Jonathan Russell

Jonathan Russell

Work History

Work History
Jan 2008 - Feb 2011

Application Service Delivery Specialist

Siemens IT Solutions and Services

  • Extensive exposure to ITIL service environment through management of incidents at a 3rd line tier responding with appropriate technical authority to internal and external customer base
  • Charged with providing technical specification evaluation for request fulfilment of an enterprise wide bespoke java service request management procurement portal based on ITIL best practice, interfacing with off and on shored development teams.  The largest customer based application available to 25,000 customers. The subject matter expert of the SRM portal
  • Project manage the end to end lifecycle of more than 1,000 work packets working with the customer, business analyst and internal resources to deliver on time and to budget
  • Using ITIL best practice to resource manage and prioritise the day to day workload of off shore staff to develop and deliver work packets for release and show a keen appreciation of business needs for sourcing appropriate skill sets from available resources
  • Product demonstration and training responsibilities, visiting client sites to show how value is being generated for the customer through developed solutions and how to use them correctly
  • Chairing of an enterprise wide procurement application user group, being a key focal point for prioritising issues, working with the Customer to evaluate and deliver responses to user issues in-line with their business strategy.  Report these findings back to Technology Stakeholders Group and Service Management.
  • Co-ordinate functionality testing with the customer base for all developed changes/bug fixes/involving internal/external customers where necessary.
  • Dealing with internal customers and project teams to discuss functionality improvements.. Excellent relationships maintained with project managers as well as support teams across the floor.
  • Exposure to 3rdparty vendor management to ensure interfacing user account management system was available to process requests.

Skills and achievements in this role

  • Key role in developing and managing the procurement portal between Siemens and BBC
  • Excellent communications skills (written and verbal) with customers, suppliers, developers andbusiness analysts in a way that each group understand as well as working in a matrix team environment
  • Operating within a busy multi-faceted environment
  • Create process documentation and help define new and update existing business processes
  • Managing monthly releases of the procurement portal through full change management cycle
  • Extensive use of Remedy call management tool, including querying backend forms
Mar 2004 - Jan 2008

Second Line Desktop Support Analyst / Installations Analyst

Siemens Business Services

Skills and achievements in this role

  • Effective communication – ability to understand customer requirements and implement them in a technical way
  • Configuring and managing users/assets in Microsoft Active Directory
  • Commitment to projects.Key deliverable – moving 800 staff from central to west London location over a 4 month period
  • Developed leadership skills by covering my team leader.
Jun 2001 - Mar 2004

Installations Analyst

BBC Technology

Skills and achievements in this role:

  • Effective communication with customers
  • Supporting customer desktops in the challenging environment of BBC Television Centre
  • Hardware support inc. Compaq, Toshiba, IBM, HP
  • Challenging television studio environment – working to deadlines to get the equipment in place when required inc. live broadcasts. i.e. News 24 studio support.
Sep 1999 - Sep 2000

IT Support Industrial Work Placement

BBC

At the BBC I worked in the I.T. Department as a local support analyst and an installation analyst.These two roles helped me develop my I.T. and customer skills. As a support analyst my jobs included visiting BBC employees at Television Centre and fixing problems they had with their PC, laptop, printer etc.The highlight of the support analyst role was working New Years Eve and New Year’s Day 1999-2000 as studio technical support during the BBC 2000 Today program. 

Education

Education
Sep 1996 - Jun 2001

Business Information Technology

Southampton Institute

Skills

Skills

Practical computer experience

Remedy IT service management suite.  Querying SQL databases.  WCM Content Management software (OpenText).  Microsoft Active Directory.  Visio, Microsoft Word, Access, Excel, Outlook, Frontpage, Powerpoint, Project (2000 editions), Systems/desktops supported: Windows 95, 98, 2000, NT 4 and XP. I am also familiar with the essentials of TCP/IP, print and email servers.

Summary

IT professional: ten years experience in operational support from 1st to 3rd line; good command of technologies; quick to learn and understand how technology can support business processes.  Excellent communication skills: experience in customer facing roles; works effectively with team of off shore developers; excellent personal relationships across the office.  Proactive and reliable: gets things done; manage a high volume of change requests and subsequent releases; self motivated and adapts to new technologies.

Objective

To work within a service position striving to deliver the best services to customers through the effective management of developers and 3rd parties.Being accountable at all times and to deliver or exceed on service level agreements by building on relationships with customers and suppliers alike.

Interest

  • DJing; leading on to collaborating nights for the general public e.g. Ministry of Sound
  • Cycling; regular training and longer organised trips in various parts of the UK
  • Travelling; went on a self funded trip to New Zealand and Australia (Feb - May 2011)

Certifications

Certifications

Introduction to Project Management

APM

ITIL Foundation

ITIL