Engineering and Support Operations leader with responsibility for global incident and technical support covering consumer-facing services used by over 330 million PayPal customers, 75 million Venmo customers and enterprise applications used by 17,000 PayPal & Venmo Customer Services agents.I am responsible for building and managing the relationship between the Global Operations Support organisation and senior business leadership, delivering innovative product and support service improvement initiatives.I lead support team collaboration with business and technical stakeholders to identify and drive opportunities to improve the customer experience of the technical issue resolution processes, prevent or abate impact to customers and the business, and drive down inbound contact rates and costs resulting from customer impacting technical issues.

Regional leader with responsibility for delivery of IT operations and support to 11k users from 33 BAT commercial end markets across 28 countries in the European region. As part of the global End Market Ops group, the team worked with a "follow the sun" model to ensure 24/7/365 global coverage.Partner contract manager of BAT Global Service Desk, provided by 3rd party (Fujitsu). Delivered support services via multiple technical teams, ownership & governance of the incident and request/change management processes. Owned Major Incident & Crisis Management process, incident/request management, IT and Info Security operations, IT services scope within business continuity process, Service Delivery reporting and improvement actions. EMEA readiness and transition lead for the TaO service (Target operating model and OneSAP) into the global support model, leading the transformation of multiple ERP systems to a single instance in one of the largest OneSAP rollouts in the world to date, and was responsible for the transition of the EMEA technical service operations component of the operating model to a centralised global instance.

Global project lead to drive the planning, design, implementation, and deployment of Global Service Desk operations in BAT end markets and entities worldwide.Primary point of contact between the BAT Global Projects Team, 3rd party service desk operations supplier (Fujitsu), and individual end market teams for project management, governance, coordination, and escalation. I also served as a Subject Matter Expert, providing assistance and advice on service delivery and operations issues relating to the Project solution design, testing and delivery.The project rationalised 125 BAT service desks worldwide, operating at a multitude of levels from simple call forwarding desks to functioning as sophisticated business support centres. The project established a global round the clock (24x7x365) service, with standardised processes, improved end-to-end incident reporting across multiple end markets and enhanced service quality.

Co-creator and leader of Global Incident & Crisis Management Team responsible for the design, development and rollout of a new Global Major Incident Management Process. Designed and implemented a new operating model and process for standard incident and change management.Provided follow-the-sun escalation path for BAT end markets, shared and local service providers, and vendors to ensure major and critical incidents are managed to rapid resolution. Defined and managed service continuity and service improvement plans for multiple BAT end markets in European region.

Responsible for delivering IT services to BAT Ireland. Single point of contact and accountability for IT services provided by BAT's shared services organization (Group Service Delivery). In addition, I was local SPOC for security function (both commercial business operations and IT).

Responsible for all IT support structures, infrastructure, hardware & application provisioning, service continuity and local IT security.

Network engineering. IT solution design & delivery. Project management. Critical technical support. Technical sales and IT Security concultancy.

IT infrastructure installation, maintenance & support.

Retail PC sales and support.

Apprentice. Maintenance, overhauling and airworthiness checks of private aircraft.