Lilly Hedges Email & Phone Number

Valencian Community, Spain

Promoted to the P4 level

Valencia, Valencian Community, Spain

Brindisi, Italy

Manage the operations of the BSC FS and USC teams and assign daily activities to ensure all issues are resolved effective and efficiently. Perform quality checks on logged incident management and Ensure customers from the field and UNHQ contacting the BSC FS and USC are dealt with professionally and efficiently by monitoring email communications, iNeed dashboards, performance reports, SDA reports, Matrix logs, and the call-log system in order to maintain response times in accordance with stipulated SLA targets.Monitor daily activities, Requests for Service, Work Orders, IMs and emails, received in both USC and BSC FS mailboxes, to ensure SLAs are kept within established targets as per SDA, and in case of risk of breach, meet with Team Leads to address issues and find solutions before breaches are reached.• Oversee the execution of assigned user data processing tasks, monitoring the progress and quality of work performed by both teams and, ensure smooth hand-over of work across shifts, and time zones, by managing and coordinating urgent and complicated escalation processes, liaising with focal points for escalation and requests for incidents. • Ensure that service interruptions are dealt with in a timely manner and resolved to satisfaction; developing case escalation processes to ensure free flowing escalation and information to determine root cause of issues and communicate appropriately with customers and Senior Management.• Ensure teams are properly trained on all relevant areas, particularly in preparation of Umoja deployments and ISO20000 certification.

New York, New York

Manage the user support and Business Solutions Centre activities for systems being deployed; Incident management and request fulfillment activities; • Oversee the execution of assigned user data processing tasks, monitoring the progress and quality of work performed by the BSC team and, ensure smooth hand-over of work across shifts, and time zones, by managing and coordinating urgent and complicated escalation processes, liaising with focal points for escalation and requests for incidents; • Ensure that service interruptions are dealt with in a timely manner and resolved to satisfaction; developing case escalation processes to ensure free flowing escalation and information to determine root cause of issues and communicate appropriately with customers.

Brindisi Area, Italy

Information manager for the Office of the Chief of Staff, DPKO/DFS; Technical focal point for OCOS front office for the implementation of the Digital Secretariat initiative, maintaining and ensuring the security and integrity of the digital filing system and record keeping. Assist in the preparation of Compact and related performance assessment for Senior Managers at Headquarters and in Field Missions.Assist the Chief of Staff in defending the budgets for DPKO/DFS before legislative bodies

Greater New York City Area

ICT Projects Coordinator in ICTD, DFS.Special assignments, follow-up actions, liaison with field missions, AFPs and service providers; review documentation, research, analyse and draft correspondence/reports on issues affecting ICT.Prepare/manage the travel and training budget: recommended, coordinated and manage budget and scheduling of technical training courses; prepare budget and administered all official travel; manage conferences/workshops, track costs and expenditures; monitor budget performance and coordinating financial reporting.Focal point for field mission's equipment requirements, issuing, tracking and maintaining equipment and inventory records, mobile office hardware and connectivity issues.ICT Projects Coordinator, researching new technologies and testing new software; draft reports and other written materials on ICT-related issues; assist in the development of office automation programmes; actively participate in the preparation and development of specifications for new systems and enhancements for existing ones; prepare and release equipment and the develop standards, procedures and practices to maintain a stable and effective systems environment. Team lead for projects: planning, implementing and maintaining technology solutions for field missions; collaborated with ICTD senior staff in the creation and maintenance of web-based applications developing technical documentation and training material; feasibility studies for field mission's ICT; liaised with field missions in planning, implementing and maintaining technology solutions.Develop and implement web-based applications in field missions in coordinationwith the team and Chiefs, ICT in field missions.