Sarah Dawson Email & Phone Number

Bristol, United Kingdom

Bristol

Responsible for the day to day delivery of a 24 x 7 application support & maintenance services, including project enhancements for both commercial and secure clients. Successfully managed high-performance teams located across multiple sites and geographical locations with diverse skills, covering a range of technologies. Accountable for ensuring client systems remain operational for extremely performance and customer-focused businesses.

Bristol, United Kingdom

Directly responsible for assisting in the management and support of a team of 14 staff, located at multiple sites in the UK, leveraged across multiple accounts. The role included:• Incident Management; ensuring tickets were processed and actioned within SLA by the team. • Management of minor enhancement delivery and budgets.• Transitioning in new applications / clients to the team.Additionally, appointed as the Configuration Management lead within the team, conducting regular audits, ensuring standards were being met and adhered, ensuring successful completion of both CSC internal quality audits and external audits such as CMMI and SSAE16.

Bristol, United Kingdom

Performed the role as queue manager / assignor assessor, acting as first point of contact / escalation for supported applications. Directly responsible for the introduction of new processes to increase team performance against SLA. Working alongside the Quality team I deployed processes and created team assets enabling us to gain certification as a Global High Performance Team.

Bristol, United Kingdom

Responsible for the processing of business support requests and third party support contract renewals for the Production Services Director. I managed all requests for new hardware and software ensuring correct project funding and budgets were in place. Coordinating build, delivery and installation of hardware within required timescales, managing iT Third Party Contract renewals including both software and hardware.