james nash

* Key Responsibilities included: * Implemented service improvement plan for a failing IT Service Desk * Delivered service targets and reporting for the IT Service Desk * Managed major incidents and was involved in change management * Implemented ITIL best practice procedures

* Key Responsibilities included: * Manager of IT Operations * Managed a major network and server outage * Managed 17 staff (IT Service Desk/Desktop/Network/Server teams) * Managed all major incidents including communications to all customers * Conducted numerous presentations to senior consultants in the Trust * Managed all IT Operation escalations * Implemented Incident, Problem and Change Management * Managed regular team meetings and all 1to1s (appraisals) * Controller of all incidents/service requests for IT Service Desk/Desktop * Reduced outstanding volumes using Incident Management best practice * Updated processes using ITIL best practice * Implemented SLAs including first time responses/target resolution * Customer service reports compiled and supplied to the IT Director * Regular updates provided to internal key stakeholders * Reduced IT costs by reviewing and re-negotiating licences with supplier * Regular meetings held with third parties to ensure SLAs were being met * Regular contact with project team ensuring smooth handover to BAU * Managed staff training and development

* Key Responsibilities included: * Manager for IT Help Desk and User Management * Managed all major incidents * Primary escalation point for all customers

* Key Responsibilities included: * Manager for the IT Service Desk * Primary escalation point for all customers * Delivered agreed support services using ITIL best practice * Improved processes and procedures based on ITIL best practice * Managed IT Service Delivery department in managers absence * Managed the change from IT Help Desk to IT Service Desk * Managed name change from Triage to IT Service Desk * Managed the upgrade of remote logging system * Managed all major incidents * Customer service reports compiled/supplied to IT Operations Director * Successfully achieved all IT Service Desk staff to obtain ITIL foundation * Experience in disciplinary procedures/appraisals and 1 to 1s * Managed problem records and the Change Manager * SLAs were controlled, reviewed and managed within remit * Reduced IT costs by changing backup tapes/storage costs

* Key Responsibilities included: * Team leader for FremantleMedia and BDP contracts. * Managed all major incidents/escalations on both contracts. * Delivered agreed support services using ITIL Best Practice approach. * Improved processes and procedures based on ITIL Best Practice. * Managed all User Management compliance. * Provided Due Diligence for FremantleMedia contract. * Trained Service Desk staff to take calls/support for both contracts. * Mentored Service Desk staff. * Compiled all reports for the Service Desk.

* Key Responsibilities included: * Instrumental in ensuring a successful 3M Security audit. (SOX) * Completed smooth transition of Security department move to Germany. * Implementing and adopting ITIL Best Practice processes. * Managed all system access rights and user management.

* Key Responsibilities included: * Managed all of 3M’s UK and European employee’s accounts. * Created and maintained 3,000 user accounts via user management. * Auditing of 3M’s security processes, Sarbanes Oxley (SOX). * Managed the team in team leader’s absence. * Completed all reporting for Service Delivery. * Escalation point for internal staff and customers. * Managed recruiting service desk staff.

* Key Responsibilities included: * First point of contact for all 3M UK users. * Maintained a high level of customer service. * Raised 101 calls in one day fixing 90% of these calls. * 80-85% of incidents closed at first point of contact. * Promoted to 2nd line support, handling more technical queries. * Remote Support for customers. * Managing IT Clinics. (Including floor walking)

* Key Responsibilities included: * Managed IT Service Desk transition to outsourced IT company (first and second line) * Ensured processes/procedures were in place for service transition * Managed service reviews with suppliers * Ensured ITIL best practice was delivered during transition phase * Maintained high level of service for customers during the transition * Ensured SLAs were maintained by outsourced IT Service Desk * Compiled and supplied reports to senior stakeholders * Mentored IT Service Desk Manager throughout transition * Attended regular site visits to ensure smooth transition * Maintained high level of communication * Managed all escalations during transition phase * Delivered a smooth hand over of service to IT Service Desk Manager * Managed customer expectations during service transition * Ensured KPIs were managed and maintained for Incident/Service * Requests and telephone KPIs * Managed service from early life support right through to BAU * Gap analysis documentation created/completed for transition phase

* Key Responsibilities included: * Mentored Service Desk Team Leader to deliver an improved level of * service using the ITIL Best Practice approach. * Improved communication strategy with senior stakeholders. * Raised the profile of the Service Desk by delivering a high level of * customer service. This was measured by using internal surveys. * Implemented Incident Management, Problem Management and Change * Management using ITIL Best Practice. * Reviewed and negotiated SLAs with suppliers. * Managed all IT Operation escalations. * Service reports created and delivered to senior stakeholders. * Worked closely with the Service Desk Team Leader to reduce the * number of open Incidents and Service Requests. * Managed regular team meetings and controlled all 1to1s. * Regular service reviews with all suppliers. * Raised morale within IT Service Operations. * Improved working relationship with key personnel at other internal sites.

* Key Responsibilities included: * Manager for IT Operations. * Managed all major incidents including communications. * Managed all IT Operation escalations. * Controller of all incidents/ service requests for Service Desk. * Updated processes using ITIL (Best Practice). * Managed staff including 1to1s and team meetings. * Introduced Problem Management and Change Management. * Implemented new service desk logging system. * Managed all SLAs including first time responses and target resolution. * Managed site visits for engineers. * Customer service reports complied/supplied to IT Operations Director.

* Key Responsibilities included: * Responsible for central government and private industry customers. * Played a key role in the Census project. * Coordination and planning of Service Transition using Prince 2 planning. * Negotiating and influencing at senior management level. * Customer and Management reporting. Reporting and maintaining SLA. * Proactively monitoring the services provided against SLA’s/KPI’s. * Primary point of contact for appointed customers issues. * Owning and managing customer escalated issues on the service. * Involved in all Major Incidents, Problem/Change Management. * Involved in process improvement, in order to achieve ISO20000. * Liaised regularly with key external and internal stakeholders. * Establishing local work instructions with vendor and suppliers. * Managed transition of projects to Live Service using ITIL Best Practice. * Conducted monthly customer/supplier service reviews. (chaired) * Ensuring changes/releases were completed in a controlled manner.

* Key Responsibilities included: * Provided overall leadership of the IT Service Desk * Managed multiple support levels Tiers 1-3 * Developed and implemented SLA's * Managed all changes (acted as the change manager) * Led team communications and documentation regarding metric results, major incident logs, policy adherence and process consistency * Managed customer communications during major incidents * Reported monthly on IT Service Delivery to senior stakeholders * Process owner for the transition of support services from project and development teams to business as usual/acceptance into service * Quarterly IT service meetings with third party vendors * Managed all major incidents and escalations * Mentored staff and improved morale in multiple locations * Implemented new processes using ITIL best practice