Michelle Louise Mullins

Career Summary

I consider myself to be above all reliable, committed, adaptable,

trustworthy, a quick learner and very much a team player.

Formal Courses Attended

. Team leading course - July 1998

. Effective Writing Course -Sept 2000

. Presentation and Powerpoint course - Nov 2000

. ITIL Service Management 'Foundation' V2 course (Exam pass) - March

2001

. ITIL Service Management Helpdesk and Incident Management - April 2001

. ITIL Service Management understanding Problem Management - May 2001

. TUI Internal Service Transition course - Oct 2005

. TUI Internal Service Management and Service Introduction course - Jan

2006

. ITIL Service Management 'Foundation' V3 course (Exam pass) - February

2010

. TNT Internal Management Development Programme - June 2010

. TNT Internal Coaching for success course - August 2011

. TNT Internal Management Coaching course - February 2012

. Prince 2 Foundation accreditation - Service Transition Dec -2014

Key Skills

. Excellent Communication, Organisational and Time Management skills

. Able to work as part of a team or independently and under pressure

. Working knowledge of ServiceNow, HPSD, Remedy, Vantive, ITSM, CPMA

(DS390), MS Office suite-Word, Excel, Powerpoint, Lotus Notes,

Project, Visio and Windows Vista

. Typing 55wpm

. 24 yrs Customer Service experience

* 10 yrs Call Centre experience

. 20 yrs working knowledge and experience of ITIL Service Management

TNT Service Introduction Manager July 12 to present

Key responsibilities are to ensure that any new or amended Services

brought into Service Management are aligned to both business and Express

ICS support requirements. The SI team act as the interface into the

Service Management organisation and their goal is to deliver a reliable,

secure and cost effective Service. Ultimately the SIM is in a position

to raise all potential risks associated with the future supportability

of a Service and to provide regular status updates in relation to

Service Introduction progress, risks and issues.

. To capture all requirements during the lifecycle of a project from the

Requirements stage straight through to ELS and Production.

. To ensure that Service Readiness acceptance criteria is created and

maintained and updated.

. Collates service information to produce a Service Definition Document

for new and changed services and maintain a library of Service

information.

. Facilitates training requirements within the Express ICS organisation.

. To ensure that all Senior Managements reports are compiled and

delivered in a timely manner.

. Responsible for identifying risks and is responsible for making

informed decisions at project go/no go phase.

TNT Senior Problem Analyst Nov 09 - July 12

Key responsibilities are to ensure that all Major Service issues are

followed up and associated actions are progressed to resolution. To

reduce the number of incidents received into the Service Centre and to

publish associated improvement plans. To proactively trend and provide

analysis of calls to deliver additional benefit and value from the

Problem Management team. This also included training and post

implementation support. Reporting is a key part of the role, ensuring it

is maintained, developed, updated and published. In the absence of the

Problem and Availability Manager I am responsible for all day to day

activities and Management of the team.

. Managing the day-to-day running and management of the Problem and

Availability team

. Regular 1-2-1 meetings with members of the team

. Monthly coaching sessions with members of the team

. Quarterly reviews with team

. Objective settings and appraisals

. Monthly Senior Management reports produced to include Problem

Management KPI's

. Responsible for following up all Major Incidents to their logical

conclusion

. Proactively produces improvement plans to reduce the number of calls

and events received into the Service desk

. Responsible for the ongoing assessment, review and refinement of the

Problem Management processes and associated reports

. To hold regular Problem Management meetings

. Provides Governance of the Problem Management process and chairs

regular Global Problem Management meetings

. Chairs, minutes and governs the Problem Control Board meeting

. To manage all high priority Problems and Known Errors to resolution

TNT Problem Analyst Nov 08-Nov 09

Key responsibilities

. Ensure that all Problems are managed in accordance with SLA(s)

. Verification and addition of new HP Service Desk Problem records

. Perform Trend Analysis to identify and eradicate root cause

. Daily Morning Service Review (Morning Prayers) preparation, attendance

and completion of any assigned actions

. Ensures that all Problem & Availability reporting is produced to a

high standard and is delivered to agreed timescales

. Proactively monitors problem management metrics and initiates

exception plans/actions where targets are not met

. Perform Adhoc requests for trending and analysis

. Provides Governance of the Problem Management process

. Creation, publication and follow up actions of any process exceptions

. Identification of process improvements and to address these

. Continuously develops and improves the Problem Management process to

enhance service quality

. To chair Problem Reviews and minute all actions/timelines which are

progressed to a successful conclusion

IBM Service Management coordinator - April 2008 - November 2008 Contract

Key responsibilities

* Ensure that Incidents/Problems are managed in accordance with SLA(s)

