Rochelle Mclaughlin Email & Phone Number

New Zealand

Looking after all our NZ accounts and some Aus. Understanding how each business is operating and where they are heading and what initiatives they may have. Providing solutions to the initiatives and problems they are trying to solve.

New Zealand

Same position as all other consultant roles

Christchurch

Technical Account Management and iSM Technical Team Management - Managing multiple large New Zealand sites with their implementation of Cherwell and VMware Service Manager and their Service Management practices, policies and processes. Also managing the pool of iSM Technical Consultants and their capabilities. Responsibilities include:-• Identical Consultant responsibilities as previous role at Delta Software as well as new Team Leader responsibilities that are listed below• Lead the Integrated Service Management consulting team for client project deliverables, to ensure deliverables are met to client satisfaction; this includes monitoring that they have the ability to deliver our services e.g. appropriate training and mentoring• Adopt a new Service Management product (Cherwell Service Manager, CSM (August 2012)) and ensure technical team have the training and capability to manage CSM implementation projects• Resource planning for all Service Management projects• Train and mentor Service Management service desk resource (VSM and CSM support) and act as escalation point for any P1 calls• Produce training documentation for CSM (as none existed) and deliver this training Achievements:-Adopted a new Service Management product (Cherwell) and ensured the technical team were capable to begin implementing it. Delivered multiple large-scale lucrative projects on time and on budget with measurable outcomes.Consulted in the capacity of a Change Manager operationally for one of our clients, improving the % of successful changes. I also designed and implemented change models that reflected the current business process and OLA’s that can measure their outsourcer’s performance.

I am a Technical Consultant responsible for several large New Zealand sites. This role includes presales, business analysis, technical/functional design (including process design), implementations, customisations, training, ongoing support and overall relationship and project management.The Pre and post-sales technical support component includes pre-sales meetings, defining solutions, writing proposals and delivering solutions with measurable outcomes.I have managed and delivered multiple, lucrative and successful Implementation projects on budget and on time. They have been centred mainly around ITIL methodology, which focuses on best practise Service Management processes. I have contributed significantly to our customer’s ongoing service improvement programmes and likewise, to our internal programme, continuously improving operational performance.I have also contracted in the capacity of a Change Manager at one of our customer sites, ensuring Change implementations had minimal negative impact on the organization.

Change Manager consulting at CCC on behalf of Delta Software. Fulfilled this position in between recruitment for a new Change Manager.Improved Change Management process in current Service Management tool (Infra).

Whilst managing a team of four, I was responsible for implementing a Quality Assurance framework/strategies across the business. As an integral part of this, designing, implementing and executing software test plans for functional, regression and integration testing, was a fundamental process. Our team was responsible for designing/writing and ‘performing’ test plans. We also continuously investigated ways/means to improve the product’s quality. Each major release of infra underwent comprehensive ‘black box’ testing based on these test plans alongside performance and cross platform testing.I reduced the overall identification of bugs in post production software releases along with changing the philosophy of the company on testing by adopting a ‘company-wide’ approach, whereby everyone is involved in the testing process. I improved the stability of the product and reduced the number of reoccurring incidents by implementing a process to keep all test plans up to date with known errors from one release to the next.I also conducted interviews, staff appraisals, trained new QA staff members, carried out team meetings to review procedures and ascertain ways to improve them. Presented updates on our departments results at company meetings.infraActive Japanese VersionInfra was planning to expand into the Japanese market. I was appointed as the project manager, developing a double-byte version of infraActive in Japanese. This involved investigating the technical requirements as well as localising and translating the software from English to Japanese, which consisted of HTML, Jscript and Delphi controls. I also performed user interface testing on the Japanese translated version and resolved any bugs. Mid 2002, I employed a professional Japanese translator to verify and translate the remaining parts of the software and to demo the software to prospective partners. I continued to provide technical support to prospective partners in Japan.

Sydney Area, Australia And Adelaide

Administered and developed the Helpdesk Management database which comprised of over 7000 customer’s call information. Produced strategic reports for senior management for assessment of such areas as Support Officer’s performance, Business Units requiring predominant support, ongoing problem types that necessitate additional support, support expenditure, etc.Focussed on automation of periodic reporting by maintaining/amending macros using VB. Ensured consistent data reliability. Improved the training of new staff to safeguard ongoing data stability.Continued to improve existing processes by investigating and implementing the full functional potential of Infra (Helpdesk System). Acted as central point / helpdesk response for any problems associated with Infra, liasing with all parties involved in the resolution process ensuring resolution. Analysed problems and implemented fixes to prevent reoccurrence.Assisted in revamping the helpdesk reference intranet site to reflect the new business structure and facilitated problem management with overflow.

London, United Kingdom

Ensured data integrity and accuracy within the main IT Resourcing Database. The Access database contained concise staff details for this large IT Company of over 800 members.Responsible for updating the database with staff movements, verifying data and consolidating and analysing this data for management reports. Co-ordinating data maintenance process between all functional areas. Evaluating issues and errors regarding data quality and process failures and resolving recurring problems. Database development into design and functionality. Developed and trained new staff.Produced confidential financial MI reports for various departments. These reports were used for finance recharging purposes, target headcount, budget, and costs analysis. Ensured overall data integrity, designed specific Access queries/consistency checks. Identified and resolved problematic issues. Improved the development, design and function of this database.Reporting AnalystAnalysed and produced IT reports for the directors of a 700 person IT Programme. Monitored and reported on programme plans, financial progress, IT development stages, change control process and human resource statistics. Consolidated information for detailed reports through advanced spreadsheet development. Extremely tight deadlines with high workloads to achieve quick analysis, consolidation and production of reports. Continuously improved reporting processes achieving quicker and more accurate production of reports.

Education record

Ba, Japanese

Itil Foundation Bridge (V3)

Business Systems Analysis

Bachelor'S Degree, Japanese

Bachelor Of Arts (B.A.), Itil V2 Foundations

Information Technology

Post Graduate, Business

Activities and Societies: Infra Admin and Operator training