Mark Dronfield

WORK HISTORY

EDUCATION

SKILLS

ABOUT MARK DRONFIELD

A dynamic, highly motivated, well qualified and results driven ITiL certified IT professional with a strong Technical and Management background. Has a proven track record of customer satisfaction, leading to repeat business and increased revenue streams. My reputation for turning around problematic jobs and making things happen, coupled with my ability to work effectively with customers and staff at all levels has helped me to achieve rapid promotion. Responsible for introducing a cornerstone into several businesses, in the form of an IT Helpdesk.Key Skills• Man Management: Over ten years experience with a pragmatic business focused approach that ensures Business to IT alignment. Team leading, development, mentoring and coaching; budget forecasting and control; collection, consolidation and publication of key performance metrics; provide focus on key issues enabling effective and proactive actions to be taken; identify and minimise risks; develop processes, standards and metrics to maintain effective governance. • Project Management: strong and tenacious in personality with a natural hands-on leadership style, consistently closing out the timely delivery of projects in high-pressure environments. Experience of feasibility, selection, implementation and maintenance phases; has a reputation as someone who delivers. • Communication and Influencing: excellent interpersonal skills adapting to cultural differences as appropriate. Able to establish effective working relationships at all levels, ability to perform presentations to technical and non-technical staff. Able to use technical and business expertise in order to inform, influence and communicate a message. • Personal Passion and Drive: committed to making a difference with the courage to make decisions to achieve results. Always acts with integrity and open to opportunities for self-development, listening to and using all forms of feedback to learn. Adopts a positive outlook with a sense of humour.Specialties: IT Service Management, Contract Negotiation, Team Mentoring, Quality Audits, Help Desk Introduction, Project Management, Process and Procedure analysis. Meeting tight SLA\'s. Customer Service, Customer liaison.