Experience

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  Tnt

  Jan 2001 - Jun 2015

  Managing a team of nine 3rd level Desktop Support Engineer and 5 Voice and Telecommunication analysts, we were responsible for the provisioning and support of Laptops, Desktops, Mobile Phones and desk phones within central IT for TNT and also within the UK depots.Manage a team of 14 engineers (2 remote) to support 800 desktops for Central TNT IT staff.Responsible for one to one’s and annual appraisal setting.Managing the relationships with our 3rd party suppliers, being involved with Service Reviews and point of contact for TNT services.Ensure that all Incidents, Problem, Changes and Requests are managed effectively and to SLA acting as an escalation point (queue management via the Service Now tool).Ensuring Service Quality and Standards were met or exceeded, monthly reporting, managing SIP’s and KPI’s for the team.Managing and ordering of hardware, to ensure smooth provisioning for all new starters (Via SAP).Point of contact for escalationMobile device support (IBM Traveler service)1000’s of mobile phone connections via Vodaphone100’s of desk phones, line moves, new number requests via BT Show less The Infrastructure and Application Run Services Department is responsible for providing Level 3 Support for all hardware platforms and operating systems in order to provide a stable platform from which business supporting applications can be delivered, In this role I was responsible for providing co-ordination into the adoption of services into the Run function at TNT, facilitating the support, maintenance and service improvement activity.To manage small projects into the TNT (3rd line Service Support) Run teams and act as a support for the project teams.Coordinate the transition of services from Build teams into 3rd Line Service Support and ensure they are ‘service ready.’ Manage the interface into the Service Support teams.Assisted in any Run activity escalations between Problem, Change and Incident Managers, acting as a focal point for major incidents, particularly those running across multiple technology towers.Focus on the ‘service culture’ within the Run organisation.Facilitate a training academy between 1st, 2nd and 3rd line support teams.Make Service Improvement recommendations.SLA reporting and management Show less

  • Client Device Services Team Manager (Seconded)

    Apr 2014 - Jun 2015

  • Infrastructure & Application Run Co-Ordinator

    Apr 2013 - Apr 2014

  • Network Security Engineer

    Apr 2004 - Apr 2013

  • Service Desk Analyst

    Jan 2001 - Apr 2004
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  Aldi uk

  Aug 2015 - Sept 2016

  Systems & application support (business analyst)

  My role with Aldi was to provide comprehensive and professional support to the Corporate Buying Department through managing the buying systems and team processes.Define new and manage existing support processes within the Buying Teams for our key applications.Develop and maintain training documentation and manuals for all applications used within the Corporate Buying Department.Maintain the IT hardware and software requirements and releases for the Corporate Buying Department, including development, testing, fixes and improvements.Testing of new and updated applications.Deliver all projects within the area of responsibility as requested Show less

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  Jaguar land rover

  Sept 2016 - Sept 2018

  Project & portfolio delivery (contract)

  Service TransitionMy role within JLR was to provide support to our Project Delivery Team and Project Managers. My main responsibilities were to:Support the Programme Delivery Manager in the delivery of a key £30 million programme into JLR. Managing the Operational Acceptance process from our project team into BAU/Service Delivery.Statistical reporting of portfolio RAG status and appropriate remedial actions.Accountability for central purchasing and finance management across the Powertrain IT Portfolio.Responsibility for invoice payments, goods receipt acceptance, and associated cash flow forecasting for Manufacturing Finance.Acting as the conduit for manufacturing change requests from the requestors through the change process and to the project teams. Show less

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  Thames water

  Oct 2018 - Sept 2019

  Project support officer (contract)

  Supporting senior project managers and work stream tower leads in the Thames Water IT Transformation Program.

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  Dhl

  Sept 2019 - Mar 2020

  Project specialist (contract)
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  Walgreens boots alliance

  Mar 2020 - Nov 2022

  Project delivery manager
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  Direct line group

  Nov 2022 - now

  Project manager