A successful ITIL qualified Problem Manager with 8 years experience in managing and resolving complex IT issues, including the delivery and implementation of a new Problem Management process. I am quick to identify the key issues, work with stakeholders to establish root cause and decisive when action is needed. I possess first rate analytical skills, make an impact with colleagues & clients alike and have the strong influencing skills that enable me to build robust and long-lasting relationships with customers, key partners and play a full role in the development of the company/project strategy.In addition to Problem Management I have considerable experience within other areas of IT Service Management, regularly covering the Incident Management, Major Incident Management, Change Management and Knowledge Management roles to maintain a high-level of service quality and giving me a sound understanding of the ITIL framework. Prior to my role as Problem Manager I spent 6 years as a Senior Service Desk Analyst and as Acting Service Support Manager while covering maternity leave.A successful, experienced professional with a strong track record gained in fast moving, customer-facing environments. A self-starter with a can-do attitude, motivated by the success of my team and passionate about the quality of service delivered to my customers. Skills Overview;• Problem Management and problem-solving skills with an analytical mindset • Project Management, coordination, administration, planning and organisation • Excellent knowledge and understanding of IT, Property, Telecoms and Financial industries• Excellent customer service skills developed over a number of roles• Excellent data analysis skills and report preparation and documentation• Excellent communication skills both written and verbal• Excellent motivational skills at all levels• Ability to handle pressure and delivery, within costs, time and quality deadlines• Excellent computer/internet skills, including ITSM tools, MS Office applications and purpose-built systems• Reliability, punctuality and honestyTraining Courses & Qualifications;• BCS Specialist Certificate in Problem Management• ITIL v3 Foundation (ITIL v4 Foundation currently being studied)• Prince 2 Foundation in Project Management• Excel Level 2 & 3• Crystal Reports V11 Intro• Several In-House training courses on various subjects
