- ITIL v4 framework strategy and service management of IT support- Decommission of on premises Active Directory and cloud migration to Microsoft Entra- Implemented cross department major incident management policy and process- Migration from JIRA to FreshService- Process improvement- Vendor onboarding, management, device and software procurement- Budget planning, cost control & procurement- Internal training strategy and delivered training on systems for support engineers and end users

- Managed Team Leads and Technicians across multiple countries within Europe and the US- Implemented company wide internal IT policies aligned with senior stakeholders- Re-designed and deployed internal accounts and access structure for 6000 employees- Custom built an IT inventory management system, processes & policies- Created an internal training strategy and delivered training on systems for the IT Department engineers and end users- Financial planning, budget planning, cost controlling & forecast analysis - Device and software procurement- Set up Group & Team Lead organisation for a global IT TeamPlatforms and software:- Google Workspace- FreshService- Torii- Airtable- Notion- Asana- BambooHR- Hexnode- Kandji- Meraki- Microsoft Admin- Adobe

Planning, procurement, deployment and setup of IT equipment for site openings and upgrades.Remote monitoring and management of Solstice Pods, Q-Sys AV Systems, Crestron, Tripleplay, Enplug, network switches and HP web services.Device management including deploying applications on iPads using configurator and Cisco Meraki.Providing 2nd and 3rd line technology support for clients and staff at over 60 locations across EMEA.Support ticket management through Salesforce Service Cloud.Network setup and troubleshooting.Application support for Windows & macOS.

Community Lead at Keltan House, I headed the sales plan, account management, events and operations for the building.Responsibilities:- Managing the sales pipeline for the building- Generating leads- Negotiating contracts- Customer account management- Monitoring and improvement of the quality of service for members- Revenue management and protection- Creating the weekly events schedule- Managing and registering vendors- Planning and maintaining the budget- Building walkthroughs- Managing the maintenance and upkeep of the building- Supervising contractors- Developing the Community Associate in their role to provide exceptional a front desk service

Team member for an events company that executes large scale parties and events for gay men in London with anywhere between 500 - 2000 attendees. (Part time)Responsibilities:- Event management and delivery- Set up, logistics and equipment building- Payment handling, monitoring and associated paperwork- Hosting and delivering an excellent customer experience during events- Training newer members of the team on processes, policies and procedures

- Troubleshoot, diagnose and resolve comprehensive technical problems for all Apple products and their accompanying software (iOS, Mac OS)- Perform repairs of all products- Mentor and train other L1 and L2 colleagues on technical and customer service issues- Support business members- Troubleshoot, diagnose and perform repairs of all Apple Products- Explain where technical issues may originate from as a result of having extensive knowledge of hardware and software components- Set reasonable expectations for customers and keep them informed and updated throughout their interactions- Document all relevant information and the nature of the problem with accuracy in all systems- Develop product knowledge and research required information using all tools and resources

iPhone/iOS Troubleshooting

Assistant manager for a supported housing project for 71 homeless young people in Westminster, London.Responsibilities:- Training and supporting staff to understand the necessity and importance of benefit claims being completed promptly and accurately in order to maximise young people's income.- Ensuring that the project operated within an allocated budget including producing a yearly budget, managing petty cash and rental statements.- Inspiring staff to perform well as individuals and as part of a team, by being professional and empowering.- Providing regular structured 1:1 support through meetings and appraisals.- Ensuring that policies and procedures were adhered to across the service.- Developing and fostering relationships with internal and external stakeholders.- Creating positive move on opportunities and support for young people.- Assisting in the co-ordination of the activities of the service including management of the staff team, locum workers and volunteers so that the service ran efficiently and effectively.- Preparing high quality reports for internal and external stakeholders.- Reviewing all case files for young people so that they met a professional standard and that all aspects of the Data Protection Act were followed.- Ensuring that young people received support in line with contractual obligation and that the staff team responded in a suitable manner for the welfare of the young people including child protection and vulnerable adult issues.- Facilitate and empower young people to access and take up other support services.- Operational lead for the premises maintaining it to a high standard and meeting all legal and statutory requirements.- Maximising rental income and minimising losses by managing rent accounts, letting and referrals to a high standard.

Supported housing officer within a housing project located in the community.Working over two buildings with self contained accommodation for vulnerable adults who had lived in emergency hostel accommodation.Managing a caseload of clients.Tracking and monitoring rent accounts, following a rent arrears procedure and issuing relevant legal paperwork concerning assured shorthold tenancies and licence agreements.Creating, agreeing and progressing support plans to assist service users a transition into independent accommodation.

Duty Officer for Leicester City Council's emergency accommodation provision which consisted of five projects which catered for single homeless people, childless couples, families, women fleeing domestic violence and young people.Handled caseload of clients, encourage and monitored their progress to independent living.Risk assessment of personal needs including health, finance, offending, education, employment and well being.