I work in partnership with other investors with large property portfolios and I specialise in Holiday Lets and Serviced Accommodation in the UK

 Streamlined an IT department bringing in new plans, structure, and processes to successfully support the organisation of around 120 employees globally Renegotiated contracts of existing service providers, which led to a saving of over 35% in printing services and of nearly 20% in mobile telephone service Successfully managed the introduction of new, innovative technology to enable hybrid teaching and learning which became the new method for training by the company.

• Establishing and managing the Support department from scratch and overseeing the smooth day to day running to ensure the achievement of all operational objectives • Managing the recruitment and selection of staff • Documenting procedures and creating clear, accurate job descriptions for each role • Devising, developing and implementing an effective process to hand over support • Reporting directly to the COO and CEO with full responsibility for managing the support department • Leading and managing senior and junior application consultants, creating an environment of high motivation, positive engagement and providing support to ensure the delivery of optimal performance • Project managing all phases of the implementation of support tools and test servers to facilitate day to day support consultants’ activities, including support helpdesk, knowledgebase and password management • Reported on weekly and monthly KPIs and conducting comprehensive analysis of progress and performance to ensure the consistent achievement of all SLAs • Delivering effective training to personnel, monitoring performance and providing constructive and useful feedback to facilitate development • Building and maintaining an in depth internal knowledge base for all supported applications • Managing and effectively resolving all escalated application, financial and technical issues • Coordinating the provision of efficient support provided for hosting issues • Establishing and building positive relationships with clients from application users to senior management Key Achievements: • Successfully created, trained and led a team of support consultants to deliver an pioneering level of support for finance and BI products, instrumental in the organisation’s growth • Formed a team delivering outstanding support to all clients/users in finance and accounting departments • Introduced testing patches and solutions, vital to ensuring correct environment required to perform tests

• Accountable for all worldwide regions with responsibility for delivering comprehensive assistance and solutions, acting as the point of escalation for critical issues requiring development work and managing escalated incidents in liaison with development to obtain a patch/fix• Liaising closely with relevant personnel to obtain a patch with the appropriate fix • Holding weekly meetings with the manager and director of development to discuss backlog and priorities • Identifying priorities and potential solutions in coordination with development personnel • Preparing statistics of records being logged with development to show KPI's and liaising with development over the results in order to identify opportunities for process improvement • Performing in depth testing, including install and pre-issue confidence tests, on new monthly service packs prior to its worldwide availability• Providing product expertise, including mentoring and training, to all members of the support department in the Prague and Dubai offices, for the analysis of various customer issues and solutionsKey Achievement: • Significantly improved and documented escalation and patch request processes• Assisted with the establishment of new support offices in Dubai and Prague, including contributing to the staff recruitment process and taking full responsibility for training and mentoring personnel

• Responsible for conducting comprehensive analysis and investigations to resolve a wide range of customer issues • Providing advice, guidance and recommendations to clients with regard to financial products’ best practice and alternative solutions to software limitations or issues • Delivering effective internal product training and support, monitoring performance and providing constructive feedback to aid improvement • Performing functional product testing• Assisting with new requirements, recommendations, analysis and testing of new functionality and product errors • Delivering presentations and training sessions to the support department on new functionalities and other product changes as well as product training in a classroom environment and over the internet• Providing product expertise, including mentoring and training, to the Business Analyst and support teams in Shanghai and the EMEA Support team, for the analysis of various customer issues and solutions• Managing the resolution of issues during new release implementation• Providing accurate, detailed and up to date progress reports with regard to issue resolution for efficiency • Managing and effectively resolving an array of product issue escalations with accuracy and efficiencyKey Achievements:• Developed, and successfully implemented and rolled out to all other regions, efficient new internal procedures within Global Support for logging product faults with development and monitoring fixes and patches • Successfully managed the completion of fixes for highly critical product defects consistently alignment with time-sensitive deadlines • Restored product confidence to various customers with issues during or following upgrades, through identifying their business requirements, how the software could best meet their needs and liaising closely with R&D to eradicate specific product errors