David CROSS

I handle service delivery requests and incidents in the provisioning support team at Alcatel.
Requests and incidents for accounts creation/ deleation (SAP,AD, Lotus Notes, Siebel, BO, Unix, Remote Access VPN, IMAP.

HPSM7 Knowledge Technician EMEA/Worldwide Ticketing
Knowledge Management End User Support
Project Upgrade to HPSM7 clean-up and testing
Solution Manager Knowledge ticketing
Right Answers Self-Service Portal and Service Agent
Support Wiki for self service users
Change Requests
Review and publish IT Helpdesk support knowledgebase documentation for support analyst and end user portal
documentation correction.

Service and Support Manager.
Managed the process of incoming calls to helpdesk via telephone /email inhouse
Developed and enforced request handling and escalation policies and procedures.
Help desk SLA Enforced.
Managed exhibitions and departmental moves.

Media changes to off-site storage using Tivoli Storage Management Administrator.
User moves and changes.
Help desk escalations.
Review of dead e-mail and delete unwanted mail
Scheduling department rota.
Maintained company hardware policy.
Server Updates & Patches.
Network Alarm Monitoring.

General Active Directory requests.
Managed internal/external I.T Processes
Image build testing prior to installs.
Lotus Notes and I-notes Support/(Domino)

Since joining Joshua I organised and implemented and managed the new Goldmine CRM Helpdesk
Managed improvements to the system, consistently and monitored results.