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Work Background
CencoraCMDB Analyst
Aug. 2022 - Jan. 2024United States•Working alongside the project and transition and controls team to ensure consistent and reliable operation of the configuration management database (CMDB)
•Support the integration and migration of the CMDB with other IT Service Management processes.
•Oversee the maintenance and development of CMDB processes and procedures.
•Establish and maintain contact with people within the organisation and external suppliers and work with various stakeholders to ensure the data is entered, used, and updated appropriately.
•Contributing to the development of standard IT configuration management methodologies.
•Collaborate with global colleagues to ensure the CMDB is complete, current, and accurate as well as track and manage progress
Smart PensionITIL Process Specialist & Change Analyst
May. 2022 - Aug. 2022London•Support the ongoing design, documentation, and improvement of ITIL processes across the business.
•Focus on functional requirements, process integration, and configuration of tooling to introduce measurable process, governance, and insightful reporting.
•Provide guidance and direction to IT colleagues who will assist with day-to-day process support activities. •Build strong client relationships which foster a partnering approach to Service Delivery •Lead the creation of ITIL-aligned processes and procedures and transition these into Live Operation
•Oversight of the whole changement management process
•Ensuring changes have been raised correctly via Freshdesk
•Administration of the Smart IT CAB meetings and following up on changes after implementation
•Assisting in the embedding of the change process
Smart PensionConfiguration Analyst
Mar. 2021 - May. 2022London, England, United Kingdom• Working alongside the risk and compliance team.
• Re-engineering existing business processes and providing support to change management
• Assisting with the implementation of risk management and audit controls on projects
• Building Smarts information asset and ensuring this is handled and managed appropriately
• Responsible for the workflow and record-keeping of electronic or hard copy documents for Smart
• Carried out detailed audits, for ISO27001 & SOC2 as well as agreed-upon procedures
• Developed and implemented processes related to document control and management
• Maintaining the information security management system in Smart
• Ability to work under own initiative, take ownership of processes and devise solutions to identify challenges
Foreign and Commonwealth OfficeIT Asset and Configuration Analyst
Aug. 2020 - Mar. 2021London, England Metropolitan Area• Regularly audit, improve, and deploy procedures and working instructions to deliver the services in scope.
• Proficient in Service now
• Manage the service delivery quality and ensures customer satisfaction with reports and follow-up service level metrics and performance standards. • Trusted advisor for the customer through service analysis, process, and procedure improvements.
• Understands customer requirements and design and manage customer expectations.
• Build solid relationships with my key stakeholders overseas and use these relationships as a foundation to ensuring alignment between the community and IT services asset management.
• Develop and promote the value of Asset & Configuration management policies, processes, and procedures within the organization to ensure compliance and reduce risk.
• Review and maintain CMDB (Configuration Management Database) to monitor and manage all devices and assets. • Identify the best use through auditing of database and hardware, cross-checking of servers for relevant devices (e.g., radio's, laptops, mobile data) to meet auditing requirements.
• Manage and maintain the life cycle of devices to include provisioning, repairing, and de-commissioning to ensure the efficient and effective best use of assets.
• DV Lapsed
Foreign and Commonwealth OfficeBusiness and Change analyst
Sep. 2019 - Mar. 2021London, United Kingdom• Assisting and providing support to stakeholders and analysing client’s business requirements and processes • Maintaining records of processes and projects for documentation and assisting in user acceptance testing
• Document analysis, interviews, workshops & workflow analysis and analysing data • Proficient in Jira, Confluence and Visio
• Identifying business trends by utilizing real data, compiling reports, and following up on results
• Partnering with project managers to implement a comprehensive plan for each project.
• Supporting the business change lead in changes of culture, approach, systems, and processes
• Manage and implement change activities for the Program to support the Change Lead and to ensure successful implementation of the program.
• Managing stakeholders, identifying and managing issues and risks relating to stakeholders, and reporting to the Change Lead on the performance of stakeholder management against agreed plans to ensure effective stakeholder engagement and proactive issue resolution.
• Build and maintain strong relationships with internal and external stakeholders to enhance business relationships and project delivery and to understand and manage the impacts of the change and project implementation plan.
• Work collaboratively with all operational business groups to understand current and future state and to ensure business requirements are translated into documentation.
• Execute safety responsibilities, authorities, and accountabilities using PROCSI
Foreign and Commonwealth Office IT Service Desk Analyst & Soc Analyst - 24/7
Feb. 2017 - Sep. 2019London, England, United Kingdom•First point of contact for IT support-related queries •Logging incidents and service requests as well as categorising and prioritising tickets
•Troubleshooting technical queries, raising problems, and identifying any potential problems that could be created with the proposed solution.
•Monitoring IT security systems, and networks for anomalies that could suggest a breach.
•Assisting users by phone, email, or remote access
Reed Business InformationService Desk and Account Management Analyst
Sep. 2016 - Feb. 2017Sutton, United Kingdom• Knowledge of Active Directory and Exchange
• Providing access and account creation within AD • Updating and maintaining access & distro lists • Ensuring company leaver accounts are closed down • Working with Citrix
• Creating user accounts and resetting passwords
Catalyst Housing LimitedIT Service Desk Analyst (1st Line)
Sep. 2015 - Sep. 2016London, United KingdomSingle point of contact for phone calls and emails from staff regarding IT issues and queries
Receiving, logging and managing calls from internal staff via telephone and email
Maintaining an Asset Database and tracking changes
1st line support - troubleshooting of IT related problems from in-house software to hardware, such as mobile phones, laptops, PCs and printer
Active Directory knowledge Creating user accounts, reset passwords, create groups etc.
Dealing with vmware and office 365
Asset management and maintaining our database I have completed the ITIL Foundation Course in Service Management
Catalyst Housing LimitedCustomer Service Officer
Sep. 2014 - Aug. 2015London, United KingdomDealing with complaints and queries
First point of contact for tenants Taking calls and replying to emails Managing needs and exceeding customer expectations Liaising with other departments Excellent communication skills and multi-tasking Customer focused and knowledge of housing system
Incisive MediaOnline Production Assistant
Jun. 2011 - Aug. 2014LondonVideo editing and filming and updating websites
Dealing with clients and admin duties
Attending conferences and updating social media
Liaising with contributors and uploading articles
Dealing with google analytics, webtrends and CMS
Basic html and knowledge of Adobe creative suite
HobbsSales Advisor
May. 2007 - May. 2011London, United Kingdom•To achieve goals, both personally and professionally
•Passionate about training and development
•To provide excellent service as well as enjoy fashion and visual merchandising
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