Kevin Mitchell

Experience

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  UK Department for Work & Pensions

  Oct 1998 - Jan 2017

  I.T. Service Manager

  Covering Scotland, I lead a team of 22 staff providing First Line I.T. support including deskside support for I.T. andTelephony Systems. I currently support Microsoft Windows 7 & 10, Microsoft Office & Legacy platforms delivered via Citrix Receiver suite, HP hardware, Xerox printers and Cisco Switches. I am experienced in supporting most Mobile devicesand have a Good working knowledge of Wifi principles, Apple and Android IOS, Nortel and Cisco telephony devices.I deal first hand with any, Application, networking, switching and routing issues reported via Telephone, Live Chat or Web based application ensuring that any unresolved issues areprogressed to 2nd or 3rd line support as appropriate.I communicate effectively with all stakeholders ensuring any issues are resolved within defined service level agreements and ensure that I lead projects with a “hands on” approach to help maintain my personal skill levels as well as cultivating a strong team ethic. I am always available as a point of reference for the team and I quickly address any issues I am presented with. I ensure any issues are escalated to the appropriate level and monitor progress to ensure SLAs are met.I visit sites on an ongoing basis to meet with Local Management and ensure issues are highlighted and addressed.I hold monthly team meetings to promote any changes in product or procedure knowledge as well as encourage team discussion on issues with a view to developing team spirit and strong communication links between members. I review team performance by analysing job clearance rates against current service level agreements. I proactively manage all I.T. projects and initiatives within my area and act as interface between customer and supplier to ensure all issues are dealt with effectively and efficiently. My most recent task was overseeing the installation of Wireless Access Devices in every Jobcentre in Scotland. A project that was delivered on schedule and within budget. Show less

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  Vodafone Business

  Jan 2017 - now

  Client Operations Specialist

  I deliver a first class, pre-emptive service for the dedicated customer. My role builds a strong relationship with the customer (all levels) and the Customer Service operational teams. I work within an ITIL framework to identify and implement remedial activities impacting customer service and drive service improvements. Working collaboratively with the Service Management team to assist with the management of the customer’s service level expectations in line with Operational and Contract requirements to deliver a consistent performance reflective of the products and services supplied. Success measures include Restored in SLA performance, Availability, Business process changes, Major Incident volumes and staged Metrics. I am key point of contact for all operational activity into the Customer Service organisation including all ITIL aligned functions. I also facilitate and manage into BAU process the effective engagement for the customer with Vodafone Sales, Delivery and Billing teams. I ensure that customer’s end to end operational processes operate efficiently and in line with the Vodafone ways of working by using known service improvement frameworks such as ITIL, Six Sigma, Agile, etc to deliver a high stream of consistent service improvement activity across converged services.Incident Management - I complement the BAU processes by acting as a Customer subject matter expert to aid problem solving and overcome prolonged customer events.Customer relationship - Build Strategic relationships internally and externally to Gain customer trust in all aspects of all operational support . Problem Management - Working closely with Problem Manager, I identify proactive problems through incident management engagement. Major incident - Act as the ‘Face of Vodafone’ during events that impact my client with the aim of facilitating discussions between internal parties and the customer contact point, through to resolution. Show less