Pro-active, reliable technical developer/analyst with over twenty years’ experience in 1st, 2nd & 3rd line technical support, system administration, service desk & service delivery; with an innate ability to problem-solve, and a keen eye for detail when documenting system processes.

I pride myself on giving 100% commitment to any given project and enjoy developing IT solutions that make business work faster, smarter & more efficient.

In 2019 I relocated, along with my family, from the UK to Carlsbad in the US, to manage the Thermo Fisher Global IT Service Desk, IT2Go and Employee Excellence team.

Personal Skills:

• Able to handle competing priorities
• Work well under pressure
• Punctual with excellent timekeeping and attendance record
• Good eye for detail
• Aim to be an exemplary role model to others
• Strong planning & organizational skills
• Experience of global & cross-organizational environment
• Problem management & solving skills
• Quick and efficient and able to work to deadlines
• First aid trained
• GMP trained

Technical Summary:

Employment:

Thermo Fisher Scientific – Senior Manager Global IT Service Desk & IT2Go Process Lead

September 2018 – Present

Thermo Fisher Scientific is the world leader in serving science, with revenues of more than $40 billion and approximately 90,000 employees, across 650+ sites globally.

Service Desk Responsibilities:

Following Thermo Fisher’s acquisition of Patheon Pharmaceuticals, I took over the role of Senior Manager, Global IT Service Desk & IT2Go.

• Responsible for the effective operation of Global IT Service Desk based in Panama, Bangalore, Bucharest, Casablanca & Dalian.
• Successfully achieving the defined service levels and client (end-user) satisfaction.
• Responsible for ensuring Service Desk adheres to all Global Thermo Fisher IT approved processes and procedures, per the ITIL model.
• Organise & chair weekly Service Desk & Site Support sync up meeting to discuss support issues and ticket routing between our 2 largest support groups.
• Work with divisional application owners to design & implement a support model for their applications
• Work with the CMDB team to identify missing configuration items, and get them set up in ServiceNow
• Support Business Relationship Managers to ensure Service Desk delivery to clients meet the established Service Level Agreements (SLAs).
• Utilising Service Desk analytics proactively identifies opportunities for improvement in service delivery and assists in implementing solutions.
• Establishes and enforces global standards to ensure consistent technology delivery and end-user experiences.
• Establishes effective communications with North American & European Service Delivery Managers and provides weekly & monthly reports.
• Look for opportunities to improve the service, by running left-shift initiatives, and running continuous improvement programs.
• Responsible for reviewing weekly/monthly SLA performance metrics and providing feedback to IT Tower Director on areas of opportunities and growth.
• Responsible for reviewing call patterns and working jointly with the outsourced partner on identifying problem trends requiring proactive solutions (i.e., user training, change of configurations, etc).
• In-depth working knowledge of ServiceNow ITSM platform

Employee Excellence

• Manage and drive operations of the Employee Excellence team
• Be a champion for the promotion of an exceptional employee experience
• Identify unsupported applications and track down the application owners to try to design & implement a support model.
• Help define & effectively monitor our key metrics and KPIs to identify opportunities for improvement
• Support the co-ordination of global projects
• Monitor and improve IT heat maps and site & employee personas
• Communicating and championing change and the change control process across the region
• Develop and promote a culture of continuous process improvement using the PPI framework
• Ambassador of culture change and all behaviours imperative to improved employee experience
• Partner with internal business teams to identify opportunities for improvement of IT processes

IT2Go

IT2Go is a site based local walk-up help desk, that bridges the gap between Service Desk, and site support

• Responsible for IT2Go rollout across North America, Europe & Asia Pacific
• Define IT2Go global standards
• Responsible for ensuring IT2Go offers the best service possible to all our end users
• Look for opportunities to improve the service, including new initiatives, new technology (self-service vending machines) and end-user training opportunities.

Patheon Pharmaceuticals Ltd – Senior Manager Global IT Service Desk/Service Transition Manager/ITIL Process Lead

December 2014 – September 2018

Patheon is a leading global provider of contract dosage form development and manufacturing services to the pharmaceutical and biotechnology industries.

