Open to opportunities

Robert Fuller

@robertfuller1

Message

Transition support service desk specialist and junior project manager focused on delivery.

United Kingdom

Message

What I'm looking for

I seek roles combining hands-on service desk leadership and project coordination, with opportunities to improve processes, train teams, and deliver measurable SLA-driven outcomes.

I am a results-driven Transition Support Service Desk Specialist and Junior Project Manager with over 15 years' experience in customer support, project coordination, and hospitality operations.

I deliver first-line technical support, manage incident queues to meet SLAs, and have led initiatives that improved first-time fix rates by 30% while reducing technician dispatches and costs.

I have coordinated infrastructure projects, supported large-scale IT upgrades, managed user lifecycle processes with Active Directory, and contributed to migration and deployment projects within regulated environments.

I am recognised for technical expertise, leadership, training capability, and exceptional customer service, holding active SC Clearance and project management training from University of Telford.

Experience

Work history, roles, and key accomplishments

Current

Service Desk Analyst

Current

SCC MPDS

Oct 2017 - Present (8 years 5 months)

Delivered first-line technical support and transition service desk functions, improved first-time fix rates by 30%, and developed training and knowledge-base content to streamline operations and ensure SLA compliance.

ITSM Remote Support SLA Management Training Incident Management Active Directory

Technical Support Advisor

Convergys

Apr 2017 - Oct 2017 (6 months)

Provided first-line technical support for BT broadband customers, reduced repeat calls by 15% and achieved a 20% upsell conversion rate through needs-based recommendations and accurate fault diagnosis.

Customer Support Broadband Troubleshooting Upselling Customer Satisfaction

Junior Project Manager

Capgemini UK PLC

Jan 2009 - Dec 2015 (6 years 11 months)

Supported delivery of a £25M Heathrow airlines programme and coordinated infrastructure projects up to £500K, maintaining budget controls, risk logs, and stakeholder alignment to ensure on-time delivery.

Project Coordination Budget Management Stakeholder Management Risk Management Infrastructure Documentation

Starter Leaver Movers Manager

Capgemini UK PLC

Jan 2009 - Dec 2015 (6 years 11 months)

Managed user lifecycle processes for the Environment Agency using Active Directory, led leavers process to ensure data protection compliance, and supported G Drive migration to improve data accessibility.

Active Directory User Provisioning Access Management Data Protection SCCM Change Management