1. CURRICULUM VITAE
Lynne Banks
Email: lynnebanks48@gmail.com
Mobile: 07540 718334
Profile:
I am an experienced ITIL manager in Problem Management, Service Desk
Management and Operations. I work with a diverse group of internal and external
stakeholders, to manage and maintain Telefónica technical services, equipment and
infrastructure across IT, Networks, Sales & Service and Service Management to
ensure optimal customer experience.
I am skilled in reactive and proactive problem resolution, incident analysis, ensuring
our customer’s experience is at the forefront of everything we do. I make effective
decisions under pressure, also identifying, prioritising, managing and solving
problems. I enjoy working in a fast changing environment, and I am a highly
motivated team player. I have strong communication skills, and I am able to both
embrace and lead others through change.
Relevant Experience:
Problem Management, Reactive Problem Management, running and managing Post
Incident Reviews with internal and external support teams and senior managers to
identify root cause, contributing factors and the delivery of the corrective and
preventative actions
Proactive Problem Management (Incident Analysis), analysing incident data to identify
lower level repeat incidents. Running and managing service reviews with support
teams and senior managers to identify and agree actions to prevent future major
service failures
Management of TEF UK and 3rd
party supplier service failure processes for all services
across Sales & Service (Online, Voice, Chat, Retail), IT, Networks and Service
Management
Management of the Telefonica UK Service Desk managing 21 Technical analysts
providing 1st
and 2nd
line desk top support for Telefonica UK employees, O2 retail
stores and 3rd
parties.
Training strategy, design and communication plans for several cross-segment
business areas, including Sales & Service
Telefonica O2 Problem Manager: March 2006 – June 2016
Summary
My current role as a Problem Manager involves working across all of the business
domains – IT, Networks, Service Management and Sales & Service, working with key
senior stakeholders, partners and suppliers.
Key focuses are customer experience and impact, incident and root cause, monitoring
and alerting, service restoration, communications, delivery of identified improvements
and project management. I identify underlying issues and trends using diverse
sources of information, and then work with operational teams to drive them to
resolution, drive down service failures and the associated cost. I also lead on key
projects to improve both the internal and external end to end experience.

2. My reporting on my PIR information requires me to translate technical faults into a
common language for the wider business to share and understand.
Key Responsibilities
 Project delivery of the Remedy Tool into Problem Management
o This involved working with the project teams in the UK and Spain, where
I managed the test plans and schedule for implementing all of the fixes
required, and reporting on all of the associated risks, issues and
dependencies to both the project teams and Service Management
 Planning, delivery and management of various levels of Post Incident Reviews
for Major Service Failures and Root Cause Investigations
o Leadership of all of the key stakeholders and senior management from
IT, Networks, Service Management and various other business areas,
including 3rd parties and supplier management to complete a successful
review and implement preventative measures, maintaining overall
governance of all key stakeholders until completion
 Service Reviews - Attend Service Reviews with internal and external customers
to maintain knowledge of the supplier’s roadmaps and services, and to ensure
that the problem management role within the SLM (Service Level Management)
structure is promoted and adhered to appropriately
 Pulling together daily, weekly, monthly and ad-hoc reports to manage our daily
operational work, and writing comprehensive and clear PIR reports and
documentation to support the business, often translating technical activity into
a common language.
Telefonica O2 - IT Service Desk Manager (October 2003 to March 2006)
Key Responsibilities
 Managing the Internal O2 Service Desk, I was responsible for leading 21
Service Desk analysts, both contractors and permanent employees
 Ensuring the delivery of a 1st Class Service to all O2 employees, my team
provided first line diagnosis and resolution for faults on IT Hardware and
Software including Billing systems. The Service Desk acts as the interface
between Sales & Service and Technology
 My responsibilities were monitoring call statistics to ensure calls were
answered as quickly as possible ensuring an excellent 1st line fix rate and
that incidents were raised at the correct priority. I was responsible for
escalating critical priority incidents to Service Controlwith the correct level of
detail to enable them to progress as a Major Service Failure
 Part of my role was to analyse data to identify any incident trends and
investigate solutions to reduce the number of calls into the Service Desk and
reduce incidents
 My duties included people management, one to ones, team meetings, conduct
cases, appraisals and interviewing
O2 - Access Control Clerical Officer (August 2001 to September 2003)
Key Responsibilities

3.  Accepting and processing requests for system access within agreed SLA’s.
Ensuring the correct level of access has been applied for to match the role
being carried out
 Creating system access for internal and 3rd
party employees, making sure the
lowest level of access is provided that allows individuals to perform their job
role effectively
 Auditing employee system access and processing 90 day non user reports to
reduce unnecessary access
BT Cellnet - Corporate Services – Single Point of Contact (September 1998
to August 2001)
Key Responsibilities
 Single point of contact for 10 Corporate Customers with accounts ranging in
size from 1000 to 5000 handsets
 Providing technical support for individuals using mobile devices, contract and
billing advise and information on mobile solutions for company managers
British Telecom - Retail Consultant (November 1989 to September 1998)
Key Responsibilities
 Working in the BT Retail store providing communication and telephony
solutions for residential and business customers
 Resolving customer complaints and escalations on billing and instillation
issues
 Processing orders to install land lines using various systems including credit
vetting, discussing complex billing queries and selling hardware and BT’s add
on services
Retail Consultant for Rumbelows Ltd (January 1983 to October 1989)
Relevant Training
ITIL V3 Foundation Certificate
ITIL V2 Service Desk Management Certificate
RSA CLAIT - Computer Literacy and Information Technology
IBT 2 - Word Processing, Graphics, Databases, Integration, Spreadsheets
Connect – Leadership Capability Course
Lead – Leadership Capability Course
Influencing Skills – Leadership Capability Course
Management of Risk Foundation
O2 Mind Gyms – various
Hobbies and Interests
Interests include reading, music, Zumba, and spending time with family and friends