Gavin Fitton

A Lean Process Analyst with a proven track record in driving operational excellence, process improvement, and successful project delivery. Skilled in implementing methodologies to optimize business processes, enhance efficiency, and maximize productivity. Experienced in leading cross-functional teams to execute projects. Strong analytical and problem-solving abilities, with a keen eye for mapping process and implementing strategic solutions. Excellent communication and stakeholder management skills, fostering collaboration and driving positive change. Committed to continuous improvement and delivering measurable results that contribute to organizational success.

As a Service Delivery Patching Coordinator with expertise in ITIL frameworks, I played a vital role in ensuring the efficient management of business-critical Oracle databases to support release management services. Collaborating closely with DBA third parties, I coordinated the planned management of production and non-production databases that underpinned the core ERP system. This involved planning and scheduling maintenance work around business activities, ensuring minimal disruption to operations.

Working in close partnership with ERP functional support teams and environment owners, I assessed the impact of application changes on the underlying database layer. This enabled me to effectively coordinate the implementation of these changes into production environments. By fostering clear communication channels, I facilitated seamless collaboration and alignment across teams, guaranteeing successful deployments.

Adhering to ITIL principles, I implemented robust change management practices to ensure proper evaluation, approval, and control of patches and releases. By closely monitoring patching activities, conducting thorough testing, and validating outcomes, I upheld the highest standards of service delivery and maintained the integrity of the IT infrastructure.

As a Senior Service Desk Analyst, I assumed a leadership role within the IT Service Desk, taking on additional responsibilities and providing guidance to junior team members. I served as a subject matter expert, leveraging my extensive knowledge and experience to handle complex technical issues and provide effective solutions. Additionally, I played a key role in driving process improvements, implementing innovative strategies to enhance user experience and optimize service delivery. I collaborated closely with cross-functional teams and stakeholders to ensure seamless coordination and alignment in delivering IT services. In this senior capacity, I continued to uphold high service levels, proactively resolving incidents and implementing best practices, while serving as a mentor and resource for continuous learning and professional development within the team. Additionally, I served as a point of escalation for L2/L3 teams, ensuring timely resolution of issues. I took responsibility for quality checking calls and Service Now ticket quality to meet or improve KPIs.

As a Service Desk Analyst, I provided day-to-day support to IT Service Desk employees, addressing 1st line issues and requests. I also assisted in resolving more complex issues and complaints. Additionally, I played a key role in onboarding and training new staff, offering individual coaching on IT disciplines and processes when necessary.

In this role, I implemented new processes for user system access and knowledge management, ensuring efficient operations. I gained exposure to various technologies such as Microsoft O365, Azure, Network Operating Systems, SCCM, SAP, and Kerridge ERP's systems. Utilizing the Service Now application, I applied IT Service Management best practices. I delivered personalized support services to business users across the UK and Ireland, effectively prioritizing and resolving work to meet established service level agreements and deadlines.

As a Digital Business Analyst in the airline industry, I excelled in delivering projects using Agile and Scrum methodologies and ceremonies. I took a proactive approach by owning the requirements for allocated work streams and projects, capturing them with meticulous supporting documentation. To foster collaboration and stakeholder involvement, I facilitated various Agile ceremonies, such as daily stand-ups, sprint planning, and sprint reviews.

Working closely with the development team, I ensured a clear understanding of project deliverables by leveraging Agile practices and Scrum ceremonies. Through the creation of Epics and User Stories, following Agile principles and acceptance criteria, I facilitated effective prioritization of the product backlog, maximizing value delivery.

Throughout my role, I embraced Agile and Scrum methodologies to drive continuous improvement and successful project implementations in the dynamic airline industry. By actively engaging in Agile ceremonies and leveraging Scrum techniques, I fostered collaboration, transparency, and adaptability, resulting in enhanced stakeholder experiences and successful project outcomes.

As the founder of my own IT consultancy company, I successfully established and managed the business, delivering high-quality services to clients. One notable project involved implementing the SAS eService software platform for an overseas B2B client. I analyzed their specific requirements, designed a customized solution, and supported the implementation.

As an experienced Implementation Manager, I have a strong focus on delivering successful software projects and driving value for clients. With a proven track record of translating customer needs into detailed technical offerings and proposals, I ensure on-time and within-budget implementations that exceed client expectations. I am well-versed in Agile/Scrum methodologies, collaborating closely with development teams to define and deliver valuable software enhancements on a sprint cadence. I also possess expertise in business process mapping and optimization, utilizing industry-standard frameworks to drive efficiency and effectiveness. With a consultative approach, I provide guidance and support throughout the implementation process, ensuring seamless transitions and positive outcomes. I have a demonstrated ability to lead and manage complex projects, while consistently delivering results and exceeding goals.

