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Work Background
Anonymous Information Technology Business Analyst
Mar. 2023 - Jan. 2024London, England, United Kingdom*Managing the discovery and deep dive sessions to fully understand pivotal points and business objectives for the project.
*Organised process & requirement workshop identifying the end-to-end customer journey, designing and mapping it's alignment with the service desk process.
*Elicited and documented the user stories and non-functional requirements for automated service desk tickets.
*Develop storyboards, mockups and screen navigation documents for the service desk ticketing system.
*Develop process maps and work instructions for knowledge transfer and incident resolution training.
*Ensure accurate use of collaborative processes removing impediments for the service desk team.
*Produced and reported project/ user documentation to use in office using the AGILE/ ITIL/ KANBAN framework with change control and peer reviews.
*Facilitated the development of acceptance criteria for user stories relating to the service desk system.
*Facilitated estimation meetings using relative effort estimation techniques.
*Maintained quality control and management, lead team SCUM meetings and reported minutes for our daily catch-up meetings.
*Transformed the service desk ticket handling process, thereby improving the resolution statistics efficiently through quality control.
*Lead successful implementation of weekly automated service level reports.
GREAT BOWERY (UK) LIMITEDService Desk Business Analyst
Aug. 2022 - Mar. 2023*Worked closely with the project manager to plan and scope out the roll out program.
*Organised the network mapping & validation workshop with the key internal and third-party stakeholders. *Elicited, analysed & validated requirements from the technical team.
*Engaged with the IT security team to ensure final deliverables were secure and compliant.
*Engaged with the stakeholders to elicit the requirements for the MacOS/iOS and Windows deployment.
*Worked closely with the delivery team to optimise requirements traceability and impact analysis.
*Organised a walkthrough session to validated and baseline the requirements and business rules.
*Worked collaboratively with IT Administration to provide technical assistance and procedural advice for the computer system operations including software and hardware troubleshooting or other system issues.
*Oversaw the installation, maintenance, repair, and replacement of equipment and parts including but not limited to customisation of equipment and software and hardware refreshes.
*Collaboration with third-party Managed Service Provider (MSP) on LAN/WAN onsite requirement.
*Documentation handover, knowledge transfer and user in-depth training ensuring documentation is kept up to date by the service desk team.
HgSystem Analyst
May. 2022 - Jul. 2022*Communicate effectively with stakeholders to understand and address their software and hardware issues.
*Provided detailed training and support both in person at the headquarters and in a virtual environment.
*Ensure documentation is always up to date, providing a reliable source of information for troubleshooting and training purposes.
*Manage the calendars of VIPs utilising PowerShell scripts, following all necessary approvals and authorisation processes.
*Perform general IT support duties with a focus on quality control, ensuring all systems and processes operate smoothly and efficiently.
*Engaged with stakeholders to elicit and define requirements for software deployment and hardware refresh.
*Collaborating with technical staff, such as Developers and Solutions Architects to ensure the technical viability of software solutions.
*Researching and evaluating emerging technologies, including both hardware and software
*Provide support and assistance for cloud printer issues, ensuring reliable printing services for all users.
Kelliher Insurance GroupInformation Technology Business Analyst
Mar. 2021 - May. 2022London, England, United Kingdom*Performed the End-to-End analysis on all the impacted systems within the organisation.
*Collaborated with stakeholders to define user stories, business, systems, functional and non-functional requirements ensuring they align with the project scope and business objectives.
*Engaged with key stakeholders, including Managing Directors and CEOs across the UK, to understand and address their software and hardware needs effectively.
*Led the Business Analysis engagement with internal and external stakeholders, to achieve project defined milestones and deliverables.
*Implemented continuous feedback mechanisms and provide advanced support to senior users during the project implementation phase, ensuring alignment with business objectives and stakeholder expectations.
*Proactively identified issues and develop proposals for solutions, navigating through the appropriate change control channels (within ITIL, Agile, and PRINCE2 frameworks) for approval.
*Ensured a structured approach to managing changes, prioritising transparency, and governance to facilitate smooth implementation and minimise disruptions.
*Oversaw the maintenance of VMware servers and conducted daily PRTG system checks to ensure operational efficiency and reliability.
*Provided support for user issues and ensured all company devices complied with Intune policies, reinforcing the infrastructure's alignment with business needs and security standards. Applications used:
O365, Azure, Mimecast, Citrix Workspace& Portal, TeamViewer, MS Quick Assist, Windows Server 2012, VMWare, SharePoint, Teams, OneDrive, MS Endpoint Security (Intune), Windows 10, Mac iOS, Powershell, Active Directory, Microsoft 365 Admin Center, PTRG Portal, TAM
Oakley CapitalIT Support Administrator
Mar. 2019 - Mar. 2021London, United Kingdom*Stakeholders point of contact across Europe receiving continual feedback using Stakeholder engagement for an improved stakeholder experience.
*Collaborating with 3rd party suppliers for project implementation of a controlled and improved stakeholder onboarding process using change control that used AGILE / ITIL framework. *Communicating and supporting stakeholders on their hardware/ software devices on Windows/ MacOS/ iOS (including printer support).
*Training staff and ensuring documentation is up to date including handover documentation.
