Anna Moran Email & Phone Number

London, United Kingdom

• Cloud Operations Consultant, UNICA Project (Aug 2016 – Present):o Defined and documented the service support modelo ITIL process design (change, configuration, incident, problem)o Integration between global support.

United Kingdom

• Service Integration and Transition Manager, aviation & distribution company, large service take-on and cloud transformation project (Oct 2015 – Aug 2016):o Conducted process and operational maturity assessments on.
• Lead Service Integration Consultant, large government agency, cloud migration project (Oct 2014 – Oct 2015):o Responsible for the integration of processes between ourselves and the customer.o Working with a SIAM model.
• Service Architect, secure government cloud offering (Oct 2013 – Oct 2014):o Successfully designed and implemented the service management framework and processes needed to comply with the PSN and gain IL3 security.
• ITIL v3 Process Designer, internal ISO20000 initiative (Aug 2013 – Oct 2013):o Hosted workshops to identify and define new processes to align with ITIL v3.o Assisting with ISO20000 accreditation.
• Service Management Consultant, managed services customer (Jun 2013 – Aug 2013):o Conducting process maturity assessments.o Providing recommendations for process improvements.o Creation of a management reports and.

Berkshire

• Providing consultancy to wide of range of clients and market sectors on behalf of HP Software Professional Services:
• Implementation Manager, large Bank, global service manager 9 programme (Aug 2012 – Jun 2013):o Responsible for the implementation and adoption of a service manager 9 toolset rollout to 5000 users globally.o Provided.
• Continual Service Improvement Manager, multinational bank, desktop CIP programme (Apr 2012 – Aug 2012):o Successfully designed and implemented a continual service improvement process.o Identified new improvement.
• Lead Service Management Consultant, large government department, cloud and automation programme (Nov 2011 – Apr 2012):o Design and documentation of the service architecture and processes in line with ITIL v3 to support.
• ITIL V3 Process consultant, oil provider, global hosting programme (Aug 2011 – Nov 2011):o Designing and documenting support processes in line with ITIL v3.o Stakeholder workshops lead and co-lead.o Conducting training.

• Responsible for SciSys’ delivery of application support services to a key customer within the public sector. I was also responsible for the delivery of a number of internal services. My duties included the following:
• Managing a team of support analysts.
• Providing consultations, workshop facilitation and assisting customers with developing business requirements.
• Re-defining and documenting support processes in line with ITIL v3.
• Delivering training to internal users and external customers.
• Conducting regular Service review meetings with customers and presenting performance reports, to both customers and internal management.

Customer facing, People management, Project Management & Test Management.

MS SQL Server, VB 6.0, VB.NET, HTML, Javascript, XSLT, ASP, ASP.NET, Linux, Apache, MySQL, PHP

ProspectSoft is a Customer Relationship Management (CRM) software provider. My primary role was to provide support on every aspect of the software such as installation, implementation, reports and querying. I was required to meet agreed service levels which were regularly monitored. Other tasks involved maintenance of database and replication. I also.

Bsc (Hons) Computer Studies, 2:1

(A Levels), Information Technology, Sport Studies, German, Art & Design, General Studies