As an IT Service Delivery Manager, I successfully led and managed IT Service Management services for multiple business units across various locations, including the UAE, Turkey, Morocco, Kenya, Ghana, and South Africa, ensuring adherence to defined Service Level Agreement targets.

I took charge of service delivery teams, setting individual objectives and KPIs, driving performance and development throughout the region. Mentoring and leading a team of IT professionals, fostering a collaborative and high-performance culture, and providing guidance and support for their professional development.

In a strategic capacity, I collaborated with top-level management within the region to develop and execute departmental strategies aligned with the company's overall objectives. Acting as a point of reference for stakeholders, I demonstrated adherence to global standards, effectively managed team performance, facilitated infrastructure changes, introduced new technologies, oversaw project rollouts, and served as an escalation point for issues.

I played a vital role in establishing governance across all service areas, encompassing senior-level consulting, service management, incident and change management, continual service improvement, and customer satisfaction. Furthermore, I assumed responsibility as a project manager, ensuring the successful definition, planning, tracking, and leadership of assigned projects within budgetary constraints. This involved identifying key resources and providing the necessary guidance to achieve project objectives while effectively communicating with senior management.

Additionally, I managed the delivery of global IT security standards and conducted annual IT security audits across multiple sites worldwide. I also oversaw the delivery of disaster recovery mechanisms, including business continuity plans, and managed their lifecycles within the region.

As an IT Manager, I held a pivotal role in overseeing and managing the technical aspects of IT infrastructure, software deployment technologies, and user management interfaces I ensured the smooth operation of all IT hardware by providing onsite support and implementing efficient configuration management practices.

In addition, I served as an administrator in SAP, handling user access management across all IT systems. This included maintaining user profiles, managing security roles and permissions, and ensuring compliance with data protection regulations.

Key responsibilities included:

• Managing and maintaining the IT infrastructure, including servers, network devices, and storage systems, to ensure optimal performance, availability, and security.
• Overseeing software deployment projects, ensuring timely and efficient rollouts, and coordinating with stakeholders to minimize disruptions and maximize user adoption.
• Providing comprehensive support for end-users, troubleshooting hardware and software issues, and implementing solutions to enhance user experience and productivity.
• Taking charge of user access management, including provisioning and removal of accounts, managing security roles and permissions, and enforcing IT policies and procedures.
• Implementing ITIL frameworks and practices to improve service delivery, incident management, and problem resolution, ensuring compliance with industry standards and regulations.
• Managing vendor relationships, including contract negotiation, performance monitoring, and ensuring service level agreements are met.
• Keeping abreast of technological advancements and industry trends, evaluating their potential impact on the organization, and making recommendations for technology adoption or enhancements.

I played a crucial role in optimizing IT systems and processes, driving user satisfaction, and aligning IT strategies with business objectives.

As a Technical Support Engineer, I provided 1st Line and 2nd Line technical and network problem resolution to end-users, offering customized diagnosis and guiding them through step-by-step solutions. I excelled in identifying and resolving issues, utilizing data analysis to draw conclusions and make informed decisions. With strong analytical and problem-solving skills, I efficiently addressed technical challenges, ensuring minimal downtime and maximum productivity. I communicated technical information effectively to non-technical users, simplifying complex concepts and providing clear instructions. In summary, I delivered comprehensive technical support to end-users, employing analytical thinking, effective problem-solving, and clear communication.

As a Network Manager in a secondary school, I played a vital role in managing ICT and Data services. With expertise in Microsoft servers, active directory, networking, and phone systems, I provided essential support to staff and pupils. I oversaw the school's network infrastructure, supporting over 1,000 end users and ensuring a seamless IT experience for all.

As a Technical Advisor, my role involved providing guidance to customers on the installation and repair of technical equipment. I effectively troubleshooted malfunctions and inconsistencies in technical systems, ensuring their optimal performance.

I conducted annual servicing on customer workstations, addressing various technical issues such as troubleshooting, virus removal and prevention, data recovery, and backup. This comprehensive support helped customers maintain the reliability and security of their systems.

In addition to technical support, I played a sales-targeted role, delivering exceptional customer service and consistently exceeding targets. I successfully promoted cross-sales of products and insurance warranties, showcasing a track record of sales excellence and exceptional customer engagement.