Lea Steele

Experience

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  Atos Orgin

  Nov 2004 - Aug 2005

  Service desk analyst

  - Dealing with customers on day to day basis -1st level support to customers as a first point of contact, making sure that the raised incident is the right severity- Managing the inbox (between the group)- Helping customers efficiently making sure I understand the problem and making sure that the customers are satisfied.- In Incident Manager's absence, raising the severity 1 or 2 incident and following it up.- Staff development and training including one to one sessions and quarterly and personal development review.- Helping team leader with organising the rotas for team and with holidays requirements / also involved in interview process when recruiting for team members Kevesebb megjelenítése

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  AT&T Global Services

  Jan 2012 - Apr 2023

  Project Manager / Reactive Problem manager

  - Facilitate post-resolution calls and activities for Severity 1 outages for IT and AT&Ts Hosting and Application Services- Achieve improvements in MTBF (mean time between failures) and MTTR (mean time to restore) for applications- Investigation and follow-up to identify root cause and long-term resolution for the outages is a key component- Technical Meeting Facilitation- Identify problems, analysing and helping to identify the appropriate solution. - Ability to classify and prioritise problems, document their causes Kevesebb megjelenítése

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  Atos Origin

  - Nov 2008

  Incident Manager

  - Responsible for managing all IT severity calls- Ensure all incidents are recorded accurately with correct severity level.- Accurately priorities, based on severity, existing incidents for resolution.- Co-ordinate support Teams to investigate and resolve Incidents within tight deadlines.- Escalate incidents to Service Managers and recurrences to Problem Managers.- Maintain effective liaison with customers to ensure they are up to date with the call status.- Attend meetings and conference calls with customer and Service Managers to review service delivery and ongoing service requirements. -Monitor Incidents and take proactive steps to ensure contracted levels of service are met. - Escalate unsatisfactory situations as defined by each customers documented escalation processes. - Provide training and documentation for the implementation of new projects. - Updating Service level when necessary Kevesebb megjelenítése

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  Atos Origin

  - Nov 2004

  Processing Assistant

  - Data Input, Processing Transactions, deal with periodic timetable, general office duties

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  Barclays Bank

  Aug 2009 - Aug 2011

  IT Service Desk Support Analyst

  - Front line IT support for branches and contact centers, helping end user with day to day queries and raising incidents when necessary- Managing the call queues on day to day basis- Helping customers efficiently, making sure I understand the problem and ensuring that the customers are satisfied- Helping team leader with her duties and helping to train staff, monitoring staff development- Dealing with escalations as the point of contact for the users and providing them with regular updates - Managing (updating) the escalations spread sheets, developing action plans and drive to resolution (always confirming closure with users)- While escalating problems engaging with service mangers, project managers, third party resolution teams Kevesebb megjelenítése

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  Soitron

  - Dec 2011

  Workflow Expert - Test Coordinator

  Leading team of testers - If necessary training testers in new system so they can carry out the test scenarios- Validation and verification of test scenarios- Dealing with any issues during the test scenarios- Escalating problems to a project manager- Chairing and attending voice conferences- Test reporting- Identify all the data migrated and all the modules that will be validated and tested- Identify testers and SPoCs, DL resources, GSD agents, Incident, Problem and Change Managers Kevesebb megjelenítése

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  CNC, a.s.

  Feb 2024 - now

  Service Delivery Manager