Jessica Gioia Email & Phone Number

City Of London, England, United Kingdom

Edinburgh, United Kingdom

The role involves managing a small team of Application Support analysts who provide first and second line support to internal users of the Bright Grey customer and policy management systems. This involves having good knowledge of the system infrastructure and components, managing resource and work queues, setting risk controls and processes and identifying risk events, as well as prioritising defect fixes and changes, setting reporting metrics and delivering reports, and feeding into project processes.

Edinburgh, United Kingdom

As lead analyst in an application support team I was responsible for managing the production support analysts' workflow pickup, ensuring that work in the work queue was picked up promptly. I was also the key contact point for major incidents, coordinating the team's efforts and reporting of the event. I took delegated tasks from the team lead, including monthly reporting. I also inducted new team members, setting their training schedule and mentoring them.

Regular deputy stage manager for the amateur charitable company Edinburgh Music Theatre since 2007, in addition to occasional positions with other local companies including Edinburgh Grand Opera. Also serving as board member for Edinburgh Music Theatre and Edinburgh Grand Opera.

Edinburgh, United Kingdom

Providing support to internal users to resolve their application issues encountered with the Bright Grey customer and policy management systems, interacting with technical teams to resolve network and infrastructure issues. The role involved record keeping, tracking incidents within the incident management system as well as identifying, logging and tracking defects. Basic database querying skills were learnt on the job, for use on SQL and Oracle databases, as well as knowledge of the applications in use and the system infrastructure.

Edinburgh, United Kingdom

The role involved speaking to financial advisers, taking their request for group pension quotes. I redesigned the quotation form which we used to notate their requests, and the form is still in use today.

Leeds, United Kingdom

Role involved being support to a life protection sales manager, making telephone calls to his sales contacts, maintaining the relationship with them or bringing them back onto his sales panel, and keeping them up-to-date on the status of pipeline life protection applications. Was also trained as a mortgage underwriter.

Mobile

Business Consultant working on implementing a Siebel CRM system within the Scottish Provident life assurance company. The role included user-acceptance testing, discovering business requirements to help tune the design to their needs, writing training materials, visiting regional offices to deliver on-site presentations to launch the product with them, and provide training to sales and support staff. Offices supported included Glasgow, Reading, Leeds, St Albans, Manchester and Birmingham.

Diploma In Stage Management And Technical Theatre, Theatre/Theater, Diploma

Education record