Wendy Evans
Hanham,Bristol
Summary
Accomplished IT professional with extensive expertise in people management, performance management, and team leadership. Demonstrates strong communication and relationship management skills, complemented by a robust technical background in Active Directory, Office 365 Administration, and Windows Server environments. Proficient in contract and supplier management, incident and problem management, as well as desktop and laptop deployment. Adept at using ITIL Foundation principles to drive proactive solutions and ensure seamless transitions to business-as-usual operations. Committed to delivering exceptional customer care through logical troubleshooting and attention to detail.
Driven professional with outstanding leadership and communication skills, coupled with deep knowledge of IT systems and project management. Excels in problem-solving and team collaboration, ensuring seamless IT service delivery. Ready to make significant impact in IT Service/Customer Service role.
Offering strong foundation in IT services with focus on delivering quality solutions and improving operational efficiency. Knowledgeable about stakeholder management, team leadership, and problem-solving within tech environments. Ready to use and develop communication, project management, and analytical skills.
Overview
37
37
years of professional experience
1
1
Certification
Work history
IT Service Manager
Forestry England
Bristol
12.2017 - 07.2025
- I was recruited to setup a new Service Desk for Forestry England in preparation for the separation from Scotland (where the current service desk was based).
- Whilst we were migrating customers to our new England domain, I recruited the new team members, trained them and implemented procedures as we took on the support of 1100+ users (this is now at 2100 users) and all equipment.
- To move the current supported processes, I worked with the Scotland IS team and their service desk to ensure all requirements were identified and transitioned smoothly to the new service desk in Bristol.
- Whilst migrating the customers to the new domain there were changes to the way they were working including a move to an Office 365 environment, using OneDrive for their storage and the provision of new mobile phones managed by InTune.
- It was important that we made the move as easy as possible so I identified and worked with the team to create a migration pack along with customer guides for frequently asked questions so customers were able to refer to this for help prior to contacting support.
- I was highly involved with the migration of users and created checks for the engineers completing the work to ensure that the machines, users accounts and all live data was migrated successfully to minimise the impact on both customers and Service Desk.
- Whilst the England migration was ongoing, I implemented procedures for Major Incident Management and Support acceptance for the new services and applications coming into BAU support.
- As a team we are continually looking at service improvement based on the tickets, calls we receive and feedback from customers.
- We have a knowledgebase that all contribute to and share any new problems and fixes.
- Monitoring the tickets fixed by the team enables me to identify training requirements I raise these at our 1 to 1's.
- I feel it's important that the whole team have the information readily available to assist them with their role and anyone new in the role is able to reference this easily to help them quickly into the role.
- During the pandemic the team successfully moved to remote working, assisting our customers to do the same.
- The success of this has enabled the team to primarily work from home and only visiting the office once a week to complete builds and send out equipment requests.
Service Desk Team Leader
Computershare
07.2015 - 12.2017
- In this role I identified service improvements, introduced Best practice for the analysts and reintroduced monthly 1 to 1's.
- I implemented a plan for the team to ensure that the service provided was consistent throughout and that the team remained focussed on providing a high level of customer service.
- I created a training plan for new starters to ensure that the best possible training was provided when we recruited.
- I identified tasks from the 2nd/3rd line support teams that could be moved to the service desk to optimise our first call fix rate, I believe as the first point of contact it is essential that the service desk have the knowledge and experience to fix and resolve as many issues as possible on that initial call.
- In my final year I worked to move the Service Desk to a new 24/7 Global Service Centre being set up in Edinburgh, I worked with HR to create training academy material so all new recruits would have the information and training required for their new role.
Service Desk Analyst
Computershare
10.2014 - 07.2015
- I joined Computershare as a Service Desk analyst, whilst there I identified changes that could be made to improve customer service provided by the team.
- During my time in this role the current team leader moved to a different role, once my probation period had been completed, I was asked to take on the Team Leader role.
IT Service Delivery Team Leader
Helphire Group Plc
10.2011 - 10.2014
- I managed the IT Service Desk and 2nd line engineers' team.
