PERSONAL STATEMENT
I am a hard working, enthusiastic and dedicated worker. I enjoy learning new skills and take pride in any work I do. I have a strong background in IT, with a focus on web design , web development and social media in recent years. I’m nearing the end of an 18 month contract for a disabled people led charity, where I have worked 1 to 1 with a range of individuals teaching them how to use social media and tablets to reduce their social isolation. I also co-run a small web design company. I am also an active school governor (co vice chair) at my children’s school and I co-run an award winning weekly music podcast aimed at independent and creative commons music. I am comfortable working on my own initiative or as part of a team and I enjoy a challenge.
CAREER HISTORY
SYCIL (South Yorkshire Centre for Inclusive Living) (May 15 – Current) – Social Media Project Worker
Contracted at 18.5 hours per week, I ran a pilot project within Doncaster called Silver Lining Connect. This project worked with people within Doncaster who were socially isolated (or at risk of) and involved teaching them how to use technology and social media to combat their social isolation. Alongside this project I also developed a new website for the charity and helped them with the rollout of a new CRM (customer relationshp management) system. This involved helping with the initial setup, tailoring the system to fit the organisations needs, creating reports and templates and training staff, creating user guides and assisting with enquiries.
Moobug Solutions (Aug 10 – current) – Joint Partner
Small web design company, targeting creative sector and small business/charities etc. Providing web design, development, hosting, training and support. Specialising in WordPress, but all platforms and requirements are considered. All of our work has come from word of mouth and we take pride in providing our clients with quality solutions without the high price tag.
darts (Doncaster Community Arts) (Feb 08 – Current) – Part time reception/admin
Working in a busy community art centre in Doncaster. This was a public building and we worked with a wide range of groups as well as hiring out our building to other organisations.
Duties included: Reception duties (greeting visitors, answering phones, organising room bookings, gallery set up) and ad-hoc admin tasks including audio typing, data entry, spreadsheets and database creation, cashing up public groups and assisting artists with creative tasks for workshops. I also created a wide number of fliers and have helped with regular updates to the company website.
Capital One (Apr 06 – Nov 06) – Service Readiness Analyst
Working with Project teams and technical teams to ensure Service Management (ITIL) elements considered during project lifecycle to reduce Incidents/Problems
Duties included: Chairing meetings, Producing minutes and actions and checking for resolution, Ensuring all relevant documentation completed and signed off, Regular management reporting, Communicating with Project teams, Support teams, Technical teams and Senior management, Compliance with in-house project methodologies
Getronics (Based at Yell Ltd) (Apr 04 – Oct 05) – Problem Manager
Managing ITIL process, Problem Management within a mature service management environment.
Duties included: Ensuring details of all problems/known errors were recorded in call logging package, Assisting with resolution of major incidents and chairing review meetings, documenting outcome and assigning/following up actions, Liaising with support teams, users and 3rd parties to identify resolutions to Problems/known errors. Team administration and management reporting, continual service improvements, Ensuring Problems/Known Errors are resolved within agreed service levels (SLA), Carrying out trend analysis to identify problems/known errors and target resolution
Getronics (Based at Yell Ltd) (Jul 03 – Apr 04) – Full time project member
Project to upgrade and enhance call logging system (Remedy)
Duties included: Ensuring project documentation up to date, Handling communication (written and oral) to users and senior management, Organising and co-ordinating project meetings, Documenting and clarifying user requirements, Creating test scripts, co-ordinating system and user tests and ensuring all identified faults rectified by technical team, creating user guide and training materials and carrying out training sessions to users, Creating issue log and ensuring fixes occurred during warranty period.
Getronics (Based at Yell Ltd) (Aug 02 – Jul 03) – Helpdesk Analyst/Deputy Helpdesk Manager
First line helpdesk responsible for handling calls from approx 3,000 users, with extra responsibility to assist helpdesk manager.
Duties included: Handling incoming calls and providing fixes where possible or escalating to relevant support team(s), Team administration, including shift rota, management reporting, handling customer complaints, ensuring staff levels correct, Continual service improvements including implementing a web based resource library, Documenting of processes and procedures to agreed standard.
NetG (Aug 01 – Jul 02) – Student Services Representative
Providing Customer service and administration duties for Technical mentoring team.
Details included: Dealing with customer enquiries by phone/email, Organising tests for delegates and providing support during process, Data entry into bespoke database(s), user testing for small projects
QUALIFICATIONS/TRAINING
ITIL Foundation Certificate (Mar 03)
PRINCE2 Foundation Certificate (Dec 03)
Introduction to Crystal Reports 9 course (May 04)
Advanced Excel course (May 04)
ITIL Practitioner (Problem Management) Certificate (Jun 04)
ITIL Managers Certificate (Apr 05)
Problem Solving and Decision making course (May 05)
Team management and Leadership skills for supervisors/team leaders course (Jul 05)
First Aider (Aug 2008 + Renewed Aug 2011)
NVQ Level 2 Information Advice and Guidance (Jul 11)
EDUCATION
Sheffield Hallam University (1997 – 2001)
2:1 in Bsc(Hons) Business Information Systems
Doncaster College (1995 – 1997)
GNVQ Advanced Business (Merit), GCSE Maths( c ), Intensive Typing and Word Processing, Accreditation in Japanese
Northcliffe Comprehensive School (1990 – 1995)
GCSEs Business Studies (B), Design Technology (C), English Language (C), English Literature (C), French (C) , History (F), Maths (D), Music (C), Science Double (D/D)
ADDITIONAL SKILLS
Experience with HTML, CSS, PHP, MySQL, WordPress, Gimp (image manipulation), Corel Draw, Photoshop, Social Media page management. Confident using Windows, IOS, Android, Linux (Ubuntu, Elementary). Working knowledge of Javascript, Drupal and Joomla. Experience with CRM Systems (Charitylog, Upshot)
ADDITIONAL INFORMATION
Date of Birth: 28th August 1979 Nationality: British
Marital Status: Married Driving License: Full, Clean
I am a mum to three children and enjoy spending time with my family. My interests include drawing and photography. I enjoy reading (Urban fantasy, mysteries, adventures and thrillers) and love to support independent writers. I also enjoy creative writing and take part in a monthly creative writing group alongside taking part in several onling groups and contests. I enjoy going for walks and going to the cinema. I am a big lover of music. I play the alto saxophone. I also co-present an award winning, weekly live podcast with my husband, focussing on Independent music artists from around the world.
REFERENCES
Available on request.