Knowledge and Problem Manager
Current Role: Knowledge and Problem Manager
As Knowledge Manager I have created, setup and manage the EMEA Wide Knowledge Base within ServiceNow. This is to be utilized by all IT teams across EMEA to share Knowledge and work towards 'best practice standards' to support our business' IT requirements, provide enterprise grade service levels and improver user experience.
As Problem Manager it is also my role to identify underlying issues within IT to reduce business down time which can impact productivity. Using data and trend analysis I seek to prevent issues from impacting the business where possible and also to provide focus for IT teams to work effectively towars solving these problems.
Team Leader on the UK IT Service Desk - supporting 1000 users across the UK regional offices.
Knowledge Base Creation for all of EMEA IT
EMEA Wide Service Desk implementation
#TechExperts core team member - taking #TechExperts roadshow across UK and Netherlands
Assisting migration to Office 365
Migration from Windows Phone / Blackberry to iPhones
Assisting in the IT systems migration to the new Virtual Cloud based system throughout the UK offices of Colliers.
Upgrading Photocopiers from Xerox to Lexmark and installing Follow me Printing.
Atos, Xerox, Yodal, Torpedo,