Joanne Smith
About Joanne Smith
Joanne Smith is a Service Transition Analyst with over 13 years of experience at SITA, specializing in process development and training within the IT service management sector. She holds qualifications in Prince 2 Foundation and ITIL Foundation V3 and has previously worked at BAA in various IT roles.
Work at SITA
Joanne Smith has been employed at SITA as a Service Transition Analyst since 2011. Her role is based at Heathrow Airport, where she has worked for over 13 years. In her position, she has developed and implemented new processes for IP Telecoms installation and implementation. She has created step-by-step guides for newly developed processes and provided feedback to senior management on the success of process adaptations. Additionally, she has conducted training sessions on new change request tools and processes for department staff and project coordinators.
Previous Experience at BAA
Prior to her current role at SITA, Joanne Smith worked at BAA from 2004 to 2011. She served as an IT Request Desk Analyst for three years before transitioning to the role of IT Network Operations Planner, where she worked for four years at Heathrow. During her time at BAA, she played a key role in defining contract-based procedures during the TUPE transition period for the Networks department. She also provided first-line support and resolved IT desktop issues in a call center environment.
Education and Qualifications
Joanne Smith studied at Durban Girls High from 1992 to 1996. She holds qualifications in Prince 2 Foundation and ITIL Foundation V3 IT Service Management. Additionally, she received ITSM Remedy in-house training from Capgemini in June 2009, enhancing her skills in IT service management.
Technical Skills and Responsibilities
In her roles, Joanne Smith has demonstrated a range of technical skills and responsibilities. She has managed the creation and deletion of network access for new joiners and leavers and delivered application access using NDS. She has also served as an administrator for Network Account, RMS, and Safeboot account resets. Furthermore, she utilized Mailsweeper email scanning software to screen unsolicited emails, ensuring a secure IT environment.