- My team was split across 3 sites in Bath, Newcastle and Manchester.
- After the restructure of the IT department in October I applied for this role.
- Using my past experience as a team leader and having worked in both 1st and 2nd line at Helphire my experience helped me to increase the productivity of the team (when the team numbers had decreased) and organise the way the team worked.
- I was the first point of contact within IT for any escalations and used my experience in customer service to liaise with customers to ensure we were offering the service required for their department's IT needs.
- This role also involved managing third party relationships with suppliers and contracts.
- As the team was split across three sites travel was essential, to discuss employees work progress and ensure the team was working as one.
Infrastructure Support Analyst
Helphire Group Plc
03.2011 - 10.2011
- This was a 2nd line role; I was responsible for deploying desktops, laptops and thin clients to the business and the support of them thereafter.
- My job included the initial build and setup of the desktops and laptops, including encryption, and ensuring that the user had the correct setup to ensure they were able to complete their work.
- I was also highly involved in the training of the 1st line support team who were all new to the role.
- I was chosen to assist in the migration of users to our site network including the support and training of the staff once completed, this incorporated a scanning solution which had been missed in the prerequisites of the project prior to the migration and was business critical to have in place within hours of the migration.
IT Service Desk Analyst
Helphire Group Plc
10.2007 - 03.2011
- Providing 1st line support to the group.
- From the hours of 7.30 am to 20.00 hrs there was continuous IT support for the company.
- My main responsibilities were to ensure the customer interface was operational.
- Whilst I provided 1st line support for our business, I was however in constant communication with our infrastructure teams as well as third party management with our branches and external customer support teams.
- This led onto procurement, 3rd party negotiations, honouring contracts and the management of external accounts.
Physio Assistant (Part-time)
Royal National Hospital for Rheumatic Diseases
09.2006 - 04.2007
- Worked on the Ankylosing Spondylitis Programme.
- Assisting in Hydrotherapy and trained to resuscitate in an emergency.
Service Associate (Part-time)
Cornhill Direct
09.2004 - 07.2006
- This was a part time role working in a call centre maintaining and updating customers policies (car, van and home) ensuring details were accurate and then documented to be sent out to customers.
3rd line, Server Recovery & Remote Team Leader
IBM/Lloyds TSB
01.1999 - 06.2000
- I was recruited to the Remote support team as Team Leader to ensure that calls were managed and fixed within the service level agreement - within 1 week I had reduced the outstanding calls by 80% and had improved customer satisfaction significantly.
- This role also included server recovery; customer meetings and managing a team of 26 to ensure that all knowledge was passed throughout the team and that all calls were resolved and dealt with promptly.
Solution and Project Management
IBM/Lloyds TSB
10.1998 - 01.1999
- This role was introduced to IBM to provide dedicated project managers for projects Lloyds TSB had requested that IBM solution, as this was a newly identified requirement I was asked to pick up this work whilst recruitment was ongoing.
- The main responsibilities were to provide technical solutions for work requested by the Bank and project manage these solutions once proposed.
- This involved working through a backlog of requests.
Prime Technical
IBM/Lloyds TSB
03.1996 - 10.1998
- Worked in a busy IT Desktop support department, as an escalation point for technical and customer issues.
- This role was a team leadership role.
- I was responsible for a number of resources and their performance and had to ensure that the service provided was within the agreed service level.
- In order to achieve this, processes were required for the management of calls and the support required to fix them.
Network Support Engineer
Nuclear Electric PLC
04.1995 - 03.1996
- Chiefly responsible for the configuration and building of servers, and for the administration of server resources.
- I was involved in the design and implementation of 2 IBM OS/2 Lan server networks at the Berkeley Technology Centre offices for 1000+ users.
- This included migrating users of smaller domains and ensuring that all data was transferred to the new site wide network, upgrading and installing workstations for the new domain and the support of the users thereafter.
