I have taken the last 6 years out of work to help raise my family. It was possible for me to take the opportunity to spend more time in the family home with all 3 of my children, when my youngest was born. This meant that I could better support my Husband pursue his career and be there for my children. I have managed to keep up to date with the latest technology and am conversant in the MS Office suite and most of the social media software. Managing the finances, by utilising MS Excel is something that I take the time to do and enjoy doing. Being the main carer for my 3 children requires me to be organised and have an efficient approach to ensure all tasks are completed when they should be. Now all my children are attending school, and family circumstances allow it, I am ready to get back to work.

 Working in the community, visiting clients in their own homes to assist with their requirements, including personal care, dealing with medication, and helping promote independence within the client’s own home. Reporting back into the office any issues or improvements that can be made. Domiciliary care for vulnerable and elderly people, working independently and as part of a team. Taking clients on social calls; shopping and other activities, as and when required.

 I worked on the IT purchasing part of the Service desk for 4 Years, dealing with requests for IT related software, hardware, and services for approximately 50 business units within the company, supporting around1500 users. Seeing all purchase requests and incidents from the business through from start to completion, via calls or emails logged into the purchasing call queue, using a bespoke service desk software programme. Being involved in the implementation of changes and new procedures for the purchasing process, including the change of supplier utilising the Oracle and SAP application, requiring new training documentation to be created by myself. This being the primary role, I was accountable and was responsible for all purchase requests coming through the Service Desk, improving the agreed SLA currently set at 95% to 98%. Dealing with purchasing escalations that came into the Service Desk by liaising with internal teams and external suppliers to resolve any issues, also getting better prices/ products from suppliers. Ensuring that all calls were logged and that the correct procedures were followed and maintained that all information was correct and up to date. Taking incoming calls from internal users with IT queries/ incidents, as well as purchasing enquiries. Ensuring that calls taken were either resolved (and logged) over the telephone or logged and passed to the corresponding Team. Responsibility for training new staff within the service desk and IT purchasing role. I was also accountable for ensuring that software assets for Adobe and Microsoft licences were added to the asset database and were available to view on the volume licensing website.

National Grid Account Team Leader Co-ordinating a team of up to 80 analysts, within the role of “Duty Team Leader” giving advice and guidance when needed. Leading a Team of 20 analysts, including 6 analysts working on an extended shift pattern, being responsible for 1-2-1’s, training and appraisals with these members of my team. Being responsible for attaining high level Service Desk SLA’s when in the above role of “Duty Team Leader” on a daily basis. Acting as Project Manager for new work coming into the account and seeing through to completion deadlines. Being involved in the transformation project when IT Support was outsourced, having an input on the way systems were implemented into the new desk. Implementing and constructing procedures for the new help desk, then training staff on these measures, looking for improvements and more efficient ways of working. Monitoring call volumes to ensure that the daily Service Level Agreements are met. Creating and controlling the analyst’s and other Team Leaders daily rota each week. High level reporting for the CSS Senior Management Team based on criteria such as call volumes, Individual SLA’s and Performance Statistics. Dealing with escalated customer complaints/ issues, by taking appropriate action and seeing through to completion. Taking part in meetings with third party companies and internal support groups providing input and helping to develop and improve customer service on the help desk. Preparing and conducting analyst performance appraisals for review. Preparing and conducting regular Team briefings, consisting of new developments, and training issues on the help desk and ensuring that the analysts are aware of and understand any new systems which the help desk are going to be supporting. All general Day-to-day Team Leader duties.National Grid Transco - Information Services Helpline AnalystNational Grid Transco - Project Analyst