Company spin off from XPO Logistics to GXO Logistics August 2021

• Provide a central IT service management function of 150+ sites• Introduce new services/customers • Handle escalations, critical issues and responsible for internal business communication• Facilitate successful change management process with external and internal colleagues• Regularly conduct service reviews, host fortnightly inter division problem reviews, host ‘red team’ (highest level escalation)• Review and write process documentation• Provide training on internal IT tools (ServiceNow & Remedy) and processes• Gatekeeper to ensure effective transition to all new services and fully developed end to end support to include processes SLAs, KPIs and OLAs• Maintain effective communication with business operations and ensure escalations are managed through to resolution, identifying improvementsNotable Achievements: Service Provider Transition Represented Service Management in a successful transition to a new service provider (Service Desk & Other support areas). Worked with internal and 3rd party technical teams to ensure all knowledge base articles and related documentation/templates were up to date. Visited Casablanca during Soft, Full Go Live and Hypercare to provide assistance and strengthen the relationship with the new provider. Nominated by the EU Desk manager for my engagement and strong contribution in making the transition a success.  Implement XPO Change Advisory Board (CAB)Successfully developed a Change Advisory Board process for central IT colleagues. This significantly reduced unintended outages and related incidents, ensured changes were implemented in a controlled manner. Introduced a New Password Manager Tool. Selected tool, wrote documentation and delivered to ~6000 employees.  Represented Service Management during our full Data Centre Migration. Involved in planning, end user and business communications.  ON-boarding of XPO Belgium warehousing application to UK support.

• Major incident/problem management and customer escalations• Provided cover and assistance with change management and delivered services to over 150 customers• Identify areas in service delivery to streamline processes or highlight/escalate gaps in processes• Maintained weekly escalation tracker• Management of logistics organise engineers and ensuring hardware arrived on site and on time for the engineer• Maintained relationship between 3rd party vendors and customers• During major incident or problem tickets, responsible for expediting using Hardware Return Material Authorisation (RMA) process• Dealt with globally based engineers, providing flexibility and working outside of a standard shift pattern and work overtime • Provided cover at late notice for 24/7 team (Solarwinds monitoring/alert management/service desk out of hours support).• Managed clients from the Emergency Services Groups (Police, Fire and Ambulance)• Hosted customer facing & internal conference calls and provided outputs and actions from these calls• Working on emergency service contracts and multimillion pound maintenance contracts• End to end ownership of major incidents from initial logging to resolution• Responsible for communications between customers /internal account managers and service delivery managers• Involved in weekly internal ‘high visibility’ conference calls Nominated by both CEO and manager for company’s Employee of the Quarter Award

• Prioritization of incidents including high level VIP and company director incidents • Citrix Administration • Active Directory Administration • Administration for in-house systems and applications • Queue Management • UAT testing • Customer satisfaction survey processing • Escalation management • Training and mentoring • Updating and documenting any newly discovered fixes or change of process via a central storeJob Description:Key Responsibilities• Immediately log all calls into the system appropriately • Update client/user and call records on the appropriate Service Desk toolset as available to enable the data to be analysed for performance monitoring purposes • To investigate, diagnose and resolve incidents following laid down processes and within agreed service levels• Regular monitoring, tracking of client/user issues, ensuring escalation of the issue is monitored and addressed within a timely manner• Provide the clients/users with an update within the set timeframe as set out in the SLA’s• Ensure the set target of calls is logged accurately within the set time frame• Monitor and review the incidents that are on-going • Filter, prioritise and action appropriately within the agreed procedures • Determine if the incident can be resolved at first line or needs to be passed on to other resolver groups using agreed processes Skills • Good Analytical skills with the ability to establish logical options and generate solutions• Have an understanding of existing products or knowledge of products and services within the business• Knowledge of appropriate business processes in order to contribute to the definition of business requirements, analysis of problems and testing • Ability to prioritize own workload/incidents and/or requests and manage through to completion • Willing to work proactively in a team environment, sometimes under pressure and working to deadlines• Excellent communication skills

I have provided IT Support for a wide range of contracts which were at High Security and Government level, for which I am Security Cleared.• Working as part of a team on the Service Desk, we are responsible for logging and managing incidents and changes through to resolution using an ITIL-based framework.• Working towards strict SLA’s and focusing on logging and resolving incidents as quick as possible, along with maintaining a high level of customer service and consistency.• Attempting to fix as many faults as possible at the Service Desk using the tools available. Common fixes include password resets, email issues, blackberry problems, Citrix Environment, network connectivity problems, assistance with Microsoft Office applications & Operating System faults, AD configuration • Liaising with other resolver groups (Problem Management/ Incident / Request and Change Management) and 3rd Parties when resolution at the Service Desk is not possible. Communicating with onsite team and Service Management in order to escalate issues and ensure process is being adhered to • Resolving change requests which include account creations/deletions/amendments using Active Directory, amending folder permissions and network folder structures to suit the customers’ requirements.• Personally created and improved several First-Time-Fix Guides which are used by all members of the team to aid them in resolving incidents at the Service Desk.• Re-designed part of the call-logging software structure along with my team leader to improve the accuracy of incidents logged by the team on one of our key contracts.Provide Support via Remote Access- Dameware / VM Ware / LANDesk / Altiris Carbon CopyI have implemented the Training of New Starters & Junior Service Desk Analysts