Laura Dennis

Experience

• 

  Various

  Jan 2002 - Oct 2005

  Temporary Assignments

  Various temporary assignments undertaken.Full details available upon request.

• 

  Tiscali

  Oct 2005 - May 2008

  B2B Technical Associate

  * Identification of firmware incompatability issues between Huawei routers & Tiscali exchange equipment. This resulted in Huawei rolling out firmware updates that in turn resolved almost 200 aged Incidents.* TCP/IP Support.* General Help Desk duties.

• 

  Computacenter

  May 2008 - now

  Product Owner of voice platform and automatons for our global service desk* Design and implementation of iIVR Active Directory Password reset solution* Presentation of business cases to secure funding for innovation of my products* Supporting our pre-sales teams to ensure that our offerings remain attractive and competitive* Using my knowledge of the Service Desk tooling and processes to support transitions where customers have bespoke requirements to enable us to to fulfil these in the best possible way* Creation and maintenence of Service Catalogue documentation, release notes, and product road map* Building relationships within the Service Sesk community Show less

  • Senior Technology Consultant

    Jan 2024 - now

  • Senior Service Specialist - Service Desk Strategy

    Sept 2021 - Dec 2023

  • Service Desk Product Owner

    Jan 2021 - Sept 2021

  • Service Architect

    Aug 2020 - Dec 2020

  • Business Change Lead

    Jan 2020 - Aug 2020

  • Tooling Governance Consultant

    Jul 2018 - Jan 2020

  • Senior Business Analyst

    Mar 2016 - Jun 2018

  • Business Analyst

    Dec 2011 - Feb 2016

  • Project Co-ordinator (secondment)

    Aug 2011 - Nov 2011

  • Incident Manager

    Feb 2009 - Jul 2011

  • First Line Analyst & OOHs Major Incident Manager

    May 2008 - Feb 2009