1. Laura Christie – CV – May 2016
Laura Christie
10 Park Lane
Haddington
East Lothian
EH41 4EJ
Mobile:07599 759900
Email:laura221@btinternet.com
Personal Profile
I am a Local GovernmentManagerwith25 yearsexperience in businessand systems support.
Overthe years,I have managedvariousteamswithdiverse remits. Witheachinternal orLocal
Governmentreorganisationmyrole haschangedtosuitthe needsof the businessandIhave
adaptedwell toeachchange. I have excellentorganisational skillsthathave beendemonstrated
manytimesfollowingre-organisationswhenIhave hadnew teamsto manage,subjectstolearnand
skillstodevelop. Ienjoyachallenge andthrive wheninanenvironmentwhereall teammembers/
colleaguesare encouragedtobringforwardtheirownideasandsuggestionsforwaystoimprove or
developthe service –alwaysworkingtowardsacommongoal. I workwitha great sense of pride in
whatI do and thisbehaviourisreflectedinthe teamsthatI manage. One of my strengthsisto
motivate myTeamLeadersbygivingthemsupportbutalsoallowingthemthe freedomtomake
decisionsandsuggestchangesthatwill benefitthe teamstheymanage andtheircustomers.
I enjoymyjobverymuch. I have beenaloyal andhard-workingemployeeof the Council formany
yearsand have beenrewardedinreturnwithacontinuallychangingenvironmentandchallenging
roles.However,withthe everincreasingpossibilityof joblosseswithinthe Council Ibelieve itistime
to seekemploymentinanotherorganisationthatwillhave aninterest inmypersonal qualitiesand
the experience andskillsIhave acquiredoverthe years.
Key Skillsand Qualities
 Managerial skills
 Control andmaintenance of variouscomputersystemsincludingbatchwork
 Significantexperience inasupportservicesenvironment
 Significantexperience inacustomerfocusedenvironment
 Managementof an internal Service Desk
 Knowledgeof datagatheringtoproduce statistical reportsforSeniorManagement
 Budgetmonitoring –Staff (£634K), ICT (£800K), Postage (£350K)
 Experience inestablishingstandards,proceduresandadministrative processes
 Experience inthe handlingof sensitiveand/orsecure data
Work Experience
City of EdinburghCouncil – 25 Years
Current Post – SystemsSupportManager
February2016 to present
As a resultof a recent internal reorganisationIamcurrentlythe SystemsSupportManagerwithin
ICT Solutions. Ihave directresponsibilityforthe teamswhosupportapproximately50internal
systems. Iam responsibleforthe managementanddevelopmentof 30 staff withinthese teams.
An importantpartof mycurrent role isto liaise withCGI,EdinburghCouncil’sITPartnerstobuild
successful relationshipsbothwithmyinternalsupportteamsandthe wideruserpopulationin
EdinburghCouncil.
My teamsare currentlyinvolvedinUserProvingtesting inpreparationforthe datamigration
scheduledinJune. Ihave alsorecentlybeeninvolvedin asuccessful projectincluding assurance

2. Laura Christie – CV – May 2016
testingof the newBACSprocessfor transmissionof filesviathe CGIBACSBureau.
The nature of my role isone that isexpectedtobe involvedwithanydevelopmentsand
enhancementstothe internal systemsincludingthe testingandmigrationtoanothersolutionas
agreedinthe OBS documentsheldbyCGIas part of the CEC contract.
BusinessSupport & InformationManager
April 2013 to February2016
Responsibilityforthree teams –SystemsSupport,OperationsSupportandDocumentProcessing
withinCustomerServices –as detailedbelow. Myteamssupportedall staff /systemsinthe Cityof
EdinburghCouncil’sCustomerServices –upwardsof 600 customers – withwide rangingneeds. We
introducedaService Desktorecordsour customer’sneedsandhave developedprocessesand
Service Level Agreementsforall areas. We achieved77% self service andourcustomersatisfaction
surveyresultswere alwaysupwardsof 90%
I chairedmeetingswitheachServiceAreatodiscussprojects,agree prioritiesandaddressanyissues.
