Serena SBM is a JML , hardware/software, folder access requests and incident management tool. In addition to my existing role, I have taken on the application and support role where by duties include Being the first point of contact for any issues relating to Starter/Leaver, Folder Access, Hardware/Software queries Coordinate updates to workflows and deployment of all new changes Assist Serena Project Manager with backend issues, specifically notification log services and SBM configurator Liaise with end users and department managers to address issues and improvements and then work alongside vendors to resolve these Process Documentation License management DPS (in-house software for Sales, Rights, Finance and Formats) Work with business users to meet their requirements and resolve issues through coordination with the DPS Support Team. Assist DPS Support Team with administrative support e.g. creating new DPS users, password

Reporting directly to the IT Project Manager and Head of Operations, my role consists of:• Sole on-site support and escalation point for telecoms issues for all Fremantle stakeholderso Act as the intermediary between the business and our 3rd party service providero Managing any issues raised by the business o Liaising with the 3rd party provider to investigate, test and resolve issues.o Producing resolution documentationo Oversight of all Hardware audits and asset managemento Maintain log of all business assets, including any owners, extension rangeso Use Cisco Identity Service Engine to capture and manage assets by MAC address• Assist with co-ordination of video conferences and AV for global territorieso Troubleshooting/fix and test issues or errors o AV/Video conferencing coordination and supporto Manage all AV/Video conferencing equipment across the businesso Set up, test and support AV during company events• Technical support for all in house meetings, special internal and/or off-site eventso Meeting room installation, cable management and maintenanceo Programme launches and screeningso CEO talks/presentationso Production technical support (ie: Xfactor, BGT, The Apprentice)• Interacting with various business units within Fremantle & 3rd party suppliers (Microfocus, Vodafone, Gamma, Ultima Business Solutions ) in order to ensure effective resolution of incidents and requests.• Managing and maintaining the entire front end Telephony service. This includes :o Prioritising escalated incidents and service requests to mitigate business impacto Setting up new userso Managing the itemised billing system o Preparing usage reports for senior managerso Conducting firmware updates and releases • Proactively manage agreed service levels for incidents and service requests (Pivotol, Service Now)• Manage Telephony Intranet site