Philip DeMonte

A results-oriented IT service and support management professional with proven expertise in both the private and public sector, primarily in the Technical Support, Crisis and Issue Management, End User Management, Services, Partner and Supplier Management, Service Delivery Management, and Training. I havedelivered high SLA’s, OLA’s and other results driving key statistics such as NPS and CSAT to remain high to reduced churn and help deliver an increase in review on product and services.

I have also trained Amazon and other delivery drivers on the software, policies and process to be a successful multi drop delivery driver.

I have also worked for a major supermarket chain as a on line delivery driver, worked in several pizzeria's as a cook and driver. I have also worked in a beer distribution warehouse leading a team of pickers, fork lift drivers, as well as printing of the next day routes using their UNIX system.

Deployment Manager – (Contract) Ministry of Justice UK

April 2025 – Sep 2025

• Ensuring the correct and timely installation of hardware and software associated with the refresh of the Prison Education Service. Responsible for the training of the prison education staff and prisoners of the associated software. This includes the setting up of accounts, password resets, and the functionality of the various options in the software. Additional duties include the decommissioning and redistribution of hardware no longer required by the prison education staff. Resolves escalations, incidents, etc as required.

Oct 2024 to April 2025

• Contracted deliverer of knowledge in the proper usage of processes, tools, and health and safety to multi drop drivers so they can operate correctly and safely.
• Ensures all proper attendance and training documentation is submitted, and attendees complete all required training.
• Assist attendees in the usage of the Disprz, used by Amazon for mobile learning & engagement solution. 
• Operates IT and AV equipment and other relevant software required to deliver the training.
• Resolves issues/problems with smart and apple devices, tablets or any other device used by the attendees.

Nov 2023 to Aug 2024

• Led a field engineering team responsible for build, maintenance, and repair of critical systems, ensuring high standards of service delivery for SCC clients.
• Delivered 1:1’s, hiring interviews, new hire onboarding, training scheduling/training documentation updates, Performance metric preparation/adoption and reviews.
• Managed escalations, resolving high-impact incidents with minimal downtime to clients' operations.
• Ensured Coordination with third-party vendors and suppliers to ensure timely delivery of parts and services, maintaining productive relationships to drive operational efficiency.
• Oversaw project work and field operations ensuring work and documentation completion in compliance with organizational requirements. 

Feb 2022 to Feb 2023

• Acted as the primary point of contact for crisis and issue management for the Stopped Vehicle Detection program used by Highways England.
• Delivered comprehensive problem escalation and root cause analysis for hardware and software issues, ensuring that critical incidents were resolved swiftly.
• Collaborated with partner organizations and suppliers to drive timely resolution of issues and manage software updates, ensuring minimal impact on service delivery.
• Managed change control processes, keeping stakeholders informed of service updates and ensuring seamless integration with the broader program.

Jun 2021 to Dec 2021

• Managed a team of over 30 field-based engineers across London, Luxembourg, and Singapore, overseeing service delivery operations across EMEA/APAC regions.
• Delivered 1:1’s, hiring interviews, new hire onboarding, training scheduling/training documentation updates, performance metric preparation/adoption and EOY reviews.
• Used Power BI dashboard to identify areas of improvement.
• Led issue and crisis management efforts to mitigate service disruptions and ensure consistent support to clients.
• Performed business reviews as required.
• Ensured timesheets, billing, tooling and CRM requirements were meet on a daily, weekly and monthly basis.
• Developed strong relationships with partners and suppliers to ensure the availability of resources and equipment required for optimal service delivery.
• Monitored and enforced KPIs and SLAs across all regions to maintain high-quality service standards.

