Sharon Potter Email and Phone Number

Responsible for accuracy of various Customers' data within the CMDB/CMS with utilisation of validated external sources, via logical audits conducted quarterly in line with Annual Baseline production. Oversight of Daily Exception Reporting and responsibility for Metrics deriving from that process for monthly reporting. Maintenance of Config Management Runbook, Customer-oriented Work instructions and Service Management Plan for each account. Production of monthly Service Management Report for consumption by customer based Service Management Team. Collection of, and amendments to, Service Entitlement data for Computer System Class CIs. Oversight of the Rejected CI Process in conjunction with Unauthorised Change Process. Creation and maintenance of Service Impact Models. Identification and management of any tooling issues via liaison with required support team. Service Tooling Testing if required. Monthly Service Review with Service Management Team on customer accounts. Responsibility for workstack re normal BAU process and ad-hoc Technical Requests with close liaison and support of Analyst(s) aligned to the Accounts responsible for.

maintenance, updating and reporting from the Asset Management databases / Configuration Management databases (CMDB). IT Hardware assets

Software Management administration – database administration using Altiris Notification Server, updating of calls via Remedy Helpdesk, software deployment via Altiris Deployment Console and, documenting proof of purchase for audit purposes – both hard and soft copy, regular software usage compliancy checks and reporting. Software audit reports including monthly spotchecks on servers, desktops and laptops. IT Hardware Asset Management via Altiris Notification server (this includes 3G Cards, RSA Tokens as well as Desktops, Servers, laptops, Blackberrys, etc.Purchasing via Spendwise (in-house system adapted from Oracle) – all services and hardware/software/consumables required by the IT Department. Checking available budget before purchasing and reporting back on any shortfalls to appropriate cost centre manager and finance contact. Ad hoc recharge reporting for items purchased for Cost Centres outside of the IT Department. Contract database administration using Altiris Notification Server, liaison with Group Legal Department re filing/archiving of documentation. Reporting on contract end-dates to aid timely renewals and contract negotiations. Ad hoc travel arrangements as required. Setting up of internal & external meetings including room bookings. Procedure documentation creation and updating as required. Invoice checking and processing using Oracle system ( 2003 – 2004). Responsible for Monthly Telecoms Billing Recharges – ADSL, Blackberry, Mobiles and iPass (laptop dialup service) charges - reporting back to business on the recharges made and highlighting of high or abnormal spend to Head of Technical Services (2003 – 2007). Production of mobile phone call and blackberry usage reports as required by the business (2003 – 2007)IT Helpdesk Administrator - (Temporary Position) 2002 - 2003

· Responsible for timesheet, expense and billing records resulting in invoice preparation and dispatch for up to 30 members of staff using BAAN application. Ordering of hardware for team use ­ laptops, mobiles etc and asset management of devices utilising Access 97 in-house built application. Personnel record updating using SAP HR and Creation and updating of security passes using Axiom. Diary keeping and meeting set-ups for 2 Associate Directors as well as travel arrangements for team/division staff as required · Two year cover for Project Management and Quality Assurance Teams (10-12 members) including Database administration (Access 97 in-house built application) for Project Management Library and 1 year cover for Financial Division ­ 30 members of staff Ad hoc secretarial support for Personnel Consultant, Pensions Administrator and Facilities Manager for 2 year period

· Diary keeping for Operations Manager, secretarial duties for Operations Manager, Pension Administration and Finance Teams and expense processing for above mentioned teams. UK and International travel arrangements for Operations Manager, Pension Administration, Finance and Audit teams. BUPA administration and production of training manuals for subsidiary companies. Cover for Managing Directors' Secretary when out of office/on annual leave and reception cover duties as required

Local Government Team· Reporting to two associate directors ­ ad hoc duties as well as regular production and binding of reports, presentations, proposals and questionnaires from their respective teams and low level network support duties on Novell Netware including daily backup and archive