This document is a personal profile and CV for Lucy Mathie-Ingram. It summarizes her experience as a Business Systems Analyst focusing on client relations, system understanding, and ensuring functionality and accuracy of various systems including CAFM, SharePoint, and SQL. Previous roles included Personal Assistant, Customer Service Team Leader, and various retail management positions demonstrating experience in customer service, staff management, and operations.

1. PERSONAL PROFILE
An enthusiastic and hardworking business systems analyst who has a successfulrecord of achieving results for a variety of
company clients. Possessing a very good working knowledge of various systems including in house Computer Aided
Facilities Management (CAFM), SharePoint, Microsoft Office, Microsoft SQL server and reporting systems.Employing an
analytical approach to gathering systemfunctionality to enable successful migration for contract deadlines.
AREAS OF EXPERTISE
 Client relations
 Stakeholder management
 System understanding
 Document compiling
 Communication
CAREER HISTORY
BUSINESS SYSTEMS ANALYST Carillion Plc February 2011-February 2014,
TUPE to Wipro February 2014-Present
Providing a professional service to both internal and external clients. Undertaking a variety of tasks to ensure end to end
logging of jobs is possible on the in house CAFM system. Establishing current working practices and developing more
streamlined approaches where possible. Gathering data to ensure system accuracy. Engaging stakeholders and system
developers to ensure functionality is achievable and on target and implementing any cost saving initiatives for greater contract
margins.
 Undertaking Detailed analysis of various current systems and processes
 Overseeing the migration of the legacy CAFM systemonto the in house system
 Creating hospitality and events management functionality
 Ensuring stock control and billing is accurate
 Responsible for project progress documentation and scheduling updates
 Travelling to client sites to gain accurate understandings of a variety of functions and systems
 Identifying Key stakeholders and ensuring effective engagement where necessary
 Maintaining Internal Databases
 Producing systemspecifications in a format suitable for developers to make systemchanges
 Training staff on systemuse and processes
 Attending internal project management course
PERSONAL ASSISTANT Carillion Plc May 2010-February 2011
Supporting 2 company Directors providing a professional service to ensure diary engagements and client meetings were
conducted within strict timescales to meet legal and contract obligations. Acting as the first point of contact for the Health
and ICT Business intelligence departments for both internal staff and external clients.
 Diary management
 E-mail monitoring
 Document checking
 Client communications
 Travel arrangements for direct reports and their staff
 Compiling monthly reports for company stakeholders
 Supporting 4 lower level managers
 Processing expenses claims
Business Systems
Analyst CV
Lucy Mathie-Ingram
33 Burgh Mill Lane,Dewsbury,WF13 3QS
T: 01924 456628
M 07813 071 248
E: LUCYMATHIE@HOTMAIL.COM

2. CUSTOMER SERVICES TEAM LEADER Ventura July 2004-October 2009
Managing a team of 12 call centre staff ensuring they provided an effective customer services and sales team.
Working within a Gas utilities company department using SAP as their billing software system. Motivating staff
to ensure we remained as the top scored team.
 Excellent system knowledge, Initially on Legacy systems but then after a migration on SAP
 Handling customer complaints
 Managing staff including training, absence, payroll, holidays and motivation
 Investigation and disciplinary process expert
 Providing cover for other team leaders and senior managers
 Ensuring company polices are followed
 Enforcing strict Data Protection guidelines
 Staff motivation, training and development
 Compliance monitoring
STORE MANAGER Sally Hair and Beauty 2002-2004
Managing a small team of staff in a busy retail store selling hair and beauty products to trained professionals
 Staff training and development
 Cash Handling and banking
 Extensive product knowledge required to advise customers
 Excellent communications skills needed to ensure no mistakes were made with potentially dangerous products
 Stock control
 Liaising with suppliers and ensuring knowledge of staff was maintained for new product releases
 Health and safety compliance
ASSISTANT STORE MANAGER Roseby’s 2000-2002
PETROL STATION ASSISTANT Safeway Supermarket 1998-2002
ICE-CREAM PARLOUR MANAGER Snugburys Jersey Ice-Cream 1996-1998
EDUCATION
 Foundation Certificate in Business Analysis 2013 – Certificated
 Project Managers for none project managers – 2012 – Internal
 NVQ Level 2 - Customer services - 2008
 Malbank School and Sixth Form Centre - GCSE achieved Maths, English Double, Science Double,
Drama – 1996 - Grade C
PERSONAL INTERESTS
 Dog rescue and charity work
 Walking
 Reading
References Available on request