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Michael Day
32 Webb Rise, Stevenage, SG1 5PA
Tel: 07515 742 327
Email: Mike--Day@outlook.com
Key Skills:
Retail J, Aura , Storeline, SAP, Mainframe, AS400, Atlas, iOS,Epysis,CPoS, Application servers,Fileand
Printservers, Citrix, Exchange, Firepass, VPN, Active Directory, Crystal Reports, Landesk, Windows XP,
Windows 7, Service Improvement, Data Analysis, Service Implementation, Service Transition,
Knowledge, Knowledge transfer, Training, Management, Feedback, Coaching, KPI’s, Documentation,
Customer service, Outlook, Excel, Word, Powerpoint, Problem Solving, Communication, Terminal
Server, Interviewing, End user, Leadership, Knowledge Management, Performance Management
Achievements:
 Service desk implementation and service transition for two multimillion pound contracts.
 LEAN Champion Bronze Accreditation.
 Reduced engineering visits using LEAN principles and shift left activity. This saved an average of
£1,530.08 per month for engineering visits.
Employment – Fujitsu UK
Product Support Engineer –PostOfficeAccount: April 2011 –February 2013 - WMMorrison’s Account:February
2013 – April 2014 – Home Retail group Account: April 2014 – present.
Responsibilities:
 Worked with the projectand transition teamin implementing two new multimillion pound servicedesk
for Fujitsu, Morrison’s and Home Retail Group following the ITL framework and Prince 2 principles.
 Spent a number of months on the customer site for Knowledge capture, knowledge transfer and
Identifying gaps in knowledge and procedures, using LEAN and problem solving principles.
 Introduced new services and process for the service desk including classifications and setting the
correct criticality in line with the service design.
 Gathered existingknowledge from 3rd parties and updated and improved original knowledgeas well as
creating knowledge and documentation for the service desk.
 Created and delivered new starter training for Application, Hardware and Toolsets.
 Working closely and building good relations with the account teams, 2nd line, 3rd line teams and
projects team within Fujitsu through knowledge capture and improving incident quality and incident
handling.
 Buildinggood customer relations through several visitsto both Morrison’s and HomeRetail Group HQ’s
and liaising with members of management and the staff.
 Working with Service improvement team to improve processes, knowledge, and end user experience
and implement serviceimprovement ideas to reducetelephony demand and savethe customer money.
 Working closely with theteams within the servicedesk to ensure processes arebeingfollowed and that
we are delivering world class customer service.
 Added and vetted knowledge from resolver groups to ensure the documentation is fit for purpose.
 Holding assessment days and interviewing for new recruits for the service desks.
 Dealing with incident escalation from the Service Delivery, the Customer and seeing the escalations
through to resolution.
 Managingand monitoring Telephony SLA’s via resource manager. Schedulingbreaks, lunches and any
ad hoc tasks to make sure there is availability to achieve the service level agreement.
 Providing constructive feedback to agents and conducting 1-2-1 sessions, call coaching and personal
development plans (PDP’s).
 Investigating complaints and managing them through to resolution as well as providing feedback.
 Escalating any trends in calls that may result in a major incident.
 Identifyingpotential problems through incidentmanagement and progressingto problemmanagement
to investigate.
Plandent LTD: April 2010 – March 2011
 In charge or of a small team handling service exchange for faulty or unused parts.
Education:
 Institute of Leadership and Management Level 3 Award, Diploma in First Line Management
 First Diploma in Sports Studies
 GNVQ Leisure and Tourism – Intermediate
 6 GCSE’s of grade C and above
 The Instituteof Engineering and Technology –Leading and Developing Successful teams one day course
 Ongoing – Java and Android application development
Fujitsu courses:
 ITIL Overview
 CIE Invigoration: Bronze
 Creative Presentation
 Disciplinary & Grievance Workshop
 Performance Management workshop
 Attendance Management
 Coaching skills for managers
 Managing First
 Performance Management Masterclass
 Health and Safety for Managers and Contacts
Hobbies – I have played semiprofessional football and am very much into outdoor sports.I am a regular at the
gym and have studied fitness sincethe age of 14. I enjoy travelingand have a bucket listof places to visit. Also
I am a film buff and visit the cinema regularly.

