Jacqueline Whitta
Wellington
Summary
ITIL certified Service Delivery professional with 20 years of corporate experience in the Legal, Insurance and Investment Banking sectors. A problem solving and analytical mindset which provides a thorough grasp of technical and management support responsibilities. Strong communication and inter-personal skills, allowing effective stakeholder management. A pragmatic, enthusiastic person with a passionate and positive attitude; a valuable asset in any support team.
Overview
25
25
years of professional experience
Work History
Senior Service Desk Analyst
Bryan Cave Leighton Paisner
04.2018 - Current
- In 2018 BLP merged with US law firm, Bryan Cave, and became Bryan Cave Leighton Paisner (BCLP)
- Since this merger, my role of Senior Service Desk Analyst has progressed to include supporting a global user base and providing appropriate levels of coaching and mentoring to ensure the team have the relevant knowledge and skill to deliver a global service.
- Reduced ticket resolution time with thorough problem analysis and effective troubleshooting techniques.
- Served as a mentor to junior team members, fostering a supportive work environment that encouraged skill development.
- Improved customer satisfaction ratings by providing timely, accurate, and professional support to endusers.
- Contributed to ITIL-based process improvements within the service desk environment, promoting best practices across the team.
Senior Service Desk Analyst
Berwin Leighton Paisner
12.2014 - 04.2018
- Successfully promoted to the Senior Service Desk role after demonstrating leadership and proactive problem management ability
- I was a trusted member of the team, supporting a European / Asian user base with all technical support queries
- Acted as a point of triage for all escalated incidents, ensuring the appropriate levels of technical investigation had been included, and collaborated with the global 3rd line teams to ensure timely resolutions were implemented.
- Diagnosed and troubleshot hardware, software and network issues.
- Created user accounts and assigned permissions.
- Documented support interactions for future reference.
Service Desk Analyst
Berwin Leighton Paisner
12.2013 - 12.2014
- Initially employed as temporary cover to provide support outside of core UK hours, the role was made permanent after successfully demonstrating my ability to work independently to provide comprehensive support to the business
- Remotely supporting core applications such as iManage, Big hand, MS Office applications, Intune, VMWare, various AV applications including Teams and Zoom.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Engaged in user support interactions via telephone, chat and email platforms.
- Supported a diverse range of users across multiple locations by addressing software, hardware, and network issues effectively.
Service Desk Analyst
Berwin Leighton Paisner
07.2012 - 07.2013
- Short term contract to support a Windows 10 project
- This contract was extended once the roll out was complete, to provide additional Service Desk support.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
IT Analyst - Projects
Charles Russell LLP
01.2011 - 04.2012
- My role was to review the Incident Management process in preparation to upgrade to the new ITSM software, Sostenuto
- Due to my previous site experience, I was able to evaluate and execute process and procedural changes during this successful project
- Responsible for documenting, then delivering system training to the various IT teams.
- Developed custom solutions for clients, tailoring technical specifications to meet unique needs.
IT Service Desk Supervisor
Charles Russell LLP
09.2005 - 02.2010
- Contracted to restyle and develop the IT Service Desk and Desktop Support processes.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Evaluated employee performance and coached and trained to improve weak areas.
- Solicited customer feedback to identify and improve on areas of weakness.
IT Service Desk Team Leader
Olswang LLP
09.2002 - 09.2003
- Established an IT Service Desk at Olswang LLP’s new London office.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
IT Service Desk Supervisor
AIG Europe
04.2001 - 09.2002
- Contracted as a Service Desk Analyst, but after six months was offered a permanent position as Service Desk Supervisor
- Implemented a comprehensive procedure manual and service level agreements
- This role became redundant when the Service Desk was outsourced to a third party provider
- Assisted on site in Ireland by delivering training to new team members
Service Desk Analyst
West LB
09.1999 - 06.2000
- Engaged in user support interactions via telephone, chat and email platforms.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Offered a permanent position as the Service Desk Supervisor which I declined, as I planned to travel.
Skills
- Technical support expertise
- Ticketing system proficiency
- Remote Technical Support
- Training and mentoring
- Remote Desktop Support
- Incident Management
- ITIL Knowledge
- System Administration
Relevant Training Qualifications
ITIL Foundation Certification
Recent Technologies
- Microsoft Active Directory
- VMware Horizon VDI environment
- Microsoft InTune / WorkSpace One, ABM
- Service Now
- Windows 10
- Elite 3E
- MS Office 2010 – 2016 / Office 365 / Teams
- InTapp Time & Wallbuilder
- Skype for Business & Zoom Telephony
- WorkShare compare, Litera Suite
- IManage Desksite, Work 10, Cloud iManage
- MFA: VMware verify / Intelligent Hub 2FA / Authenticator / DUO
- Conferencing: Zoom, Teams, Webex
- Remote assistance technology eg. Beyond Trust
Timeline
Senior Service Desk Analyst
Bryan Cave Leighton Paisner
04.2018 - Current
Senior Service Desk Analyst
Berwin Leighton Paisner
12.2014 - 04.2018
Service Desk Analyst
Berwin Leighton Paisner
12.2013 - 12.2014
Service Desk Analyst
Berwin Leighton Paisner
07.2012 - 07.2013
IT Analyst - Projects
Charles Russell LLP
01.2011 - 04.2012
IT Service Desk Supervisor
Charles Russell LLP
09.2005 - 02.2010
IT Service Desk Team Leader
Olswang LLP
09.2002 - 09.2003
IT Service Desk Supervisor
AIG Europe
04.2001 - 09.2002
Service Desk Analyst
West LB
09.1999 - 06.2000
Similar Profiles
Sean WhiteSean White
Technology Specialist, Analytics Review Technology at Bryan Cave Leighton PaisnerTechnology Specialist, Analytics Review Technology at Bryan Cave Leighton Paisner
Benjamin D. RomasBenjamin D. Romas
Human Resources Coordinator at Bryan Cave Leighton PaisnerHuman Resources Coordinator at Bryan Cave Leighton Paisner
Annette OrtizAnnette Ortiz
Receptionist at Brian Cave Leighton Paisner, LLPReceptionist at Brian Cave Leighton Paisner, LLP