As the Strategy & Transformation Senior Manager for the Bank of Ireland UK division I support the UK Head of IT & Information Security in delivering a full suite of IT, Information and Cyber Security services to the UK businesses and our customers. The role requires a blend of IT Service Management, Information & Cyber Security technical skills and risk oversight.

As the UK Outsourced IT Service Manager I manage the operational performance of the Bank's IT suppliers. Liaising with the various areas of the business that rely on these Services and the IT suppliers, I monitor standards, ensure Services are delivered to the appropriate schedules, facilitate regular review meetings, act as a point of escalation, look to ensure preventative actions are introduced to avoid re-occurrence of issues and analyse performance trends to identify issues.

Primary responsibility for ensuring that our services deliver what is promised. I manage and act as the internal Technology Services focal point for all matters relating to the scope of services assigned and have a full understanding of all components of that service. As the internal service owner my team is accountable for service health, delivery of service support via outsource partners/internal service teams, risk reduction, cost optimization and customer satisfaction. IT service management and service delivery.Experience of discussing technical issues with people at all levels (Customers, Vendors, Service & Business Partners and other Technology Services teams).Possess strong analytical capability to identify essential issues in complex technical and business problems.Strong interpersonal, relationship management, influencing and negotiation skills.Understanding of a wide array of IT technologies to fully understand the details of services that can be provided.Lead, develop, motivate and coach my team to take positive action and be accountable for their assigned work. Experience of building out a service catalogue, governance, documentation and knowledge base.Practical experience of service and process design, implementation and improvement.Ability to understand and build contractual requirements such as SLAs and OLAs.

Aug 2007 - October 2014 Application Support Analyst (Application Support) The Application Support department serves over 1000 users in the company across two nationwide sites. Responsibilities included:- • Co-ordinating high priority incidents• 2nd and 3rd line support for applications in the mortgage processing side of the business. • Working closely with users to investigate and resolve issues• Ensuring calls are owned and resolved within service level agreements (SLA)• Introducing workarounds and short term fixes where necessary to ensure business continuity• Developing ‘bug fixes’ for long term solutions• Planning, testing and scheduling bug fixes for implementation into production• Working with configuration change team to implement releases• Working with Development team to ensure synergies in programming practices• Liaising with third party suppliers in resolution of faults• Post implementation release verification• Recommend operational changes that can be made to improve the efficiency of the applications• Investigating application performance issues• Understanding problems and identifying root causes• Logging known errors and their workaroundsCourses: - Nov 2010 – Business Objects Enterprise Administration and Security Oct 2011 – Workout Session for Application services Jan 2013 - CITRIX Xenapp 5 For Windows Server 2003 : Administration Mar 2013 – Operational Excellence LEAN Appreciation Oct 2013 – Leaders Edge : Management Fundamentals Jun 2014 – Leaders Ede: Management Essentials July 2014 – Competency based interview skills Sep 2014 – Facilitating effective meetings

Jan 2004 - Aug 2007 Systems Support Analyst (Business Information Systems) The BIS department serves over 400 users in the company. Supporting applications, applications development and database support. Responsibilities included:- • 2nd Line support and developing applications throughout the business. • Working from Business Requirements Definition Documents (BRD) to develop the applications• Working with users to create test plans• This includes the mortgage processing system,(TE Initiate/Activate/Summit) • The arrears collection system (Collect), • The Intranet (SORCE)• Batch Processing (UNIX)• Resolving issues with overnight batch runs• Internal applications which run off SQL Server and Microsoft Access• DBA duties in the course of achieving the above such as backups, restores, creating and amending users• Change request and incident management Courses: - Jan 2005 – SQL Server 2000 Programming Mar 2006 – UNIX The essentials Oct 2006 – UNIX Shell scripting

April 2001 – Jan 2004 Capital Markets Analyst (Treasury & Capital Markets) 98% of Britannic Money’s funding was sourced through securitisation. These securitisation deals are compiled and serviced by the Capital Markets team. I was the team’s analyst on three £500m mixed collateral deals. Responsibilities included:-  Analysis of large pools of mortgages using SQL+ scripting and Excel.  Monthly calculation of data characteristics to determine profitability and highlight risk.  Analysis and selection of data prior to asset securitisation, providing treasury data for funding requirements, investor reporting and calculation of required reserves to ensure profitability of vehicles. Supplying data for Ad Hoc data requests from internal and external sources such as investment banks and ratings agencies. Monthly compilation of reporting packs for Treasury management with detailed analysis, both data and graphical.  Some use of Business Objects. Providing Ratings Agencies and Lead banks with ‘Pool Cuts’ and additional Data.  DBA duties to support Treasury and Capital Markets functions. Data integrity checks and Data Warehousing.

May 2000 – April 2001 MIS Analyst (M.I.S.)The MIS team at Britannic Money provided reporting to all departments within the business, such as the Executive Team, Customer Services, Marketing and Credit. Responsibilities included:- • Providing MIS to the business via data manipulation using SQL+, Clear Reports and Acrobat PDF writer. Courses: - Jul 2001 – Introduction to Oracle/SQL

Apr 1998- May 2000 Back-up Team leader/Reconciliations Analyst (Intl. US Dollar Team) Working in the card side of the company, the International Dollar team serviced the UK based US Dollar card and US Dollar balance sheet accounts. Responsibilities included:- • Supporting 12 team members, providing guidance and training. • Corrections of erroneous accounting, balance sheet reconciliations. • Project managed the introduction of a Java application to automate multi-currency cost centre accounting by working with the business analyst and developer to design and then implement the application into the International Cashiers Department. • Provided M.I.S. to department on balance sheets, EXCEL Modelling. Feb 1996 – Apr 1998 Inter-company Accounting Analyst (Intl. Clearing House Team)The International Clearing House was responsible for receiving and dispatching all inter-company funds transfers between EMEA, Asia and America. Responsibilities included:- • Multi-Currency Accounting, research and investigation of missing funds, • Development and implementation of procedures to counteract processing errors. Courses: Managing Change Achieving Extraordinary Customer Service Excel Introduction/Advanced/Intermediate