Experience

CTS

• United Kingdom
• IT Services and IT Consulting
• 100 - 200 Employee

• Head of ITIL Process Governance

  • Apr 2022 - Present

  London, England, United Kingdom

• Change And Release Manager

  • Jun 2021 - Apr 2022

  London Area, United Kingdom



Ensono

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Knowledge & Service Release Manager

  • Jan 2017 - Jun 2021

  Staines, Surrey, United Kingdom Supporting Release Management function: Checking go live work packages uthorising devices into live operations to agreed standards. Attendance at go live meetings as required. Ensuring handover to support teams is carried out where appropriate. Ensuring that solutions delivered into support teams are documented appropriately. Support the creation of scheduled or ad-hoc reports. Reviewing Solution Documents. Liaising with Service Architecture and other departments… Show more Supporting Release Management function: Checking go live work packages uthorising devices into live operations to agreed standards. Attendance at go live meetings as required. Ensuring handover to support teams is carried out where appropriate. Ensuring that solutions delivered into support teams are documented appropriately. Support the creation of scheduled or ad-hoc reports. Reviewing Solution Documents. Liaising with Service Architecture and other departments regarding new Services. Liaising with Service Design on client specific service requirements. Supporting Knowledge Management function: Ensuring the department’s knowledge management process is fit for purpose. Providing continual improvement of the process, tools, and metrics Providing education to departments on the Knowledge process where required. Ensuring that Knowledge presents information professionally with uniform document standards. Ensure confidentiality, integrity, and availability of knowledge and reports. Ensuring accuracy in linked data sources (e.g.CMDB). Assist in Working with the assigned knowledge tool and content owners within the department to improve efficiency across the department. Data Management of CMDB Show less



Attenda

• United Kingdom
• IT Services and IT Consulting
• 1 - 100 Employee

• Knowledge & Release Co-ordinator

  • Feb 2015 - Jan 2017

  Staines-Upon-Thames Supporting Release Management function: Checking go live work packages Authorising servers into operations to agreed standards. Attendance at go live meetings as required. Ensuring handover to support is carried out where appropriate. Ensuring that solutions delivered into support are documented appropriately. Support the creation of scheduled or ad-hoc reports. Supporting Technical Operations Manager – Release in: Reviewing Solution Documents. Liaising with… Show more Supporting Release Management function: Checking go live work packages Authorising servers into operations to agreed standards. Attendance at go live meetings as required. Ensuring handover to support is carried out where appropriate. Ensuring that solutions delivered into support are documented appropriately. Support the creation of scheduled or ad-hoc reports. Supporting Technical Operations Manager – Release in: Reviewing Solution Documents. Liaising with Service Architecture and other CSO departments regarding new Services. Liaising with Service Design on client specific service requirements. Working Technical Operations Manager – Release in: Ensuring the department’s knowledge management process is fit for purpose. Assist in the continual improvement of the process, tools, and metrics Assist in educating departments on the Knowledge process where required. Ensuring that Knowledge presents information professionally with uniform document standards. Ensure confidentiality, integrity, and availability of knowledge and reports. Ensuring accuracy in linked data sources (e.g.CMDB). Assist in Working with the assigned knowledge tool and content owners within the department to improve efficiency across the department.

