Jamie Mullen Email & Phone Number

Cardiff, Wales, United Kingdom

• Working with the IT Project Managers to ensure that key deliverables required to transition a project to the business are identified and tracked to completion.• Undertakes analysis of the business needs to define problem statements and analyse root causes• Builds the foundation for the development effort by capturing the business context - problem, current state, desired future state, objectives, business needs and impacted user groups• Elicits requirements and produce comprehensive Business Requirements, Functional and Non-Functional Requirements, User Requirements and System Requirements• Manages requirements through the project lifecycle by establishing and maintaining agreements between the business and the project team• Establishes traceability of captured requirements to the business outcomes• Engage with stakeholders to ensure that they are kept up to date and that they are bought into the change process.• Identify, define and track the training needs required on Port Systems delivery projects• Identify change management approach that will increase user acceptance and adoption of the system.• Preparing affected business areas for transition to new ways of working• Optimising the timing of the release of project deliverables into business operations• Helping to translate the new system functionality and business processes into a language that an end-user will understand to bring about change.

Cardiff, Wales, United Kingdom

• Work with the Service Desk to facilitate incident & problem resolution.• Work with the business to exploit the benefits from using the various applications and associated hardware and processes.• Manage the various scheduled and un-scheduled updates process, UAT and business processes.• Gathering and structuring business requirements for use of developers and others for enhancements and other changes.• Document change requests and contribute to complete impact assessments.• Helping users understand the technology and if needed work with the training team to provide documentation.• Work with third party resolver groups to resolve issues/incidents.• Work with the Application COE Lead and Third Parties to resolve software bugs.• Keep abreast of system releases, enhancements/new functionality and perform application research.• Participate in release upgrade or new functionality / enhancement assessments and make recommendations. · Perform break/fix analysis and recommend solutions for finance related processes.• Document processes, changes, requirements and progress reports amongst others.• Support integrations between various systems (including Non-SAP & SAP Systems)• Keep up-to-date with developments and trends in the various systems updates, technologies and business processes. This will involve the need for ongoing training and research.

Tempsford, England, United Kingdom

• To support a variety of applications (SupportWorks/ Mobile Iron/ K-Room) across the company’s portfolio on a technical and service management level this included using SSMS /SSIS / Power BI to investigate and create solutions.• To be the ‘Application Owner’ for the ITSM application SupportWorks, this includes managing the servers, licenses, data imports/exports, create support documentation, attend governance meetings, reports and self-service portal. • To be the team technical representative at CAB to review and approve / reject change requests on behalf of our Central Applications team.• Raising change requests for application changes, server changes, license changes to CAB and implementing the required changes.• Monitoring usage of applications assigned and working with the developers / product owners to improve the user experience with the applications.

Toronto, Ontario, Canada

CompuCom are a market leading managed services, technology and consultancy company. Suppling primarily North America based companies with IT Services. My role included the following duties:• Follow all standard operating procedures (SOP) through the effective use of Knowledge management• Provides real-time assistance for Level I and Level I.5 agents.• Review/approve incident escalations and assignments outside of Service Desk. Ensure appropriate documentation and assignment group.• Monitor call lengths to identify those that have exceeded the L1 process time threshold and offer real-time assistance.• Ticket quality - check real-time prior to escalating, team lead has responsibility for performing some spot-level ticket quality assessments.• Review and expedite resolution for ageing tickets ensuring SLA adherence.• Champion for all Knowledge Mgmt. and SOPs (oversee KB usage, ensure support members link knowledge to tickets, flag articles for updates, request new knowledge on-demand + KnowIT contributor role (update/ create knowledge, oversee report metrics to manage knowledge).• Identify and update knowledge management articles as appropriate.• Identify areas for improvements in training, data analysis and processes

Toronto, Ontario, Canada

• Complete data extracts of currently assigned tickets to agents and create pivot tables assessing the number of tickets assigned. Reports are created with pivot tables and graphs detailing the information.• Reassign tickets via 4 different groups to agents based on agent / client availability and agent skill set.• Complete Ticket Quality assessments and reports on ticket criteria incorrectly selected daily.• To create the training material for the account using existing resources such as previous training guides, knowledge base articles, own technical knowledge, etc. Attend conference calls regarding the training material provided to the account with the Training Director to ensure the training material created meets a high standard and develops the agents learning experience.• Create Google Suite Training Programs (Google Form/Slide) for the account to use in scenario based questioning for new-starters and to up-skill existing agents.• To create and maintain Knowledge Base Articles for the account.• To handle Knowledge Base Article flags and requests, these will then be updated accordingly.• Evaluate a sample size of tickets (100+ tickets) and scrub them based on improper use of pending which is completed in weekly reports to the ITSM Account Manager.• To provide assistance with high priority issues and global issues affecting the account. Further investigation is provided to find the root cause of the issue and via Conference calls delivered to Senior Managers to implement a resolution.• To create IMAC tickets as requested by the Field Technician Service Delivery Manager.• To complete advanced troubleshooting on issues that have been raised as complaints and provide a resolution / next steps to resolution.• To create pro-active ticket filters that will highlight any problem areas, trends, etc. that need to be updated or raised to the managers / directors for further investigation.

