After a short break it’s back to work with Ageas Insurance to provide a new knowledge management strategy on a 3 month contract.

A 3 month contract to help deliver a new knowledge management strategy. The majority of the work was around a discovery piece to locate knowledge and report back to the business. Even with severe time constraints I was able to deliver a working strategy now being adopted by the contact operation teams on an instance of FreshDesk. Working under my own steam I have been responsible for all project material, instructions for delivery. I have also prepared recommendations for the business moving forward deploying a comprehensive governance, and lessons learned.

National NPPV 3Working on a transition program. Primary focus and project work is to deliver a new knowledge centred strategy (KCS). Engaging with senior stakeholders and key members of the business, we were able to plan, develop, test and successfully deliver the new strategy to the business with the correct governance to meet company expectations.This has been delivered successfully on ServiceNow and I have transitioned to a knowledge manager for the remainder of my current contract

A contract with the U.K.s leading cruise company. Based in Southampton I was bought in, to deliver a new project for a knowledge management strategy on the backend of a successfully delivered ServiceNow project. Engaging all departments, I used workshops and senior management meetings to gather and collect requirements to build an agreed cohesive knowledge system using the knowledge management component of ServiceNow. I also reviewed existing documentation, merging up to date and relevant information into the knowledge base tool. I am currently handing over the process to the IT departments with an emphasis on support documentation as well to the Cruise Ships themselves, arranging network traffic prioritisation as a mandatory requirement to support this. I was able to create an effective strategy for the transition and centralisation of all relevant data for end users and IT. I developed a framework of boundaries, ownership and the ongoing capture and auditing of articles, pertaining to subject matter exclusive to Carnival UK. Articles will be audited and kept ‘true’ to better deliver ‘up to date’ information to the business as a whole and add value that has relieved additional overhead to keep all users onshore and offshore informed of policies, processes, and procedures for as many eventualities as possible. The content is not limited and includes escalation procedures, points of reference, instruction and more. The end user knowledgebase was compiled to meet the November go live date for ServiceNow to the business and has already added significant value, based on the feedback received and is growing exponentially.

My primary role is to ensure that all new and existing users within Chubb EMEA are on boarded successfully. Applications and additional software are rolled out on an ad-hoc basis to the tight rules of the business. In turn I was tasked with the leaver process and carrying out further audit and due diligence to ensure the successful end delivery of requests for users.• Actively resolved requests for permanent/ contractor and third parties. Ensuring forms were completed and the correct line manager approvals had been received. Never failed an audit. • Improving the reputation of the department with the business by exceeding customer expectations• Actively participated in meetings to ensure the quality of work has remained constant and adding suggestions for change, streamlining processes to improve the delivery of requests and tasks.• Effectively managed incoming and outgoing requests to maximize call/ request resolution• Training third parties on my responsibilities providing quality documentation and ensuring the transition is successful. I have successfully completed my handover.• Produced high-quality documents, spreadsheets, presentations handover and role responsibilities to ease the transition giving visibility of all work carried out on a weekly basis

Contracted to the Data Integration (DI) team, on the London Market Target Operating Model (LMTOM) to assist and provide support to the Market Business Glossary (MBG) I was charged and successfully managed the support and on-boarding of users in the London Market. I took on additional responsibilities including project support to the DI team where necessary, site visits, assisting companies and IT departments. a prerequisite for accessing the Market Business Glossary.• Taking Meeting minutes and chasing up actions with Third Parties, reviewing Statement of Works against contractual obligations. I ensured that the project materials and expectations were met and was able to get the project back on schedule after a third-party takeover.• Service management responsibilities included liaising with third party vendors on project status and contractual obligations, attending review meetings with suppliers and London Market Insurance and providing incident, problem and change management• Reporting on all issues and preparing reports for business intelligence. Managed all documentation to ensure its integrity and handed over for further reference to the business• Attended site visits to various businesses in the square mile dealing with senior and corporate officers to ensure they were trained to get the best possible results out of the applications we were developing for the London Market.• Secondary job role was to assist with the on-boarding of companies to the DA SATS solution, for the London Market, ensuring organisations were on-boarded successfully and providing the best level of support in a timely manner, this was also interacting with senior managers and CEOs/ CIOs in the ‘Square Mile.'