• Lead Change & Release Analyst

  • Sep 2010 - Feb 2015

  Staines Delivering a reliable and effective Change Management service for all changes that meets service targets and effectively manages risk. Overseeing the day to day function of Change Management Team Providing effective control and policing of Attenda’s Change Management Process. Review of ad hoc successful RFCs and all failed RFCs Supporting the creation of scheduled or ad hoc reports Maintaining staff and Client information within the current tool set, including Client contacts and… Show more Delivering a reliable and effective Change Management service for all changes that meets service targets and effectively manages risk. Overseeing the day to day function of Change Management Team Providing effective control and policing of Attenda’s Change Management Process. Review of ad hoc successful RFCs and all failed RFCs Supporting the creation of scheduled or ad hoc reports Maintaining staff and Client information within the current tool set, including Client contacts and company information updates. Creation and distribution of Maintenance Notifications to Attenda clients. Liaising with Clients, Service Delivery Managers, Network & Security Manager and Commercial Manager to ensure appropriate agreements are in place regarding penetration testing Co-ordinating Risk Approvals and distributing Risk documentation Working with Project Management Team to carrying out tasks in support of the Decommissioning Process. Ensure understanding and compliance with all audited Attenda processes under ITIL. Assist ITIL Process and Tool Owners in the effective implementation of Productivity Improvement initiatives. Forward plan staff rotas to ensure required resource is available at all times Undertaking effective monitoring of individual and team performance in line with Attenda policy and ensure that formal appraisals are undertaken and submitted to HR deadlines. Oversee the implementation of the Go Live Acceptance commitment point in the Solution Implementation process in the absence of the Service Release Manager.



Perform

• Customer Service Team Leader

  • Jul 2010 - Sep 2010

  Feltham Managing staffing levels in order to meet agreed service levels. Dealing and responding to customer enquiries, technical and non technical. Ensuring customer help sites are up to date and regularly reviewed. Providing weekly reports to clients providing analysis of queries received and ongoing recommendations. Monitoring and maintaining issues log regarding our clients website media content. Liaising with Account Managers regarding issues raised and customer complaints / feedback.



Bupa

• United Kingdom
• Hospitals and Health Care
• 700 & Above Employee

• Change Analyst

  • Oct 2005 - Jul 2010

  Staines-Upon-Thames Running AP, AR, GL, Peoplesoft queries into application databases generating scheduled jobs Analysis and interpretation of results following the successful execution of queries Investigating issues within application databases regarding scheduled jobs Creating necessary run controls with Peoplesoft application Providing development and production support for the One Plan Programme, balancing system functionality limitations with the need to deliver quality service to customers… Show more Running AP, AR, GL, Peoplesoft queries into application databases generating scheduled jobs Analysis and interpretation of results following the successful execution of queries Investigating issues within application databases regarding scheduled jobs Creating necessary run controls with Peoplesoft application Providing development and production support for the One Plan Programme, balancing system functionality limitations with the need to deliver quality service to customers. Designing, delivering and evaluating in house training programmes for new members of the team. Requirements elicitation for continuous development and approving principle functionality of the bespoke SWIFT application. Testing new functionality within new system releases and defect management, in addition to regression testing. Designing, delivering and maintaining handover documentation for all aspects of my work for the Production Support teams. Management and maintenance of departmental process maps Management and testing of departmental MOI reports Management of Test Resource - Contractor and Seconded Personnel - Against Programme targets and SLA's.

• Customer Services Advisor / Senior Advisor

  • Sep 2002 - Oct 2005

  Staines-Upon-Thames Providing Customer Care support to Bupa's personal PMI clients Providing experienced product & query support to other advisors within the call centre Undertaking peer reviews and providing additional training Mentored and trained new advisors within the call centre Undertook roles of Senior Advisor as well as a HealthCare Policy Representative Targeting and managing peers against Call Centre targets for productivity and quality, including 121 discussion and call coaching… Show more Providing Customer Care support to Bupa's personal PMI clients Providing experienced product & query support to other advisors within the call centre Undertaking peer reviews and providing additional training Mentored and trained new advisors within the call centre Undertook roles of Senior Advisor as well as a HealthCare Policy Representative Targeting and managing peers against Call Centre targets for productivity and quality, including 121 discussion and call coaching sessions Providing a 'one point of contact' systems support within the Staines call centre



North East Lincolnshire Council

• United Kingdom
• Government Administration
• 700 & Above Employee

• Administration & Finance Officer

  • Oct 1996 - Aug 2002

  Cleethorpes Monitoring, maintenance and reporting of departmental budgets including monthly reconciliation. Processing of orders and invoices for payment. General administration duties, including dealing with incoming and outgoing post, stationary orders and petty cash management. Processing staff payroll details. Management and training of Youth Trainee & Seasonal staff.