John Eatough

Experience

• 

  Microlise

  Sept 2005 - now

  • Managing Service Desk Problems from inception to resolution: agreeing priorities with internal stakeholders at daily BAU meetings; improving quality of information; liaising with developers to facilitate investigation; scheduling and applying changes using change management processes; updating the customer throughout.• 3rd-line product and technical assistance for Service Desk Tier 2 Technical Analysts: SQL querying and analysis; server and application support; creating and updating Knowledge Base documentation; investigating customer-escalated priority Incidents to meet SLAs; customer site visits / service reviews.• In-depth MS-SQL/Excel data analysis: identifying trends and root cause of Incidents/Problems.• Creating regular and ad-hoc Management Information and KPI reporting for Management/Senior Management and operational use.• Operational performance monitoring and alert investigation. Product owner of internal monitoring tools: identifying improvements and bugs, raising change requests, testing.• Proactive investigation of SQL performance issues: identifying cause, applying indexes and/or proposing SQL stored proc/view/trigger/function improvements.• Organising and attending cross-departmental meetings with internal stakeholders at all levels, for central customer issues review, ICT/database management review, major incident investigations.• Team Lead responsibilities: mentoring, training, managing and monitoring workload, delegation, guidance. Show less

  • Problem Management Technical Team Leader

    May 2014 - now

  • Service Desk Technical Lead (incl. DBA secondment)

    Jul 2012 - May 2014

  • Service Desk Technical Analyst

    Sept 2005 - Jul 2012