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Joy Pilling

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Joy Pilling

  1. 1. Joy Pilling or 07421000998 I have recently returned to Wellington having spent 18 months working for Cordant Group PLC. During my time at Cordant Group I transitioned from Service Desk Analyst to Team Leader and finished as the Service Desk Manager. Prior to relocating to London I worked within Financial Services as well as the IT industry as a Business Analyst. Through these roles I am adept at simply and effectively communicating necessary processes and knowledge to others. This is shown through my proficient documentation skills. I am able to bring a practical knowledge of how important communication, documentation and requirements are to optimise performance and delivery. KEY TRANSFERABLE SKILLS  Operational support for specific applications  A sound understanding of the Service Delivery Life Cycle  Develop requirements for, new systems and enhancements to existing systems; ensures the system design fits the needs of the users  Fully document changes for functional and business specifications; detailed, universally understood procedures, these can also be for use in training  Assisting with the business case  Planning, monitoring and eliciting requirements  Requirements organisation  Translating and simplifying requirements  Requirements analysis, management and communication  Produce and maintain functional specifications and implementation plans  Identifying the current- and future-state business processes.  Create and manage documentation pertaining to specific applications/systems or for a wider range of documentations for the group  Change implementations - Create, manage and implement  A strong capability to work with business users, technology and the wider group to discuss, maintain or change systems/applications  Recovery Team Lead for Disaster Recovery rehearsals  Technical verification  Creating training documentation  Delivering Training  Google for work (Better Cloud, Doc, Sheets, Presentation and Forms)  Microsoft  Ability to work across many initiatives and assignments at one time  Flexible, fast learner, quick to learn new skills and technology  Future focused and innovative with a strong drive for completion within agreed time frames.  Excellent interpersonal and communication skills- bringing an outgoing style and excellent verbal capabilities  A real enjoyment of working within a team to create a vibrant atmosphere that is driven to succeed Cordant Group PLC 2014-2016 Company Information: Cordant offers integrated services including recruitment, security, cleaning and technical electrical services. With over 2500 staff in a variety of roles my team of 10 actively managed over 3000+ tickets a month via our ticketing system (Fresh Service and phone calls) Sept2015 – Jan2016 Service Desk Manager Key Responsibilities  Day-to-day responsibility for the Service Desk function’s people, processes and technology
  2. 2.  Continuing the transformation and development of IT Operations and Support  Actively participating in our Google Transformation Project of over 2500 users from Citrix and Windows to Google  Creating and maintaining documentation  Future state and gap analysis of Systems  Application Catalogue  Vendor Catalogue  Acting as point of escalation to the Directors  Acting as point of escalation to business for any service-related IT issues.  Ensuring identified incidents and problems are professionally and effectively managed to ensure the IT team stays within its service level agreements (SLA).  Ensuring that identified incidents and problems are descriptively logged and kept up to date on The Organisation’s call logging system (Fresh Service).  Ensuring daily tasks are performed as per the IT schedule including server backups, performance and capacity monitoring.  Performing Microsoft Active Directory domain tasks and Google tasks including user/computer account, creation, modification, deletion, and NTFS permissions.  Ensuring Cordant's computing facilities are kept secure to reduce the risk of breaches of confidentiality, integrity and availability.  Preparing and participating in ITS meetings  Engaging the team and creating a workplace that facilitated the needs of a diverse team  Encouraging the teams to be collaborative and inclusive July2015 – Oct2015 Service Desk Team Leader Key Responsibilities  Providing Reports on SLA compliance, Service Desk Metrics and IT assets  Creating and maintaining documentation  Training staff  Ensuring the day to day running of the IT Service Desk,  Ensuring IT Service Desk staff coverage, call levels and SLA compliance  First point of support for IT Service Desk staff.  Initial escalation point for all user requests.  Carrying out fault finding and problem solving on software and hardware issues and passes more complex faults and requests to the IT Manager’s (Services) or other relevant resource.  Setting up and install replacement IT equipment in line with Cordant policy.  Carrying out other administrative duties including rota’s, sick leave, user creation, password resetting and other related duties  Monitoring and checks backups and backup routines to provide security of the data held.  Maintaining the IT Asset Database.  Providing support to the IT Service Desk Manager (Services) and Group Directors.  Representing the department where required.  Following established IT processes and supporting new ones.  Promoting of best practice within the IT Service Desk team  Ensuring SLA compliance for the IT Service Desk team  Assisting and participating in IT and other departmental Projects where requested  Managing small projects as requested Aug2014 –Jul2015 Service Desk Support Key Responsibilities  First point phone and email contact to resolve production incidents, problems and queries for a broad range of companies over numerous locations in the United Kingdom  Google application support  Proactively manage the request queue.
  3. 3.  Resolving requests within the agreed Service Level Agreement’s (SLA)  Provide timely support for bespoke applications  Assisting new staff with processes and procedures  Maintaining the support documentation  Liaises with the business on a day-to-day basis  Escalating incidents to the correct vendors/managers  Top person to resolve and close incidents  SDM for the transition from AHD to Fresh Services (ticketing tool) ANZ 2006 – 2013 Company Information: ANZ is one of the world’s largest banks. ANZ businesses serve more than 5 million customers and employ more than 28 000 people and are represented in the primary markets of Australia and New Zealand, as well as Asia, the Pacific, UK/Europe and United States. ANZ is New Zealand’s largest company. Sept 2011 – Sept 2013 Business Analyst (IT Support) Key Responsibilities  Proactively managing the team’s incident management workload resulting in consistent SLA attainment.  Subject Matter Expert for the implementation of the new IT Service Management System  Requested to go into the Tallyman project to create a link between them and technology to create an environment of open discussion  The merger of the National Bank and ANZ platform  Technical verification of applications  Participating in the dress rehearsals, back out and the Go Live  Recovery Team Lead for Disaster Recover  Assist business users and Shared Services Support/Service Desk to resolve production incidents, problems and queries  A strong understanding of implementing a change implementation.  Contribute to and support research, requirement gathering and validation activities directly with customers, including usability and acceptance testing  Resolving incidents/work request and problems within the agreed Service Level Agreement (SLA)  Provide timely operational support for bespoke applications  Producing functional specifications and implementation plans  Maintaining the support documentation  Understand, document and prioritise business requirements across affected business areas  Liaises with end user/business on a day-to-day basis  Joining in the discussions with the Project Managers, Technical Project Managers and Stakeholders  Working with technical representatives of software vendors  Identify and implement methods of improving business process and system quality and efficiency  Assisting a business project with maintaining Technology, Risk and Audit requirements Mar 2008 – Sept 2011 Service Desk Analyst Key Responsibilities  First point contact resolution, for both ANZ and NBNZ staff  Provide technical support for a broad range of banking applications  Maintaining a well-rounded and up to date knowledge of ANZ and NBNZ applications/technologies  Phone based 1st level technical trouble shooting
  4. 4.  Remote weekend support via email, phone, office communicator and remote shadowing tool  Maintaining compliance with SLA’s for AHD incidents and escalating these to the correct 2nd/3rd level teams when required  One on one training for new staff members  Writing training documentation and updating documentation for new processes or change of processes  Training new staff members  Building and maintaining relationships with 2nd and 3rd level IT groups Jan2006 – March2008 ANZ Call Centre EDUCATION AND QUALIFICATIONS Year 2011 ITIL V3 Certified Year 2010 Degree Bachelor of Arts - Major English Literature, Victoria University, Wellington, New Zealand Year 2002 Bursary, Sacred Heart College, Napier, New Zealand