Developing and maintaining Automation Anywhere software robots

Creating and tweaking Cognos BI Reports for EMEA Service Desk Accounts

Producing a variety of Operations reports for multiple UK based Service Desks, including SLA reports, internal metrics, and Agent performance management. The reports draw on data from the Telephony server, IPC tools, and data warehouses. I have help streamline many of the teams processes through a combination of automating with VBA+SQL, and amending spreadsheet designs to cut out manual steps increasing both accuracy and speed.

Acting as the escalation point for all Severity 1 incidents during a shift (evenings and weekends), engaging the appropriate resolvers on call, and managing customer communications.

Leading a team of DA's to achieve Competency and Geography targets, and guiding them through the processes and tool, and reviewing their work to ensure a high standard is maintained.

The Delivery Analyst role evolved out of Lean Six Sigma to implement the Defect Prevention Process for two accounts. I conducted Parato Analysis on ticket data to identify call drivers, ran investigations to identify the root causes and potential solutions. Process Behaviour Analysis (PBA) was used to track progress over time. Use of PBA's was expended to include tracking SLA and Metric performance.During this time I wrote several Excel VBA reports automating the collection of data form the Avaya telephony server, and Incident Problem Change (IPC) system.

Overhauling the teams Robohelp Knowledge Base, updating procedure and process documentation. Producing reports for the Helpdesk leadership team on Ticket Quality that fed into the teams Performance Management System.

The primary focus of the role was Responding to Major Incidents (MI's, or Severity 1) and potential MI’s to minimise the impact on the client by helping to ensure the incident is dealt with efficiently and effectively, whilst keeping the client and IBM management informed of the current situationThe role also involved writing daily reports for the customer and IBM management about current MI activities, and monthly reports for IBM management that fed into other higher-level reports

Handling End user contacts via telephone and email, fixing issues remotely if possible, or routing the ticket to the appropriate resolver team.

I worked for Cap Gemini Ernst and Young during my industrial placement at University, where I worked primarily as an Incident Manager, monitoring and reporting on calls for an applications team. I also spent some time as a Junior Developer, working with Access and Access VBA, and also testing Lotus Notes applications developed by other team members.