Cartagena, Región de Murcia, Spain
An experienced and dedicated IT Service Management Professional. Currently in the role of the SERVICE SUPPORT MANAGER, responsible for running a global support function on a 24x7x365 basis providing B2B support for a highly secure, high frequency, network for the banking sector. Solid leadership skills and a global champion of modernisation; focussing on ensuring that people, processes and systems are both ‘fit for purpose’ and aligned to the company’s overall goals. Specialties: Holder of ITIL Red Badge. Process Management and Design Service Assurance
On appointment, much of my time was spent verifying that our customers were happy with all aspects of the services they were receiving, that any risks or deficiencies were identified, that both customers and the internal executive understood the nature of any issues and worked within the organisation to identify quick wins and understand the inertia. I worked with my team and identified failings in the incumbent shift pattern and a lack of tactical leadership; having taken steps to rectify this at the beginning of 2013, absence through sickness, cost of overtime and individual failings of my team all reduced and continue to trend down. I have ensured in the UK that all service support KPI’s in place have been transparent, published and then reported. Over the last 24 months the UK NOC has seen significant performance improvements in the following key metrics: • A decrease in the “aged” ticket count (whilst ensuring more instances are logged) • The “mean time to restore” is reduced • The number of “Self Inflicted Outages” has reduced • The “mean time between failure” has increased • Number of problem records closed with a positive outcome has increased • Overall network and service availability has increased • Customer satisfaction has increased Following this success, TNS transitioned the support of our European broadband services back into the UK (from the US) and proved an immediate success with customers and internal service and sales staff. In mid-2013 after much lobbying, TNS installed a pilot monitoring solution to address the gaps that I had identified in service monitoring (availability, alerting, synthetic testing, reporting, etc.). This was adopted as the best fit for TNS in terms of next generation monitoring to replace aging and legacy tools rolling out globally this year. Now responsible for delivering the same high standard of operations support on a global level managing services, resources, customers and vendors worldwide.
In May 2010 IPI was taken over by and integrated with GCI. Responsible for the Internal Support and integration of IT across the group. Subject Matter Expertise in IT systems management, monitoring and alerting - especially in utilizing advanced Solarwinds Orion techniques and Axios Assyst.
Recruited to redesign, augment and improve a customer facing, multi-line service desk within a Network Operation Centre (NOC) environment. I performed an evaluation of the systems, processes and software tools that were in use across all areas of service support and produced "quick wins" and strategic recommendations for improvement. During my management of the Service Desk I had direct staffing responsibility for the entire Service Support function of 22 people. Responsible for process design and implementation of accepted best practice service management processes across all areas of service support (Incident, Problem and Change Management). This enabled the evaluation, short listing and adoption of a new Service Desk system to improve efficiencies throughout the NOC and provide meaningful Management Information to the business leaders and senior managers. Established the companies' first Configuration Management Database (CMDB) and led a companywide audit and verification exercise (in excess of 10,000 separate pieces of equipment) to populate the CMDB and the integrated Incident Management system. Undertook all management responsibilities for the running of the service desk including staffing, development, process design (and review) and implementation. Responsible for the design of the new NOC environment in late 2008 became the delegated authority for the management of the NOC as a whole (reporting to the Operations Director) shortly after. I was responsible for enabling and developing the NOC team to deliver measurably higher quality service to our customers and driving down MTTR (mean time to repair) across the whole spectrum of incident management. Also responsible for managing the internal IT systems, and established a more scalable and supportable environment in a period of growth. The NOC team ranged from Service Desk Operatives with no network qualifications, our CCNA certified 1st line engineers to our 3rd line team of CCIE's.
The overall responsibility for the availability and security of the network, data and key IT systems across Europe; covering 14 offices and 700 users in 5 countries. Responsible for managing the whole of the European IT and support function, managing a centralized helpdesk/support team of 7 UK staff (providing first, second line and specialist support), 3 dotted line European based report, and 3rd party "in country" support organisations. Responsibility for ensuring that new IT projects were contained and signed off within their respective planned time frame and budget. Successfully delivered key projects: Design and Introduction of Service Catalogue and Service Level Agreements. Designing and delivering of a pan-European MPLS network into all EU offices. European Standardisation - services, facilities and "look and feel" uniformity. Migration of European Hub site from analogue to VoIP based telephony. Migrating disparate backup solutions to a single WAN based solution. Integrating all European offices into a single AD domain Also involved with multiple global initiatives, working with peers and subordinate groups in the US and Australia, helping to determine strategy, evaluating and producing standards, processes and policies for Global IT including service desk tools, security, AD design and WAN capacity.