Yohanna A. Email & Phone Number

London Area, United Kingdom

• Team leader, mentor, influencer and coach to a passionate and talented globally diverse team.
• Leading a global team of 13 members (Singapore, Shanghai, Oslo, London, New York) supporting over 630 staff globally who manage over USD1.4 trillion, by delivering 1st/2nd line technical support, request fulfilment and.
• Steering and harnessing the combined expertise of a global team to deliver IT support through continuous business stakeholder engagement across the organisation.
• Coordinating multiple champion programs with cross-teams in networking, cybersecurity, cloud technologies for Service Desk members to participate in projects and experience different areas of Technology whilst.
• Continuously innovating and simplifying the ITSM processes (incident, request and problem management) to resolving technical challenges. Accountable for ITSM process and respective metrics and performance, while.
• Ensure that the Major Incident process is adhered to by chairing and driving meetings and lessons learned sessions for knowledge sharing in order to increase resiliency and reduce future operational risk.

London Area, United Kingdom

• Awarded the responsibility to establish an inhouse Service Desk and phase out the outsourced Service Desk vendor. The key focus was to ensure business continuation, standardisation of processes, knowledge transfer and.
• Driving for better transparency of legacy hardware and replacement to address software issues and more accurate forecasting for budgeting of hardware.
• Leading a global team (8 members in Oslo, London, and New York) in the delivery of 3 core business services including collaborative solutions (Microsoft 365, Teams, SharePoint), ITSM and management of hardware clients.
• Continue to strengthen relationships with key stakeholders across the business focusing on the service of the Service Desk whilst reviewing the hardware offered to the business.
• Holding daily team meetings during the covid lockdown, to connect with team members, improve knowledge transfer and assessment of ServiceNOW incidents and requests to the business in remote working.
• Driving better cross department collaboration with the other Technology and Support teams.

London Area, United Kingdom

• Decommissioning the M: shared drive and legacy office file servers. Utilising my previous experience, confident leadership skills and excellent communication skills to lead a group of champions to restructure and.
• Engage with the business and create awareness of new features and efficient tools by communicating “tech tips” intranet posts.
• System Manager and solution delivery: SharePoint, Teams, Excel, Nintex

London, United Kingdom

• Awarded the responsibility to migrate all M-Files (metadata document management system) files and shared drives to SharePoint as part of the absorption of NBREM into NBIM. This involved methodically engaging with team.
• Awarded the technical lead to gather requirements, design and support the new Intranet. Business requirements were gathered during workshops with the stakeholders capturing both quantitative and qualitative data to.
• Business Analysis initiatives to better understand the business and technical requirements.
• System Manager: M-Files, SharePoint, Teams, Office 365. This involved access management, requirements gathering and designing of the solution, and training.

London, United Kingdom

• Designing a unified folder structure for the real estate investments to standardise the documentation for the acquisition, assess management and disposal stages of an asset's lifecycle. Collaborating across multiple.
• Improving user adoption of M-Files - document management. Provided companywide training to improve user adoption, by focusing on “Saving, Sharing, Searching” files.
• System Manager: M-Files, SharePoint, Teams, Office 365. This involved access management, requirements gathering and designing of the solution, and training.

London, United Kingdom

• Designed, tested and deployed the Outlook and Googlemail to Salesforce integration utilising RIVA (cloud CRM integration) for 230 users across British Land and its subsidiary. I built on my previous experience of.
• Awarded by the CIO the role to formulate and propose a solution to migration and promote collaboration using SharePoint for the department of 30 staff members. Being customer service focused, I marketed and.
• Administering user accounts and being one of two primary support experts for Microsoft Dynamics CRM, with almost 200 users across 2 companies using Outlook and Google Mail.
• Training on creating and sending email campaigns using ClickDimensions with Dynamics CRM.
• Arranging staff interviews to better understand the current CRM user adoption in preparation for the replacement of Dynamics CRM with Salesforce in 2016.
• Requirement gathering with British Land staff at various levels, senior management to users. This includes scoping exercises and process analysis workshops.

London, United Kingdom

• I was awarded project responsibility to role out and train over 250 employees in the company on the Mimecast (email archive) solution.
• Delivered proposals to the IT Managers outlining core benefits of an MDM (Mobile Device Management) solution to manage corporate iPads. This highlighted key benefits of increasing the efficiency of the Technical.
• Revisiting and strengthening British Land’s relationship with the mobile and 3G vendor by outlining the requirements of British Land and guaranteeing their full support.
• Promoted as lead consultant to support the Luxembourg and Paris offices, providing remote support as well as office visits.

• Responsible for client networks (Financial and Hedge Fund Companies) in maintaining and supporting all network, server, desktop and mobile devices within set deadlines.
• Consulted with vendors in order to provide IT solutions for clients and communicated benefits to the development of the business in utilising new technologies.
• Confidently provided support in all aspects of servers and desktops to numerous client IT infrastructures whilst completing regular server updates and maintenance to Symantec Backup Exec, AD file and print, Exchange.
• Documenting all technical changes made to the client’s IT infrastructure (network, server and PC) whilst communicating information in simple and succinct terms.
• Presales exposure in promoting and implementing IT solutions in response to their business needs. This includes server and desktop upgrades, and maintenance of the Cisco switches and monitoring Internet connectivity.
• Provided personal training and step-by-step documentation to staff and CEOs on IT procedures with respect to using Remote VPN applications, wireless unites and MS applications.

• Provisioning of CISCO routers for all new DSL, SHDSL, PSTN, VPN client connections.
• Resolving 1st and 2nd level network faults escalated from the Helpdesk Team.
• Assisted the General Manager in complex tasks such as reporting and correcting any client connections that required improvement to the service provided.
• Liaised with the sales representatives providing technical information with respect to proposals for client networks.
• Training of new staff with respect to technical procedures in provisioning CISCO routers for DSL, SHDSL, PSTN and iBurst wireless connections and 2nd Level Engineering Support role.

Executive Mba

Accelerating my leadership and business management experience to empower global teams and organisations.

Mit Sloan Immersion Program, Business Administration And Management, General

The MIT immersion program delivered as part of a module for the Executive MBA at Imperial that included lectures on Innovation ecosystems.

Stanford Immersion Program, Entrepreneurship/Entrepreneurial Studies

The Stanford immersion program delivered as part of a module for the Executive MBA at Imperial that included lectures on entrepreneurship.

Master’S Degree, Business Systems Analysis And Design, Distinction

Computer Science And Technology, Information Technology, Credit Average