Anna Ridley Email & Phone Number

Newcastle Upon Tyne, United Kingdom

Newcastle Upon Tyne, United Kingdom

Norwich, United Kingdom

My role as a IT Analyst requires me to be the first point of call for over 18,000 internal and external Kier IT users. My main roles and responsibilities include: • Delivered Customer Service that met and often exceeded service level agreements • Provided 1st/2nd Line Support to 18,000 Users, 12,000 Laptop, 4,000 Desktop and 1,600 Servers and 6,000 Mobile Phones. • Escalate Calls when required to Team Lead or Major Incident Manager to ensure corrective action. • Maintain own & team queues to ensure they were effectively managed and prioritised. • Provided regular analysis and customer improvement initiatives to ensure delivery of Continual Service Improvement • Contributed significantly to Knowledge Base System based on customer and technical experience

Newcastle Upon Tyne, United Kingdom

The Balfour Beatty IT Shared Service was created in October of 2012 and began the transition of all IT Services and Support to 1,000 users over to the main hub in Newcastle. Management and analysis of plus the reporting on all incidents and requests into the Service Desk Major Incident Management; coordinating resolver groups, holding bridge calls and organising relevant communications out to the business, ensuring service was restored as soon as possible whilst limiting potential impact. Worked within the IT shared service and 3rd Party Suppliers to improve resolution rates and turnaround times Escalation Management; Owned and managed the resolution of expedited and escalated tickets Effectively coordinated and resolved issues between the outlying business units and the IT Shared Service

Newcastle Upon Tyne, United Kingdom

My role as a technical support engineer involves the troubleshooting, diagnosis and timely resolution of both hardware and software issues, specialising in NetApp storage and virtualisation technologies including Data ONTAP, SnapManager & SnapDrive for multiple platforms, RAID6 and storage performance.I was responsible for addressing the customer’s technical issues through the use of experience, expertise and the vast amount of other resources I have available to me.• Delivered excellent customer support the UK, Hebrew and Nordic Market• Developed excellent troubleshooting, case management and communication skills. Kept the customer up to date with progress and reported any recommendations and/or actions plans directly with them• Actioned appropriate processes and procedures for escalations.

Newcastle Upon Tyne, United Kingdom

Managing the IT Service Desk and two support analysts based in Newcastle and London.Incident, Request and Problem ManagementMajor Incident Management1st, 2nd and 3rd Line support for all Cundall Sites, both UK and InternationalCreation of SLAs, OLA,s and Service CataloguesWeekly and monthly reporting on Service Desk Statistics for managementAdministration and support of Windows XP, Windows 7, Server 2003 and Server 2008 Operating SystemsRoll out of operating systems and application packages using Systems Centre Systems Manager (SCCM)Creating good relationships and building trust with the end user community. This involved starting up frequent site visits to the more remote offices, creating user forums and ensuring excellent customer service at all times.

Newcastle Upon Tyne, Dunfermline Fife

Primary technical support for 3 different sites:· RAS/FAS & MES at Newcastle (Mechanical & Electrical Services) Marine Engineering· Rolls-Royce in Dunfermline· O-Sys in Gateshead (Previously DS-S)I sought to make improvements and save money within IT across the businesses I supported, providing excellent customer service and fault resolution in a timely manner.Main roles & responsibilities include:· Management of local policy and procedures· Management of local hardware, software and maintenance contracts, including software licensing andrenewals· Support of the desktops, printers, servers and network equipment· Managing user accounts using Active Directory· Management of the two local telephone systems in use· Basic user account administration for the AS/400· Liaising with the local businesses ensuring a high level of service is provided at all times.· Call logging and management using HP OpenView.· Project managed the automated resource planning and scheduling system rollout for all shop-floor machinery. This involved defining standard PC,Builds, installing CAT5 cabling and switches and also ensuring connectivity to all locations and installing the relevant operational software for each PC.

Recruited into a short term role to assist in the migration of 35000+ users onto a new Government system. Achieved Basic and Full Security Clearance (BC\SC) and CTC (Counter Terrorism Checked).The work involved signing Official Secrets Act for non disclosure of the work undertaken.in any further detail.

Newcastle Upon Tyne, United Kingdom

To provide IT support services to Newcastle International Airport and some tenants and concessionaires. This involved support of 250 desk and laptop PC’s and 20 Windows 2000/3 servers providing applications from e-mail, flight information systems, fuel management systems for aviation fuel, remote access and web servers. The role also included supporting a single Gigabit backbone, Enterasys network.· Involvement in the migration from Novell Netware 4.11 & 5.0 to Microsoft Windows 2000 environment.· Support of 250 laptop and desktop users running windows 2000/XP and a wide variety of printers and other peripheral devices ensuring high levels of customer satisfaction.· Support of 20 Microsoft Server 2000 Servers running a variety of airport operational programmes to highly demanding service levels.· Owned and drove the implementation of a SAP HR module to 200 users including key HR personnel to demanding project timescales and radically improved the management of HR processes and automated time-management creating an estimated savings of £500,000 annually.- Implemented the AVR2000 fuel management system for SwissPort, on time, within budget and to quality standards.· Responsible for all software licences and the management of them in accordance with FAST (Federation against Software Theft) guidelines and policies.· Led an IT Workpackage as part of the implementation of a Highly Sensitive, Advanced Airport Security System working with Rapiscan, the Airport Security Department and Special Branch.· Responsible for authoring and maintaining the Airport I.T policies and procedures manual and ensuring compliance.· Provided IT training to Airport employees on subjects from basic PC operation to SAP application.· Key point of contact for airport third party suppliers including Croft for all cable installations, BT for ICT services including data services, basic telephony and PABX support.

Uk

British Telecom – Coax to TCP/IP implementationBenfield Motors – Year 2000 ProjectHome Group – HelpDesk Support & Oracle Rollout