Skills and competencies

Good understanding of ITIL processes

I am able to provide confidence that my processes will make use of ITIL best practice.
In 2006 I designed and presented efficient, realistic processes for Incident management, Problem Management and Service Requests. I mapped and documented these process flows and they were incorporated into the ICT Service Catalogue.

I also made use of this practical understanding when I managed the Desktop Services team from September 2008.

PRINCE2 Registered Practitioner

I project managed two of the Council's Disaster Recovery Exercises for its SAP and middleware applications, which included working with key stakeholders and the creation of a separate location to test the failover systems.

In 2008 I provided project co-ordination and liaison for the increased resilience to the Council's server room with the implementation of additional UPS and cooling, as well as the installation and connection of a dedicated backup generator. As this work was of a mechanical and electrical complexity, I worked closely with a third party who were responsible for engaging the technical elements of the work.

Experience of Process Mapping tools and Flowcharting

I am experienced in using the Microsoft Visio software and also Casewise Corporate Modeler Suite.
My knowledge of various process design models allows me to use the design tool appropriate to reflect processes in a clear manner.

This knowledge has been used extensively in the design and delivery of Service Level Agreements, Operational Level Agreements and Service Delivery Models.

Business Process Analytical Skills

I recognise that my work should provide efficiencies and benefit savings and I am keen to reflect those in my work. On a practical level, I introduced a more flexible structure when I managed the IT Service desk, moving staff where they could best resolve customer's problems - which resulted in a 50% increase on first time fixes.

I have a good eye for detail in document checking and identifying where improvements could be made.

Good understanding of Presenting techniques

Through my Analysis and Project Management duties I have been required to present to a wide variety of audiences. These audiences have included key stakeholders, senior managers and directors, third parties and work colleagues and peers.
Additionally, outside of the office my voluntary work in Scouting has enabled me to deliver varied training programmes to both adults and young people.

Practical experience of Microsoft PowerPoint

I recognise what makes for an interesting Powerpoint presentation and ensure that my audience is engaged and interested in what I am presenting.

Experience of Facilitation and Group work

My skills extend beyond being a “front of group” presenter, but can work to engage the audience to achieve common goals.

Adaptable Presentation and Communication Skills

I recognise that "one size fits all" does not apply to presenting and training. With extensive experience working with adults and young people, I am able to adapt my lesson plans to ensure that all members of the group are able to develop and learn.

This also applies to other forms of communication too. With experience in delivering presentations to small and large groups (as well as individual people) and communications through blogs and social networking media, I am able to compile and present information effectively and creatively, presenting and adapting the material when required to a wide audience from all levels in the business.

A good team player and self starter

Experience in both the work and voluntary sectors have ensured that I am a reliable and dependable team player and understand the dynamics of a good team.

My duties within Harrow Council and the Scout Association have ensured that I have a strong work ethic and am committed to equal opportunity policies.

I am a competent self-starter able to manage tasks effectively.

Other Skills

I hold a clean Driving License (I am a member of the Institute of Advanced Motorists)

I enjoy running and generally keeping fit – this allows me to keep my mind alert and quick to respond to opportunities and challenges. I am learning and practicing tai chi– allowing me to remain calm under pressure.