Jade Mcmahon Email and Phone Number

I co-ordinate releases to ensure that the integrity of live environments is protected and that the correct components are released. I design release processes from build, through test and defect fixing, to the release of new or changed software into clients environments. I chair meetings to discuss high priority incidents to progress them through to resolution.Monitor the efficiency and effectiveness of the Release Management process across the organisation, and make recommendations for improvement.I work closely with the business and clients to ensure the release process is appropriately documented, communicated and understood. Maintain quality checks on releases and record those that directly or indirectly cause support incidents.I have also had exposure to the Change Process within the company and provide assistance wherever necessary.

Provided verbal and written application support to resolve incidents. I maintained written communication between internal and external customers. I provided regular updates on the progress of outstanding logs. Monitored individual call stack and prioritise individual logs by severity and client. Investigated problems using remote access software and re-created problems on in-house systems. I provide assistance and advice to clients on any skill gaps they had when using the system and provided a high level of customer service to ensure that any problems raised are quickly dealt with and full details of resolution are relayed to the client. I worked towards and passed the Foundation Insurance Test (FIT).

First point of contact for clients. I handled and recorded incoming calls, using call logging software and took ownership of monitoring the achievement of agreed service levels for individual clients. I communicated directly with customers to discuss reported incidents and provided regular updates on key incident resolutions. A key part of my role was to escalate and monitor incident resolutions across different business areas.Responsible for log management of the company’s three high priority clients. Trained in Monarch Software to provide detailed reports to internal managers.