I have createda sharedworkspace whichshowsall outstandingprojectsandprogresstodate. This
allowsanymeetingthattake place tobe lesstime consumingandmore effective becausethe
attendeeshave sightof the workinprogresspriorto the meetings.Effective communicationbeing
the keyto thissuccess.
Thisrole alsoinvolvedliaisingwithBT,EdinburghCouncil’sITpartnersat thistime andinitiatedand
maintainedmany successful workingrelationshipsoverthe years.
SystemsSupport Team – control and maintenance of variouscomputersystemsusedbyCustomer
Services,managementof systemenhancementrequests,managementof the Council’sdigital
telephonysystem(Solidus),control andmaintenance of CustomersServicesBusinessContinuity
Plans,control andmaintenance of the CECCustomerRelationshipModel (CRM)
OperationsSupport Team – responsibilityforthe control monitoringof computerrunsthat
generate Council Tax andNon-DomesticRatesBillingandRecoveryandsubsequentreconciliation.
Control overthe computerrunsthat generate DirectDebitRequests(approx.£55m). Control over
the computerruns thatgenerate HousingBenefitpaymentstothe vulnerablecitizensof Edinburgh
Document ProcessingTeam - responsible forthe scanningandindexingof incomingcorrespondence
to CustomersServicesontothe currentEDMSystem, Comino. Upwardsof 30,000 docsper month
The Team deal withapprox 1,600 Ticketsraisedonour Service Deskeverymonthwithservice
requestsincluding;systemissues,security,useradministration,Freedomof Informationreport
requests,telephonyissues,systemenhancementrequests,projectrequests
It ismy responsibilitytoensure the accuracy of the workprocessedbyimplementingawide range of
qualitycheckingthroughavarietyof methods,recommending,monitoringandfollowingup
specificactionstobe undertaken.
Also,toprovide expertadvice andassistance tothe Divisiononcomplex and technicalmatters
relatingtothe day to day runningof the Division’sICTsystems,digitaltelephony anddocument
processingsystem
SystemsSupport Manager
Oct 2010 to March 2013
Similartothe above withthe exclusionof the SystemsSupportTeamandthe Service DeskwhichI
introducedtwoyearsagowhenmy postchangedafteran internal re-organisation
Control SectionLeader
December2006 to Sept2010
My postshave all hada similartheme andthroughvariousre-organisationshave changedand
developedintoamore complex andchallengingrole.
Control AdminAssistant

3. Laura Christie – CV – May 2016
July1990 to Dec 2006
My postshave all hada similartheme andthroughvariousre-organisationshave changedand
developedintoamore complex andchallengingrole.
Training
The Council operatesacompetencybasedPRDScheme. Ihave attendedcourse onthe following
subjectsandhave continual accesstoon-line coursestorefreshand/ordevelopmyskills.
Beingcustomer/clientfocused
Takingownershipandresponsibility
Communicatingeffectively
Workingeffectivelywithothers
Managing change
Leadingothers
Political sensitivity
Planninganddecisionmaking
Managing performance anddevelopingothers
ProjectManagement
RiskManagement
Microsoftoffice
Education
HigherNational Diplomain BusinessAdministration –withadditional meritsandawardfor Part-time
studentof the year
Institute of LeadershipandManagement –level 3AccreditedCertificate
Additional Information
Full currentdrivinglicence
References
Laura Stewart
BusinessHubManager
Cityof EdinburghCouncil
WaverleyCourtC.5
4 East Market Street
Edinburgh
EH8 8BG
laura.stewart@edinburgh.gov.uk
Lynne Harvie
6/4 LochendParkView
Edinburgh
EH7 5FZ
Lynneh1@btinternet.com