kelly burrell

Hard working, passionate for processes, and enjoy service delivery and IT management.

Currently have 23 years of service deliver and IT support experience.

Currently support mobile security software products such as workspace one, MaaS360, MobileIron, Checkpoint and Intune, MS Defender with IT security at the front of our priorities.

We also provide call recording and storage support to many major global banks and financial institutes.

Proving a managed service across all products that are generally the same but with mina differences depending on the product and its functionalities.

I manage all customers and suppliers which include monthly service reviews to ensure the customers are receiving and utilizing all of their entitlements which they have bought under the managed service and all suppliers are delivering on their agreements and obligations. I also create and manage any SIP plans where needed.

I also report to the key stakeholders of the business.

We work with a number of partners and channels providing these same services such as Microsoft where we are a gold partner, security partner and have many awards from them, MobileIron, BT/EE, Three Mobile, TRG, VMO2 alongside our own direct customers. All involving large house hold named customers with small, medium and large enterprise estates. Building strong, reputable relationships with Customers, suppliers, stakeholders and channel partners.

I work closely with the service desk training them on ITIL in preparation for their foundation exams, especially covering the main areas in operations such as Incident management, change management, change risk and control and request fulfilment. Delivering workshops on ticket standards, customer service, PeopleSoft skills and looking at where we can use our tools in a smarter way and ensuring we deliver a great customer experience.

I am also 3rd point of escalation for any customer, supplier or partner and am on the management out of hours on call rota which is covered 24/7 365 days a year.

I have created and implemented the ‘Acceptance into Service Process’ which is now used for every new service and every new customer onboarding across the teams within CWSI. This is to ensure there is a smooth transition from Sales, into Projects and then into life for the customer so they have a good experience when moving through the implementation life cycle. This process also ensures what is being sold is what we can support, all pre-requirements have been agreed and the support teams have everything they need to be able to support the customer or service as soon as go live hits. 

The outcome is documented are analyzed regularly to identify common re-occurring gaps where improvements can be made.

I have introduced new processes or amending the ones we have to work on continual improvements.

I have introduced quality checks in both the service desk and in the handover from Sales to Support so the training and processes are being followed.

I work closely with the service delivery managers, account managers and transition managers, stake holders of all levels so we are all on the same page working towards the same goals and are aligned with what our objectives are.

Working closely with Virgin Media O2 (VMO2) they hired me directly within the CWSI/VMO2 partnership.

My role in VMO2 is Service Transition Manager, this role is prior in life manage service, ensuring the project teams are implementing the solution as required, ensuring the customer is kept up to date and has everything they need prior to go live, the support teams have everything they need to be able to support the managed service in life and the stakeholders sign off prior to go live.

The projects, implementations and solutions are all based on managed or unmanaged services, for LAN, WAN, SDWAN, Workspace one, INTUNE, MaaS360, Mobile iron and a few smaller UEM products.

I have also officially trained the VMO2 digital sales teams on selling a managed service and trained a large number of VMO2 Service delivery managers on what a managed service is, what is included, what isn’t and how these can be sold and managed to a high standard for customer excellence.

ITIL certified

A+

10 GCSE's