Jan 2018 to Aug 2020

• Directed end-user service delivery teams across multiple European locations, ensuring all service level agreements (SLAs) were met and exceeded.
• Delivered 1:1’s, hiring interviews, new hire onboarding, training scheduling/training documentation updates, performance metric preparation/adoption for mid-year and EOY reviews.
• Responsible for the purchasing of new workplace products determined by user requirements, based on headcount requirements provided by HR.
• Took charge of crisis management and issue resolution across EMEA, coordinating closely with internal teams and external partners to resolve critical incidents.
• Established and maintained strong relationships with key suppliers and partners, negotiating service agreements and ensuring alignment with company objectives.
• Spearheaded continuous service improvement initiatives that enhanced the overall quality of service across the region.
• Deployed home over 5000 employees during first COVID lockdown, at zero cost to organization.

Jun 2016 to Dec 2017

TUPED from Dell to NTT Data Services 

• Managed desktop support teams in the UK, ROI, and South Africa for Citibank, managing service delivery and ensuring SLA compliance for high-priority users including VIP clients.
• Delivered 1:1’s, hiring interviews, new hire onboarding, training scheduling/training documentation updates, performance metric preparation/adoption for mid-year and EOY reviews.
• Ensured time sheets, to include out of hours work was completed as required.
• Coordinated with third-party suppliers to ensure the availability of key resources and services, maintaining strong communication and fostering positive relationships.
• Managed escalations, including high-profile technical incidents, to ensure prompt resolution and minimal impact on client operations.
• Delivered regular performance reports to stakeholders and recommended improvements to enhance service delivery processes.
• TUPED teams of engineers in London, Johannesburg, Dublin, Belfast and Edinburg from Dell to NTT Data Services

Dec 2003 – May 2016

• Managed critical customer accounts across public and commercial sectors, ensuring service delivery met or exceeded expectations for high-profile clients.
• Handled crisis management and service escalations for major clients such as the London Ambulance Service, Royal Household, NATO, and the Naples-Capodichino International Airport, and other national carriers ensuring issues were resolved swiftly and effectively. This included ensuring service escalations were managed within SLA, providing feedback to engineering on customer requirements post incident/service ticket.
• Supported the sales and services sales by attending customer meetings, which enabled onboarding to be snag free.
• Used Salesforce to document site visits, playbooks, to ensure organizational compliance. 
• Prepared and delivered monthly/quarterly business reviews and reports, to include asset and services information
• Led partner and supplier management efforts, on and offboarding of partners/audits, ensuring timely delivery of services and parts for critical incidents across EMEA regions.
• Acted as the Global Service Delivery Reporting SME, providing visibility into global service operations and contributing to crisis prevention strategies.
• Performed audits on partners to ensure compliance with Dell with Dell standards including training, fulfilment, repairs centers/customer locations, and warehousing.

• European, Middle East and Africa (EMEA) Issue Prevention and Program Manager/Escalation Handling Manager/EMEA Crisis Manager
•  Managed 10 to 20 technical support/business escalations daily. Prepared and trained the EMEA Crisis team to include facilities to ensure a swift activation in the event of major crisis. Worked with the outsourced front-line partner with updates on product or business issues, to include training and legally approved translations as required.
• Customer Support Engineer – Networking, processors, and videoconferencing support in English and Italian
• European, Middle East and Africa (EMEA) Senior Technical Support Engineer – 802.XX products

United States Air Force Civilian 

422 Air Base Squadron RAF Croughton, England

• Roles: Regional Help Desk Manager: Managed Southern England IT support helpdesk manned by USAF personnel.
• Senior Network Analyst – Designed, procured and deployed LAN at RAF Croughton.

• Small Computer Support Center Manager – Managed the work center that was responsible for procurement of desktop devices, repair of devices via 3rd party maintainers, and software/hardware asset management.

• Last active-duty location: RAF Greenham Common Last Position held: Assistant Non-Commissioned Officer in Charge Base Telecommunications Centers/Data Processing Center – Provided daily management to 4 shift supervisors and 24 shift personnel. Supported all operations across the base from supply to air operations, to include in a mobile capacity.

• Oxford Executive Leadership Programme – Saïd Business School, University of Oxford
• Communications/Computer System Operations - Community College of the Air Force – US