Benjamin Thomas Neale

Accomplished IT Manager with a strong foundation in Core Leadership and Major Incident Management. Demonstrates expertise in ITIL, ServiceNow, and Performance Management, with a proven track record in Team Building and Coaching. Proficient in managing complex IT environments within On-Prem and Public Cloud infrastructure - using Microsoft Server O/S, VMWare, and Cisco Firewalls/VPN, with experience of DNS management, Active Directory, and SAN/NAS knowledge for optimal system performance. Committed to driving technological innovation and operational excellence within dynamic organisations with effective Incident and Problem management, with an 'always-on' culture for exceptional customer service.

• - Personally saved over 500 hours for Ensono Support in efficiencies through RCA and problem ticket management and automation ideas, over a 2 year period.
• Led a team and implemented success measures to turn around a dissatisfied client from a SIP stage to a 10/10 CSAT score in three months.
• - Designed and implemented a Global ticket automation assignment strategy and toolset, with the Advanced Work Assignment module in ServiceNow.
• - Contributed to AI projects to identify the biggest wins in efficiencies, and worked with the automation teams to deliver these into Sidekick AI; saving over 450 support hours per year.
• - Achieved customer service award through effective Problem Management, identifying patterns and applying fixes through trend analysis.
• - Co-ordinated, and liaised with, teams on integration projects to set up new Service Desk in Poland.
• - Built a EMEA Service Desk team across three countries (England, Wales, Poland) through recruitment and screening for exceptional customer service.
• - Coached and mentored associates to progress from Service Desk positions to 1st/2nd/3rd Line engineers in a five year period.
• - Achieved the highest scoring technical quality in the whole of the Support department at 99.9%.
• - Designed and delivered technical training packs to teams of engineers and Service Desk Analysts.
• - Became Quality and Feedback champion for delivering feedback constructively and always thinking of how improvements can be made. (BUPA)

• 2019 ILM – Level 3 Diploma in Management
• 2016 Akamai Web Performance Technical Support Certified
• 2015 Microsoft Certified Technology Specialist
• 2015 Installing and Configuring Windows Server 2012 R2
• 2012 Microsoft Certified Professional
• 2012 Windows 7 (Configuring)
• 2011 ITILv3 Certified

In my spare time I love to cook and I'm passionate about sustainable and high quality food.  I’m a big fan of many sports including pool, football, rugby and cricket, and have practiced several martial arts in the past including Jeet Kune Do and Karate. I also take a keen interest in computer games and the tech industry in general, and have built my own PC in the past. I’ve played the guitar for over 30 years, write my own songs, and have been in and out of bands since I was 15. In addition, I take a keen interest in reading, travelling, films and socialising with friends.

I enjoy hard work and embrace new challenges, take a keen interest in technology, and have an infectious sense of humour. I'm also extremely patient, enjoy mentoring others, and constantly strive to establish the finest working processes possible whilst being the most effective leader I can in the process.