Sharon B Email & Phone Number

London, England, United Kingdom

Operational management of IT & Facilities Service Desk and team of 12.

Slough, England, United Kingdom

IT Support to Partners, Project Managers, SAP /AI Consultants, Architect & Marketing.

Slough, England, United Kingdom

Berkshire, Maidenhead Uk

Married.Drivers LicenseSAP, CRMHTML, JavaScriptActive DirectoryExchange & SQL ServerTime & Queue ManagementMS VisioMS StudioIT OperationsWellnessAnimalsNatureTravel

South Africa - West Rand, Woodmead, Gauteng

Asset Rotations for Deloitte AfricaDell, IBM Lenovo, HP Laptop and Desktop Upgrades.Helpdesk - Heat Call Log Creation, Management, Closure, SLA Performance & MeasurementQuality Control - ChecklistsSoftware Installations & UpgradesHardware DiagnosticsData BackupsSkype for Business, Phone, Email Internal Client LiaisonOneNote Database- Client Assets Information ~~~~~~~~~~~~~SAP GUI & Portal Testing SAP Transactional Code Quality AssuranceSAP Purchase Requisitions~~~~~~~~~~~~~SAP CRMSAP Phoenix

South Africa - Randpark Ridge, Roodepoort, Gauteng

• Report to the CEO and Project Manager delivering a complete support function implementing all new business/IT/Customer projects, giving business and IT technical / customer consultation advice and support to achieve results and new business and maintain partnerships• Research/Establishment of Business Plan for Corporate/Private, and demarcation for Local Authorities/ Government Sectors• Research/Establishment of Corporate and Service Product Branding, Budget Costing’s, Case Studies• Research/Establishment of SMMEs Business, Finance Skills Information and services for support and training• Responsible for Managing Training and Development also training implementation for the T-Portal Information Management Services Management System.• Responsible for all User Account set-up/modification, Training of Super Users, Train the Trainer / Representatives for Call Centres, Satellite Offices, Corporates, Public, Government organizations, all SMMEs, and IT support of IT products and services, including in-house user training and support• Responsible for Organization PowerPoint Presentations creation to target New Business, promote organization and product services• Responsible for Contractor / New Employee Inductions and Training• Responsible for creation of SMME Information Business Skills Pack to enlighten, coach and support SMMEs towards bridging the business gap with their knowledge and understanding, for improved effectiveness and higher productivity in their roles towards the economy and business.

Uk - Essex

• Offering one-on-one advice and skills-training to unemployed persons to enable them to get back into the work force: ° Offering a counselling/mentoring service ° Helping to build self-confidence° Providing training to learn new skills° Teaching job application skills including how to fill in applications and what information to detail ° Assessing where barriers are to getting a job and helping people understand how to move beyond them• Performing to KPI targets: ° Customer service targets: feedback given through paperwork and surveys° Productivity targets: performance monitored each day° Offload targets: how many customers successfully re-enter the work-force• Manages a team of 4 and facilitates weekly team meetings to discuss any issues or problems arising and identify solutions• Ensuring team awareness and compliance with health & safety regulations Achievements• Currently meeting all targets: customer service target at 91%, productivity target at 88%, offload target at 85%• 4th in the District and 18th on the London performance scorecard• Secured a permanent position for a challenging client: provided counselling, training and work placements to identify to the client their skill set and potential

• Supervised the Information and Communication Technology services for the PICT department, providing advice and support on IT system, products and services to the House of Lords and Commons MPs, peers and staff in UK national, 35 offices• Managed team of 24 service desk analysts: supported and trained the team, and recruited new staff• Acted as point of contact between customers and service providers• Team managed 1,500 network accounts: providing resolutions for all calls receivedAchievements• Service desk was awarded the Help Desk Institute Award in 2008 and 90% of first call resolution with fixes

Uk, West London

• Helpdesk Advisor for all health, safety and security information: received queries and distributed advice both internally and externally• Responsible for web co-ordination: maintenance, testing, performance, usability, training and support• Logged IT 3rd line calls with 3rd party help desk for resolution and responsible for all 1st-2nd line IT queries and support• Supported department of 150 internal staff and trained staff to use department’s IT packages and online HSS products/services• Successfully supported an ICT team of 4 who became the most respected service delivery team within the company due to their excellent service• Modernised Intranet content in first year and ensured regular updates were made following the overhaul• Went through mobile integration: conducted research on mobile technology, presented results and trained staff on final product deployed

Professional Management/Teaching/Business/It Technical Qualifications, Computer/Information Technology Administration And Management

Activities and Societies: Microsoft, Institute Leadership Management, South African Group, Christian Rambling Association

Matric, 1983 - 1987

Activities and Societies: Sports, academics and volunteer activities.