Ann Brown Email & Phone Number

Brentford, Middlesex, Gb

Brentford, Middlesex, Gb

Birmingham, West Midlands, Us

Senior role working with Information Manager during the transformation programme and delivery of business needs / processes for corporate systems, I.e. CRM, Document Management, data analysis of key reporting data.

Milton Keynes, Bucks, Gb

Part of the Business Improvement Team on the Crossrail Programme Developed methodology for handling Business Improvement requests. Designed and developed Centralised process portal for Crossrail ProgrammeRequirements capture for Programme resource planner, Programme portal, document management , online programme reporting, business intelligence design

Milton Keynes, Bucks, Gb

Senior Business Analyst on several large Projects. Gathered and documented business requirements for tools to support the new business process. Produced Use cases, business process models, SMART functional and non-functional requirements in DOORS and System Architect. Facilitated user workshops, design sessions and Lessons Learned. Fully conversant with Full project Lifecycle. Used Waterfall and AGILE methodologies. Consulted on new way of working. Mentored Graduates and junior Business Analysts.

London, Gb

In my current assignment I am part of the Remedy Order Management Team. V7.0.1I am responsible for • Workshops to gather User requirements and production of Proof of Concepts,• Overseeing all Remedy designs for the Request management / Order Management system,• Gathering and clarifying end user requirements • Mapping user processes to system processes• Assessing user processes and solution for compliance to ITIL 3, especially for change requests, change management, inventory management.• Providing problem management for major production issues• Performance checking and enhancements for implemented processes and systems• Documenting and designing development standards• Release Management and support for system enhancements • Assessment of existing system for upgrade and deployment on V7.6

Milton Keynes, Bucks, Gb

on new Track Renewals Project. Gathered and documented business requirements for systems to support the new End to End Track Renewals business process. Produced Use cases, business process models, SMART functional and non-functional requirements in Telelogic DOORS and System Architect. Facilitated user workshops and design sessions. Attended User Forums.

Paris, Ile-De-France, Fr

Visit Imerys, every yearMost recently upgraded from ARS 6.3 to 7.1 for both UK and US based servers. Upgraded and redesigned Remedy Helpdesk and Asset System from version 4.0.3 to 5.1.1 and then to 6.3. Implemented a web strategy to utilise new functionality. Implemented French Helpdesk on same server with French web views. Implemented Web based Online Software/Hardware request and New User request, Delete User request.

Hook, Hampshire, Gb

Liaised with Change Manager to define requirements for enhancements to Change management system. Provided Functional Requirement and Technical Requirement document for new Release of bespoke Change Management system. Developed and demonstrated enhancements for new release on ARS 7.0.1

New York, Ny, Us

Provided 3rd Line support on bespoke Client Query tracking System developed on ARS 6.3 / Unix. Also designed, developed and implemented Enhancements and fixes for system. Provided training and technical direction for transition of Remedy Support/Development to new Offshore Remedy team of eight. Architect and Technical Consultant on system enhancements, performance improvements and new requirements.

London, Gb

Developed Interface between Remedy Fault Management System and OH&P system via web methods. Provided 3rd Line support for Colt Remedy Team, and in September 2004 became Support Team Leader, providing day to day management of Colt Remedy support team of eleven. Change Management, Patch Management. Part of Transition Team for outsourcing to INFOSYS. Technical Consultant for Order No. Migration and implementation of Current Revision checking of Orders. Analysis, systems design and development of ad hoc system requirements.Development Lead and Project Manager for Product Tree implementation

Brentford, Middlesex, Gb

Provided Consultancy for migration from Applix helpdesk to Remedy HD 4, with customizations for SmithKline Beecham, and then to consolidate disparate systems within Research and Development for the newly merged GlaxoSmithKline organization. Designed and Implemented a full DSO Solution

Frankfurt Am Main, Hessen, De

Joined Deutsche as Global Change Manager in 1997, and took responsibility for developing a global policy and process for change management. In designing these, An extensive knowledge of Remedy was required in order to allow a smooth transition to an all-electronic process as development progressed.As a result of my Remedy knowledge, I was also asked to take responsibility for all workflow development within the investment banking area of Deutsche, encompassing Problem Management, Service Request, Change Management, Asset and Incident Reporting.Participated in the design of a number of processes as part of the global restructuring of Investment Banking IT Infrastructure. This included Problem Management and Project Management in addition to owning the Change process in its entirety.

New York, Ny, Us

Roughly half way through my time at Merrill, I was appointed European Service Centre Manager, with responsibility for Service Desk, Service Request Admin, Voice Technicians, Adds, Moves & Changes and Remedy development. This entailed managing approximately forty five staff. During this period, managed the rollout of 13 Remedy based applications including:Problem Management Software Release External Client ServicesService Request Bug Tracking Facilities Help DeskOrder Processing Incident Reporting Event ManagementAsset Management Change ManagementSkills were also used in a number of areas, such as process design, outsourcing teams, and bid management Responsible for designing the Multiple Queue Meridian ACD, and MAX reporting utilised by the Service Centre.

New York, Ny, Us

Asked to join the Remedy Technical Advisory Council, run by Remedy in California.Initially employed to take responsibility for developing a Problem Management workflow for the bank's London support organisation, which was developed from scratch, as it was necessary to mirror the internal process flow. It was here that much my Remedy knowledge was gained, given the eventual number of processes that I was responsible for automating

Auckland, New Zealand, Nz

Responsible for implementing a support organisation in an immature and rapidly developing environment. This presented many difficulties such as budget constraint, lack of clear process and absence of IT strategy. Wrote the network server strategy for Sky, which was successfully implemented.An innovative approach to technology was clearly demonstrated by the implementation of a bulletin board system for the publication of programme listings, which still in use. By implementing a simple, yet effective solution, savings of approximately £250K annually were achieved.

as the Network Controller. Designed and implemented a national network of Novell servers with locations in Leeds, Newcastle and London. It encompassed WAN, LAN and server design, including the integration of Unix based servers.Due to the immaturity of much of the available technology, it was necessary to build a new team to provide the necessary skills to support the technology as it was rolled out.

London, England, Gb

Starting in the central Buying Department, Moved into a technology role, having been asked by management to establish the Information Centre in London. Responsibilities included desktop support, network support, training, implementation of new applications and design.E:\jpm\Annres5JH2.doc Printed 8:25

Civil Engineering

Physics, Chemistry, O-Levels And A-Levels

Primary School