Service Desk Responsibilities:

• Responsible for the effective operation of Global IT Service Desk based in Manila & Budapest
  Successfully achieving the defined service levels and client (end-user) satisfaction.
  Responsible for ensuring Service Desk adheres to all Global Patheon IT approved processes and procedures, per the Patheon ITIL model.
• Support Service Delivery Managers to ensure Service Desk delivery to Patheon clients meet the established Service Level Agreements (SLAs).
• Utilising Service Desk analytics & proactively identifying opportunities for improvement in service delivery and assist in implementing solutions.
• Establishes and enforces global standards to ensure consistent technology delivery and end-user experiences.
  Establishes effective communications with North American & European Service Delivery Managers and provide weekly & monthly reports.
  Look for opportunities to improve the service, by running left-shift initiatives, and running continuous improvement program.
• Responsible for reviewing weekly/monthly SLA performance metrics and providing feedback to IT Tower Director on areas of opportunities and growth.
• Responsible for reviewing call patterns and working jointly with the outsourced partner on identifying problem trends requiring proactive solutions (i.e., user training, change of configurations, etc).
  Good working knowledge of ServiceNow ITSM platform

Global ITIL Process Standards Responsibilities:

• Act as the global ITIL SME to: (a) ensure the Patheon IT fulfil Demand towers are aligned around Patheon ITIL processes, (b) drive expansion of the Patheon ITIL processes and developing processes between the various IT Towers, and (c) develop and train Patheon IT on all established process and procedures related to the global service desk.
• Champion core ITIL processes throughout the organisation
• Identify ITIL training requirements and curriculum paths for key team members and business stakeholders.
• Service Transition Management Responsibilities:
• Responsible for Service Transition to define the approach, processes, governance and transition activities required for Service Transition within each project / program associated with the transition of existing or new services in to operational use.
• Work with project managers to successfully implement new services into service operations ensuring that acceptance criteria are both defined and met.
• Ensure standard service management procedures are established and documented that align with the ITILV3 and that the transition of services to operations are of a high standard.

Patheon Pharmaceuticals Ltd – UK Data Centre Manager
November 2010 – December 2014

My responsibilities are split between maintaining the European data centre, supporting the Swindon headquarters & production site, supervising the infrastructure/helpdesk team, and managing/maintaining global Exchange (Office 365):

• Providing leadership to the Infrastructure team and supervising the helpdesk role.
• Review team responsibilities and job standards on a yearly basis and mutually agree on performance and competency expectations.
• Migrated 5,000 users from internal Exchange 2007 environment into Office 365 (Exchange Online). Also, to manage those online mailboxes, & troubleshoot issues.
• Ran the Active Directory clean up project, trying to reduce the number of legacy domains
• Organise & chair weekly Infrastructure meetings with European team.
• Coordinate priorities & resources between the IT department and user departments.
• Review yearly IT budget with UK IT director.
• Maintaining over 140 servers in the European Data centre, this covers installing Windows updates, monitoring disk usage and server performance.
• Managing backups – this includes checking & recording backup job status on a daily basis, changing tapes, diagnosing & resolving backup issues, and performing restores when required
• Setting up network load balanced & clustered application environments.
• Managing a global active directory environment & running a project to migrate away from 8 old regional domains to a single global domain
• Writing Installation Qualifications (IQs) & reviewing Standard Operating Procedures (SOPs)
• Managing the European Exchange 2007 clustered environment, consisting of 4,500+ accounts
• Managing the VMware vSphere 4.1 environment. Managing & maintaining the virtual machines (VMs), managing the resource pool, setting up new VMs, managing the vSphere backup, maintaining the Dell/EMC SAN, and performing routing maintenance & upgrades
• Providing 2nd & 3rd line support for technical issues escalated up from helpdesk.
• Providing on call support on a 27/4 rota. Also, out-of-hours escalation point.

Assyst Solutions Ltd - Senior Technical Manager
September 2009 – October 2010

Assyst Solutions provide a range of IT support services from ad hoc technical support to a complete managed support contract, including network planning & installation, server & desktop deployment, helpdesk, remote support and scheduled system health checks to businesses of all sizes.

My responsibility cover a multitude of tasks, including: Producing coherent technical proposals that meets the client requirements and comply with corporate technical strategy; Interfacing with the clients management to facilitate design approvals where necessary; performing weekly maintenance of client sites; advising clients on best of breed software; providing 2^nd/3^rd line support; planning client upgrades & migrations; deciding which industry vendors to partner with.

