Vawns Murphy Guest

Manager

Responsible for managing Major Incidents, Problems & Known Errors through to completion and communicating to all stakeholders.

• Responsible for all Service Delivery Management activities in local geography both for solution support and managed services • Project managed the transition of new customers onto the runtime services, support and / or managed services • Creation of customer satisfaction survey and metrics pack • Creation of best practice training material for both internal and external customers • Acted as primary day-time point of escalation for the customers including British Petroleum, Cincinnati Insurance Company, PA

Implementation of a SOX-compliant Change Management process which supported the Release Management function with weekly CAB meetings, comprehensive FSC’s, PSA’s & metrics. Implementation of Availability Incident & Problem Management using the ITIL framework and industry best practice ; to this end I chaired meetings with Senior Management to keep them aware of all Major Incidents and Availability issues within IT. I initiated Service Review meetings across the business and created several SLA’s.

As the Service Quality Manager for a number of service families within Merrill Lynch I was the primary contact for the escalation of business impacting problems and changes.

As the Incident Manager for a large IT Helpdesk I ensured a high quality service for the user base. I supervised a team of 20 Helpdesk analysts and was responsible for normal service to be restored quickly, effectively and with as little possible adverse business impact in the event of a major incident. In addition to this, I represented the Helpdesk to end users, third line support teams and to senior management.

My responsibilities varied from day to day user support including troubleshooting hardware, software and communication issues for a city based commodity-trading floor. In addition to this I was tasked with developing long term user assistance program which include training and literature programs for improving the users IT competence, and as such I also played a large role in understanding the user requirements and deploying the best IT systems for their use.

As UK/Local Security Leader, I had responsibility for maintaining security access to 5000+ user accounts within Lotus Notes, Novell and mainframe environments (COSMOS & SAP). As a Support team leader I was responsible for 5 sites supporting over 2000 users. Day to day duties included hardware / software troubleshooting, team building, cost management and user interaction.