Currently working as Technical Analyst within the Education Research and Enterprise Service team which is responsible for maintaining, enhancing and supporting education and research services at the University. Technologies include our virtual learning environment, Moodle, Lecture Capture, video and blog platforms. We work with business users to understand and document problems and requirements, as well as scope service improvements and new services and help develop these through the Service Management lifecycle. We also work with external suppliers to investigate issues and reach successful resolutions.

I was responsible for ensuring the implementation and maturing of robust and consistently applied Problem and CSI processes that underpin the IT support service to staff, students and associates of the College. I served as a lead and escalation point for the entire IT department, supporting and enabling them to provide excellent service.• Using ITIL framework to develop service management processes and standards appropriate to the needs of the College, aligned with IT’s Operating model and strategic direction and objectives.• The delivery and management of process implementation plans and roadmaps.• ITS and Customer (College Stakeholders) requirements gathering in consultation with the affected communities and stakeholders, to ensure processes are appropriately scoped to deliver the benefits required.• Development and delivery of process models that are operationally fit for purpose and support the needs of the department.• Sponsor and drive the development of related tools, and supporting procedures.• Developing organisational change plans, training, hosting process review and improvement forums to ensure wide and consistent adoption, and ensure process maturity.• Enacting BAU Problem Process Management responsibilities such as chairing problem reviews, reviewing and authorising problem closure, reporting on performance within the Problem process.• Enacting BAU CSI Process Management responsibilities such as sponsoring service improvement projects and activities, managing administration of the service improvement pipeline; reviewing and authorising service improvement closure, reporting on performance within the CSI process.• Enacting BAU management and administration of customer facing CSI activity such as satisfaction surveys, processing and reporting customer feedback.• Mentoring and supporting individuals with key process responsibilities across the IT department (e.g. Team leaders with process governance roles).

I was responsible for the design, implementation and running of robust and consistently applied Change and Problem Management processes that underpin the IT support service to staff, students and associates of the College. I serve as a lead and escalation point for the entire IT department, supporting and enabling them to provide excellent service.• Process owner for Change and Problem management• Delivering and managing Change Management, including chairing CAB meetings, managing the Change Spreadsheet• Delivering and managing Problem Management, including production of problem reports, and managing the problem spreadsheet.• Collating, interrogating, updating and reporting on Incident reports for senior management team• Driving new development of tools to improve existing processes• Driving CSI • Training and guidance for members of IT on Change and Problem processes• Delivering presentations, liaising and requirement gathering with stake holders and groups within IT • Trainer for Remedy Incident Management tool for the college• Management cover for head of Management Services which includes running Daily Service Review and Weekly Service Review as well as liaising with senior management team.

• First line support.• Incident management using incident management tool REMEDY.• Creating and modifying accounts on Identity Library Management tool OMADA.• First line fixing using remote tools.• Support and guidance on all IT applications supplied by the college.• Communications with the college when incidents happen through email, web pages, telephones and social media such as twitter.• Deputy incident manager tasks such as liaising with technical teams and third party vendors. Being accountable when the incident manager is not on site.• Training and desktop coaching for members of professional services.• Updating the Knowledge Base.

As senior Information Assistant the role was to support staff and students who were using the library. Main duties were:• Single point of contact for IT and Library related queries.• Bibliographic and E- learning information retrieval.• Fixing and maintain student computing.• Support with personal laptops and mobiles.• Support and help for student printing.• Referrals to technical teams using incident management tool REMEDY.• Creating and modifying accounts on Identity Library Management tool OMADA.

Here I led a successful and close-knit team which allowed me to build management skills. My main duties were:• Dealing with and responding to the needs of the customer and where necessary handling and resolving complaints• Taking responsibility of the smooth operation of the store• Responsible for all aspects of financial management including budgeting and forecasting• Ordering, maintaining and controlling stock levels• Training, coaching and management of staff; such as health & safety, development plans and appraisals• Successfully managing the recruitment process of Saturday and part time staff