PROFILE

An articulate, customer focused individual who successfully performed senior roles in projects with major clients across different business sectors. Highly proficient at liaising and communicating at all organisational levels, with customers and suppliers. Completed the full project lifecycle, ensuring compliance within strict financial and time constraints. Trained and supervised personnel, analysed situations to create technical solutions with cost estimates, ensuring business and quality objectives were consistently attained. Seeking a position in London, in a Service Management role delivering and releasing software products, using the ITIL and Prince 2 experience, to continue the career development.

KEY SKILLS & ACHIEVEMENTS

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Accomplished in team and virtual team management positions. Completed and supervised the complete project lifecycle, from gathering and documenting business requirements to putting together teams, controlling costs and monitoring staff to ensure that implementations were on time, within budget. Clearly shown in different roles at [snip].

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Successfully communicated in organisations, coordinated with departments and management, as well as major customers. Negotiated and liaised with suppliers and vendors, developed networking to provide advantage and repeat work for the company.

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Fully trained and experienced in the use of the Prince 2 project management methodology and ITIL best practices. Introduced elements of these processes at PrePay.

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Displayed excellent interpersonal abilities when mentoring and motivating people within the workplace. Monitored staff across multiple projects and was involved in recruitment. Learned key people skills when working for BT Customer Options.

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Highly proficient at estimating, with a strong knowledge of commercial issues in diverse business areas. Introduced new initiatives and influenced business direction.

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Possesses excellent IT knowledge, clearly used to provide technical solutions that fully achieved the needs of the enterprise. Kept abreast of the technical developments.

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Conversant with international operations and cultural differences. Worked with teams around the UK and overseas; travelled extensively around the world.

CAREER HISTORY

Dec 2006 –

Feb 2007

Project & Process Manager (Contractor)

[snip], London

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Recommended for this position by a former manager, completing projects following the initial sale. Produced definition documents, project plans, assigned resources, oversaw startups.

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Introduced a formal project, technical and release management process over two sites. This was based on experience at [snip], using elements of Prince 2 and ITIL.

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Liaised with major clients such as Debenhams, Ticket Master and other retail operations; worked closely with Mastercard for a new debit card product.

Mar 2005 –

Aug 2006

Principal Operational Readiness Checking Analyst

[snip], Bristol

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Proposed and received management approval for the introduction of training for the Prince 2 methodology.

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Trained over 1,000 employees locally and around UK on the Operational Readiness Checking process and the in house, on line tool that supports it. Provided feedback on employees to management and was involved in the recruitment process.

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Accomplished at estimating the resource requirements for projects. Coordinated with Project and Resource Management.

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Mentored and monitored Senior Analysts and other personnel on projects, checking virtual team management.

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Responsible for assessing risks, checking test results, approving changes prior to going live, liaising with internal teams and gaining sign offs by customers.

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Demonstrated the ability to multi-task by working on 50 to 60 projects at any one time. This meant one or two implementations per week.

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Led smaller projects from the planning phase. Recommended staffing and project implementation requirements to the Project Managers.

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Acquired a solid knowledge of utilising the appropriate technologies to meet the requirements of the business.

Apr 2004 –

Mar 2005

Programme Controller (Contractor)            [snip], Bristol

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Headhunted for this coordination role providing value added services for the client base.

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Worked extensively with [snip] internal staff across Europe and the USA. This included field-based tasks and organising training for internal personnel.

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Liaised with major vendors, including Cap Gemini and Comverse.

Oct 2003 – Apr 2004

Travelled in South Africa, Far East, Australia, NZ & America

Apr 2003 – Oct 2003

Delivery Manager                                        [snip], Bristol

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Attained an internal promotion on recommendation from the management.

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Assisted the Project Manager, managing a large virtual team that was based at locations around the UK.

May 2001 – Apr 2003

Change Analyst                                           [snip], Bristol

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Began as a temporary employee, became permanent after 12 months. Successfully processed the highest number of quality change requests within [snip] UK.

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Provided network and IT changes. Gained project sign offs, ensuring that there were no negatives for the company.

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Liaised with internal clients and major customers such as ntl:Telewest, BT and other telecoms businesses.

Oct 2000 – Mar 2001

Sales Negotiator            [snip], Bristol

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Managing the sales process for customers, from showing properties to commencing the sales negotiation process.

Sep 2000 – Oct 2000

Controller (Temporary)                [snip], Bristol

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Recorded orders from clients at this consultancy; interviewed and recruited new employees.

May 2000 – Aug 2000

Travelled around Australia & America

Sep 1998 – Apr 2000

Helpdesk Advisor to Trainer     [snip], Bristol

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Promoted to mentor and supervise people within the high-pressure sales environment, for the retention and acquisition of customers.

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Monitored performance levels, escalated staff disciplinary issues, coached new employees.

sKILLS & EDUCATION

IT Skills

MS Windows NT to XP, plus Word, Excel, PowerPoint, Project.

Lotus Notes, Visio, Remedy, Webex, SAP for internal timesheets.

[snip] internal systems, TCMS (Technical Change Management System).

Training

Received

Prince 2 practitioner, ITIL Service Management (foundation level).

GSM Technical & non-Technical courses, Managing Virtual Teams.

Finance for non-financial Managers, Managing Business Performance.

Gained BS7799 Accreditation during ORC role at [snip].

1991 – 1998

3 ‘A’ Levels: English Literature, Theatre Studies, Classical Civilisation

1 ‘AS’ Level in Dance, 10 GCSE grades A - C at Cotham Grammar, Bristol

Personal & interests

Nationality:

British, with full driving licence.                      D.O.B:     14 December 1979

Travelling:

To see new countries & places, experiencing many different cultures.

Others:

Cinema, Theatre & Ballet, Gym for fitness, Reading for relaxation, Cooking.

REFERENCES – available upon request