Experience

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  Adelphi research global

  Sept 2002 - Jan 2005

  Creative services executive

  Document Production - produce high quality presentation graphics for clients relating to pharmaceutical market/product research and for support of tender submissions. Experienced in both formatting, editing and working with pre-designed company templates with all Microsoft packages.

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  Adelphi research global

  Sept 2005 - Sept 2007

  Operations support executive

  Project Management – schedule, book and track project activities, commission (field agencies/recruiters), interviewers, book locations, arrange briefings, viewings. Record all project activity using dedicated system. Communication – effectively liaise with internal and an external network to ensure good working relationships while maintaining a project deadline. Communicated effectively with people at all levels of an organisation.

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  Astrazeneca

  Nov 2007 - Apr 2008

  Administrator

  Supporting Team Leads with booking travel, cars and calendar coordination.

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  Rocela

  Apr 2008 - May 2014

  •Developed, implemented and maintained the ITIL framework for the client portal, concentrating on the Incident and Problem Management Processes.•Providing KPIs to key stakeholders•Escalation point for internal and external users•Carry out all responsibilities of a Senior License Support Analyst•Create, maintain and publish all training and communication documentation relating to the client’s License and Procurement portal•Presented online client user training globally•Deputising for the Change Manager Show less Carried out day-to-day Software Asset Management tasks as defined within the Service Schedule and client’s Licence & Procurement Policy. Worked with Technical Support Analysts, Product Developers and Service Delivery Manager.Key Responsibilities:• Organise, manage and record all incoming License and Procurement requests from customers• Log, allocate and respond to all queries in accordance with the agreed SLA• Organise and manage both central and personal emails• Maintain all email correspondence using Rocela’ s call logging system - Salesforce• Ensure high quality of data • Execute the software license validation and registration processes• Execute the software license reconciliation and audit processes• Analyse large amounts of complex data.Assisted with the migration of the Microsoft Excel based Requisition Form to web-based application on a SharePoint platform. Delivered and integrated new processes and procedures into day to day activities. Supported both the release and rollout of the new portal globally across all client and internal areas, working to extremely tight timescales with teams based in different locations and time zones. Hosted online user training sessions globally. The user population for the portal is over 100, made of mainly of Project Managers. The project was completed on time and to budget. Show less

  • Incident & Problem Coordinator

    Jan 2013 - May 2014

  • Senior License Support Analyst

    Apr 2008 - Jan 2013
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  Version 1

  May 2014 - now

  Managing the Incident, Problem, Communication and Training for a Software License and Procurement portal both internally within the team and to users globally.Provide regular reporting and statistics, communications and training documentation in line with the client’s License and Procurement Policy and agreed Service Delivery Schedule.Key Responsibilities:• Support the definition of the end to end service and review/maintain areas of responsibility for Change and Service Managers• Provide monthly Incident statistics for use in both internal and customer Service Reviews • Participate in monthly Service Review Meetings where appropriate to provide updates relating to risks, issues and planned activities• Create and maintain RAID log for Change/Incident Issues• Identify and escalate service delivery risks and issues to key stake holders• Support the quarterly software license reconciliation and procurement activities• Plan and provide training for Release or product changes• Provide input to the annual Contract and Service Schedule renewal process• Produce process and procedure documents and conduct training sessions for global offices in order to facilitate the transition roles• Perform Unit Acceptance Testing using ITIL Release Management processes• Deputising for the Change Manager• Deputising for the Team Manager• Carry out the responsibilities of an Incident & Problem CoordinatorDuring 2015 I have been a key resource on a $270,000 Project to transition the service provided to the client back in-house. My main role and responsibilities included creating full functional documentation of existing processes and facilitating all training requirements. I planned and carried out two weeks training onsite in an offshore location. I have worked closely with the Lead Project Manager developing my project reporting, planning and budgeting knowledge and experience. Show less

  • Service Operations Manager

    Jan 2016 - now

  • Service Operations Manager

    May 2014 - Dec 2015