Adam Gaudry

Experience

• 

  The Telegraph

  Apr 2012 - now

  I am a senior member of the Service Delivery Management team at the Telegraph, focused on incident management, problem management and change management. This includes managing service interruptions, incident escalations and related communications, as well as managing problems and known errors. I also run daily CABs, review changes post-implementation and provide assistance for change-related enquiries.My other key duties on the team are to include: - Managing, supporting and updating the knowledge base. - Assisting with transitions.- Help to support and implement service improvement plans.- Managing and implementing projects that improve the delivery of IT's service objectives. My current role requires a detailed knowledge of the following systems:- JIRA (I have created webhooks to integrate JIRA with our other software systems)- Confluence (This knowledge includes using HTML embeds and other widgets to improve the presentation and efficiency of pages)- xMatters (I have coded webhooks that help to integrate xMatters with our toolset, and have project managed a datasync implementation) - G Suite (I am a Google advocate and have written documentation on basic and advanced functions for different programs within the suite) - Slack (I have integrated webhooks and apps to help improve our operational efficiency and collaboration)In addition, I support the Telegraph Engineering blog in Medium, by reviewing and copy-editing submissions. Show less I am a member of the Service Delivery Management team at the Telegraph, who is currently focused on incident management, problem management and change management. This includes managing service interruptions, incident escalations and related communications, as well as managing problems and known errors. I also run daily CABs, review changes post-implementation and provide assistance for change-related enquiries.My other key duties on the team are to include: - Managing, supporting and updating the knowledge base. - Assisting with transitions.- Help to support and implement service improvement plans.- Managing and implementing projects that improve the delivery of IT's service objectives. My current role requires a detailed knowledge of the following systems:- JIRA (I have created webhooks to integrate JIRA with our other software systems)- Confluence (This knowledge includes using HTML embeds and other widgets to improve the presentation and efficiency of pages)- xMatters (I have coded webhooks that help to integrate xMatters with our toolset, and have project managed a datasync implementation) - G Suite (I am a Google advocate and have written documentation on basic and advanced functions for different programs within the suite) - Slack (I have integrated webhooks and apps to help improve our operational efficiency and collaboration)In addition, I support the Telegraph Engineering blog in Medium, by reviewing and copy-editing submissions. Show less I am a junior member of the Service Delivery Management team at the Telegraph, who is currently focused on the areas of incident and problem management. This includes managing service interruptions, incident escalations and related communications, as well as managing problems and known errors.My other key duties on the team are to include: - Managing, supporting and updating the knowledge base. - Helping to manage requests for change.- Help to support and implement service improvement plans. Show less As part of a team of service desk analysts, we support the production of Telegraph Media Group’s print, digital and online products. We ensure that the business's IT requirements are met and supported by reacting to incidents and requests, while also proactively identifying trends in issues to optimise our customers' experiences.Our duties include:- Being the central point of contact for all technology incidents and service requests, which can be raised via email, phone or in person.- Providing first and second-line support across Citrix (operating via iGel thin clients), desktop PCs, Macs and some mobile devices. Issues that we resolve and carry out include account creation and management, shared drive and printer mapping, software installation, troubleshooting for Citrix and OS problems and resolving browser issues.- Regularly creating and updating articles and posts in our knowledge base.- Acting as shift leader in a team of eight service desk agents to co-ordinate our work and maintain the best possible experience for customers while improving efficiency- Liaising with Incident Managers in response to high-priority issues, to ensure that communications are delivered to customers effectively and quickly and the most salient information is captured.Software/platforms that we use include: Atlassian applications (chiefly Jira Service Desk and Confluence), Active Directory, Google domain management console, SCCM (the SCCM viewer) and XenApp.Software/platforms that we support include: Citrix, Windows, Mac OS, Google Apps, Adobe Suite (Creative Cloud and older), Microsoft Office, DTI, AEM and Escenic. Show less I worked in a team of production journalists for The Daily Telegraph and The Sunday Telegraph. On most days I led production on the business desk, and occasionally for the foreign and home news desks. I was also asked to carry out a special three-month assignment to build on the quality of the website.My duties included:- Heading the daily and Sunday production team for the business section of the paper. This meant I was responsible for the overall production of the businesses pages and had to liaise closely with the design and photographic departments to ensure that the final result met our high standards and on deadline.- Copy-editing and headlining articles ready for print.- Stepping up as chief sub-editor on the home news and foreign desks when required and producing the European and Scottish editions of the daily paper.- Uploading content to the website and sub-editing the iPad edition of the paper.- Leading the late sub-editing team and carrying out any changes to the second and third editions of the paper. Show less

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