William Goddard Email & Phone Number

England, United Kingdom

Rochdale, England, United Kingdom

As an Internal Systems Manager, I oversee technology review, service improvements, ticket management, incident escalation, change management, and project completion. I ensure team accountabilities, maintain resource plans, manage incidents, problems, and changes, and ensure all SLA’s and KPI’s are met. I create and maintain process documentation, identify areas for technological improvement, drive training requirements, and mentor team members.In addition, I manage both CAPEX and OPEX budgets, striving for value for money while maintaining support for services and hardware. This involves resource allocation, expenditure monitoring, and strategic decision-making to optimise costs and maximise value. I also carry out regular vendor reviews and keep abreast of technology roadmaps and end of life dates. My financial stewardship contributes to the overall financial health of our organisation.

Rochdale

As the leader of a dynamic Internal Systems team, I am responsible for the day-to-day management and hands-on guidance, ensuring the delivery of first-class service and support. I manage and monitor individual workloads, ensuring all issues are resolved within agreed SLAs. I conduct regular team reviews, structuring personal and career development plans for each team member.I review and update all support documentation as required and ensure that all IT equipment is compliant with defined standards and can be tracked and accounted for. I oversee the integration of new systems, ensuring a smooth transition from build/test to operational function with fit-for-purpose support documentation.I conduct regular proactive service reviews with internal stakeholders and external suppliers, ensuring compliance with audit requirements for ISO27001, ISO9001, PSN, and CASTe.Achievements• Successfully upgraded the Internal Office Network, replacing all Switches, Firewalls, and Wireless Access Points.• Replaced an aging VPN solution, enhancing network security and efficiency.• Brought online satellite office locations, expanding our operational footprint.• Streamlined the team’s BAU process, improving efficiency and productivity.• Introduced SLA targets, setting clear expectations and accountability.• Successfully renegotiated Microsoft Agreements, achieving cost savings and improved terms.• Introduced a software audit process, ensuring compliance and reducing risk.• Led the transition from an office-based workforce to remote working during COVID, ensuring business continuity and employee safety.

Rochdale, England, United Kingdom

In my role as a Desktop Support Engineer, I ensure customer satisfaction in all aspects of my work. This includes the timely resolution of tickets to minimize business impact, adherence to SLAs, and problem resolution for internal business applications, including the Avaya voice system. I support various Microsoft operating systems and packages and deploy software via SCCM.I create, test, and maintain zero-touch desktop OS deployments via SCCM task sequences. I also maintain and continually develop SharePoint. I perform internal audits to ISO27001 and 9001 standards and lead in project planning and implementation. I monitor and manage the company’s Group Policies to ensure compliance of all desktop OSs to security policies and adhere to asset management and system security practices.I work closely with our hardware suppliers to ensure we can deliver high-quality hardware to the end user at the best possible price. Achievements • Earned MSCA, Microsoft Server 2012 R2.• Became a Microsoft Specialist in Server Virtualisation with Windows Server Hyper-V and System Centre 2012 R2.• Achieved Microsoft Certified Professional status.• Led the team during transitional periods.• Played a leading role in implementing company-wide changes to achieve PSN accreditation.• Designed and deployed the N&I department Change Management System.• Managed the company’s transition from Windows 7 to Windows 10.• Completed Internal Auditing Training to a nationally recognized standard.• Recognized within the team and company as a source of escalation and technical expertise.

Rochdale, England, United Kingdom

Provided 1st Line Support through email and telephone platforms, provide help and support for any requests, problems or escalations, follow process and procedures with strict adherence and work within tight timescales and service level agreements. Creating, disabling, modifying, troubleshooting user accounts, Mailboxes and Distribution Lists. Achievements• Became trainer for New Team Members.• Taking over responsibility for the Intranet SharePoint 2010

Rochdale, England, United Kingdom

Responding to customer emails in a timely professional manner, answering telephone calls from customers, escalating issues to our suppliers and following up to ensure customer issues are resolved as soon as possible. Dealing with Customer complaints by listening to the customer, identifying the key issues, offering the appropriate response in line with the companies’ guidelines and escalating to other departments as required.

Manage MyTravel’s Change Management process including processing all changes using ITIL standards. Ensuring change documentation has been completed correctly, performing risk analysis and preparing reports for weekly Change Control meetings. Producing Monthly reports for Management Teams ensuring the IT department maintains ticket resolution targets. Maintain relationship with key suppliers and escalating issues to ensure speedy resolution. Administer Oracle iSupport Achievements Taking control of the team during long term absence of department manager. Automating monthly reporting process using Excel Streamlining the Starter, Movers, Leavers process to ensure compliance with company account security policies.

Responsible for the smooth running of the Bar & Kitchen, maintaining high standards of spirits, wines, food, service, health and safety. Inspiring staff to deliver prompt, friendly and efficient service at all times along with providing support to Retail Area Managers. Daily stock control and weekly audit along with daily and weekly reconciliation of sales, end of week, and payroll. Organising daily rota to ensure adequate staffing levels. HR responsibilities including the recruitment, training and development of staff.Achievements; Becoming one of the youngest Licence House Managers for Bass Taverns in the UK Successfully completing the National Licensees qualification NVQ level 2 in Hospitality Management Leading a staff of skilled and highly motivated employees

Education record

Education record