As the leader overseeing the IT Service Desk, I managed a team of four support analysts, embedding a strong "think customer" mindset that fostered a customer-centric approach to service delivery. This cultural shift enhanced our internal branding, positioning IT as a value-adding business function rather than just a business process. As the association and department expanded, we recognized the need for a commercial Service Desk solution that would allow us to implement ITIL-aligned processes and procedures for request, incident, problem, and change management.

Key accomplishments include:

• Selection and Migration to ITIL-Aligned Service Desk: Led the transition to a commercial service desk solution after conducting vendor reviews, product evaluations, and commercial negotiations.
• Process Creation: Developed and implemented Request, Incident, Problem, and Change management workflows within the Service Desk, ensuring streamlined operations.
• Service Level Agreement (SLA) Development: Formulated a Service Level Agreement with the business, surpassing the 85% SLA target with a consistent 99% SLA achievement.
• KPI and Reporting: Introduced Key Performance Indicators (KPIs) to track trends and highlight areas of success. Compiled monthly performance reports for Senior Management Team (SMT) on service delivery.
• IT Risk Management: Pioneered the introduction of an IT Risk Register, tracking identified risks, and developing action plans, mitigation strategies, and resolution criteria.
• Continual Service Improvement (CSI): Drove an ongoing CSI model, continually evolving our processes to enhance the customer journey and promote the adoption of existing technologies within the organization.

  IT Network Support Administrator
 

In this role, I was responsible for managing the administration of the Association's domain and network connectivity across five sites in the South and East of England. By embracing new skills and expanding my technical knowledge, I successfully led efforts to enhance the core and edge network design, ensuring robust connectivity and system integrity.

Key accomplishments include:

• Network Administration: Oversaw the administration, development, and enhancement of the organization’s servers, switches, routers, and network hardware, ensuring optimal performance and uptime.
• Backup Routines and Management: Developed and maintained comprehensive backup routines and schedules, conducting regular test restores, managing tape cycles, and performing backup device maintenance to ensure data protection and disaster recovery readiness.
• Security and Policy Compliance: Introduced and managed Group Policy Settings to enhance security, enforce company policies, and improve the end-user experience.
• Anti-Virus and Device Compliance: Managed the control and administration of the Anti-Virus solution, ensuring all PCs, laptops, and peripherals were compliant and addressing outdated devices proactively.
• Domain Infrastructure Upgrades: Spearheaded the introduction of new Primary and Secondary Domain Controllers, upgrading server operating system levels, and setting up domain trusts to enhance cross-company collaboration and network functionality.