Deanna Squirrell

• Facilitate change and release processes for infrastructure and software updates using standard tools and methodologies to reduce disruption and support system reliability.
• Coordinate communication channels to inform stakeholders about business-impacting changes and releases effectively.
• Assist in implementing change and release management strategies to ensure smooth transitions and limit disruption.

• Managed UK Change and Release management team, ensuring IT service stability, integrity, and availability.
• Acted as deputy for department manager, overseeing Poland team of analysts two days per week.
• Coordinated with business owners to schedule updates and minimize downtime, balancing business needs and customer impact.
• Assessed, approved, scheduled, and documented hardware and infrastructure changes to mitigate risks and disruptions.
• Oversaw planning, scheduling, and control of software deployment, ensuring successful releases with minimal operational impact.
• Engaged with stakeholders to align changes and releases with business objectives and technical specifications.
• Analyzed potential impacts of changes and releases, implementing mitigation strategies to safeguard business stability and security.
• Developed and maintained documentation, ensuring adherence to change and release processes and procedures using JIRA.
• Communicated proactively with stakeholders about upcoming changes and releases, including timelines and potential impacts.
• Documented third-party changes to maintain record and provide context for any related production issues.

• Spearheaded team of Group Release Analysts overseeing diverse channels including Trading, Retail, Enterprise, and Cloud.
• Ensured seamless release management processes across multiple platforms and business units.
• Collaborated with cross-functional teams to align release schedules and manage dependencies.
• Implemented best practices in change management to minimize disruption and enhance system stability.
• Monitored release progress and communicated key updates to stakeholders at all levels.
• Facilitated post-release reviews

• Collaborated within Change and Release Management team to enforce company policies throughout IT change lifecycle, from development to live system deployment.
• Orchestrated release schedules for multiple projects, ensuring efficient and successful software rollouts.
• Coordinated with cross-functional teams to align release activities with business objectives and IT standards.
• Monitored release progress, proactively identifying and mitigating issues to uphold release quality and adherence to timelines.
• Crafted and updated essential release documentation, including plans, checklists, and deployment guides.
• Led release retrospective meetings

• Liaised with developers regarding bugs found during software testing process, promoting environment of collaboration and improvement across 3 Sportsbook sites (williamhill.com, williamhill.es and williamhill.it).
• Assured product quality by developing and executing effective test cases.
• Improved productivity with efficient management of test data sets.
• Chaired weekly review meetings with QA team fostering open communication and continuous learning opportunities within department.

• Conducted comprehensive system integration testing for OpenBet platforms, encompassing Sportsbook, Payments, and User Registration modules.
• Identified and meticulously documented software defects to facilitate efficient bug resolution and system enhancements.
• Spearheaded projects aimed at improving existing system functionalities, ensuring alignment with business objectives and user requirements.
• Implemented online separation strategies to optimize system performance and reliability.
• Coordinated event and system synchronization processes to maintain data integrity and operational cohesiveness.
• Provided timely support and critical fixes to live systems, minimizing downtime and enhancing user experience.

• Managed team of up to 30 telephonists, fostering collaborative and efficient work environment.
• Conducted monthly performance reviews, providing constructive feedback to enhance team productivity.
• Addressed and resolved team issues promptly, including monitoring attendance and punctuality.
• Oversaw call quality and duration, ensuring adherence to company standards and customer satisfaction.
• Maintained high availability percentages for telephonists on phone duty, optimizing response times.
• Handled client issues with focus on service excellence, resolving complaints and managing account inquiries.
• Upheld friendly and professional manner in all interactions with clients and team members.

• Managed diverse range of telephony duties within high-volume call centre, ensuring comprehensive service coverage.
• Operated across General, Priority, and Golden Spurs lines, catering to varied client base including top-tier customers.
• Processed client bets efficiently using a bet capture system, demonstrating attention to detail and accuracy.
• Provided informed responses to client inquiries regarding bets and shared knowledge of the betting industry.
• Delivered exceptional customer service, across hundreds of calls per day.