Wendy Newman5 Ostlers Court, Old Coach Drive, High Wycombe, Bucks, HP11 1AR

Mob: 07828 709312 Email: newmanwendy41@gmail.comLinkedIn URL: uk.linkedin.com/pub/wendy-newman/31/b0b/99a/ Edit

Personal Profile

A highly professional IT Change Coordinator currently working as a contractor at Oxfam GB.Main responsibilities include managing the implementation of Small Projects from Procurement to Service Introduction, and Release Management for changes to the Oxfam website. Also experienced in Change Management and Problem Management, and working within the ITIL framework.Always focussed on consistently delivering a high level of Customer Service. A positive ambassador of IS Service Delivery and always striving to develop and maintain effective relationships across the Business. Experienced in the delivery of projects for both large process oriented organisations and smaller project based companies. Excellent organisational, time management and administrative skills and ability to effectively coordinate customer changes and mitigate project risks. Excels in a challenging environment and thrives on meeting tight deadlines and accepting extra responsibility. A reliable and hard-working employee fully committed to any role undertaken.An experienced Principal Project Coordinator with 16 years in the Telecoms and Unified Communications industry,

Key Skills

Excellent communications skills at all levels Experienced Manager with leadership skills Quick learner with a ‘can do’ attitude Problem solving Influencing and Negotiating

Excellent communications skills at all levels Experienced Manager with leadership skills Quick learner with a ‘can do’ attitude Problem solving Influencing and Negotiating

Achievements

Updated and produced documentation to a professional standard to benefit both IS internal staff and Customers

Reinforced relationships between IS and other departments Prevented a spend of £7500 annual recurring costs following an Oxfam office merger by Created procedures for ordering, installing and configuring the Meraki Wi-Fi solution for UK and

International offices Appointed as a Colleague Engagement Officer to voice concerns/queries/suggestions from

employees in the office, to Senior Management within the business and relay the feedback. Initiated discussions which led to the concept of setting up a Project Team at MiTech Services Ltd. A key player in the development of the Project Management Office (PMO) Amalgamation of the 11 Mitel Telephony Licencing Systems (AMC) across the companies acquired

by Azzurri into one central system resulting in a resource and cost saving exercise Identified an excess of licences available resulting in a cost saving of over £600k to Azzurri Developed processes and documentation for the PMO including training on internal systems,

change control process, project reconciliation and closure along with check lists and quick reference guides for the Project Coordination only projects.

Improved the working practices and processes of the Moves Adds and Changes Coordinators, increasing output and reducing complaints.

Career History OxfamIS Change Coordinator 2014 to date

Azzurri Communications Ltd Principal Project Coordinator 2008 – 2014Project Coordinator 2003 – 2008Customer Helpdesk 1998 – 2003

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Career Review

IS Change Coordinator – Oxfam GB September 2014 – to date

Coordinating and implementing multiple IS Small Project from Procurement through to Service Introduction. Responsible for understanding the Business requirements, liaising with Service Management, planning the implementation of the Small Project and ensuring all resources are coordinated to deliver the project. Effectively communicating with all Stakeholders to understand the Business requirements

Supporting the IS Service Transition Manger with day to day admin tasks and deputising at the Change Advisory Board and approving Change Requests and as Release Manager at internal prioritisation meetings for website changes

Coordinating multiple projects with challenging timescale and restricted resource Established and maintained relationships Facilities, Creative and Content, Mac users and

members of the DSG. Take responsibility for any issues and queries related to Small Changes such as the Conference

Room PCs and AV refresh and printer refresh. Manage stakeholders from all areas of the business including the Leadership Team, Office

Managers, Supply and Logistics and Regional Information Systems Managers Always deliver and ensure an excellent customer experience Work well with minimal supervision and escalate and seek guidance when required Manage third party suppliers Able to communicate with other IS Teams on a technical level and translate to other areas of the

Business Constantly review, update and create documentation Work with Internal Communications to ensure notifications are delivered by the most effective

means Release Coordinator for the Oxfam website changes and updates. Communicate daily with

suppliers and key areas of the Business Good working knowledge of Oxfam internal systems including Service Now and Jira Understanding of IS Service Delivery processes

Principal Project Coordinator – Azzurri Communications Ltd 2008 – June 2014

Excellent knowledge of IP Telephony installations for Mitel and Avaya as well as various legacy telephony systems. Managed multiple projects from initiation through to closure alongside supporting Project Managers, Account Teams and Service Delivery Managers on a number of WAN/LAN and voice projects acting as the main point of contact for all change queries and updates.

