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David Dellar

David Dellar

Team Lead

Norton Rose Fulbright

Team Lead at Norton Rose Fulbright

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Norton Rose Fulbright

Team Lead

Overview
- Current responsibility for managing a team of Customer Service professionals.
- Third party contract negotiation and relationship management. (O2, Signify, Vodafone)
- Responsible for driving policy and process change in line with Business leads.
- Responsible for the management of the mobility requirement across Norton Rose Fulbright LLP including purchase and stock management and cost reviews on a monthly basis.
- Staff training and development of staff knowledge

Key achievements
- Through proactive Problem Management and review of the existing Mobility spend realised the root cause of high mobility data spend and initiated change process to change the BES policy to cut use of Tethering resulting in annual cost savings in excess of £150,000.

- Initiated changes for Mobility updates, changes and requests. Resulting in cleaner data between provider and Norton Rose allowing easier tracking of assets per location, and clearer visibility of costs.

- Initiated set up and use of online admin portal for Internal staff to manage changes to our Mobility contract – Streamlining the administrative time and process.

Career medium 04
Career
Career medium 02

BDO LLP

Senior Executive Analyst

Business analysis internally within departments to assess requirements.
Project Management for Service Desk, and additional internal small to medium sized project requirements.
Organization of Technical requirements for high level IT analysis and perception work.

Acting as escalation point for the Service Support teams for all technical queries, as well as being a touch point into the 4th line teams and the business.
Technical mentor to the Service Support team focusing on key technical areas where training and development is required.
Provision of daily technical and service mentoring to Service Desk staff.

Key Achievements:
- Successful Plan, implementation and roll out of Service Desk call logging system.

- Design, build and implementation of Web frontend tool to integrate with new call logging system.

- Successful planning, implementation and roll out of new ACD system for the BDO Service Desk
Implementation of a remote NAS solution in UAE office to enhance existing set up.

Career

Fitch Ratings

Technical Support Analyst

Fitch Ratings, London
Working in team of 10 supporting 800+ users throughout Europe and Asia.
Covering all aspects of general hardware and software support. Supporting bespoke software used by various departments.
Troubleshooting network problems (WINS/DNS/DHCP/IIS/FTP)
Handheld support (Blackberry, Palm, Ipaq)
Remote user support (IPASS system, VPN)
Supporting the PBX and Cisco IPT telephone systems.
Call logging through the Magic system (Remedy)
Interrogation of the systems through SQL queries, to produce reports.
Lotus Notes V5/V6 Administration.
Documentation of systems and procedures.
Project work involving systems and software testing and research.
Asset management through Altiris management tools.
Software deployment and PC builds using Altiris Deployment solution.
Software installations and upgrades.
Key Achievements:
Installation and configuration of XP client rollout.(Altiris Deployment server)
Configuration of Altiris Patch management tool to automate essential windows patches to all EMEA machines.
Design and implementation of Access databases to monitor loan assets (laptops and projectors)
Implementation of Altiris Asset Management suite for logging and tracking hardware and software licensing requirements.

Career medium 02
Career
Career medium 03

Learning Tree International

Systems Support Analyst

Working in team of 5 supporting 120 users over two sites.
Management of the anti-virus (Norton Corporate Edition), print and backup servers (Veritas vers 8.6) on a daily basis.
Managing and supporting the telephone system (Ericsson), wallboards and voice mail systems.
Production of crystal reports/excel pivot table spreadsheets.
Building Windows 2000\2003 Servers.
General hardware and software support, including bespoke applications.
SQL 7/2000 Server Administration.
Lotus Notes V5 Administration.

Career

Business analysis requirements engineering

Business analysis ISEB

Kingston University

Mechanical, Civil and Aeronautical Engineering

Northbrook College of Art BTEC graphic design

Seaford College