viewing contractor profile for andrew-46317
11 years experience gained in financial services desktop support, delivering a premium service through effective team direction and communication
Key strengths in strategic planning, analytical problem solving and extensive technical skills in MS Office and in-house banking applications
• Management of service teams, (of various sizes, most recently 22 analysts).
• Developed Report writing and Performance analysis skills, both on team and individual performance.
• Knowledge of ITIL based change and event management
• Experience of Staff training, goal, and objective setting
• Experience of staff mentoring and appraisal/ performance function
• ITIL Foundation
experience
| Job Title | Company Name | Date From | Date To | Description |
| Desktop Support Manager | Citi | Jun 2006 | Apr 2008 |
Managed a team of 5 first line and 17 second line analysts, providing a premium end user support service to 1,700 clients to agreed Service Levels. Liaised closely with clients and senior management on service levels and the strategic direction of the team. |
| Project Leader | Citi | Jan 2003 | Jun 2006 |
Providing supervisory support to a number of remote service desk teams |
| Senior IT Analyst | Citi | Jan 2000 | Jan 2003 |
Proving Premium desktop support service to the Investment Banking Department |
| IT Analyst | Maybury Consulting Ltd | Sep 1996 | Jan 2000 |
Contract resourse providing Desktop support function to Schroders Investment Bank |