Project Manager Customer Service

Anna Theresa Johnston

Home Address: *** **** ****, *** ***, New York, NY, 10011

Telephone: 646-***-****. Email: ****.*.********@*****.***

EDUCATION

BSc (Hons) Business Information Systems Management, Bournemouth

University, UK 2003-2007

. Areas of study include: Information Technology, Information

Systems, IS/IT Business Context, IT for Competitive Advantage,

Personal/Professional Development, Business Communication &

Information Skills

Training and Qualifications

. Investment Administration Qualification (IAQ): 3 modular

examinations in the following units:

Unit 1 Introduction to Securities and Investment (Nov 2008)

Unit 2: FSA Regulatory Environment (March 2009)

Unit 3: Private Client Administration (April 2009)

. PRINCE2:

Foundation (April 2008)

Practitioner (October 2008)

. ITIL Foundation (June 2008)

. Microsoft Office Suite (Word, Excel, PowerPoint, Visio & Projects)

EMPLOYMENT HISTORY

Project Analyst, Brewin Dolphin Limited, London, UK

Aug 2008 - Aug 2009

. Supported the TCF (Treating Customers Fairly) project manager

within the implementation of the project, mandated by the

regulatory need detailed by the FSA.

. Establishing document control procedures

. Setting up and maintaining project files

. Updating project plans

. Maintaining project logs

. Project dependency analysis and monitoring

. Support project control - task oversight

. Administering project meetings

. Maintaining close working relationships with all HOO's and deputies

. Compilation of reports

. Post project review analysis

Support Analyst, Brewin Dolphin Limited, London, UK

Dec 2007- Aug 2008

. Provided 1st Line Support to Brewin Dolphin Limited Staff

throughout the BDL organization

. Logged and resolved incidents for IT and Business Support that came

via phone, e-mail and the customer portal

. Providing excellent customer service, taking ownership of all

incidents and escalating where necessary

. Close liaison with the Business Support Desk, Application Support

Desk and the 2nd line desktop support was required to ensure best

practice is maintained for the group

Data Warehouse Administrator, Barclays PLC, Poole, UK

Oct 2007 - Dec 2007

. Worked as part of a team providing support to all Barclays

employees worldwide who required access to their data warehouse

. This role also included setting up access rights and maintaining

all current users with different requests

Support Analyst, Brewin Dolphin Limited, London, UK

Jan 2006 - Aug 2006

. Responsible for the day-to-day running of the Group PRC Support

Desk

. Dealing with logged queries from Private Clients within the BDL

Organization swiftly and professionally

. Maintained good working relations with the front office and

visited branches where responsible on a regular basis

Personnel Administrator, Radisson Edwardian Hotels 5*, London, UK

Sept 2005 - Dec 2005

. Supported the Personnel team and HOD's with the IT support for HRMS

(Human Resources Management System); RAMCO

* References will be furnished upon request *

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