Logan Walker

Experience

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  CPA Global

  May 2010 - May 2010

  Trainee Computer Operator [Work Experience]

  I performed the following duties whilst on the three week work experience: - Help desk support - Distributing IT reports.- Sorting & stacking IT hardware.- Basic computer operations.- Upgrading PCs from Windows Vista to Windows 7.I also used the support ticket software to fulfil support requests and resolved service desk tickets from business users in the EMEA region that CPA global operate in.

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  365Tickets Ltd

  Mar 2012 - Mar 2012

  Data Entry [Work Experience]

  Whilst I was here I entered data from their old website onto a brand new website they were developing. This required that any and all data was accurate and data from other data inputters was correct as well. Any inaccurate data was swiftly changed before the site went live.

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  Infrasoft Technologies

  Aug 2014 - Nov 2014

  Trainee Service Desk Analyst

  Whilst at Infrasoft Technologies I was a Trainee Service Desk Analyst, I worked in a team to support companies through a Managed Service Desk.During this time I ensured that all policies, procedures and IT Governance were followed when completing any tasks that came through the call management system. This included account creations, account customisations, account deletions and other requests. Whilst working at Infrasoft tech I was on contract to Ogier/Elian Fiduciary Services on a three month assignment, whilst at Elian I was on the service desk and provide support to the combined Elian & Ogier staff in all of the 11 jurisdictions where we operated. Towards the end of the contract I was offered a permanent position at Elian Fiduciary Services as a Service Desk Support Analyst. Show less

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  Intertrust Group

  Dec 2014 - Sept 2017

  Service Desk Support Analyst

  Following on from the announcement that Intertrust Group purchased the Elian Group in June 2016, I continued to provide support to all of the offices and jurisdiction that the Elian Group operated in, whilst traveling to our different office such as Dublin, London & Guernsey to support our IT colleagues and whilst learning their systems and trying to cross-share knowledge.- Providing 1st line into 2nd line support to over 500+ staff in over 11 jurisdiction and working closely with our 3rd line teams and support companies. - Supporting business acquisitions from and IT point of view to do with desk setups, network patching and testing over weekends and continued support on their systems whilst transition onto a single system is completed. - Performing general first line tasks such as account setup, management, deletion and other tasks. - Assisting with updating our knowledge management system, procedural updates and following standardized IT governance. - Traveling to different offices such as Guernsey and Cayman and performing my normal role and assisting in office moves, technical support and other requests from members in the team back in Jersey. - Providing reports from our system via SQL and using Excel to manipulate date for business users to view. Show less

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  AXA UK

  Sept 2017 - Jun 2024

  • Overall responsibility for the service that our third parties provide in relation to our 24/7/365 Service Desk, Service Request Function and our Infrastructure & Application Command Center Monitoring teams, that support over 9,000 internal users. Ensuring that the teams achieve and maintain a high level of performance and service, ensuring that SLAs, CPI & KPI are met.• Acting as a point of escalation for the Service Desk & Service Request functions across the UK, to help ensure that escalated incidents are resolved in a timely manner using a robust approach to escalation management ensuring that relevant stakeholders are kept informed in regular intervals.• Working closely with our 3rd party suppliers and service partners to ensure that we maintain high levels of service & working with other IT Managers across the group to develop policies and procedures for key day to day activities.• Stakeholder management on projects that improve our ability to proactive monitor our IT Infrastructure and application availability by aligning multiple monitoring platforms into a single ITOM service. Show less I collaborated closely with AXA Business users and AXA IT Services teams, establishing key contacts at all management levels to manage customer expectations and deliver high customer satisfaction.Roles and responsibilities:- Assisted in handling escalated issues impacting business operations.- Worked within a multi-supplier environment and cross-functional support teams to maintain consistent communication into the business.- Supported Risk & Governance teams by aiding in internal and external regulatory audits, ensuring 'least access' model controls.- Conducted regular governance forums with business units to share IT News and gather feedback.- Assisted ServiceNow Catalog developers by reviewing new catalog requirements and conducting testing.- Supported internal project teams, especially during the on-boarding of strategic IT partner Cognizant.- Supported the Service Introduction process for new applications and changes.- Actively participated in the CAB Community to coordinate planned outages and minimize business impact.- Assisted the Major Incident Management Team during high-priority incidents, collaborating with Problem Management for root cause analysis and action prioritization. Show less At Health-on-Line (apart of AXA Health/AXA UK) I have been supporting a wide variety of in-house system built applications. With my main focus on supporting the main applications used by the sales departments in Health-on-Line and our services that our 3rd parties use. I manage any support tickets via ServiceNow and raise any relevent bugs or changes into a cloud-hosted VSTS solution. I've gained knowledge and experience around our build manager, TeamCity and become one of the point-people within our department for any changes or questions with our automated deployment and release management tool, Octopus Deploy. I've also assisted, fixed and managed, high priorty and major incidents, including co-ordinating with relavent teams to ensure a timely resolution and assisted with the RCA process to ensure that steps and process's can be put in place to stop any future incidents.I'm currently taking a look into Service Improvement and how we can reduce tickets and improve services to our customers. Show less

  • IT Service Operations Manager

    Aug 2023 - Jun 2024

  • IT Service Relationship Manager

    Jan 2020 - Aug 2023

  • Application Support Engineer

    Sept 2017 - Jan 2020