in UK and Ireland.