Ashley Hanson

Reporting to the CIO with responsibility for circa 50 staff delivering IT Service Desk, ITIL Service Management, Application Portfolio, Engineering Support, End User Computing, Microsoft Modern Support, Infrastructure Systems, Networks, Digital Print and Cyber Security Awareness for 3,000 users.

Service management professional with ITIL skills providing the sole IT client relationship management interface with the ALMO's outsourced IT service. Key deliverer of IT business initiatives & interactions between the council to ensure the smooth running of the IT service whilst ultimately helping to successfully shape the service towards insourcing the IT function back into the Local Authority.

Reporting to the Head of IT responsible for the governance of the IT service across the organisation. Responsible for contributing to the overall strategic direction of IT and contributing fully to IT\IS design decisions derived from the IT strategy. Transitioning of IT design activities to the business, ensuring smooth operation of IT services. Vendor Management of 3rd third parties ensuring they take full part in promoting continual improvement activities as necessary, as the business strategy evolves. Point of contact for the organisations IT infrastructure partner. The ethos will be to set, develop and apply Service Management principles based upon the Information Technology Infrastructure Library (ITILv3) framework towards providing excellent IT services derived from the overall strategic aims of the society. Key Achievements include significantly improving the perception of the outsourced Infrastructure partner, developing successful internal IT knowledge portal, instigating communication strategy making IT more informative and contributing to ITILv3 process development within the infrastructure partner through continual service improvement processes and direct project involvement.

Editing 1st team 32 Page Colour Matchday Programme for Barking Football Club of the Essex Senior League.

Reporting to the Director of Information Services my responsibilities included the essential running of the ITIL Service Management function (including Security and DR Management) for over 7,000 IT users. I managed a team of up to 20 staff working within an IS team of 95 constantly striving for a better service for our customers. Key Achievements included integration of the Infra service management tool which I took full part in implementing as part of a PRINCE 2 project. Development of the Knowledge base which aided a sustained 80% SLA fix on 1st contact and 90%-93% SLA of calls solved within 8 hours. My role also incorporated the running of our award winning British Computer Society Professional Development Scheme for IS.

Reporting to the Director of Information Services I was responsible for ITIL Help Desk, Incident/Problem, Service Level, Change Management functions also incorporating Operations, Engineering and IT Supply for over 5,000 IT users. I managed a team of up to 40 staff working within an IS team of up to 140. Key Achievements included rationalisation of essential services, process mapping and implementation, further development of key ITIL disciplines and team development.

Reporting to the Director of Information Services my brief was to form, develop and deliver the early steps needed to form the ITIL framework within the IS department. Key Achievements were engineering the continuous steps in negotiating the improvement of processes within IS to ensure an increased level of service to the customer.

Reporting to the IT Customer Service Manager delivering Help Desk, Problem Management and Operations services. Key Achievements were recruitment & selection and team development; increased productivity as a result of improved process interaction with the rest of IT.

Reporting to the Production Services Team Leader I managed a team of 7 staff to deliver an IT Help Desk function to our customers. Key Achievements included stabilising the help desk team at a time of growth, initiation of a knowledge base and recruitment & selection of customer service staff with an enthusiasm for IT to significantly improve the service given to customers.

Reporting to the Production Services Team Leader I took full part in managing 1st and 2nd line calls over the phone and in person. Key Achievements included influencing increased levels of documentation to aid call resolution and resource management at 3rd line.

Responsibilities and Achievements included Dataease Database construction, implementation, user documentation and training. LBMS system reverse engineering of prototype data model and transaction specifications. Support of MS Office, Administration of backup procedures and elementary software and hardware tuition.