Helpdesk Engineer
Nuclear Electric PLC
06.1993 - 04.1995
- The IT helpdesk was a team of three supporting 1000+ users at Berkeley Technology Centre.
- This involved software and hardware installations, cabling and problem fixing.
- Support was provided for the IBM Mainframe (VM/EMS) that was located at Berkeley.
Clerical Trainee/Receptionist
CEGB
09.1988 - 06.1993
- I was recruited September 1988 to fill a clerical trainee position within the CEGB.
- This position was for a period of 2 years but I was taken on permanently after 8 months to fill a Receptionist and Customer services role.
Education
BTEC First Certificate - Business and Finance
South Bristol Technical College
GSCE's - Maths, Science, English Language, English Literature, Humanities, Drama & French
Hartcliffe School
Skills
- People Management and Leadership
- Performance Management
- Team Leadership
- Communication
- Relationship Management
- Contract Management
- Supplier Management
- Incident Management
- Problem Management
- Presentation Skills
- Active Directory
- Office 365 Administration
- Windows 7
- Windows 8
- Windows 10
- Windows 11
- Office 2003
- Office 2007
- Office 2010
- Office 2016
- Office 365
- Windows Server 2000
- Windows Server 2003
- Windows Server 2008
- Windows Server 2012
- Exchange
- Voice over IP
- Avaya
- Micollab
- Intune MDM
- Android
- IOS
- JamF
- Desktop Deployment
- Laptop Deployment
- Desktop Encryption
- Bitlocker
- Safeboot
- Becrypt
- OpenVPN
- Aventail
- Footprints
- HP Service Manager
- Autotask
- Windows Server Update Services
- Ultra Call Recording
- LAN Concepts
- Dameware
- VNC Viewer
- Bomgar
- Mailmarshall
- Proofpoint
- Mimecast
- Application Delivery
- VWorkspace
- RightFax
- Bespoke Applications
- Load Balancing
- Terminal Server Farms
- F5 Hardware Technology
- Thin Client Provisioning
- ITIL Foundation
- Logical Troubleshooting
- Proactive
- Software Installation
- MS Office Products
- Good Communication Skills
- Quick Learner
- Attention to Detail
- Procedure Documentation
- Customer Care
- PC Hardware Support
- Supervision
- Leadership
- Project Management
- Solutioning
- Change Management
- Transition to BAU
- Staff Training
Custom
South Bristol Technical College, BTEC First Certificate - Business and Finance, Merit
Affiliations
- I love being outdoors walking my dogs and exploring new places, we have recently bought a motorhome and are enjoying travelling and exploring new places.
Certification
I am ITIL Foundation qualified (version 3)
Timeline
IT Service Manager
Forestry England
12.2017 - 07.2025
Service Desk Team Leader
Computershare
07.2015 - 12.2017
Service Desk Analyst
Computershare
10.2014 - 07.2015
IT Service Delivery Team Leader
Helphire Group Plc
10.2011 - 10.2014
Infrastructure Support Analyst
Helphire Group Plc
03.2011 - 10.2011
IT Service Desk Analyst
Helphire Group Plc
10.2007 - 03.2011
Physio Assistant (Part-time)
Royal National Hospital for Rheumatic Diseases
09.2006 - 04.2007
Service Associate (Part-time)
Cornhill Direct
09.2004 - 07.2006
3rd line, Server Recovery & Remote Team Leader
IBM/Lloyds TSB
01.1999 - 06.2000
Solution and Project Management
IBM/Lloyds TSB
10.1998 - 01.1999
Prime Technical
IBM/Lloyds TSB
03.1996 - 10.1998
Network Support Engineer
Nuclear Electric PLC
04.1995 - 03.1996
Helpdesk Engineer
Nuclear Electric PLC
06.1993 - 04.1995
Clerical Trainee/Receptionist
CEGB
09.1988 - 06.1993
GSCE's - Maths, Science, English Language, English Literature, Humanities, Drama & French
Hartcliffe School
BTEC First Certificate - Business and Finance
South Bristol Technical College
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