Toronto, Ontario, Canada

• First point of contact for the end users for all technical issues and service requests.• Provide troubleshooting and technical support via phone, web based tools and email.• Provide voice based and remote technical support to end users for all standard desktop issues.• Responds to queries, run diagnostic programs, isolates problem, determines and implements solutions.• Provide first level technical support through phone, email and chat support (if applicable).• Diagnose and troubleshoot end user desktop application issues and provides appropriate solution.• Resolve Level 1 issues. Elevates complex and/or high priority problems to the appropriate support groups for resolution.• Respond to, and resolves technical end user service and support incidents and requests.• Follow-up with end users to provide status updates as per service level guidelines.• Perform account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets).• Communicate with customers at all levels of technical and non-technical skills sets.• Follow all standard operating procedures (SOP) through the effective use of Knowledge management.• Work collaboratively with people across the organization.• Support for PCs, laptops, printers, cell phones, and tablets etc.• Support end users in their use of applications such as Microsoft Office, ERP, CRM, VPN,• Citrix, and MDM (mobile device management).• Install, modify, and repair computer software.

Cambridge, England, United Kingdom

Scientia are the market leading timetabling software company for Universities/Schools in 32 Countries around the world. My role included the following duties:• Follow and understand industry best practise support methodologies• Take ownership of incidents following them to resolution• Proactively investigating issues reported by clients.• Help maintain knowledge articles and other internal documentation• Meet SLA’s whilst adopting ITIL processes• Attend / conduct customer meetings via Cisco WebEx• Communicate effectively with colleagues inside and outside of the support team• Work with colleagues to ensure excellent customer experience, peer reviews• Triage and resolve requests following ITIL processes.

Swansea, Wales, United Kingdom

Dezrez are the market leading property software company in the UK. My role included the following duties:• Complete weekly Microsoft CRM case audits on each member of the team and score them effectively on the quality measures.• Provides real-time assistance for Level I and Level I.5 agents.• Monitor the callboard for call volumes and possible outages.• If an Outage occurs with a large call volume, to create a Front End Message and begin a bridge conference call with the development engineers.• Monitor the behaviour and wellbeing of my team members.• Conduct bi-weekly meetings with staff for reviews on call quality and • Attend weekly meetings with management (Service Desk Team Leads / Service Desk Managers).• Notify concerns of my Team to the Service Desk Manager (Training of staff members etc.)

Swansea, Wales, United Kingdom

• Communicate with agents from our client base in a courteously and timely manner, in relation to incidents and service requests relevant to them. • Maintain effectiveness on the phone throughout the day, while taking high volume of inbound calls from customers and simultaneously using the computer systems. • Learn and keep up-to-date with a broad range of information including technical product knowledge, systems knowledge, pricing information and performance statistics (e.g. by reading daily e-mail alerts and briefings, checking the intranet).• Provide a high quality service to each customer, adapting the information provided to provide the best solution for each customer.• Resolves Level 1 issues. Elevates complex and/or high priority problems to the appropriate support groups for resolution.• Use the tools available to understand the customers query and provide the best possible solution. • Install the software, upgrading client’s machines to local SQL databases and other technical issues so that the software can run efficiently on their pcs. • Take full ownership of own performance, monitoring own performance statistics and taking action where necessary to achieve a range of targets and KP'Is (e.g. adherence, quality, average handling time, wrap-up time (after call handling time), first time resolution).

Melbourne, Victoria, Australia

I worked at the CBD campus at RMIT, one of Melbourne’s largest universities. My role included the following duties: · To provide advice and support to students regarding general enquiries such as log in details, etc. · To resolve student issues with IT equipment before escalating the issue to an IT Technician· To help the students through the steps of enrolling into their courses whether it’d be further or higher education. · To give out student diaries, information regarding timetabling of courses and directions to their schools. · To produce and certify student identity cards. This would give the student access to the library, etc. · This involved me taking and entering information into the system. Then taking a photo of the student, producing the card and certifying it.