*Building laptop/ phone setups and onboarding. Applications used;
O365, Microsoft Exchange, Azure, Active Directory, Mimecast/ Messagelabs, Citrix VPN, SafeNet, Exclaimed Cloud Signatures, Microsoft Teams, Solar Winds, One Drive, Windows 7/10, Chrome, Fresh service ticket help desk , VOIP, Dynamics, Fiddler web debugger, Windows server 2008 & 2012, LogMeIn, Dameware, Endpoint security, Daisy managed services,Adobe cloud
West Thames CollegeIT Support Technician
Sep. 2018 - Mar. 2019Isleworth, Greater London, United Kingdom*First point of contact to users via telephone/ email and in person.
*Log and actively respond to where possible technical telephone, emails and voicemails via the college help desk system.
*Informing users of the progress of their requests and escalation problems or high priority calls to IT Manager/ Systems Manager
*Assist in the delivery of central help desk system via rota system ensuring adequate cover is maintained.
*Maintenance of college AV equipment including interactive whiteboards, projectors, digital cameras, DVD players.
*New staff IT inductions, setting up user accounts/ emails and printer.
*Resetting student and staff passwords on Active Directory.
SegaGroup Project Supervisor
Jan. 2017 - May. 2017Brentford*Agile (SCRUM) Project Management Methodology (PMM)
*Project initiation and gathering client's requirement
*Increasing social media presence via Facebook &Twitter through using Zohoo CRM
*Creating Data Models that uses acceptance criteria's per user story and their relevant conversations
*Integrating Kanban into the groups Sprints Retrospective
*Deployment of client's requirement within each Sprint and reported in each SCRUM meeting
*Project closure
Sainsbury'sNight Shift
Oct. 2015 - Sep. 2018Chiswick*Undertaken various part-time roles including Online Shopper
*Complying with food hygiene laws keeping raw and cooked meat separate when collecting customers' orders from the shop floor.
*Complying with health and safety when dealing with multiple glass bottles to be placed in a box.
*Collecting all cold items within 30-minutes.
*Applying Last In First Out (LIFO) when shopping for customers' bread and cold meat.
*Complying with Trading Standards Supply of Goods Act 1982 ensuring the latest date and best quality product from that has been picked.
*Ensuring stock is shelved for the next working day to meet customer demand
Self-employedForever Living Distributor
Jul. 2013 - Sep. 2015London, United Kingdom*Taking orders for products from new and existing customers.
*Providing customer service to retail customers
*Delivering goods within a timely manner
*Following the company's compliance procedures
*organising parties to promote health and nutrition benefits of products
*Attending weekly and monthly meetings to discuss issues such as improving sales and account keeping
*Maintaining boo-keeping records
Reed (Temp)Accounts Assistant
May. 2013 - Jun. 2013London, United Kingdom*Setting up new customers and suppliers via Sage
*Maintaining sales and purchase ledgers, coding invoices and recording credit card transactions on Sage 50
*Issuing purchase invoices on Filemaker and updating them on Sage 50 and issuing sales invoices to customers
*Processing foreign international payments, Sterling BACS and cheque runs
*Resolving customer/supplier queries
*Undertaking monthly bank reconciliation via Excel
*Maintaining foreign exchange rates, petty cash and credit card reconciliations
KBMTrainee Accountant
Oct. 2012 - May. 2013London, United Kingdom*Setting up sales, purchase and nominal ledgers and keeping them up-to-date in both Sage Line 50 and MS Excel
*Organising cheque and BACS payments to suppliers, bank reconciliation and quarterly VAT returns to HMRC
*Processing supplier statements and queries *Preparing monthly, weekly payroll, payslips and summary reports using Sage Payroll
*Finalising reports to Trial Balance
AATcarrer break towards my AAT qualification
Jan. 2010 - Oct. 2012London, United Kingdomcareer break towards studying AAT
Geodis WilsonPurchase Ledger Clerk
Jun. 2006 - Jan. 2010Communicating professionally with both national and international overseas counterparts within the company, processing all their local sales/purchase invoices, general office duties and following company procedures with disputing and approving invoices
CB&I John BrownPurchase Ledger Clerk
Jan. 2006 - Mar. 2006London, United KingdomSetting up new suppliers on JD Edwards, coding and processing invoices and sending out cheque to suppliers according to the remittances produced.
RBSPurchase Ledger Clerk
Jun. 2005 - Dec. 2005London, United KingdomPosting invoices and allocating them to the appropriate site, dealing with customer and supplier queries and preparing BACS and cheque runs and undertaking general office duties.
Various (Temp) positionsAccounts Clerk
Jul. 2003 - May. 2005London, United KingdomApr '05 - May '05 Accounts Assistant at Longshot Plc Oct '04 -Dec '04 Undertaking AAT Exams Sep '04 - Oct '04 Purchase Ledger Clerk (TEMP) at Liberty Plc via Huntress Search Jul '04 - Sep '04 Accounts Clerk at P&O Travel Ltd via Huntress Search (temp) Jul '03 - Jul '04 Admin Supervisor/Accounts Clerk at Pheonix Development Foundation (fixed contract with funding)
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