Premier Field Engineer
MICROSOFT
Total years of experience :15 years, 6 Months
Responsibilies:
- Understanding customers operational maturity and driving key changes for improvement
- Conducting Operations Risk assessment and Strategic reviews to drive infrastructure optimisation
- Gathering and understanding requirements to build solid Service delivery plans and driving project orientated approach to complete and succeed in them.
- Building project plans for implementing technology and ITSM processes to drive business excellence
- Educate customers in ITSM processes, measurements and roles and responsibilities
- Transforming technology centric customers to think and implement changes in order to make them process orientated
- Helping customers to implement Helpdesk solution and integrating with other process driven tools such as System Centre Operations Manager, Configuration Manager
- Managing ITSM projects within customer base
- Creating key performance indicators to help customers succeed and measuring process improvement / performance through targets
Achievements
- Managing a project to move 5000+ users to integrated Helpdesk solution that incorporates ITSM processes and tools such as System centre Service Manager and Operations Manager Managing a portfolio of customers of over 1.5k aed within the year
- Working with customers in Finance, Government and Education
- Closely managing relationships at Cx level
As the conduit between customers and global resources, I managed relationships with clients, their
relationship with MS technology and a range of activities related to improving the operational health of
their IT systems and infrastructure.
Responsibilities:
- Understanding and gathering customer’s IT and Business requirements
- Provide high level recommendations to customer by planning and executing Service delivery
- Worked with high profile financial customers such as well-established Global Securities and Investment
banks based, Hedge funds, Insurance and Re-insurance companies - based in the financial district
and Canary Wharf.
- Building service delivery plans with emphasis on prevention and operational excellence.
- Partner with customer to scope Microsoft product and services components to support a service
- improvement program (ITIL) to increased health of customer’s IT environment.
- Customize and deliver orientation sessions and service reviews to customer stakeholders to demonstrate how current contract scope supports customer's IT and business goals.
- Partner with customer to support business imperatives and become a trusted technology advisor
- Liaising with Microsoft technical departments to manage and resolve complex support issues
- Negotiating and renewing contracts on time.
- Working proactively to reduce the number of support calls through trend analysis and proactive
activities
- Providing infrastructure optimization (IO) best practices and helped implement associated improvements.
- Developing Project documentation such as Project Plans, Critical Path Analysis and Risk Registers
- Understanding, contributing and working with customer Project Plans to appropriately align Microsoft Services; and create value propositions.
- Experience of delivering projects with third party vendors and complying with regulations
- Managing projects with challenging timescales such as Infrastructure upgrades
- Management of Risks and Issues with customer projects
- Engaging with Business and Technology stakeholders to investigate and document project implementation options.
- Managing multiple projects in large and small teams at financial institutes, involved in various platforms and technologies such as Wintel, Desktop Infrastructure, and Unified communications.
- Managing clients across EMEA and APAC and managing small teams across various subs
Maintaining Slough Borough Council database of local Family Support services and offerings and updating
these regularly on the website.
Responsibilities:
- Recognising beneficial services for community and keeping up to date records
- Maintaining internal database and local SBC website
- Assisting on customer queries on issues relating to Family support, outreach and care
Achievements:
- Given further responsibility to maintain IT for three departments
- Assisted Outreach workers on sensitive family cases
- Responsible for hosting local events around Berkshire
Surgical Theatres Team
Location Paddington, London
Involved in Cerner Millennium solution implementation; representing a company that is a major supplier to
the NHS Connecting for Health Programme.
Responsibilities:
- Liaised with clients on site with a portfolio of customers including Royal Free Hospital, Winchester Hospital and St Mary’s
- Requirements gathering for Design
- Liaised with Senior Management internally and client site
- Designed test scripts
- Testing - regression, unit and workflow and test support
- Troubleshooting production issues
- Worked on development and build of Cerner Millennium applications
- Learning and implementation of application and system knowledge
- Networking and resource management
- Vendor and Relationship Management
Achievements:
- Recognised for Service Delivery to challenging clients
- Chosen to lead a 6 month project as an Engagement Manager on a BT/Cerner rollout
- Chosen as a Critical Situation Manager for issues for Southern Cluster clients with SLAs which would cost 10k per issue, if not met.
- Internal recognition for exceeding target for issue resolution for vendor
- Promoted within first 6 months
Graduated in Information Systems with Business Management with a BSc Honours 2:1 grade