Working as a technical sales support engineer, responsible for providing technical pre-sales support for a range of software and hardware solutions from initial customer engagement through customer demonstrations, trials and post installation

Working in the Retail Labs team as a project manager at M&S head office in central London. Managing proof of concept trials within M&S and evaluating the value added to the business, whilst ensuring all projects maintain a clear hypothesis, KPIs and CSFs throughout

Project management: Resource planning, stakeholder management, project reporting, project planning, project roll-out and user training, improvement identification.Business analysis: Process modelling, impact and risk analysis, product functionality documents, data modelling, requirements gathering, As-Is Analysis, gap analysis.Quality assurance: Scripting and implementing test cases for systems.Key results:HCP (healthcare professional) data review. Gathered and consolidated user requirements from many departments within Napp. Reviewed vendors’ products. Analysed business needs in order to identify optimum data provider.CRM Feasibility. Documented user requirements, carried out gap analysis, requirement gathering across many departments within Napp. Completed vendor selection and created business case.Napp Account Selling Tool Lead/Management. Created project plan, arranged training, chaired meetings, created test documents, created training documents, worked with Napp sales to ensure smooth migration, provided after roll out support, provided continuous system improvements.IT request fulfillment management. Designed and developed Napp IT priority management tool. Allowing transparency and providing a single point of truth between Napp and its IT requirements/requests.

Desktop, hardware and software support.Remote and local user support.Software deployment and management through SCCM, Group Policy, AppV and SCCMUser/group management through Active Directory and Exchange.Windows 7, Windows Vista and MacOSX operating system deployment.Incident, Request Fulfilment, Change and Knowledge Management adhering to the ITIL framework.Call logging and reporting using the SupportWorks management tool.Escalation of call and SLA management.Key results:Process unification project. Worked with German Mundipharma IT colleagues to develop a set of processes to be adopted globally, by the entire IT company (based on the ITIL framework).Windows 7 deployment project. Worked with infrastructure and project management colleagues within Mundipharma IT to successfully roll out Windows 7 across Europe.Latin America and Asia deployment project. Worked on the roll out of laptops and hardware to emerging offices across Asia and Latin America. Building computers locally and remotely whilst sticking to strict deadlines.

Provided all levels of technical support to both staff members and pupils at the school. Provided classroom support/assistance as required.