Mark Wooton

Background

About Mark Wooton

I am an ITIL v4 trained, and Certified Agile Service Manager focused on customer service with process improvement in my heart. I am a team player with experience of working with internal teams and external 3rd parties service providers to deliver service and projects using industry standard systems in a fast-paced environment. I have Service Desk and project managerial experience along with Agile DevOps experience and a thorough understanding of Change Management, Release Management, Problem Management, Configuration Management, and Service Management. I have excellent organisational skills with logical, and problem-solving ability, with good presentation skills with a variety of media. Finally, I have a strong technical knowledge of hardware and software systems with experience of project delivery and particular strength in process design and process improvement. IT SKILLS: • ITIL & service desk best practices • Agile concepts and practices including Kanban, Scrum, and Sprints • Management of sprints to develop processes • Process development, improvement, & documentation • Project development & delivery • Windows 10, 11 • Office 365 • VPN, Citrix, Exchange, Active Directory, telephony, Intune • End user support • Application support MANAGEMENT SKILLS: • Presentation and reporting • Instilling Agile thinking and working as a basis of a DevOps culture • Service Desk and Service Centre management • Building & maintaining customer relationships • Communication with senior management, direct team, and customers • Staff training • Documentation acceptance • Collaboration & Adaptability • Strategic planning, prioritisation • Highly organised