Katie H. Email & Phone Number

Wellington, NZ

Wellington & Wairarapa, New Zealand

Provide management and information technology consulting services to Maven's clients.Currently in progress:- Co-designing change governance and delivery methods and practices that enable effective and successful delivery, provide useful insights and analytics, that inform good governance and decisions.- Improving service management capability to improve.

Wellington & Wairarapa, New Zealand

DRINK GLOBALLYWineseeker is a fine wine shop in the heart of Wellington. We’re 100% independent and locally owned and staffed by enthusiastic wine professionals - we love vines, wines and everything ‘winey.’ We feature artisan and boutique producers from New Zealand and abroad, importing over 100 different French and Spanish wines direct from Europe.

Wellington & Wairarapa, New Zealand

Provide information technology and management consulting advice and services to clients. Sub-contracted to Maven.

Through Maven, I worked with ICT staff to re-design, implement and mature their policies, processes, systems and services. Key accomplishments were:- reviewed the current state and prepared an improvement road map.- recommended changes to the services and operating model and defined new job descriptions and objectives.- supported the recruitment.

Wellington & Wairarapa, New Zealand

• Led the design, development and implementation of the IT Service Management service to support the new implementation of SAP as part of the Enterprise Transformation Programme. This included:
• Developed, implemented, and improved support processes (Incident, Request Fulfilment, Change, Release, Problem, Access, & Service Level Management) used to support users for early life support after three major SAP.
• Working with ICT’s leadership team to identify, recommend and implement opportunities to mature Contact’s ICT capability in IT Service Management;
• Rolled out ITSM processes beyond the SAP teams to include all ICT teams and services;
• Defined and implemented process management capability within ICT’s environment including assisting recruitment & mentoring of appointed Process Owners and Managers;
• Supported the definition and formation of the new ICT Solution Centre function created to formalise the support of SAP and legacy applications as well as provide business analysis and business intelligence services;

Wellington & Wairarapa, New Zealand

Implemented ITIL V3 service management into the Department to standardise and mature service delivery processes and systems that are capable of delivering on current and future customer needs. Key Deliverables and Activities included:- Assessed process maturity against ITIL V3 Process Maturity Framework- Lead the development of a service management vision.

Wellington & Wairarapa, New Zealand

Contracted to assist the All-of-government Operations team in developing and implementing IT Service Management processes and procedures for supporting agencies utilising eGovernment products and services. Contracted to IBM to assist in the development of Configuration Management processes and technology for SSC on the GSN programme.Also assisting the.

Contracted by IBM to develop and implement IT Service Management processes and tools for State Services Commission's Government Shared Network project.

Wellington & Wairarapa, New Zealand

Manage a team responsible for the delivery, support and maintenance of information technology (IT) business applications. Business Solutions provide IT consultancy services in the areas of business analysis, IT systems development, testing, business process analysis, application support and maintenance.

Wellington & Wairarapa, New Zealand

Consultant managing software development and implementation projects for Planwell’s customers. I provided pre-sales and post-sales consulting services in the areas of project management, business analysis, systems design, solutions development, systems integration, systems implementation, report design and development, systems testing, technical training.

Wellington & Wairarapa, New Zealand

Provided consulting services to Workflow's customers on workflow automation software development and deployment projects specialising in Remedy Action Request System applications. Workflow Solutions was puchased by Planwell Technology in February 2002.

San Francisco Bay Area

Managed the teams responsible for implementing contact centre solutions within Aspect's contact centre to improve customer satisfaction. Achievements: Identified needs for tools, process re-engineering, and training for the contact centre staff. Managed staff responsible for: course development, training, project management, and software development. The.

San Francisco Bay Area

Developed and supported contact-centre applications such as: data-directed call routing, data-directed screen synchronisation, staff scheduling monitors, document fax back, and a customer service survey. Achievements: Developed and produced performance metrics, reports, charts, and trend analysis for contact centre management. Automated the production and.

San Francisco Bay Area

Provided first- and second-level technical support to external customers, field technicians, and business consultants in installing, configuring, using, maintaining, and troubleshooting issues on Aspect's products. Provided analysis, consulting, and direction to contact centre analysts and field engineers. Performed testing and technical documentation.

Pgdpl, Information Management

Post Gratudate Diploma in Information Management

Computer Science, Networking & Telecommunications

Continuing education in specialist areas

Bs With Honours: Magna Cum Laude, Information Systems

Bachelors of Science, Magna Cum Laude, Information Systems