• Leads and manages the Service Excellence Product team focusing on developing the required team skills to sustaining overall operational strategy, while delivering high quality services and solutions• Responsible for delivery of the Operational readiness framework, driving quality management into Operations• Supports Service Delivery & Assurance Product Managers who are responsible for defining the high level E2E solution that meets business objectives for our initiatives, while… Show more • Leads and manages the Service Excellence Product team focusing on developing the required team skills to sustaining overall operational strategy, while delivering high quality services and solutions• Responsible for delivery of the Operational readiness framework, driving quality management into Operations• Supports Service Delivery & Assurance Product Managers who are responsible for defining the high level E2E solution that meets business objectives for our initiatives, while working with business users & other domain experts to define solutions• Co-ordinates the Product Roadmap for the introduction of new products and services within Tech Solutions, by developing and deploying procedures, systems and tools required to successfully operate and maintain a new or upgraded products and services that meet customer expectations, within SAFe Agile• Leads and manages the CPE In Life Performance of our new & existing products with full visibility of issues & focus on the customer experience, with reporting fed out to stakeholders• Investigate complex issues within our product set up & delivery, run root cause analysis, establish solutions & push it through the steps necessary to delivery• Drive key performance metrics in Product/Service Transition, CPE performance, area Show less

Supporting the Director of Customer Experience & Operations to lead our customers In-Life Technical experience to reduce effort & drive solutions:- Assist Operational Readiness for Care/Field and manage the delivery as required in conjunction with other operational areas in regards to technically related projects & initiatives- Support the delivery of Customer Care/Field Ops. and Mobile project implementation that are related to the Technology Roadmap- Identify & support solutions… Show more Supporting the Director of Customer Experience & Operations to lead our customers In-Life Technical experience to reduce effort & drive solutions:- Assist Operational Readiness for Care/Field and manage the delivery as required in conjunction with other operational areas in regards to technically related projects & initiatives- Support the delivery of Customer Care/Field Ops. and Mobile project implementation that are related to the Technology Roadmap- Identify & support solutions to reduce cost & increase both customer experience and efficiency.- Be part of the Virgin Media Ireland Major Incident Management team to manage & support incidents from cause to solution- Accountable for all aspects of service management across the technical operations, driving stability & issues resolution to best protect the customer & business, driving problem management to identify & remove root cause to prevent reoccurrence & future issues- Identify & provide recommendations to improve performance, simplify process across the technical operations & support a reduction in customer churn- Collaborate with the corporate & local management team to optimise our operational strategy, approach and structure for Virgin Media Ireland Mobile Show less

Lead two departments, who provide technical systems support to all parts of the business. This is a high performing team with expert knowledge of BSS and OSS platforms, who monitor all activities in relation to E2E Service Fulfillment of Mobile & Fixed Services.- Consistently drive an ethos of root cause analysis and drive resolution with Corporate CTO, CIO and CNO Teams via Incident & Change Management Process, using ITIL methodologies - I have provided critical support for the… Show more Lead two departments, who provide technical systems support to all parts of the business. This is a high performing team with expert knowledge of BSS and OSS platforms, who monitor all activities in relation to E2E Service Fulfillment of Mobile & Fixed Services.- Consistently drive an ethos of root cause analysis and drive resolution with Corporate CTO, CIO and CNO Teams via Incident & Change Management Process, using ITIL methodologies - I have provided critical support for the implementation and management of Operational Field- Work with 3rd party vendors to improve operational support and increase efficiency in first time fix solutions for Fixed & Mobile Service Fulfillment.- As a cost centre manager I manage Opex spend in line with yearly budget and reforecasts- Provide daily, weekly and monthly reporting to management both real time and retrospective against KPI performance Show less

Drove performance within the department, to ensure a Customer Centric and root cause ethos was in place to meet and exceed the Department’s KPI’s:- Developed a culture of continuous improvement and instilled these values within the team producing a high standard of professionalism and performance- Developed a structured approach to work carried out by the team and implemented best practice procedures with the objective of improving the internal and external customer experience-… Show more Drove performance within the department, to ensure a Customer Centric and root cause ethos was in place to meet and exceed the Department’s KPI’s:- Developed a culture of continuous improvement and instilled these values within the team producing a high standard of professionalism and performance- Developed a structured approach to work carried out by the team and implemented best practice procedures with the objective of improving the internal and external customer experience- Tracked all open incidents within ITSM & USMS, whilst providing team & business updates. Key liaison/escalation point with IT & Corporate staff - Drove Root Cause Analysis of issues and supported Corporate to implement fixes in a timely manner via Change Management Process- During this time, I lead a Workstream Project, Reduction in SDMH(Severely Degraded Modem Hours), to reduce cost within the Field Operations areas. From the pilot we realised savings on Truck rolls €7,800 and from a call perspective €939. It had the potential to save €250,000 annually. Show less

Support the manager of the department to lead the Provisioning team to maximise effectivenessResponsibilites Similar to the Provisioning and Number Porting Manager

My Co-operative Education was done in Dell Computers. I worked in the Logistics Department. Most of my work involved detailed reports on order status and third party performance. For example some reports I ran from Speedway and Brio were, Geodis Handed over on time, On Hold and Released the Same day. Also some reports and other work were done on REMAP. I also provided support on many other tasks and interacted with other departments, like Procurement, Order Services, and Supply Chain. During my… Show more My Co-operative Education was done in Dell Computers. I worked in the Logistics Department. Most of my work involved detailed reports on order status and third party performance. For example some reports I ran from Speedway and Brio were, Geodis Handed over on time, On Hold and Released the Same day. Also some reports and other work were done on REMAP. I also provided support on many other tasks and interacted with other departments, like Procurement, Order Services, and Supply Chain. During my time with Dell I quickly learnt how to organise both my work and my time in order to work effectively. Show less