1. Curriculum Vitae
Personal Details
Name: Angela Bell
Address: 2a Glenkyle Parade
Newtownabbey
Co Antrim
BT36 6SY
Telephone No: Mobile: 078999 35900
Email: angela.hugh@ntlworld.com
Education
1986-1991 Ballyclare High School
8 GCSEs Grade A-C
1991-1993 Newtownabbey Technical College
BTEC National Diploma in Business & Finance - Merit
Work Experience
2008 - Present Allstate Northern Ireland
Position: Field Support Team Manager
My current role is Team Manager to 6 permanent staff and 2 temporary staff (placement students), across 3
sites (Strabane, Belfast and Derry). My responsibility is to ensure the smooth running of a very busy team,
who provide technical support to over 3000 devices within ANI, including desktops, laptops, apple devises,
mobile phones, desk phones and conferencing equipment. Most work intake (break/ fix and individual
requests) is via the company ticketing system, from which all team metrics are taken. I joined the company
in 2000 as part of the Field Support team which gives me an excellent understanding for the work that is
carried out by the team.
Responsibilities include the following:
- Team Metrics: Monthly 1 to 1 meetings with individual staff to discuss metrics, team trends,
highlights, SLA’s, improvements. Ensure that tickets are being picked up in a reasonable timeframe
and that SLAs are being met.
- Procurement: Take control of all hardware stock (laptops, monitors, desktops, printer toners,
peripherals) and submit new orders when necessary to ensure that there is enough stock to fulfill all
requests. I have built strong relationships with our current hardware vendors and ensure we get
best price at all times. I raise Purchase Orders adhering to the ANI Purchasing process.
- Staff Management: Ensure that all new staff members are fully trained and contributing to the
team within a quick timeframe. Ensure that all placement students are mentored by the
experienced staff and ensure they gain as much experience in both the technical and customer
service side of the role. Ensure that continuous support is given to staff, especially on remote sites
- via phone call, IM, 1 to 1 meetings and regular personal visits to the Strabane and Derry sites.
Provide time to listen and offer assistance at all times. Develop the team as much as possible in
order to keep them enthusiastic and motivated and support them with career development.
Continuous recognition to staff using the High 5 tool, calling their efforts out in team meetings,
presenting their work at town halls etc. Ensure that billed staff have timesheets and PRISM entries
up to date for monthly invoicing.
- Global Responsibility: Regular meetings with the Global Field Support Leadership team,

2. ensuring that I contribute professionally to all meetings. I have built strong relationships with my
fellow leadership team and I am very proud of the work that we accomplish together. I am currently
involved in projects which I often take a lead role.
These include – 1. Delivery Simplification: working to ensure all requests forms are changed to
ensure user friendly for the customer, while providing the team with all the information required to
fulfill the request, 2. Drive Client Technology – leading a core team to help communicate, market
and educate our customers with all the technical information they require to make their day to day
jobs more effective. Most recently building a knowledge base for our customers which will also be
built into the employee induction package, introducing all new employees to the technology
available to them. 3. Field Support SharePoint site – I built and currently maintain the Field Support
sharepint site, which was a huge step in sharing documentation across of the global sites. This site
holds all the team metrics, project documentation, how to’s etc.
- Company Communications: take an active role in ensuring all ANI staff are kept informed of new
technologies, updates, scheduled software drops – endeavouring to communicate in non-jargon
language in order to get understanding at all levels and minimise follow-up questions and concerns.
- TM Fundamentals Training Delivery: - since 2012 I have delivered regular TM Fundamentals
training to all new Team Managers. This is a 1 hour presentation to introduce TMs to the world of
Field Support, describing what we do and how to go about raising a request in order to engage our
team.
- Be part of the team: as the team is so busy I am always at hand to bring deliveries off back of
lorries, unbox equipment, asset hardware, ensure build rooms, comms rooms and work areas are
tidy. This work regularly has to be carried out after hours, due to how busy the team are during the
day.
2012 – Present Allstate Northern Ireland
Lead to Succeed Training Delivery – since 2012 I have been part of the internal training delivery team
for Lead to Succeed. We are a group of approximately 8 staff (a mixture of Admin and Senior Management
staff) who pair up to deliver ½ day and full day training sessions to new Team managers. I have delivered
training in the following areas: ‘Persuading & Influencing – 1 day’, ‘Managing & Leading teams – 1 day’,
‘Communicating for Success – ½ day’ and ‘Managing Change – ½ day’. This training requires a lot of
pre-course preparation – meetings with my training delivery partner, amendments to the current
presentation, preparing print outs and equipment for team activities etc.
2000 – 2008 Allstate Northern Ireland
Position DIA (Desktop Integration Analyst): Field Support
I joined Allstate Northern Ireland as a DIA , supporting all hardware and many software environments within
the company. This team had just 2 members when I joined. We started off supporting around 200 devices,
this number rising up to 2000+ over the next 8 years. As the team grew I found myself becoming a natural
leader who would train the new staff members and in later years began performing team appraisals. I then
naturally progressed into the Team Manager role.
1997-2000 IMR – US Software Company
Position Field Support Analyst/ Training Officer
Technical support role – providing all areas of desktop, networking and telephony support. Also this role
involved training delivery in MS Office products, to internal staff. I designed and created all training material
and examples. Training delivery usually lasted ½ day for one of the following applications: MS Word, MS
Excel, MS Access, MS Powerpoint.
1994-1997 Logicom Training

3. Position Software Trainer
This role started as an administrator role, helping in organising and scheduling training sessions to external
companies eg Shorts, NIE, Harland & Wolfe, Hendersons. I soon began delivering training myself, mostly in
MS Office suite of products (Word, Excel, Powerpoint, Access). Training courses would lasted between ½
day and 2 days.
Interests and Personal Time
As a mother of 2 young boys, I spend much of my personal time at football training and football matches. I
also enjoy cycling with the family, power walking and attending a local step class. During the summer
months we enjoy camping at sites around Ireland and Northern Ireland.