Highlights:Working for the Ministry of Defence for 5 years - This exposed me to the most critical of Major Incidents and allowed my experience and confidence to grow exponentially.

Skills:ITIL, Service Management, Incident, Problem

Goal:To lead Incident Management or Major Incident Management process and function within a large company.

Certification:ITIL v2 - Foundation ITIL v2 - Service Desk & Incident Management Specialist ITIL v3 - Foundation ITIL v3 Operational Support and Analysis

Senior Configuration Analyst 10/2020 - current
BT PLC, Bristol, Gloucestershiire United Kingdom
Industry: Telecommunications
Senior Configuration Analyst at BT PLC
• Custodian & Administrator of CMDB • Responsible for user configuration within Service Management Tool • Perform regular audits of Configuration Items using various reporting, to ensure data integrity at all times • Liaise regularly with 3rd Party Support Providers responsible for the development and stability of various toolsets and applications • Created, developed and maintained a Service Improvement Tracker tool to ensure Continual Improvement is always addressed and acknowledged • Regular chairperson for Team Huddles, covering workloads, causes concerns and countermeasures, risks, ongoing projects etc--
Major Incident Manager 07/2019 - 09/2020
BT PLC, Bristol, Gloucestershire United Kingdom
Industry: Telecommunications
Major Incident Manager within Technology Operations Centre at BT PLC
? Responsible for managing high priority incidents impacting Radio Access Network and Core Network Services ? Stakeholder management communication ? Liaising closely with multiple teams including Technical Support, Surveillance, Change / Problem Management and Business Stakeholders ? Championing of Continual Improvement throughout Incident Management and the wider business with certified training ongoing ? Responsible for creating, maintaining and supplying various documentation, including but not limited to: Work Instructions, Processes and Procedures, Major Incident Reports--
Major Incident Manager 11/2015 - 07/2019
DXC Technology, Corsham, Wiltshire United Kingdom
Industry: Defence
Major Incident Manager for the MoD, based within the Global Operations Security Control Centre.
? Employed by DXC Technology and based at Customer site, as part of a small team managing high impact Major Incidents ? SC Clearance required and obtained ? Major Incident Lifecycle Management - End to End management of Major Incidents, including Communication Plans, Recovery Plans, managing MSPs, creating and maintaining Post Incident Reviews / Reports, identifying and escalating process / procedural shortfalls ? Attending and presenting at daily morning brief with high-ranking officials ? Continual Service Improvement representative for Major Incident Management – Attendance of weekly CSI meetings where successes and challenges were discussed and addressed. CSO report created and published prior to meetings ? Interim Service Delivery Manager responsibilities for ITSM Tooling whilst permanent member of staff was onboarded--
Major Incident Manager 08/2014 - 06/2015
Select Service Partners Ltd, Birmingham, Birmingham United Kingdom
Industry: Communoications
IT Incident Manager / Service Desk Team Lead / Problem Manager for Select Service Partners Group PLC
? Management of escalated, (P1 & 2), Incidents through to Resolution ? Assisting with the configuration of Incident and Request modules for the BMC Footprints system ? Performing Problem Management duties in the absence of a dedicated team ? Creation and provision of SLA, Service Desk performance and KPI reports ? Incident team management – ensuring all support personnel are placed within the correct Resolver Groups ? Review and correction or creation of Process and Procedure documentation ? Running major incident calls, capturing actions and chasing resolution ? Provision of training for Resolver Groups on use of the ITSM tool and ITIL Best Practice ? Ensuring the Incident Flow is working efficiently – Identifying improvements of the Incident Management procedures and processes--
Major Incident Manager 11/2010 - 08/2014
RR Donnelley, Tewkesbury, Gloucestershire United Kingdom
Industry: Communications
Major Incident Manager for RR Donnelley - Global Operations
? Responsible for Incident escalations and timely resolution of high impact Incidents by engaging the necessary resources quickly and efficiently ? Helping to create and implement a Major Incident Process for the Business and performing Major Incident Manager duties when required ? Experience of managing network related Major Incidents and supporting Network Teams to obtain speedy, thorough resolutions via 3rd party network vendors ? Creation and maintenance of regular Management Information reports for SLA Conformity, Service Delivery Performance and Service Desk / Call Centre KPI’s ? Chairperson for weekly SLA Conformity conference calls to encourage Support teams to use ITIL best practices ? Responsible for creating and distributing Post Incident Reviews for internal Business Stakeholders and external Customers, and organizing and chairing conference calls to review Incidents ? Working closely with Technical Account Managers and Customer Account Managers to ensure that joint processes are maintained and adhered to ? Providing ITIL Best Practice training and mentoring to Service Desk and Operational staff ? Liaising closely with the Problem Management Team to provide detailed hand-over’s for transition of Incident to Problem ? Attendee of twice weekly Change Advisory Board meetings to ensure that Incident Managers and the IT Service Desk are kept informed of any potential IT outages--
Service Desk Analyst 02/2006 - 10/2010
Serco, Gloucester, Gloucestershire United Kingdom
Industry: IT Services
Service Desk Analyst for Serco Home Affairs - ITIL Service Desk
? 1st line support for users of Microsoft Windows XP, Server 2000/3 and bespoke applications. ? Experience of using Citrix MetaFrame technologies in a large multi site network ? Good understanding of the ITIL Service Support process model – qualifications gained ? Creation and distribution of Management Reports for performance metrics ? Experience of providing service to SLAs ? Assyst (Service Management Toolset) Administration--

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