* Perform Trend Analysis to identify and eradicate root cause

* Chair Major Incident Reviews and follow up with relevant teams on all

actions within timescales

* Utilise Problem/Incident/Change Management tools and processes

* Ensure effective communication of critical issues and the account

status to Service Manager

* 24x7 On Call duties when required covering Duty Manager and Change

Manager duties

* Work with IBM competencies to resolve delivery issues

* Maintain account process documentation and improve where necessary

Service Introduction Senior Analyst (TUI UK) October 2005 - August 2007

TUI UK consisted of three companies (Lunn-Poly, Thomson and

Britannia Airlines)

Key responsibilities

. Engage with Project and Service Management teams during the definition

stage to quantify the impact on the support service and mobilise

service resources to support the project accordingly

. Define or review existing Service Levels and determine appropriateness

and amend where necessary

. Define and agree Operating Levels with internal support teams and 3rd

party suppliers, feeding into the Service Catalogue

. Support the Project Manager throughout the Project lifecycle

. Develop strong relationships with internal and external suppliers

. Ensure that the Service Delivery teams are involved, and have input

into any negotiations in regards to Acceptance Criteria and sign off

into Support

. Ensure that Acceptance Criteria documentation is maintained through

out the Project lifecycle

. Interface with IT Operations teams to ensure they are informed,

trained and have appropriate documentation to support the service

. Ensuring that any existing Infrastructure, Service or Operational

Level has been considered

. Ensure that the infrastructure and on-going support implications are

considered by the Project teams and that any issues are addressed or

escalated to the Project Manager and Service Delivery Manager by way

of risk and issues log

. Ensure that the support teams are able to accept the new or upgraded

Service into Support at the end of the agreed warranty period

. Assist with the development of all operational documentation and

change control process

. Escalate to the Project Manager any risk or issues arising from 3rd

Party suppliers

. Report on the progress and status of assigned deliverables to the

Project Manager and Service Management team on a weekly basis via

Acceptance into Service Documentation

. Ensure that the solution is fully signed off and all remaining bugs

are documented prior to implementation

. Support the implementation of the Core application or managed Service

into Service Delivery

. Accountable for ensuring the production of Infrastructure diagrams are

detailed within the Service portfolio

. To ensure that all Operational instructions and Service Desk

instructions are documented prior to the Implementation stage are

delivered and fit for purpose

Problem Manager (TUI UK) February 2003 - September 2005

My key responsibility was to provide support to Websites, Mainframe

applications, Networks, Call Centre and the Shop environment. To carry

out Problem and Incident Management functions to ITIL standard.

Event Manager - (IT NET) May 2002 - February 2003

Contracts - London Borough Tower Hamlets, Milton Keynes Council,

Birmingham Council

My role consisted of 3 Service Management functions- Problem, Incident

and Change Management.

Problem Manager (SchlumbergerSema) August 2000 - May 2002

Contract was for NATS- National Air Traffic control

My role was to look into calls received by the customer and identify any

common trends or faults that have been logged on numerous occasions. Once

investigation has taken place the root cause is identified. An action

plan is then compiled to prevent re-occurrence of calls. Dealing with

Business Critical problems. The reason for leaving this role was

redundancy.

Call Reception Team Leader (SchlumbergerSema) July 1999 - August 2000

Responsible for a team of 15 agents dealing with multiple contracts -

Home office, UK Passport agency, British American Tobacco and Department

of Culture Media and Sport. My team and I received numerous

commendations for excellent work achieving call pick up consistently for

all contracts.

Incident Manager (SchlumbergerSema) June 1998 - July 1999

Responsible for providing customers with a single point of contact for

operational issues ensuring incident are resolved within the contracted

Service Level Agreement

Helpdesk Analyst (SchlumbergerSema) June 1996 - June 1998

Multiple contracts

Education and Qualifications Lode Heath School, - 8 GCSE's-Math's(B),

English (B), Computer Studies (B), Office Studies C), History (C),

Geography (C), Drama -(D), Commerce (C)

Hobbies and Interests I enjoy spending time on family outings. I also

enjoy socializing, decorating and shopping.

Contact details 1 Brailes Close, Solihull, West Midlands B92 9QB

Email - acdsup@r.postjobfree.com Mob- 078**-******

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