Experience

• 

  Thomas cook group plc

  Jul 1990 - Oct 2019

  Supporting the Service Management team in the delivery of core service management capabilities, including Major Incident Management, Problem Management, Service Transition, Service Reporting and Business StakeholdersResponsibilities included:-• Producing the reporting requirements, managing the risk and issue logs and providing updates on incident and problem resolutions.• Analysing trending of incidents to highlight patterns and areas of concern• Coordination of actions associated with root cause analysis to prevent recurrence• Creating and maintaining real-time Dashboards to consolidate multiple complex reports into one view to support the introduction of new services whilst in Early Life to help identify any risks / issues.• Creating and maintaining real-time Dashboards to demonstrate vendor performance against agreed SLA’s and KPI’s to identify any breaches or areas of concern for future improvements.• Producing weekly service management report packs that show the team’s performance against our in-house Incidents and Problem SLA’s and KPI’s for onward distribution to senior management and business stakeholders.• Maintaining our in-house community on O365 Sharepoint with the latest Job Aids and reference material• Monitoring vendors incident and problem tickets to ensure they are being driven to resolution• Maintaining our key business stakeholders contact details to ensure that Major Incident notifications are sent correctly via email and SMS• Populating draft MIR’s with timelines associated with P1 incidents in readiness for hand over to Service Managers for completion• Part of ‘Wellness Team’ to help encourage wellness and good mental health, across the Thomas Cook business. Show less Part of a team delivering low cost, standard and repeatable IT requests across 21k+ Thomas Cook group employees including those based in the UK, Central and Northern Europe, using BMC Remedy Incident ModuleResponsibilities included:● Initial assessment and verification against the agreed Service Catalogue● Manually processing requests between a number of strategic third-party suppliers (Vodafone, Wipro, HCL, IBM, AWS, Rackspace).● Checking and signing off automated service requests● Communicating progress to customers● Resolving blockers and issues with the case exchange of tickets between Thomas Cook Incident Module and vendor tooling● User acceptance testing the automation of service requests● Coordinating requests that exceeded the vendor’s thresholds (i.e. multiple desktop installations). ● Reporting on performance against KPI’s Show less Managed a team of 16 consultants that were responsible for providing support to our Retail network of over 750 stores. This involves hardware, software and procedural issues relating to a variety of systems within our business• Staff rostering• Managerial reports and statistics• Coaching, 1-2-1s, Performance Reviews• Training - delivering and creation of support documentation• Regular Service Review meetings with third party supplies.• Responsible for the delivery of new software and hardware systems to the team prior to roll out to the network.• Out of Hours On Call Support for Major Incidents for Retail Stores Show less

  • IT Service Analyst

    Jul 2017 - Oct 2019

  • IT Service Request Anaylst

    Nov 2016 - Jul 2017

  • Application Support Executive

    Nov 2011 - Nov 2016

  • Help Desk Support Manager

    Feb 2002 - Nov 2011

  • Help Desk Consultant

    Jul 1990 - Feb 2002
• 

  Ideal world ltd

  Jul 2020 - Feb 2023

  Employed for Maternity Cover

  • Ecommerce Coordinator

    Feb 2022 - Feb 2023

  • Online Marketplace Co-Ordinator

    Feb 2021 - Mar 2022

  • Business Information Lead

    Jul 2020 - Feb 2021
• 

  Insite energy

  Sept 2023 - now

  Onboarding coordinator