Dan Taylor

Experience

• 

  Fujitsu

  Jul 2008 - Oct 2014

  Duties included the end-to-end management and coordination of priority 1 and priority 2 major incidents affecting large portions of the 200,000+ user base. I ensured each incident was accessed appropriately, all work carried out by technical teams was documented and the customer base, senior management and other stakeholders were kept informed of any progress or actions required.

  • Major Incident Manager

    Aug 2012 - Oct 2014

  • Product Support Engineer

    Aug 2010 - Aug 2012

  • Service Desk Agent

    Jul 2008 - Aug 2010
• 

  Fraedom

  Oct 2014 - Mar 2017

  Duties included the management of 8 analysts on the UK Customer Support Team. I ensured the team resolved incidents within SLA, whilst maintaining the expected high-quality standard. Regular coaching sessions were carried out with each member of the team to drive improvement in their performance and maintain their engagement.Key achievements• Rebalanced work streams to improve efficiency and productivity• Improved and presented SLA and KPI reporting to senior management to ensure it was clear to the business that targets were being achieved on an ongoing basis• Developed and implemented new processes to improve customer experience• Post an acquisition oversaw the merger of two support teams to ensure economies of scale achieved, productivity/quality increased and unit costs reduced Show less Duties included the end-to-end management of 2nd/3rd level technical Incidents raised regarding the Fraedom Expense and Travel SaaS platform. Based on the customers initial description of their issue, I impact accessed the severity, sent out the relevant user communications and carried out initial investigations. Where I was unable to fix the issue myself, I escalated the incident to the relevant technical team for further investigation. I would then continue to monitor the progress of the incidents and kept the customer informed with the latest information/updated/actions. Show less

  • UK Operations Team Lead

    Jun 2016 - Mar 2017

  • Senior Support Analyst

    Mar 2016 - Jun 2016

  • Customer Support Analyst

    Oct 2014 - Mar 2016
• 

  VIRTUS Data Centres

  Mar 2017 - now

  Duties include the day-to-day management of the Central Monitoring Team and it’s 7 team members across multiple sites. My daily activities include:• Team management, coaching and motivation• Ensuring the team react to alarms and events within SLAs• Reporting of team performance and activities• Implementation and roll out of central monitoring to new sites• Implementation and improvement of team and business wide processes related to monitoring• Identifying and executing areas of improvement to monitoring systems• Ensuring consistency of alarms and monitoring across all sites• Implementation and management of ServiceNow (IT service management tool)Key achievements• Recruited and trained a brand-new team of analysts from the ground up• Created KPI reports to measure team performance which are used by the senior management team to present to the Board• Implemented and reviewed effective processes inline with client contracts• Rolled out central monitoring across the business previously monitored at a local level• Taken ownership of the business building management systems (BMS), power management systems (PMS) and escalation tools • Continued to be involved with improvements made to the IT service management tool ServiceNow Show less Duties included the day-to-day management of the Service Management Centre and its 11 team members across multiple sites. My daily activities included:• Team leadership, coaching and motivation• Ensuring the team achieve tight SLAs and KPIs• Reporting of team performance metrics• 24/7 support to the team members on shift• Customer relationship management• Incident management• Quality control• Face to face customer meetings• Presentations to senior management and colleagues• Management of the IT service management tool ServiceNow• Customer reportingKey achievements• Recruited and trained a brand-new team of analysts from the ground up• Defined and rolled out all Service Desk processes• Planned, implemented and trained the rest of the business on the IT service management tool ServiceNow (now a fundamental tool used throughout the business all day every day)• Took ownership of and built relationships with 2 of the largest key accounts, becoming their first point of contact• Introduced and matured the incident and major incident management processes• Chaired and took ownership of the Change Advisory Board Committee• Implemented and trained the business on the incident escalation software used by the business (xMatters)• Created various templates which are still used today for important customer communications and alerts • Created and improved key KPI/SLA reports used by the senior management team to present stats to the Board Show less

  • Monitoring Manager

    Feb 2022 - now

  • Service Desk Supervisor

    Mar 2017 - Feb 2022