Roles and Responsibilities
• Deputise as Manager during South Regional Managers absence.
• Work closely with Service and Business Partners to understand the needs of Business Units.
• Contribute where possible to the ITSCM for the business
• IT Budgeting for Desktop Services forecasting company growth.
• Day to day management of activities of the IT Desktop Services Team (20 Engineers) to support c3000 users using ITIL defined framework.
• Effectively manage Service Centre Requests & Incidents to ensure strict SLA’s for Response and Resolution are met. Conduct quality checks to ensure Best Practice guidelines are being followed.
• Report on Key Performance Indicator, identifying areas of concern and addressing with tactical\strategic approach.
• Produce weekly reports to contribute towards weekly management reports
• Contribute to the full life cycle of Project where required, managing desktop resources and owning desktop duties.
• Conduct 1:2:1’s, mid- and end- year appraisals ensuring Training and Development is provided to team.
• Escalation manager dealing with escalations and complaints.
• Ensure remote support is provided to un-manned sites and arrange regular visits (ReachOut Clinics) by Engineers
• Assist with escalations from Incident & Problem Management ensuring senior management fully informed of issues. Assist with root cause analysis.
• Manage Field Services Team to ensure effective working relationship with IT Desktop Services Team.
• Manage Moves and Changes working closely with Demand Management.
• Develop Technical Library to have a centralised location in Share-point of all processes and procedures.

Achievements
 Team Building
Developed underperforming engineers using PIPs and recruited new to build a strong Desktop Services Team to help take Barclays Wealth Technology towards its strategic goals.

 Incident Management / Request Fulfilment
Exceeded expectations by managing and motivating team to reduce number of outstanding Incidents by 94% (from 200 to 12) and Requests by 95% (from 400 to 20), in conjunction with new raised daily. Applied initiatives to improve work flow processes. Reduced aged calls from over 30 days old to less than 5 days old.

 Response and Resolution SLAs:
Exceeded base line of 85% by achieving in excess of 95% each week for both Response and Resolution SLAs . Identified cause of anomalies putting processes in place to prevent re-occurrence.

 Projects
Assisted in the migration of end users to one Wealth Domain. Mail migration to new exchange server co-ordinating with upgrades of Blackberry devices. Ensured additional Support available to deal with impact on BAU.

 Continual Service Improvement.
Due to the above achievements and successes of initiatives, team now in a position to become proactive and less reactive focusing on improvements in Operational Services.

Roles and Responsibilities
• Effective day to day management of activities of the IT Helpdesk, IT Desktop Support Team and Field Engineers supporting 1000 users, remote and office based, during business hours.
• Assist in the transformation of Helpdesk to a Central Service Desk applying ITIL best practices.
• Provide high level Customer Service by dealing with all complaints and escalations directly with users and Business mangers.
• Conduct Staff 1:2:1s and appraisals, setting Objectives in line with the IT Strategy. Regularly review Staff Personal Development Plans ensuring appropriate training is provided.
• Ensure all assets are recorded and kept up to date during moves and changes.
• Implement and maintain Service Level Agreements, with regular review meetings with business heads and third parties.
• Ensure all incidents are logged and resolved within agreed Service Level Agreement’s. Monitor Response and Resolution time. Where necessary, ensure issues are escalated and resolved to customer satisfaction ensuring minimal down time and disruption to the business.
• Monitor Performance and Report on Key Performance Indicators and Metrics ensuring Service Level Agreement’s are being met / exceeded.
• Ensure Events and Incidents are communicated in a timely manner, providing regular update to the Business Units.
• Recognise and analyse trends to prevent potential Problems. Identify root cause of Problems, ensuring a permanent fix is put in place to prevent re-occurrence.
• Maintain, Monitor and Report on IT Desktop Security.
• Ensure all processes and procedures are fully documented and followed. Review ongoing to ensure relevance and accuracy.
• Attend and contribute to the Change Advisory Board meetings to discuss proposed releases into production environment.
• Assist in the management of small medium projects from Transition to Service Operation.
• Contribute to Business Continuity Management and Disaster Recovery.
• Responsible for resourcing staff for Support desk and Projects and involved in interviewing candidates.
• Hands on technical approach when required to provide staff cover during holidays / sicknesses.
• Running day to day reports of call statistics using crystal reports.


Achievements
 Achievement award:
Received award for successfully managing a number or projects without disruption to BAU. Gained recognition of leadership skills, commitment and drive to succeed.
 Promotion:
Team Leader for Broadgate Office: Due to successfully managing the High Wycombe Desktop Support Team I was asked to manage the Desktop Support Team at the Head office in Broadgate.
 Projects:
Central Service Centre: Contributed to the development of a Central Service Centre from a simple Help Desk to support remote users located all over the UK, two offices in the UK (High Wycombe & Broadgate) with potential to extend out to our European sites.
Integration Project: Determined business requirements and delivered the merged functions of Lehman Brothers acquired companies. Met tight deadlines during the migration of desktops and laptops to Lehman Standard Platform.
Office moves: Project managed a number of internal and external office Moves and Changes, liaising with other infrastructure teams to agree responsibilities, resource availability and time scales. Supervised communication between all to ensure successful completion with minimal down time to business users.
Financial Payment Systems: Liaised with Vendors, Infrastructure and Corporate Systems teams to set up networked versions of financial payment systems.
 Call Logging - Metrics:
Monitored performance and reported on KPIs improving Service Operations. HEAT call statistics showed an average of 50 calls per Analyst. Reduced this to a more manageable number of less than 5 each by reviewing each call during Analysts 1:2:1’s and addressing by review of call scripts, processes and procedures, setting realistic targets and staff training based on skills matrix. A large number of complaints also received from Remote staff left on hold when calling the Helpdesk main number. Monitored abandoned call rates. Issues addressed by reviewing and improving call overflow. Reporting showed a significant drop in abandoned calls rates.

