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					                                       Anthony Hewett
                                            9 Highland Crescent
                                                NR14 8GA

                                    Contact Number – 07500 870646
                                        Date of Birth 22/04/1972
                                     Email -

               IT Manager and Consultant with extensive experience in designing, Implementing and supporting
               assyst IT Service Management best practice based solutions.

               Excellent communicator at all levels with strong leadership, team working and multi tasking skills.

               Technically proficient in Axios assyst service management software with a huge amount of
               practical, real life hands on experience in very large corporate organisations.


                           ITIL Service Management Foundation Cert
                           Studied for ITIL Managers Cert (Exam as yet not taken)
                            Accredited in assyst service management software
                            Experienced in deploying/managing Centennial Discovery
                            Strong Project Management skills/experience
                            Highly computer literate
                            Strong negotiating skills
                            Highly motivated
                            Excellent communicator
                            Customer focused
                            Service driven
                            Strong relationship management skills
                            Good understanding of project management
                            Confident and effective consultant
                            Insurance & IT market awareness
Jan 2010 – Present Date   Service Management Consultant (Contract)

                          Northgate Information Solutions

                             Consultancy on developing and implementing assyst for existing and new Northgate

                             ITIL best practice process design and consultancy

                             Service Management reporting and data analysis

                             Implementation of continuous service improvement plan

                             Training and development of Northgate staff in ITIL based service management

                             assyst based product demonstrations

Jan 2009 – Jan 2010       Technical Consultant (Contract)

                          AVIVA Insurance Company

                             Consultancy on assyst supporting proposed outsourcing of IT Services

                             Design a tactical solution enabling the existing assyst Configuration Management Database to
                              support proposed outsourcing of IT Services

                             Configure a tactical solution enabling the existing assyst Configuration Management Database
                              to support proposed outsourcing of IT Services

                             Reporting on existing assyst Configuration Management Database to support proposed
                              outsourcing of IT Services

                             Design a strategic solution enabling the existing assyst Configuration Management Database
                              to support move away from IT Service Provider to IT Service Integrator

                             Analysing impact on business of change

                             Implement a strategic solution enabling the assyst Configuration Management Database to
                              support role of Service Integrator

Oct 2008 – Jan 2009       Senior Business Analyst (Contract)

                          AVIVA Insurance Company

                             Project managing implementation of Centennial Discovery into RAC on behalf of AVIVA
                              Configuration Management Team

                             Consulting on impact on assyst Configuration Management Database

                             Updating of assyst Configuration Management Database

                             Consulting on Configuration Management best practice

                             Analysing impact on business of change

                             Communicating with key stakeholders
Feb 2008 – July 2008   assyst Auditor (Contract)

                       South Staffs NHS Trust


                          Auditing existing use of assyst

                          Reporting on current performance levels

                          Proposing Service Improvements

                          Implementing Service Improvements

                          Implementing Change Processes

June 2007 - Dec 2007   Business Solutions Consultant

                       Axios Systems


                           Defining & delivering pre sales strategy

                           Developing & delivering technical and business ITIL presentations to existing and
                            prospective customers throughout the UK

                           Delivering detailed assyst product demonstrations & ‘proof of concepts’ to existing and
                            prospective clients

                           Consulting on the development of the Pre Sales Demonstration database, and ensuring
                            training is provided for the sales team

                           Scoping ITIL based projects for existing and prospective clients

                           Providing on site ITIL consultancy to existing customers

Mar 2001 – May 2007    IT Consultant

                       AVIVA (Norwich Union Insurance/Central Services)


                              Design and Implementation of assyst service management application into AVIVA for
                                Incident, Change, Asset and Configuration management

                               Design and Implementation of Centennial Discovery into AVIVA in order to populate
                                assyst Configuration Management Database

                              Managing the relationship between AVIVA and Axios

                              Handover and support of processes and tools in to the ‘live environment’

                              Development and road mapping of service management tool including processes

                               Management of assyst support team/service and development

                              Successful implementation of Service Management tool into AVIVA

                              Confidently operating across the AVIVA group

                              Service benefits realised

                              Customer satisfaction Increase

                               Built strong stakeholder relationships enabling support in service improvements

                              Developed my skills in operating at a much higher and more visible level due to group
                                wide coverage of our service

                              Operated within the budget set by our business area

                               Created and developed a well motivated and respected team delivering a quality service

Jan 1999 - Mar 2001   Service Desk Manager

                      AVIVA (Norwich Union Insurance)


                              Lead and manage a team of 20 service desk analysts providing 1st/2nd line support across
                                multi site locations

                              Liase with 3rd party suppliers ensuring SLAs are defined, agreed, documented, reviewed
                                and achieved

                              Recruitment of service desk analysts

                              Monitor support provided by external service providers such as CW

                              Maintain communications with Customers and support teams on performance

                              Recommend and Initiate process improvements to further enhance efficiency and

                              Delivery of 1st class service within agreed financial budgets


                              Successful support in relation to major releases such as Orion and Huon V4

                              Excellent working relationship with suppliers ensuring most effective support

                              Established a service desk development framework enabling career progression in line
                                with operational requirements

                              Increased and maintained a department OLA in excess of 90%
May 1996 - Jan 1999   Sales Executive

                      Norwich Union Direct


                             Selling of General Insurance via the telephone

                             Sales Coach

                             Sales Team Manager


                             Exceeded company targets set

                             Raised overall averages of departments sales and conversion rates and Introduced quality

                             Lead a team of 12 to 'top performing' team for 6 months out of 12 month period

Apr 1994 - Apr 1996   Insurance Clerk

                      Hill House Hammond
                      Gt Yarmouth

                      Insurance Broker with 100,000+ policies provided by 100+ Insurance Companies


                             Senior clerk responsible for providing General Insurance and customer service


                             Top performing clerk for eastern region

                             Wrote selling and customer service procedure manual for office

                             Exceeded all targets set

Jun 1988 - Apr 1994   Insurance Clerk

                      Swinton Insurance

                      Insurance Broker with 10,000 policies+ provided by 100+ Insurance Companies


                             Selling of General Insurance

                             Handling of customer claims and policy enquiries

                             Reconciling company accounts


                             Negotiated higher commision rates with various Insurance providers

                             Reduced outstanding premiums due by 10%
             Available on request.

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