James Brackley

Experience

• 

  Standard Life

  Feb 2001 - Jul 2005

  Consultant Support

  At Standard Life, I supported 3 high net worth consultants who dealt with the majority of the top 20 IFA's in our branch's region. I supported the sales consultants on client visits and helped trained IFA's & their admin support on our companies external portals.I was also the office contact for all my group of IFA's and helped them chase up work, send out literature and obtain answers to different financial situations whenever the consultant wasn't available.

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  Layton Blackham

  Apr 2006 - Nov 2011

  After only a year as a Primary Support Technician, I was promoted to Secondary Support Technician at Layton Blackham (who in 2009 merged to become Bluefin). In this role I helped manage the server farm in our Chelmsford data office. I conducted backups using Symantec Bakup Exec, Suresync and Livestate software as well as using all manor of tape drives from older DLT1V drives to newer LTO5 drives. I also built a number of data and terminal servers and was responsible for the upkeep and running of all servers in the group.I was the companies main Blackberry contact and dealt with all problems and new setups for the groups Blackberry devices. I was mainly involved in rolling over the companies old Blackberry contract to a new single contract and was part of the team that build the new Blackberry Enterprise Server. I also upgraded our BES server on a number of times.Software experience I gained in this role included, Windows server 2008, BES server 5.0 and Windows 7 (32 & 64 bit versions). Show less

  • Secondary Support Technician

    Apr 2007 - Nov 2011

  • Primary Support Technician

    Apr 2006 - Apr 2007
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  Bluefin Insurance Services Ltd

  Dec 2011 - Jul 2013

  Service Desk Supervisor

  As a service desk supervisor at Bluefin, my role is to run a small but dynamic service desk team to cover over 1400 users spread across the UK.Every day varies to what my job can involve ranging from preparing MI stats for exec level or conducting urgent PC & laptop rebuilds for staff.My main duties include the following:• Conducting trend analysis reports to escalate to the appropriate team where a trend or problem is spotted• Making sure the service desk runs to an ITIL Service Operation format to ensure smooth handling of incidents and uniform processes are followed by all.• Allocate incidents to the correct It team after identifying the priority and urgency of each incident.• The main incident owner & contact for most major incidents across the company.• Maintaining stringent measures to make sure SLA's & OLA's are met.• Working with External Companies to maintain working business relationships and ensure agreed SLA's are adhered too.• Conducting 1-2-1 and appraisals with staff as well as ensuring cover is maintained at all times during holidays/sickness or the general working day.• Taking ownership of any complaints that may arise to try and reach a swift conclusion. Show less

• 

  Punter Southall

  Jul 2013 - Sept 2014

  IT Support Team Leader

  At PSG, I was responsible for running a team of 8 Technical Analysts (5 local and 3 remote) across a multi-national financial company that consists of around 900 users.I worked with all different parts of IT to ensure processes are followed and all Incidents are dealt with in a timely and thorough manner, so not to breach their agreed SLA's.I conducted regular trend analysis and presented them on a Service Improvement panel to stop re-occurring issues. As well as this, I was involved and helped run a number of IT projects including major office moves and new software roll-outs.Part of the Major Incident team and involved in comms to relevant stakeholders across the group. Show less

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  British American Tobacco

  Oct 2014 - Dec 2015

  Senior Service Manager (Contract)

  Currently contracting at BAT through Computer CentreHere at BAT I have the opportunity to progress my Service Management skills by conducting various different elements on a day by day basis including:Identify opportunities for Service Improvement activities; management of or input to on-going Service Improvement Plans. Part of this was to conduct in depth Trend Analysis to identify and land more First Time Fix (FTF) opportunities and managing them from preparing a Knowledge Article, conducting UAT and checking progress after they go live. I provide consumer education to ensure adherence with IT policies and processes. Managing to resolution issues raised by consumers’ to their satisfactory conclusion.Act as an Ambassador for the BAT IT solution and provide general guidance for business projects with IT operational elements.Take part in regular CAB meetigs to act as a voice for business users on the board and feedback all relevant information to the appropriate stakeholders. Show less

• 

  Linklaters

  Jan 2016 - Sept 2018

  IT Support Team Leader

  • Manage a high-volume handling and reputable Service Desk offering a white glove and follow the sun service. With 33 direct multi-national reports and 6000 users across the globe.• Successfully created a new team of 9 staff in our Warsaw office. I drew up a business case, forecast costs, conducted interviews, mapped on boarding & training plans and finally oversaw the team joining the Firm.• Following feedback and service Reviews with Stakeholders, I introduced a new service for customers by designing, testing and deploying a chat tool as an alternative route to service to reduce telephone wait times.• Part of a project board where we tendered, built, tested and deployed Servicenow as a full enterprise service management tool to over 6000 users. We successfully deployed the product within 16 weeks from start to finish.• Initiating regular reviews with my team to engage, coach and encourage them to work on areas that will benefit the Firm and their personal development, as well ensuring IT Governance was followed.• Managed the relationship with a number of our suppliers to ensure our requirements were met, processes were followed and targets/SLAs were adhered too.• Improved our Service Transition by designing a new approval checklist process between Service Owners, Transition manager and IT Service Desk teams. This included training material, knowledge base articles, documenting known problems and escalation paths for incidents.• Part of a highly agile and successful deployment & support project team, where we migrated 6000 users from a thin client Citrix environment to a fat client setup, with a more mobile solution.• Major Incident Manager for global outages. Would handle comms, escalations and run crisis calls until resolved. Show less

• 

  Randall & Quilter Investment Holdings Ltd.

  Dec 2018 - May 2019

  Global IT Service Desk Manager
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  Munich Re (Group)

  Jun 2019 - Jul 2022

  EMEA IT Delivery Manager
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  Munich Re America

  Jul 2022 - now

  US IT Delivery Manager