I have been working on the Network Evolution Programme at Smart DCC for the last 18 months. This is looking at the next generation DSP. This acknowledges the complex and highly regulated environment, the numerous stakeholders, and the maturing IT organisational structure/framework.I have worked on the Enterprise IT Programme making the DCC independent of shared IT services with its parent company Capita. This included a new MS Azure cloud tenancy, Active Directory, and segregated network.I worked the Onboarding Project aiming to automate the highly manual process of becoming a Smart Energy Code Party. I delivered high-level options including Salesforce.

I was the lead design authority for Mobile Workforce Management solutions having been involved 4 major implementations. As an experienced Solution Designer, I was the E2E technical lead design on several projects. Mobile Workforce Management – I designed several solutions for Consumer (ICOMS) and Networks (Remedy) divisions. My position was to deliver the high-level design and to lead detailed design of critical components such as provisioning and the mobile device user interface. This solution used the Oracle Field Services cloud based automated scheduling solution supporting 1000 technicians. It was integrated into the company CMS using Oracle Fusion middleware. The solution had real time provisioning and validation of customer equipment. The solution handled 30k work orders and 350k transactions per day.Hotspot Solution – My role was lead IT design for Virgin Media’s hotspot solution. This Networks/IT project upgraded customer routers to support hotspots so Virgin Mobile and Virgin Media customers could seamlessly connect to them. My contribution was to design the complex authentication and authorisation elements so the solution was secure and the service could be managed. This was achieved using OAuth 2.0 authorisation (PingFederate), encryption methods, and Oracle Identity Management. The business case was based on offloading mobile data saving £750k/year. Broadband – I am a highly experienced IT design lead for wireless router projects. I have worked on many Customer Premise Equipment (CPE) projects. The key deliverable was to ensure that the whole of VM’s IT estate was updated with all development and configuration activity to support new CPE. The high number of functions impacted such as billing (ICOMS), proposition, inventory, OSS Toolset (SNMP), provisioning (IIP), customer care, and reporting.

My role was Technical Analyst in the Consumer Applications Team. I specialised in the Mobile Workforce Management solution. This solution automatically allocated work orders to engineers who returned updates via a mobile device.I played a lead role in improving reliability of the solution when it was launched. I investigated the 4 key areas which were preventing the solution from performing. I led the improvement plan which resolved the P1/P2 problems.Other duties included managing the 3rd party off-shore Support Team who were responsible for the middleware and client application. I also produced the technical specifications for all change requests and performed the role of Test Manager.

My role was Support Analyst in the Technology Division specialising in the Mobile Workforce Management (MWM) solution. The main activity was to support applications by investigating issues, fixing them and responding to the customer. I was also seconded to project work to apply my MWM knowledge and keen to get involved in any aspect of the project lifecycle. This resulted in me being doing configuration management of test environments. This required the ability to schedule work, ensure that there were no test conflicts and help meet testing targets. Another activity was to manage the supplier relationship for a laptop swap service supporting 800 engineers. The main aim was to ensure internal customers were happy with the service and hold regular meetings with the supplier and to escalate where appropriate. I also performed some business analysis activity helping to ensure that IT Support requirements were correctly captured for projects.

I was a Business Analyst in the Operations Division, capturing project requirements, and fully documenting ‘as is’ workforce management processes and the ‘to be’ processes. This was captured in MS Visio using ‘Business Process Model and Notation.’ I also maintained the Requirements Traceability Matrix. I would lead meetings to resolve issues and manage the RAID log. I worked with development and test teams, fixing defects and writing test scripts. I also lead the User Acceptance Testing. This meant managing testers, building a plan and working towards it, fixing environmental issues and fixing software bugs. I learned how to prioritise in a highly pressurised environment.I was also on site to support the customer during go live, helping the customer with both technical issues and business process change. Working with technicians and mobile devices made me aware that there are additional challenges such as cultural change and latency which are not associated with office-based implementations.

Manage team of Despatchers. Ensure monthly targets are met. Manage individual performance. Project secondment to automate engineer calls into Despatch Office.

Issue work to engineers. Take incoming calls to provision CPE. Manage jeopardy.