Key Achievements

Delivered Operational Improvement to the IT Service Desk using ITIL concepts

Introduced resource flexibility across the Desktop service Support, ensuring that the team could respond to operational demands quickly and efficiently. Increased the “first time fix” rate from first line analysts following the increase of their skills. Developed and established ITIL practices into ICT operations.

Documentation and Development of the IT Service Catalogue.

Identified the various services offered and delivered by the Service, worked with the teams to document their service, collate the agreed descriptions and arrange the publishing on the intranet. This document was useful in identifying the scope of service for strategic planning and service development.

Production of Service Delivery Model and Service Level Agreement for a key Service Area

Analyzing the 32 application services supplied to the Access Harrow service, from both the ICT service and other suppliers. Documented the support and process flows and engaged support and agreement from the relevant stakeholders.

Research and Documentation of Application Support across the Council

Analysis of all “application support” across the council – what systems were supported and to what level of detail that any team would provide support. This document was used to establish the costs and models for support for the next financial year and became a key document in the programme to outsource the support of the applications.

Presentations of Process Changes to the Libraries Service

As part of a project to introduce a new software application, I presented our findings from mapping the processes that the Libraries Service undertook and how the new system would match. These presentations were delivered to a number of senior managers and used different techniques to explain our findings and engage the project progression.

Presentation of Disaster Recovery Exercise

I was client liaison for a contracted Disaster Recovery Exercise and through that provided frequent presentations on the progress and outcomes of the exercise to senior managers and identified stakeholders, gathering the information from the teams undertaking the exercise.

Delivery of Application Training for a number of software packages

As a Senior Analyst programmer, I developed and delivered the training of a number of software applications to customers, ensuring that they understood and were able to make use of the software once it had gone live.

Ran a successful Canoeing training programme for Scout District

I engaged with a number of qualified Canoe Instructors to arrange a variety of canoe training courses to British Canoe Union standards; this involved arranging suitable indoor and outdoor facilities; engaging catering teams and transportation for equipment – as well as the practical delivery of the training and management of standards throughout.

Managed the Change to the Training Programme within my Scout District

The Scout District of Harrow & Wealdstone consisted of 13 Scout Groups and approximately 1,400 adults and young people involved in Scouting. I identified what affect the changes would have on the Groups and Sections within the Scout District; creating change plans to transition the existing training programme to the new one, delivering workshops to assist leaders through the change programme.