Zarik Ghaney

WORK HISTORY

EDUCATION

SKILLS

ABOUT ZARIK GHANEY

Significant Career Achievements:Rackspace:• Achievement of 2 major global awards in 2018 (noted in the awards section of my profile).• Customer migration project across ITSM Toolsets.• Implementation of new telephony solution across the site for multiple teams.• Development of Management information metrics.• Implementation of new major incident process.• New process implementation and alignment locally and globally.Siemens:• Welsh Contact Centre Forum Team Leader of the year 2009 finalist.Regional Service Desk Manager at Datapipe Europe (Formerly Adapt):• Successful implementation of E-bonding across ServiceNow for the incident process with Atos, resulting in direct instant visibility and interaction of tickets between organisations on differing ServiceNow platforms.• Successfully passing ISO27001, IS09001 and PCI auditing for the incident and problem processes.• Leading Global and Major Incidents for the UK including the production of major incident reports.• Integration of the Operational Bridge toolset and processes from Adapt to Datapipe.• Continual development and improvement of the available knowledge base.Atos (Welsh Government account):• As the Service Desk Team Leader not failing a client-facing incident KPI during my tenure, which carried heavy financial penalties and breach clauses to the contract in place.• Overhauling the request process that had been implemented and inputting a unique process which resulted in request KPI’s being achieved.• Defect management for the entire estate of approximately users during the account transformation to move away from Server 2003. Interacting with high-level senior stakeholders.Cablecom:• Cost-saving of approximately per year by the removal of a third party contact desk and absorbing the function within headquarters.• Successfully assisting the vendor manager and passing the ISO9001 audit for the operation.• Successfully planning and forecasting for the peak customer traffic during peak season. This led to tripling the workforce a month before the peak. Numerous challenges needed to be overcome such as office space, hardware, recruitment and process management. This resulted in an improvement in abandon rates compared to previous years.