Leading a team of business analysts working across a portfolio of group projects. The role includes a mixture of support as well as taking an active lead in eliciting and documenting requirements.I have worked on projects across various business areas and technology as a business analyst. During the last 3 years I have primarily focussed on People Technology which included being the lead BA on a successful implementation of SuccessFactors (Recruitment, Onboarding, Employee Central… Show more Leading a team of business analysts working across a portfolio of group projects. The role includes a mixture of support as well as taking an active lead in eliciting and documenting requirements.I have worked on projects across various business areas and technology as a business analyst. During the last 3 years I have primarily focussed on People Technology which included being the lead BA on a successful implementation of SuccessFactors (Recruitment, Onboarding, Employee Central, Compensation and Employee Central Payroll) across our UK and Canada businesses. Show less

Working in the Technology Change Delivery team, primarily focused on corporate and back-office projects but also working on a number of retail focused projects. Projects I have worked have included both Commercial-of-the-Shelf (COTS) solutions as well as in-house developed applications.

One of 4 team leaders managing day to day operations of a busy service desk supporting retail, corporate and supply chain operations. Providing line management of up to 10 analysts (Permanent and contract employee‘s), covering development and performance management. Being a point of escalation for internal customers where they feel the service has been unsatisfactory. This requires a calm and professional response to handle the initial contact, as well as organisation and communication… Show more One of 4 team leaders managing day to day operations of a busy service desk supporting retail, corporate and supply chain operations. Providing line management of up to 10 analysts (Permanent and contract employee‘s), covering development and performance management. Being a point of escalation for internal customers where they feel the service has been unsatisfactory. This requires a calm and professional response to handle the initial contact, as well as organisation and communication skills to work with the relevant teams to resolve the issues. Work with Service Acceptance team to make sure the Service Desk is ready to support new services. Show less

Managing onshore and offshore resources to provide 3rd line application support for corporate legacy applications, in line with agreed service levels. This role required an understanding of end to end systems from both a business and technical perspective. This allowed me to work with the technical teams to improve both operational support, and to make sure that changes being developed achieved the business requirements. During this role I managed numerous minor changes, including initial… Show more Managing onshore and offshore resources to provide 3rd line application support for corporate legacy applications, in line with agreed service levels. This role required an understanding of end to end systems from both a business and technical perspective. This allowed me to work with the technical teams to improve both operational support, and to make sure that changes being developed achieved the business requirements. During this role I managed numerous minor changes, including initial requirements gathering, development, testing and release management. I also managed the team to perform root cause analysis for known problems. This regularly required collaboration with other technical teams to identify the cause of the problem, and to identify the best solution.As part of new projects being implemented SME’s are involved to fully understand any possible impacts as well as take the lead in transitioning any new services into the application support team. This included making sure that new and existing support documentation was accurate and available. Show less

Managed a team of 6 problem analysts through a change in the role of problem management team within Specsavers. As part of this role I reviewed the existing problem management process and updated this to be more business focussed. As part of the team leader role I performed people reviews and also recruited and trained new members of the team.

Providing 2nd line technical support in a busy service desk environment. The role was a combination of both incident and problem management, and included identifying potential problems and performing root cause analysis. For more technically complicated problems working with 3rd line resolver groups to find a solution.

3 month contract providing 1st line support to all police officers and staff in Hampshire

Transferred to HCL during the Skandia outsourcing project under TUPE regulations in Feb 2007

During my time in Skandia I held a number of positions within the service desk providing desktop support for both hardware and software. The last position was working with the 1st line support team as a Senior Service desk Analyst. My role was to bring all the experience I had gathered working in other areas of support and develop the existing team. This consisted of developing their knowledge to achieve 80% first time fix rate. I was also considerably involved in moving the service desk to… Show more During my time in Skandia I held a number of positions within the service desk providing desktop support for both hardware and software. The last position was working with the 1st line support team as a Senior Service desk Analyst. My role was to bring all the experience I had gathered working in other areas of support and develop the existing team. This consisted of developing their knowledge to achieve 80% first time fix rate. I was also considerably involved in moving the service desk to a single point of contact for the UK operations.As part of the outsourcing of IT I was involved in training up the offshore service desk team which included visiting the team in Chennai to perform training. During this time I was also supervising day to day operations in the service desk due to maternity leave cover. Show less

As part of my degree I spent a year placement in the IT Service Desk providing hardware support for the Southampton offices.