Julie Owens

Experience

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  Computacenter

  Aug 2006 - Aug 2010

  Providing support to the service managers, compiling reports, managing the asset list, managing resource and ensuring accurate cross-charging between areas of the business.During my time at ComputaCenter I also held the roles of Incident Manager, Major Incident Manager and First Line Analyst. Major Incident Manager - Sole point of contact for all business critical faults, managing 55+ faults per month.

  • Service Analyst

    Apr 2009 - Aug 2010

  • Major Incident Manager

    Aug 2006 - Apr 2009
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  Valueworks Ltd

  Sept 2010 - Nov 2011

  E-Procurement Coordinator

  Answering calls and emails received by the service desk.Providing guidance to users over the phone on using the Valueworks software.Compiling project cost estimates for my consortium working closely with my Account Manager.Documenting bugs to be sent to the development team.

• 

  Administrate

  Nov 2011 - May 2012

  Customer Service Consultant

  Sole contact for all customer enquiries.Carrying out online training sessions for new userscompiling the help files for the Administrate softwareDocumenting, investigating and prioritising bugs before sending them to the developers for resolution.

• 

  Dacoll Ltd

  Jun 2012 - Oct 2012

  Service Desk Analyst

  Working as part of a small team covering a 24hr service desk.Answering calls and emails for all customer accounts Ensuring all incidents were logged ensuring all details captured.Working 12 hour continental shift pattern.Helping users to complete diagnostics and fixes over the phone.Monitoring servers and performing checks to ensure continuous service.Meeting with clients to discuss and plan out of hours cover for taking on additional services.

• 

  Atos

  Oct 2012 - Mar 2014

  Managing all P1 and P2 (high priority) tickets for our customers ensuring they are resolved within SLA and that all contractual KPIs are met.Working as part of a team of 5 covering 15 accounts.Adhering to ITIL based processes to resolve incidents as quickly as possible.Escalating issues to appropriate areas of the business.Identifying and engaging the correct engineering teams.Documenting and communicating each incident to the stakeholders concerned.Liaising with Service Management to mitigate any issues surrounding how incidents are managed.Identifying any areas for improvement and recommending changes. Show less

  • Incident Manager

    Jul 2013 - Mar 2014

  • Incident and Request Coordinator

    Oct 2012 - Jul 2013
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  UKSA

  Mar 2014 - Feb 2017

  Operations Programmer

  Responsible for the programming and resourcing of all activities (yachting, leisure, water sports, youth development, schools and groups, MCA course streams and water sports career training).Design and management of both yachting and youth training master programmes built in Excel incorporating calculators to check kit availability, avoid double booking of staff, monitor toil earned and used and days off.Liaising with the Sales Team to maximise the number of courses/number of spaces on courses that are available for customers.Arranging additional training for instructors to improve the skill base across permanent and freelance staff. Show less

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  Axios Systems

  Mar 2017 - Aug 2018

  Project Coordinator

  Reporting to the Programme Manager to manage internal and customer projects.Building and reviewing the project team processes as it was a new team and I was the only project coordinator/manager.Chairing weekly meetings with resource teams to keep up to date with all current and future projects.Responsible for maintaining project tracking information and updating stakeholders.Providing a weekly project tracking report to the Programme Manager.Liaising with 3rd parties for scoping meetings, quotations, tenders and project work.Working with all departments globally for their project requirements. Show less

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  Hutchinson Networks

  Aug 2018 - May 2019

  Project Manager

  Working on projects of various sizes from greenfield network installs to one day cabling jobs. Building collaborative working relationships with clients, chairing conference calls, managing resource teams and 3rd parties while identifying risks and opportunities.My role requires me to be flexible, agile and decisive. I am constantly working to improve my knowledge and develop my skills to be an effective project manager.

• 

  Cloudsoft Corporation

  May 2019 - now

  • Senior Delivery Manager

    Apr 2022 - now

  • Senior Project Manager

    Sept 2019 - Apr 2022

  • Project Manager

    May 2019 - Sept 2019