Fully responsible for managing the Moves, Adds and Changes (MAC) Coordination Team who dealt with the day to day requests from customers. The requests required immediate action and solutions, demonstrating the ability to work under pressure and meet tight deadlines.

Worked closely with the Project Managers, ensuring that the team delivered its targets, on time, in budget, and to the customer’s satisfaction.

Responsible for the training and mentoring of the Project Coordinators and training Project Managers on internal systems and processes

Developed and maintained training documentation and processes A quick and flexible learner who was required to gain a thorough knowledge of the internal

and external systems and the various licences. The businesses main contact for all queries relating to Mitel licencing (AMC), required to be

available 24/7 for engineers as well as internal and external customers. Tracked and controlled work in progress, invoicing, budgets and handover to Support

Services Agreed and managed the change control process throughout the project life cycle Managed the customer experience and followed agreed communication plans with customers

and provided consistent and timely communication at all times Responsible for ordering IPT, Data and Telco services on behalf of clients and managed

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through to completion ensuring the customer was kept informed of progress Liaised with Procurement, Resource Planning and Support Services to arrange resources for

the product(s), including training, engineers and equipment Ensured the finance team had accurate and timely information relating to commercial aspects

of new change orders to enable them to invoice the customers and approve supplier invoices. Developed an excellent knowledge of the internal systems and assisted with providing help to

resolve any billing/invoicing issues in a timely manner Supported all teams with the reconciliation, project closure and invoicing throughout the year

and played a key role with this at the end of each financial year

Project Coordinator – Azzurri Communications Ltd (Formally MiTech Services Ltd) 2003 – 2008

Identified the need for a Project Coordinator within the Company Solely responsible for the roll out of all small Voice and LAN/WAN projects. Developed, implemented and maintained the processes and documentation, many of which are

still in use today. Responsible for the training of all new recruits to this team, as the functional requirement for the

roles grew within the business. Gained an excellent knowledge and understanding of many technical aspects of the systems,

especially the Avaya and Mitel Telephony systems including the licencing and the manufacturers systems used to generate the licences.

Customer Helpdesk – MiTech Services Ltd 1998 – 2003

Employed by MiTech Services Ltd in a new role on the Customer Helpdesk. This role started as logging/assigning calls to the appropriate engineers, owning of problems (until they were brought to a successful resolution), and ensuring SLAs and customer service levels were maintained at all times

Identified the need for diary management for the Engineers and processing of timesheets Documented and implemented the process changes. Expanded the role to include ordering and shipping kit for installations, compiling work packages,

invoicing and managing costs through to closure whilst continuing to manage the Helpdesk. Promoted to manage a team of 3 and also took on the role of updating and renewing Service

Contracts for the customers

Senior Workflow Supervisor – National Westminster Bank 1992 – 1998

Managing Customer Services processing the daily transactions received from 16 branches Responsible for managing approximately 30 staff – permanent, part time and contract Responsible for the smooth, efficient, running of the unit, in an ever changing environment Management of staff, including performance of HR duties, such as appraisals and setting training

and development plans for the employees. Accountable for maintaining and reporting monthly and daily statistics for the unit Balancing 16 internal accounts Managing daily schedules, which often changed due to ever moving deadlines Ensured that a high level of customer service was maintained throughout with internal and

external customers

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Education and Qualifications

ITIL Foundation

APM Introductory Certificate in Project Management

Lady Verney High School – O Levels in Maths, English Language, English Literature and RE

Hobbies & Interests: Horse riding – enjoy taking part in local shows. Member of the High Wycombe Riding Club and regularly take part in team and training activities. Involved with voluntary work at The Horse Trust (Home of Rest for Horses) in Speen BucksShort term foster carer with the RSPCA and the CPLEnjoy walking, running and cycling

References available upon request

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