Triton Square
Roles and Responsibilities
• Provide 1st / 2nd & 3rd line Support to Front to Back Office.
• Supervise/Manage the IT Support Analyst team. Included performance reviews; weekly meeting for updates/escalation; time management; ensure full cover available on the support desk at all times.
• Ensure Calls are logged using in-house logging system, taken ownership of and resolved within SLA’s.
• Resolve any escalated issues ensuring SLA’s are adhered to.
• Provide 1st / 2nd & 3rd line support for all voice systems. Manage all voice and data communications.
• Provide 3rd line (remote) Support to Abbey’s U.S. site.
• Assist in design / implementation of any project for new systems. UAT’s / End User Training.
• Support real time market data feeds into MS Excel models.
• 1st / 2nd & 3rd line Support systems and apps used by Back, Front, Compliance, Finance, & Risk Offices.

Achievements
 Promotion to Team Leader status after a proven track record from previous role.
 Increase of head count to six analysts: Interviewing of new staff. Selected staff that were prepared to work strictly late shifts (2pm-11pm) only. This took the rest of the team off the late shift. Morale improved amongst them which reflected directly on their improved performance.
 Relocation of offices: Set up and designed voice and dealer board configuration for new office; Assisted with data feed migration; Negotiated contracts with third parties; Contributed to design of network infrastructure,
 Successful testing of DR facilities during three DR invocation test runs.

Gresham Street
Roles and Responsibilities
• Provide 1st / 2nd & 3rd line Support to Front to Back Office within the SLA.
• IT Operations -scripted jobs/report printing System backups etc. on a rotating 7am-8pm shift cover.
• Assist in migrating operational procedures from AS400 to NT4.
• Assist in migrating workstations from Win98 to NT4 workstations.
• Run inventory reports using MS Access database.

Achievements
 Acquiring advanced knowledge of Trading Systems and business critical applications in support role.
 Understanding of the business and assisting the smooth running of the company to reach its objectives.
 Acquire extensive Dealer board telephony skills after sudden departure of Communications Manager.
 Setting up new DR facilities.
 Gained an understanding of LAN/WAN Technologies.
 Researched into different DR methodologies and recommending diverse options with cost benefit analysis.

Roles and Responsibilities
• Assist in the Migration of NT4 workstations to Windows 2000 and Windows XP; UAT’s
• Provide 1st, 2nd & 3rd line hands on support for all voice systems, market data, applications and systems.
• Supervise/Manage the Trade Floor Support team.
• Asset Management tracking using MS Access database.
• Ensure all procedures are fully documented.
• Weekly meeting with team for updates/escalation; time management; ensure full cover available on the support desk at all times.
• Delegate and prioritise work and escalate issues if necessary.
• Ensure Calls are logged /monitored using CAIL’s intranet and Abbey’s HEAT application, taken ownership of and resolved to SLA’s.
• Represent Trade Floor Support department at various management meetings.
• Co-ordinate Moves and Changes.
• Provide 3rd line (remote) support to Abbey’s U.S. site.



Achievements

 Premises relocation of Cater Allen as part of Project Red:
Surveys conducted and data stored in MS Excel spreadsheets linked to MS Access database to run reports and queries. Migrated Cater Allen specific functions to the Abbey business by successfully migrating over voice circuits, recording and speaker bus systems; migration of CAIL’s market data feeds to new offices; successful UAT’s of Front and Back Office applications; End User training. Assisted with the design of Dealer board telephony configuration.
 Awarded Application and Desktop Support contract for supporting the merged Trader Floor, Post-Project Red:
Encouraged team to provide assistance to Abbey traders as well as Cater Allen’s during and after migration of Cater Allen into Abbeys’ Head office. Be proactive. Be polite. On the job training. Lead by example. By providing direction and the support team’s can-do attitude helped secure the Trader Application and Desktop Support functions for the newly merged Trade Floor.
 Premises relocation of DR facilities: Successful front to back testing of DR equipment.
 Managed the implementation of Deal Tracker Archiver / Analyser for Reuters Dealing3000.

Roles and Responsibilities
• Creating a user-friendly graphical program using National Instrumentation LabView to organise and process automated data from biosensors. Strategic approach. Problem solving.
Achievements
 Work completed within allowed time scale.
 Reduced time taken for data processing tasks to 1/6th of normal time.
 Produced standard formatted charts using GLP guidelines.
 Interfaced with biosensor via RS232 serial communication systems, providing an immediate real-time analysis of the response signal data.

Roles and Responsibilities
• Test Sterility of raw materials and final products used in the manufacture of medicinal products to strict deadlines, using GLP.
Achievements
 Improved a sterility test procedure preventing accidental spillage of valuable samples.
 Successfully determined nature and origin of microbial contaminants preventing loss of major contract.
 Demonstrated competence in a highly responsible role using a confident and accurate approach.
 Requested to train newly recruited staff.