Covered first and second line support in a high-pressured environment after the merger of three Liberty companies. Working on Remedy, I focused on call resolution and improvement, on the service desk to Liberty companies, resolving a range of issues from large office moves to desk side support.• Improved service desk expectations, leading to quicker resolutions and therefore improving customer feedback• I focused on call resolution and improving customer service to the main London site and European satellite locations• Successfully setup a new European Underwriting office, in Zurich.• Project team for a Human Resources application system (HRIS Gateway) and ongoing support towards its implementation and transition to business as usual• I successfully created a new on boarding process on the back of the Human Resource project identifying the opportunity.• Successfully produced documentation of popular procedures and processes for knowledge transfer to help and improve service delivery to the business• Distilled complex technical information into easily digestible instructions for end-users and knowledgebases

My first contract role was 1st line desktop support, I was able to make a sudden impact to existing call queues and improving customer relations. After a couple of months, I was promoted to second line and then finally promoted after 4 months to incident manager. I then project managed a software license management rollout in conjunction with my incident management duties with resounding success.• Improved Customer expectations for fault diagnosis by resolving desk side network problems• and hardware issues. • Engaged in various support service channels to contact users including callbacks, emails and desk side assistance.• Successfully built a process for monitoring all hardware and ensuring there was a pool of laptops and desktop PCs for all hardware issues. This would be made easier in my next role.• Setting up bridges with key IT personnel when critical priority 1 incidents arose.• Proactively identifying common issues and reporting back to IT departmental owners for further investigation and resolution. • Slashed software licensing risk and bought in enhancements to clear up risks across the development, UAT and live environments. • Delivered up to date relevant reporting on all licensing risk and was able to streamline usage saving the company money and instilling a better level of organisation through training and reports exposing possible risk areas.

My principal role was supporting projects and the governance of software releases against change management. Reporting directly to IT systems manager responsibilities included:• Built and deployed over 10 virtual environments for development, test and live systems. Documented the whole process for future upgrades, enhancements, .and reference.• Created procedures and processes for documenting, building and releasing software into these environments.• Releasing software into IIS, SQL and Windows 2008 (ad-hoc and routine live releases)• Structuring and presenting stakeholder workshops (Risk management and IT departments)• Creating documents for applications and network topology that is still being used up to 2015.• Building and implementing virtual server environments and multi-domain active directory structures.• Managing release support functionality• Ensuring the process of change management was adhered too. • Creating reports and flow charts in MS Excel and MS Visio. 'War Games'I applied for a three-month secondment to assist a project to quantify the risk of various operational scenarios to the business, analysing and quantifying risk management exposure. This was completed by structuring and presenting stakeholder workshops (Risk management and IT departments) and writing up the results presenting these reports to senior stakeholders. The role was to engage with various departments across the business to collect data and identify worst-case scenarios and cost exposure to the business.

Based at their head office, in their business systems department, I was charged with implementing a depot consolidation project where all depots and satellite offices, in the UK were to have their servers consolidated into a two data centres. In conjunction with the depot consolidation project. • Infrastructure project management implementation and rollouts• National Project – Dairy Crest depot consolidation, 186 depots in total • Managing outsourced locations (Disaster Recovery and Satellite offices) • Performed risk management analysis, reporting back to business systems / senior management• Providing technical resource, development of procedures, support processes and disaster recovery/business continuity strategies• Outsourcing and planning the migration of Lotus Notes and Novell Netware to Microsoft Active Directory and Microsoft Exchange.

The London Clinic is a leading UK based private healthcare foundation with international exposure. My responsibilities included:• Network infrastructure support• Procurement and rollout of desktop hardware as part of the Windows XP upgrade. • Multi-level call centre support (1st – 3rd line Support)• Software and hardware technical support • Server management• Active directory support• Project Microsoft XP Upgrade, procurement and deployment.

Landmark is the world’s leading provider in Geological and Geophysical software, to the world oil and gas industries. My responsibilities included:• International support for all Windows based platforms and networks. Day-to-day support for 200+ hardware units, and all Microsoft Operating systems. • Project Upgrade Windows 2000 to Windows XP, all procurement and project management• IT procurement integration of Landmark’s IT infrastructure into Halliburton’s corporate IT structure. • Establishment of a new support desk using Scopus and Apropo software to provide an efficient technical support centre that work across the world at all sites.• Resolution of multi-level software and hardware problems • Managing CISCO routers/switches

Qatar Subsea Services provided offshore services for the oil and gas industries out of Doha, Qatar, in a junior role my responsibilities included:• Support operations for oil rigs,• Office administration• Site and beach team support• Supporting site foreman