Katy Murrell Email & Phone Number

Manchester Area, United Kingdom

Crewe, United Kingdom

Currently working on The Ministry of Justice account, Home Office & NCDS account with the responsibility of managing the change management team and customer expectations regarding managed technical change. • Ownership of Change Management processes and contribution to the Continuous Service Improvement Plan.• Building strong and trustworthy working relationships with the customer and service lines.• Management of complaints and escalation through to resolution. • Manage customer SLA’s and deal with any potential failed SLA’s because of change implementing ‘get to green’ plans where required. • Managing the customer needs and expectations while adhering to a defined change process.• Chair Major internal CABS for all Major changes, ensuing all risks and issues are captured making a Go / No Go decision before deploying into live.• Ensuring Major change notifications are issued to internal stakeholders as a result of a planned major change. • Strict governance over all high-profile changes, ensuring these have EXEC CAB approval and all know risk are captured and identified to prevent failure.• Management of internal and customer KPI’s. Manage the internal service acceptance process and work with the relevant teams to ensure successful transfer of service into delivery following the service acceptance process.• Close working relationship with all areas of Service Management.• Managing the day to day activities of the change management staff and their development. • Subject matter expert across the EUCS SIAM transition, I was instrumental in developing the EUCS change process and embedding these into live successfully, training all Atos towers including project leads on multiple customer toolsets which include, USD, Remedy & ServiceNow, creating new process / change documentation and local work instructions to follow SIAM change processes / change lead times• Lead on the knowledge transfer of change management over to Poland.

Responsible for Operational Change Management multiple high profile Government accounts on a leveraged basis which include Ministry of justice, UK Border Agency. Day to day activities include:• Reviewing submitted changes and performing impact and risk assessments. Assisting with the planning and scheduling of changes using the forward schedule of change.• Ensure the change management process is applied to both production and staging environments to minimise failed changes, and protect live services.• Progress changes through the approval process in a timely manner.• A point of escalation for the client and internal teams.• Developed both technical and interpersonal skills and a good working relationship with the business client.• Responsible for the preparation, chairing and minute taking of live CAB, NLE forums and PIR reviews.• Working closely with the Project teams to enable a smooth scheduling and implementation of project changes, providing education and guidance through the change process.• Training new team members.• Representing Atos by attending client meetings/ reviews.• Providing internal and external communications for awareness of forth coming changes.• In addition I also deputise for the team leader providing a point of escalation to the client, third parties and internal groups.• Managing a team of 8 including staffing rota’s, leave organisation, and providing development advice and guidance for individual appraisals.

Crewe, United Kingdom

Incident Manager • I supported multiple high profile Government accounts on a leveraged basis which have included Olympic Delivery Authority/UK Border Agency/Department for Culture, Media and Sport/Highways Agency/VOSA/The Carbon Trust and have full security clearance.• My daily duties included the end to end management of all high priority incidents and escalations, checking the calls are logged and prioritised accurately and the correct business impact has been established to ensure a swift resolution.• I adhere to a strict communications plan for each incident, alerting the customer and Service Management of regular updates via an email distribution list and sending an SMS alert every 30 mins. I chaired voice conferences for technical support teams until the issue is resolved, documenting minutes throughout and following up on outstanding actions.• I maintained an effective relationship with referral teams, Service Management and third parties, escalating existing P3/P4 incidents that have or may fail contracted SLA’s.• I effectively engage with Problem Management once root cause details have been obtained so the Known Error Database (KEDB) can be updated accordingly to abate any future re-occurrences and highlight any incident trends.• I communicated daily with Change Management to make sure I’m kept up to date of any significant user-impacting changes that are scheduled for production environments and alert the Service Desk of this.• I confidently chaired Daily Service Reviews with attendance from Service Management, Change Management, Problem Management and all participating referral teams to discuss any outstanding incidents, changes and problems. • I ensured all support documentation was kept up to date and contributed any service improvements where necessary to senior management.

Crewe, United Kingdom

Atos Crewe First Level Support Analyst - Internal AO Service - UKBA 2005 - 2009 • Supported approximately 12, 000 customers, answering calls in a polite and professional manner and providing advice and guidance to customers when needed.• Applied first time fixes where possible, recording tickets via USD6 call logging system with 100% accuracy and adhering to SLA’s at all times.• Processed various emails and change requests and assisted in the training and development of new employees. • Liaised with third party suppliers to provide additional support when needed and aided referral groups, building a solid relationship internally and externally.• Managed high priority calls during out of hours for weekday and weekend periods. • Taking ownership of difficult calls and seeing these through to resolution, thus providing good customer service.• Created support documents and service improvement suggestions for the team.