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Michael Day CV 2

  • 1. Michael Day 32 Webb Rise, Stevenage, SG1 5PA Tel: 07515 742 327 Email: Mike--Day@outlook.com Key Skills: Retail J, Aura , Storeline, SAP, Mainframe, AS400, Atlas, iOS,Epysis,CPoS, Application servers,Fileand Printservers, Citrix, Exchange, Firepass, VPN, Active Directory, Crystal Reports, Landesk, Windows XP, Windows 7, Service Improvement, Data Analysis, Service Implementation, Service Transition, Knowledge, Knowledge transfer, Training, Management, Feedback, Coaching, KPI’s, Documentation, Customer service, Outlook, Excel, Word, Powerpoint, Problem Solving, Communication, Terminal Server, Interviewing, End user, Leadership, Knowledge Management, Performance Management Achievements:  Service desk implementation and service transition for two multimillion pound contracts.  LEAN Champion Bronze Accreditation.  Reduced engineering visits using LEAN principles and shift left activity. This saved an average of £1,530.08 per month for engineering visits. Employment – Fujitsu UK Product Support Engineer –PostOfficeAccount: April 2011 –February 2013 - WMMorrison’s Account:February 2013 – April 2014 – Home Retail group Account: April 2014 – present. Responsibilities:  Worked with the projectand transition teamin implementing two new multimillion pound servicedesk for Fujitsu, Morrison’s and Home Retail Group following the ITL framework and Prince 2 principles.  Spent a number of months on the customer site for Knowledge capture, knowledge transfer and Identifying gaps in knowledge and procedures, using LEAN and problem solving principles.  Introduced new services and process for the service desk including classifications and setting the correct criticality in line with the service design.  Gathered existingknowledge from 3rd parties and updated and improved original knowledgeas well as creating knowledge and documentation for the service desk.  Created and delivered new starter training for Application, Hardware and Toolsets.  Working closely and building good relations with the account teams, 2nd line, 3rd line teams and projects team within Fujitsu through knowledge capture and improving incident quality and incident handling.  Buildinggood customer relations through several visitsto both Morrison’s and HomeRetail Group HQ’s and liaising with members of management and the staff.  Working with Service improvement team to improve processes, knowledge, and end user experience and implement serviceimprovement ideas to reducetelephony demand and savethe customer money.  Working closely with theteams within the servicedesk to ensure processes arebeingfollowed and that we are delivering world class customer service.  Added and vetted knowledge from resolver groups to ensure the documentation is fit for purpose.  Holding assessment days and interviewing for new recruits for the service desks.
  • 2.  Dealing with incident escalation from the Service Delivery, the Customer and seeing the escalations through to resolution.  Managingand monitoring Telephony SLA’s via resource manager. Schedulingbreaks, lunches and any ad hoc tasks to make sure there is availability to achieve the service level agreement.  Providing constructive feedback to agents and conducting 1-2-1 sessions, call coaching and personal development plans (PDP’s).  Investigating complaints and managing them through to resolution as well as providing feedback.  Escalating any trends in calls that may result in a major incident.  Identifyingpotential problems through incidentmanagement and progressingto problemmanagement to investigate. Plandent LTD: April 2010 – March 2011  In charge or of a small team handling service exchange for faulty or unused parts. Education:  Institute of Leadership and Management Level 3 Award, Diploma in First Line Management  First Diploma in Sports Studies  GNVQ Leisure and Tourism – Intermediate  6 GCSE’s of grade C and above  The Instituteof Engineering and Technology –Leading and Developing Successful teams one day course  Ongoing – Java and Android application development Fujitsu courses:  ITIL Overview  CIE Invigoration: Bronze  Creative Presentation  Disciplinary & Grievance Workshop  Performance Management workshop  Attendance Management  Coaching skills for managers  Managing First  Performance Management Masterclass  Health and Safety for Managers and Contacts Hobbies – I have played semiprofessional football and am very much into outdoor sports.I am a regular at the gym and have studied fitness sincethe age of 14. I enjoy travelingand have a bucket listof places to visit. Also I am a film buff and visit the cinema regularly.