Peter Fry

Experience

• 

  Shell

  Jun 1989 - Jun 2008

  Migration to MS Vista & Office 2007 – As part of this major global migration of 150,000 PC’s to MS Vista and Office 2007 worked on a sub-project to ensure all non-central support teams and 3rd Party Suppliers were able to continue to provide their support and services to Shell end users as they migrated. This activity was completed on time and required frequent travel to Malaysia to work with the larger project team in workshops to ensure that work was synchronised to the wider migration project. Show less - Responsible for a team of 20 Service Desk Analysts that formed part of the European English Language Service Desk that served a diverse customer base Across Europe, Middle East, Africa as well as out of hours calls from America and Asia-Pacific regions. - Developed and implemented change initiatives to ensure optimal staffing levels across the day improving call pick up times and improved SLA's helping reduce deficits from other locations.- Collaborated in development and implementation of global coaching process for analysts to help improve ticket quality and the way they work enabling team SLA’s to be consistently surpassed thus contributing positivity to regional and global SLA's.- Developed, implemented and coached a team of Technical Consultants who provided technical help to other Service Desk members resulting in analyst receiving individual help and training and thus improving their fix rates and call times. Common incidents were documented fully and communicated and Problems monitored closely, again helping increase fix rates and reduce call times Show less - Day-to-day management of a team of 40 Desktop Support Engineers providing support primarily across Europe, Middle East and Africa as well as out of hours calls from America and Asia-Pacific regions. - Created, implemented and ensured adoption of global processes and tools to ensure consistent support from each of the 3 global support centres leading to standard working practices and reduced fix times for end users.- Evolved weekly focus groups to work outstanding Problems with 3rd Line support teams leading to better problem analysis and solutions being efficiently shared with 2nd and 1st Line support.- Developed and implemented initiatives to improve incident ticket handling which led to a reduction of open tickets by 30% and enabled several SLA's to be exceeded for the first time in several months. Show less - Helped develop new 1st and 2nd Line support teams during migration to new global desktop standard providing initial tools, knowledgebase and training curriculum to enable analysts to be correctly trained and be able to support the new XP environment straight away.- Recruited, trained and coached specialist 2nd Line team to support end-users connecting from outside of the office. This led to increased support availability and skills as well as increased customer satisfaction as their perception of the service was turned around.- Initiated the creation and provision of training to the EU Service Desk Remote Access Technology providing all analysts with a base set of skills which increased 1st level fixes and reduced call times. Show less

  • Project Manager

    Jun 2007 - Jun 2008

  • IT Service Desk Team Leader

    May 2005 - May 2007

  • SME for 2nd Line Desktop Support Service Transition

    Nov 2004 - Apr 2005

  • Deputy Team Leader for 2nd Line Support

    Jan 2003 - Nov 2004

  • Technical Lead Analyst (Remote Access)

    Dec 2000 - Dec 2002

  • Remote Desktop Service Delivery Engineer

    May 1999 - Dec 2000

  • Desktop Support Engineer

    Jan 1998 - Apr 1999

  • Computer Support Analyst

    Aug 1992 - Dec 1997

  • Database Programmer

    Jun 1989 - Jul 1992
• 

  Hewlett-Packard

  Jul 2008 - Mar 2014

  Project / Programme Manager

  Service Improvement Programme for On Site Services – This Programme was to deliver consistent Services and Work Instructions across all 900 Shell locations serviced by HP On Site Services. It was a multi year global project that finished on time and within budget and provide a base set of services and documentation that ensures that both the customer and delivering organisations know what is expected.• Project Manager initially for Africa and later Asia Pacific due to on-going issues in that region.• Developed PC Loaner Service through to pilot. • Ensure reporting to Programme Manager and PMO. • Manage local Shell stakeholders. Stock Management – Scope was to deliver Stock Management Service improvements, PC Loaner Service and Walk-In Service globally for Shell, leading to reduced costs by ensuring PC’s were always in stock, no excess stock was held, reduced invoicing due to more bulk orders along with a global consistent process that regained trust with client management.- Developed and led a global team to implement improved Stock Management Processes and Tool, PC Loaner Service and Walk-In Centres to 900 Shell locations serviced by HP On Site Services.- Managed the Programme, reporting and relationships with multiple stakeholders.Temporary Replacement Units - Develop and piloted improvement to the global break / fix service for the Shell account by ensuring a loan PC is available to users whose PC cannot be fixed within SLA.- Created replacement process, deployment guides and schedule for global delivery. - Manage the Project, reporting and managing the relationships with the client and multiple 3rd party stakeholders.Operational Failover Reconfiguration – Lead project manager for this multi vendor project whose aim was to reconfigure existing IT Infrastructure located in a newly vacated office in Kazakhstan to provide operational failover / disaster recovery service for a new sites servers and infrastructure. Show less

• 

  CoSocius Limited

  Nov 2014 - Aug 2015

  Project Managing the on-boarding of new customer including hybrid O365 infrastructure, support, desktops and telephony. Responsible for governing a number of concurrent small to medium infrastructure, desktop and application ICT Projects within an ITIL, PRINCE 2, ISO9001 environment for 2 large local authorities.

  • Senior Project Manager

    Feb 2015 - Aug 2015

  • Project Manager

    Nov 2014 - Feb 2015
• 

  Hewlett Packard Enterprise

  Feb 2016 - Oct 2016

  Project / Programme Manager

  Project / Programme Manager on Seadrill account. Programme responsible for migrating application and database servers from Windows 2003 to Windows 2008, decommissioning of obsolete domains, implementation of new network services, moving to centralised Virtual servers. Applications include IFS, eDocs, BizTalk and Oracle. This is a global project including 30 offshore oil rigs. Project teams a spread across Europe and India.

• 

  Mid Cheshire Hospitals NHS Foundation Trust

  Oct 2017 - Jun 2018

  IT Service Desk Manager

  Responsible for providing a 24x7 ICT Service Desk for the Trust, providing management and leadership to the ICT Service Desk Team and to ensure that a high quality first and second level technical service desk function is provided to all Trust staff.

• 

  Capita Customer Management

  Oct 2018 - Apr 2019

  Project Manager

  As part of the 02 Partnership responsible for implementing wide range of projects for tariff changes, system upgrades, software changes and OFCOM regulations in a call centre environment.

• 

  The Parts Alliance

  Jun 2019 - Mar 2021

  Assistant Project Manager

  Developed Project Management processes, procedures including project request forms for how the wider business requests project support from IT. Created and delivered a Project Management workshop to senior management to help wider business understand why project management processes and request procedure were being introduced by IT. Provided project support for several business projects. Migrated remaining parts of the business to main Autopart IT system during pandemic.

• 

  Johnnie Johnson Housing

  Jun 2021 - now

  Implementing programme of works upgrading existing analogue Warden Call Systems to modern, digital systems using Appello, Chiptech and Alertacall systems as appropriate, ahead of the digital cutover. Training of colleagues and customers, creating programme of works with suppliers. Creation of communication plans for colleagues and customers. Adapting quickly to changes in priority due to existing system failures. Engaging with residents, many elderly, to ensure systsems meet their needs and they are happy with implemented systems. Show less

  • Transformation Project Manager

    Feb 2023 - now

  • IT Project Manager

    Jun 2021 - Jan 2023