• Exchange 2007 Upgrade: Upgraded a client’s Exchange 2003 infrastructure to Exchange 2007, moving all users’ mailboxes, and setting up Outlook Web Access & Outlook Anywhere
• WebHelpDesk: Research, evaluate & implement a web based helpdesk solution for client use
• DR/BCP Plan: Designed clients Disaster Recovery/Business Continuity Plan
• Roaming Profiles: Setup roaming profiles for a client whose users moved teams frequently
• Multi-site VPN & DFS: Design & implement a multi-site VPN, with a distributed file system (DFS), for a client with 3 sites across the country.

Alphacourt Enterprises - PC Support & Network Administrator
April 2005 – August 2009

Alphacourt Enterprises Ltd was a Gold IBM Business Partner, offering expert business integration services, including Architecture & Design, Compliance & Governance, and Process Modelling.

My responsibilities included: Technical review meetings with project service lead to ensure external consultants have correct technical dependencies to deliver project requirements; Understand the technical dependencies between various projects and work with the service leads to ensure proper communication with external consultants; Server admin; Exchange 2003 admin; Office Live Communication Server admin; Active Directory management; group policy configuration; desktop support; testing & installing software; developing new IT systems.

• Full Disk Encryption: Successfully deployed McAfee Full Disk Encryption to 16 mobile consultants, without any downtime to the users.
• Virtual Development Environment: Designed a solution utilizing VMWare’s ESX Server, and vCenter Lab Manager to allow back-office Aviva (Norwich Union) staff to provision preconfigured machines to develop & test code on.

Education:

• 1998-2000 Swindon North Star College
• 1993-1998 Wootton Bassett Comprehensive School
• 1987-1993 Lydiard Millicent Primary School

Qualifications' Received:

GNVQ:

• Advanced GNVQ in Computer Systems Engineering - Distinction received

GCSE:

Courses:

• February 2018 - ITIL Capability Certificate in Operational Support and Analysis
• December 2017 – Service Desk Institute Service Desk Manager (SDI-SDM)
• July 2017 - COBIT 5 Foundation
• December 2016 – ITIL Intermediate Certificate in Service Transition (ITILLST)
• April 2016 – ITIL Intermediate Certificate in Service Operations (ITILLSO)
• March 2016 – ITIL Intermediate Certificate in Continual Service Improvement (ITILLCSI)
• May 2015 – ITIL Foundation Certificate in IT Service Management (ITILF)
• August 2012 – 5-day course VMWAREICM5: VMware vSphere 5 : Install, Configure, Manage
• June 2012 – 5-day course CXA-206-1: Citrix XenApp 6.5 Administration
• July 2005 – 5-day course 2153: Implementing Microsoft ISA Server 2004
• January 2005 – 5-day course - British Red Cross First Aid Training
• February 2005 – 5-day course 2153: Implementing a Network Infrastructure using Windows 2000
• November 2004 – 5-day course 2150: Designing a Security Enhanced Windows 2000 Network
• December 2003 - 5-day course 2152: Implementing Windows 2000 Professional & Server

Exams:

• ITILCOSA - ITIL Capability Certificate in Operational Support and Analysis
• SDI-SDM - Service Desk Institute Service Desk Manager
• QACOBIT5F - COBIT®5 Foundation
• ITILLST - ITIL Lifecycle in Service Transition
• ITILLSO - ITIL Lifecycle in Service Operation
• ITILLCS - ITIL Lifecycle in Continual Service Improvement
• ITILF - ITIL Foundation
• 70-236 - Configuring Exchange 2007
• SY0-101 - CompTIA Security+
• 70-296 Planning, Implementing, and Maintaining a Microsoft Windows Server 2003 Environment for an MCSE Certified on Windows 2000
• 70-292 Managing and Maintaining a Microsoft Windows Server 2003 Environment for an MCSA Certified on Windows 2000
• 70-298 Designing Security for a Microsoft Windows Server 2003 Network
• 70-350 Implementing Microsoft Internet Security and Acceleration (ISA) Server 2004
• 70-217 Implementing and Administering a Microsoft Windows 2000 Directory Services Infrastructure
• 70-216 Implementing and Administering a Microsoft Windows 2000 Network Infrastructure
• 70-218 Managing a Windows 2000 Network Environment
• 70-214 Implementing and Managing Security in a Windows 2000 Network Infrastructure
• 70-215 Installing, Configuring, and Administering Microsoft Windows 2000 Server
• 70-210 Installing, Configuring, and Administering Microsoft Windows 2000 Professional

References:

Available up on request