• Day-to-day management of support and installation of the MCAP product used for Clinical Utilisation Reporting in various NHS and international hospitals • Working customer support tickets (Freshdesk) and attending regular client meetings• Hand-on support activities including application break/fix analysis, Mirth Connect Integration/HL7 messaging, Ubuntu Linux command line management, Windows Server 2016, MySQL SQL & administration, and Apache/IIS configuration• Producing product documentation, liaising with customers and raising Jira tickets for product enhancements & new features.Project Management of technical delivery aspects of deployments for new customer and audit environments• Provide DevOps support for monthly delivery of applications update via docker containers and Linux Administration support for the Implementation Team• Working with NHS trusts and private care providers to integrate data into the SHREWD product which allows the visualisation and identification of NHS care pressure points. Currently engaged in the OPEL 24/26 rollout.

• Gathering requirements for marketing data load automation into the new Netcracker billing system• Engaging with Netcracker on data formats; arranged data feeds for reconciliation of loaded data• Creating design documents for the development team to build the solution• A home-based roleAchievement Highlight...• This project is still in its infancy – to date, established customer requirements (O2 Marketing Team; liaised with Netcracker), investigated/documented data structure within the Netcracker database, and developed system requirements for the Symmetry Solutions development team. The objective is to free up the marketing team to do the work they were doing before the migration to the new billing system. Currently, the marketing team are spending significant time responding to changes in devices and tariff plans and is not able to concentrate on a long-term marketing plans and objectives

• Proposed/managed budgets for the global PS team (including the UK office as Country Manager)• Work with the commercial team supporting bids, demonstrations, and proofs of concept; proposed standard configuration offerings and supported the pre-sale team's product knowledge• Engage with the development team providing customer insights into product development items• Attended/participated in company steering meetings with the senior management and the boardAchievement Highlights...• Aligned processes, procedures, documentation templates, configurations concepts and monitoring, ensuring that solutions were developed consistently across the group (a personal initiative). Provided the capability to track and report project progress consistently, identify common issues and risks, and apply lessons learnt across regions• Introduced a project management process to run more agile style projects by introducing sprints and using Kanban boards in Jira within a traditional waterfall methodology required by the customer. Designed, documented, and trained project managers. Breaking projects into two-week sprints facilitated understanding of struggling projects. Projects ahead of schedule could be assigned to smaller configuration CRs from the CR backlog or to assist with struggling projects• Implemented a standardised global timesheet monitoring for the PS Group through Jira Tempo. Created time tasks and templates, wrote the work procedure, and instructed the group. The company could effectively size project tasks as a result, ensuring no loss of money by under-scoping effort for activities• Appointed UK Country Manager in 2019 (in parallel with a role as Global PS Manager). Undertook general HR and office costs/lease renewals, providing quarterly company updates to the UK staff and budgetary overview of the UK arm of the company. Implemented COVID procedures for safe/remote working and line-managed the Administration Manager

• Day-to-day management of Professional Services (PS), projects and CRs – this involved regular calls with the PMs, staffing matters, and program/resource planning for ongoing/upcoming work• Reported progress, financials, and team utilisation to senior management, the board and the group• Handled all customer escalations for projects across all the regions; project-managed CR backlogAchievement Highlights...• Started with no team and a failing project in Sweden (managed out of Malaysia), deploying a product that hadn't finished development – the company's first Revenue Assurance deployment, a project value of more than $1m USD. Managed the project from take-over, recruited/trained a team, and wrote large parts of the product configuration, integration workflows, and Linux level control scripts (on-site and actively involved in deployment and user acceptance testing). Worked closely with the customer team to regain trust. The project was deployed successfully and is still in active use today• Developed the PS team and introduced training plans for new starters. Implemented a policy of recruiting team members with some technical skills and customer-facing experience, using these training plans and internal resources (personally covered Linux, integration and product configuration). This team went on to complete several large scale projects for customers like Three UK, Three Ireland, Telkom South Africa, SFR (France), and Zain (Iraq, Bahrain and Jordan)• Introduced a formal open-and-close process for controlled handover from the commercial team to PS, and from PS to BAU support, and more effective customer engagement. Reduced ongoing escalations for third-line configuration support after go-live by around 40%. Wrote the guidelines/checklist and supervised rollout. This also made it possible to highlight opportunities for product development, engaging the development team earlier

• Day-to-day management/development of the team into a professional Technical Support Team• Grew the team to seven engineers in total; budget of 650K USD, generated 3.8M USD in revenue• Monitored calls against customer SLAs to avoid penalties: only one escalation from 2006 to 2012• Reported SLA targets and call patterns to senior management/account manager for each customer• Budget setting, monitoring, as well as managing supported product upgrades at customer sites• Provided product support to PS/commercial pre-sales, reduced pressure on the development teamAchievement Highlights...• Employed as the business's first dedicated Support Engineer. Recruited support engineers, implemented a call logging system, and supporting call-logging procedure within a year – the start of a dedicated professional technical support team that freed developers from handling support work, creating a more professional organisation for customers• Introduced enhanced support for high-value customers (weekly and bi-weekly calls to discuss support issues and general product usage queries). This eased the support renewal process for large-value customers and built relationships between these customers and the support team. During my tenure, not a single customer left• Project-managed and implemented the company’s first SaaS offering, and subsequently managed the environment from the support team. This was the company’s first hosted product offering, used to host 3UK's, Three Ireland's, and Kingston communication's fraud detection applications. This allowed the company to target smaller telecoms operators by reducing the upfront cost requirements for the solution, and we were able to market our products in a SaaS model• Initiated and set up a regular training session for the support team to enhance their product knowledge (arranged in collaboration with the development manager). This reduced reliance on third-line and development support to solve issues raised

• Provided technical support and guidance to the global customer base• Hands-on technical activities (Unix/Linux, Oracle DB, Oracle SQL, Application Break/Fix Analysis)• Improved Technical Support in areas of documentation, process, and call trackingAchievement Highlights...• Worked with the Operations Manager to develop a support mentality within the company. Created a dedicated support team with dedicated resources providing professional support services. Produced work instructions and procedures and reviewed previous support cases for organisational improvements. After starting as one support engineer, a dedicated support team was created, and a structure was built around it. As a result, for the first time, standard SLAs were provided to customers rather than working ad-hoc, thereby establishing a truly professional service• Integrated support for an acquired company which was failing. Collaborated with support resources from this company to understand the product; involved in calls to customers, introducing them to the new support processes. Migrated customers into our support structure and began day-to-day customer management (the acquired company was also using developers as support engineers). Worked directly with customers (many of whom were unhappy with their service) to reduce attrition. Thanks to newly integrated support, Neural Technologies still has some of those customers today

• Provided second-line support for Unix, Linux, VMW and Windows-based technical environments• Produced an automation script (clearing print queues, adding users, viewing running services)• Implemented/worked with ITIL framework and acted as a member of the Change Advisory BoardAchievement Highlight...• Awarded a special recognition award every year at Mercer for work ethic and career progression – this was awarded to the highest achievers/most dedicated in each group (in a group of over 100 staff in IT usually around 10 were awarded)