Experience

PrettyLittleThing.com

• United Kingdom
• Retail Apparel and Fashion
• 400 - 500 Employee

• PMO Analyst

  • Oct 2019 - Present

  PMO Analyst in fast paced software development department using Agile principles. PMO Analyst in fast paced software development department using Agile principles.



Vodafone

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Configuration and Capacity Manager

  • Aug 2015 - Oct 2019

  • Dual role for an external customer managing the Configuration Management Database (CMDB) • Liaise with other stakeholders to keep a fluent data flow with the objection of keeping the CMDB as accurate as possible.• Assist project teams with the upgrade / decommissioning of configuration items within the account.• Led an Agile project to revamp the whole of Vodafone’s dedicated CMDB’s into a standardized structure with common goals of automated end of life/end of support dates.• Use lifecycle management to highlight configuration items that are close to end of support, work with the customer along with internal stakeholders to have these upgraded or highlighted as a risk.• Manage regular audits of the estate to maintain optimum accuracy of the CMDB.• Managing the onboarding of new customers into a dedicated configuration management point of view, including analyzing the scope available to develop a CMDB for a customer from scratch that can be fully managed and audited for accuracy.• Assess the customer’s estate and capacity volumes providing recommendations where necessary for upgrades to be implemented using trend & forecasting.• Produce a monthly capacity report to be presented to the customer in face to face presentation, this will highlight problematic and high performing sites.• Statistical & Root Cause Analysis of customer incidents assisting with the diagnosis and resolution of performance related incidents.• Attend customer site on a weekly basis to sit with their network team to go over any technical queries.• Assist service manager on customer site at a monthly service review, during which I conduct a configuration and capacity presentation.• Manage and host the department’s CSI and RISK register calls, this includes tracking to closure & assisting colleagues to resolve issues where necessary.• Trained new colleagues joining the team in either capacity management, configuration management or a combination of the two.

• Customer Service Specialist

  • Aug 2003 - Sep 2015

  • One year as first line analyst being the liaison from the company to the customer, during which time first line diagnostics would be provided and management of incidents from creation to closure.• 2 years dedicated to Alliance & Leicester customer account, became ITIL qualified and used this to be the contact for ongoing changes and reporting on problem tickets. Organizing basic asset register, while keeping hosting and WAN documentation up to date.• 3 years dedicated to Marks & Spencer account, managing incidents for the whole M&S infrastructure, WAN, LAN, Voice, Hosting and more. Being an overnight contact for ongoing changes and reporting to change management the outcomes. Performing router diagnostics for both incidents and ongoing maintenance. • 5 years working on an out of hours desk combining all of the above alongside obtaining a broad horizon of all customers by using CMDB’s and asset registers to retrieve information. Becoming specialized with several customers and being a central point of contact to service managers.



Reality Group LTD

• Manchester, United Kingdom

• Technical Support Specialist

  • Jul 2001 - Aug 2003

  • Provide initial diagnostics on incidents with first time fix where possible. • Be the liaison for the customer and third parties. • Own individual incidents and manage to resolution. • Provide initial diagnostics on incidents with first time fix where possible. • Be the liaison for the customer and third parties. • Own individual incidents and manage to resolution.