Karl Flinter

ITIL-certified Global Technical Support Leader with over 20 years of experience in enhancing operational performance and streamlining application support processes. Demonstrated success in reducing escalations and improving response times through data-driven service enhancements in enterprise environments. Skilled in managing global teams and strengthening SLAs/KPIs while collaborating with Product, Data, and Engineering to stabilize systems and improve user experience.

Technical Specialist Manager at Morningstar (2019-03 – 2025-12)

• Led global support operations across four countries and three continents, supporting three major proprietary financial applications.
• Reduced case escalations by 35% year-over-year and 11% in 2024 by improving triage, SLAs, and first-line empowerment.
• Established global performance metrics, including cost per case and quality trends, enabling data-driven decision-making.
• Implemented and governed the Major Incident and release triage process, improving response and resolution times.
• Created 25+ troubleshooting guides, workflows, and SOPs to enhance knowledge management, and support onboarding.

CSS Technical Lead at SDL (2017-08 – 2018-11)

• Oversaw performance optimization for Nasuni Hybrid Cloud Solution, enhancing system reliability.
• Achieved 50% reduction in file replication time and 70% boost in folder creation time through system tuning.
• Reduced internal support queue volume by 80% in two months via process redesign and enhanced documentation.
• Led and mentored a technical support team of 14 members across multiple locations.
• Identified and resolved complex permissions issues, preventing high-severity escalations.

Senior 2nd Line Technical Analyst / 2nd Line Team at Action for Children (2011-08 – 2017-02)

• Reduced second-line escalations by 20% through KPI creation and improved triage workflows.
• Served as Problem Manager, driving RCA, KEDB improvements, and ITIL-aligned policies and procedures.
• Mentored support analysts, enabling successful progression into 3rd-line and infrastructure roles.
• Seconded to a 10-month hardware/software lifecycle project, managing deployment and end-user adoption.
• Improved departmental operational maturity by enhancing documentation, processes, and proactive issue tracking.

IT Field Engineer at MCSP (2011-02 – 2011-08)

• Delivered onsite support for enterprise customers, including hardware, software, and connectivity troubleshooting.

Helpdesk Analyst at Auriga Taxi Systems (2008-04 – 2010-12)

• Supported bespoke taxi management software; executed system updates and managed 1st–2nd line escalations.

Network Technician at Central London (2006-04 – 2008-04)

• Managed WAN/LAN troubleshooting, device configuration, and network stability in a shift-based environment.