Andrew Whitaker
Lodi,United States
Summary
With over 20 years of experience, I have spearheaded global IT service desk operations, implementing automation and standardizing processes to improve efficiency and reduce call handling time by 40%. Skilled in ITIL, Power BI, network security, and system integration, I have consistently achieved top-quartile service performance and customer satisfaction while leading teams of 30+ professionals.
Overview
28
28
years of professional experience
Work History
Global Service Desk Manager
Parker Hannifin
Hemel Hempstead, United Kingdom
06.2025 - 12.2025
- Led a global team of 30+ IT professionals delivering 24/7 end-user support to 60,000+ employees across EMEA, APAC, and the US, consistently achieving top-quartile service performance and customer satisfaction
- Introduced and adopted automation tools and self-service portals, cutting ticket backlog by 25% and boosting first-call resolution rates
- Standardized ITIL-aligned processes across regions, improving incident response consistency and reducing repeat incidents.
- Identified process improvement and modernization opportunities across the global enterprise primarily through the use of AI and self-service, leading to 40% reduction in call handling time.
EMEA Service Desk Manager
Parker Hannifin
Hemel Hempstead, United Kingdom
04.2021 - 05.2025
- Expanded the EMEA service desk team from 2 to 9 professionals, building a scalable structure to meet growing business needs.
- Elevated the EMEA region to become the highest-performing service desk globally, recognized for SLA compliance and customer satisfaction.
- Designed and launched an Early in Career program for interns and apprentices, creating a pipeline of future IT talent and fostering professional development.
- Migrated global ITSM solution to ServiceNow
Business Intelligence Technical Analyst - Lead
Parker Hannifin
Hemel Hempstead, United Kingdom
01.2018 - 04.2021
- Successfully led the implementation of Power BI across EMEA, standardizing reporting and enabling real-time insights for regional leadership.
- Partnered with cross-functional teams to design interactive dashboards and KPIs, improving visibility into performance trends and operational efficiency
EDI Technical Analyst - Lead
Parker Hannifin
Hemel Hempstead, United Kingdom
02.2017 - 12.2017
- Led a 9-month secondment project to manage the EDI migration of a newly acquired business, ensuring seamless integration into Parker Hannifin's systems.
- Successfully transitioned 40+ customer partnerships from their legacy gateway to the Parker standard solution, maintaining business continuity throughout.
- Overcame complex customer configurations and delivered the migration within a tight timeframe, meeting strategic acquisition goals.
Network Security Analyst
Parker Hannifin
Hemel Hempstead, United Kingdom
08.2007 - 01.2017
- Served as Security Analyst supporting 15,000 users across Europe and Asia Pacific, ensuring robust protection of corporate IT infrastructure.
- Secured and maintained firewall infrastructure, endpoint protection, internet security, vulnerability scanning, and data centre IPS, safeguarding critical systems against evolving threats.
- Led proactive vulnerability assessments and remediation efforts, reducing exposure to high-risk incidents and strengthening compliance posture.
Network Engineer
Vospers Motor House Ltd
05.2002 - 07.2007
IT Support Specialist
MTL
12.1997 - 05.2002
Education
Undergraduate Certificate - International Relations
University of Cambridge
Bachelor of Arts - History & Political Science
University of Maine At Presque Isle
Skills
- ITIL Service Strategy
- Operational efficiency
- People Management / Development
- Team Leadership
- Process optimization
References
References available upon request.
Timeline
Global Service Desk Manager
Parker Hannifin
06.2025 - 12.2025
EMEA Service Desk Manager
Parker Hannifin
04.2021 - 05.2025
Business Intelligence Technical Analyst - Lead
Parker Hannifin
01.2018 - 04.2021
EDI Technical Analyst - Lead
Parker Hannifin
02.2017 - 12.2017
Network Security Analyst
Parker Hannifin
08.2007 - 01.2017
Network Engineer
Vospers Motor House Ltd
05.2002 - 07.2007
IT Support Specialist
MTL
12.1997 - 05.2002
Undergraduate Certificate - International Relations
University of Cambridge
Bachelor of Arts - History & Political Science
University of Maine At Presque Isle