Donna Chapman
Tonteg,Mid Glamorgan
Summary
Dedicated professional with expertise in user access
management,domain infrastructure, quality control analysis,
and data analysis.
Demonstrates exceptional time efficiency, active listening, and
effective communication skills. Known for a proactive approach,
positive attitude, and resilience under pressure. Committed to
leveraging
these strengths to drive organisational success and continuous
improvement.
Overview
22
22
years of professional experience
Work History
IT Provisioning Analyst
Opel Vauxhall Finance
Cardiff, Cardiff
11.2015 - 01.2025
- Managed user access permissions for central systems and domain infrastructure with Active Directory
- Handled routine and ad-hoc reporting requests with knowledge and assistance
- Performed detailed data access audits
- Conducted user access monitoring for applications and servers in line with audit requirements
- Contributed to team projects by providing key analytic insights.
- Communicated with staff at all organisational levels to assess current systems.
- Automated tasks to increase efficiency and reduce department workload.
- Reviewed peers' work to ensure highest quality of output,.
IT Service Desk Analyst – Level 1
GMAC UK Plc
Cardiff, Cardiff
04.2014 - 11.2015
- Answering over 50 phone calls daily, managed emails and web portal requests from users
- Providing accurate and updated information on incidents until resolved
- Maintaining high degree of customer service for all support requests
- Took ownership of personal queue, seeing issues through to resolution or escalation as appropriate.
- Offered technical expertise to contribute to 2nd and 3rd line of support.
- Used Service Now to track support tickets and document actions.
- Combined technical expertise and strong interpersonal skills to diagnose and resolve issues remotely.
- Participated in on-call duties outside business hours that ensured 24 and 7 support availability.
Customer Service Representative - Risk
GMAC UK Plc
Cardiff, Cardiff
10.2009 - 04.2014
- Collation and delivering of Management Reporting
- Provided office based support for 7 field staff
- Technical support of PDA devices and Wholesale Auditing System (WAS)
- Administration of all legal documentation
- Established and maintained rapport with internal and external people
- Analyzed data and identified audit risks
- Adhered to Commercial Lending Policies and Procedures (CLPP)
- Quality Checking work of other members of staff
- Process Improvements
- Ensuring Service Level Agreements (SLA) is met
- Mentoring those with less experience
Underwriting Co-ordinator
GMAC UK Plc
Cardiff, Cardiff
02.2003 - 10.2009
- Prevention of fraud
- Processed large amount of work to tight deadlines
- Review finance proposals from potential customers
- Handled high volume calls to address customer inquiries and concerns.
- Offered friendly, efficient customer service and handled challenging situations with ease.
- Ensured compliance with company policies during underwriting process
Education
10 GCSE's - Grades A-C
Bryncelynnog Comprehensive School
Rhondda, Rhondda Cynon TafSome College (No Degree) - Health and Social Care
Bryncelynnog
Rhondda Cynon Taff05.1994
Skills
- Quality Control Analysis
- Time efficiency
- Data analysis
- Active listening
- Positive attitude
- Proactive approach
- Resilience under pressure
- Effective communication
- Knowledge of Microsoft
- Network infrastructure understanding
Accomplishments
- Gained an 18K Mandate in Underwriting
- Mentoring employees with less experience
- Awarded Employee of the Month for outstanding contribution
- Multi Skilled across a variety of different departments i.e. Retail acquisition and Wholesale
- Passed ITIL Foundation Certificate in IT Service Management
Timeline
IT Provisioning Analyst
Opel Vauxhall Finance
11.2015 - 01.2025
IT Service Desk Analyst – Level 1
GMAC UK Plc
04.2014 - 11.2015
Customer Service Representative - Risk
GMAC UK Plc
10.2009 - 04.2014
Underwriting Co-ordinator
GMAC UK Plc
02.2003 - 10.2009
10 GCSE's - Grades A-C
Bryncelynnog Comprehensive School
Some College (No Degree) - Health and Social Care
Bryncelynnog
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