Danielle W. Email & Phone Number

Southampton, England, Gb

• Operational Risk Representative for IT (Europe and Asia)• Report Management of Technology KRI’s (Key Risk Indicator)• IT Risk Reporting• Incident Management and Reporting• Providing in-depth analysis of issues and liaison with business to bring to resolution• Providing statistics and business objects/remedy reports for technology• Managed performance reporting for the Technology Business Manager• Remedy Administration• Management of Inventory• Warranty Checks and Asset disposal

• Provided first line support to Europe and Asia users via email, phone and remote access (approximately 1,500 staff across 13 cities / sites)• Processing Joiners, Leavers and Transfers for Europe and Asia• Processing technology purchase requests for all business areas. Personally responsible for entering in £1,082,201.510/ $1,731,522.42 worth of purchase requests through this work period using PeopleSoft eProcurement • Managing Inventory (Replenishment, Receiving and Fulfilment of orders submitted)• Creation/modification/deletion for various applications (examples: IOM/IPM, Gloss, Euclid, Swift, RSA)• BES/BAS administration (Creation/modification of users accounts, adding groups & policies and resetting blackberry passwords)• Active Directory (Folder/File permissions, account creations, account unlocks and password resets)• Lotus Notes / Exchange (Email group administration) and Lync administration• Installation of packaged applications • Remedy Administration (Creation/modification of templates, support groups, product categories and user support accounts)• Warranty Checks and Asset Disposal • Cisco Unified CallManager & Cisco Unity (voicemail) creating voicemail boxes, resets voicemail passwords, adding extension lines and speed dials to users phones and call forwarding. • Assisted in the power down.• Provided additional support on a global level during the business continuity event of Hurricane Sandy. Responsible for logging all tickets out-of-hours to support the US business hours and had to quickly utilize my business knowledge to help staff remote access back into the network.

• Provided first line support to Europe and Asia users via email and phone (internal and external)• Joiners, Leavers and Transfers process• Administration and support of Nexus/G2 for internal and external users• Creation/modification/deletion for various applications (examples: Ulster Bank, RBS, Recon, Euclid, Swift and RSA)• Administrating user sessions in Citrix XenApp this included assisting users with session disconnects and troubleshooting • Active Directory (Folder/File permissions, account creations, account unlocks and password resets)

• Provided first line support to Europe and Asia users via email and phone (internal and external)• Joiners, Leavers and Transfers process• Administration and support of Nexus/G2 for internal and external users• Creation/modification/deletion for various applications (examples: Ulster Bank, RBS, Recon, Euclid, Swift and RSA)• Administrating user sessions in Citrix XenApp this included assisting users with session disconnects and troubleshooting • Active Directory (Folder/File permissions, account creations, account unlocks and password resets)

• Maintaining the schedule of engineers for BAU clients / Consultants.• Booking travel and accommodation• Arranging project installations• Logging requests and faults to the support engineers• Maintain Profit & Loss Information for Projects & Managed Services• Checking timesheets and expenses• Purchasing (including preparation of quotes for clients)• Project Management• Manage Evaluation Requests• Organise Logistics for Projects• Prepare Financial Reports for Finance• Prepare Deal Subs for ad-hoc resources• Manage Processes in accordance with internal procedures and agreed service levels