As well as fulfilling the requirements of my role, ensuring the day to day operation of the company, some of my key achievements have been:* I have been able to assert a strong vision of customer service excellence and grow the culture and brand. * I implemented an improvement to our account management of customers which has seen a resultant improvement to customer satisfaction and an increase in revenue. By applying the same team-ethos I used in stabilising and growing technical services and defining a more formulaic and consistent approach to all of our customers, we have been able to ensure that more of our customers use more of our services and receive the care and attention that they all deserve.* Aside from my implementation of a Quality Management System for ISO9001, and providing GDPR for CETSAT and our customers, I am most proud of the fact that growth has been achieved without compromise to customer experience.

CETSAT is a Managed IT Services Provider with offices in Somerset and London that focuses on adding value to its customer base with traditional IT & Network Support with specialisms in Cyber Security and Software Development. CETSAT’s customer base is varied with a mixture of SME and Enterprise organisations. At the time of joining CETSAT it lacked employee stability within the service delivery department. I joined with the remit to ‘steady the ship’ and build it into an effective, efficient, and happy team. Having ensured a solid base I then set about defining professional processes and procedures to provide a framework that allowed for company growth.

Calidus Consulting provides IT services to a diverse range of small to medium sized clients who are seeking enterprise style infrastructure and hosting solutions and is based in London. I joined Calidus in an interim role, having returned back to the UK from the Netherlands, to successfully formalise and refresh Calidus’ policies and procedures, and to plan and implement the Calidus Office relocation. In addition to providing consultancy to our clients, my main responsibility was to oversee and manage the day-to-day operations, ensuring customer satisfaction through all aspects of the business.

TW4 is a division of Time Warner, offering a wide range of global fulfilment services for both internal and external clients. These services require complex and diverse IT systems, such as Contact Centre CRM, Rate Card Systems, Warehouse Management Systems, eCommerce platforms, and extensive reporting tools.I was offered the position as a cross-divisional transfer/promotion and took the exciting opportunity to progress my career and work in the Netherlands. I was responsible for the IT Service Desk, Networks, Systems and Infrastructure availability, and ensuring security and data protection compliance for numerous international offices.

After the takeover of IPC Media Ltd by Time Inc I was promoted to this position after putting forward a business case to create this new department. With my main area of focus in charge of strategic decisions relating to the European desktop estate, and my main area of responsibility ensuring the integrity and security of these workstations. Whilst my role was primarily desktop focused it was from a Network Administration perspective following a central management model. Time Inc and IPC Media had several large offices in and around London with many small satellite offices around the UK with over 3000 desktops under my remit.