Part of the Chief Security Office, working within Insider Risk and Data Loss Prevention.

Part of the Colleague IT service desk (CITSD) within group IT. Comprising of: Logical Access Control, Access Control, Software and Hardware faults, Server Alert Logging, Email and Malware Monitoring, Incident Management and Risk Management. Additional to the basic role I perform other advanced tasks such as: Collating and delivering the MI for the service desk to major stake holders, Performance management, team performance stats, call escalation handler and complaints handler.

Advanced user in all the borrowers systems involved in the mortgage process. I had an active role in the constant improvement of processes and procedures. Collaborating with my colleagues we were able to successfully undergo the largest system migration in the history of HBOS. My role was to support colleagues, provide assistance, provide guidance on the calls, and take over supervisory calls. I would provide data on the type of calls received, the feedback from customers, defects, errors or problems with the system, I in-turn would report into my colleague performance manager, systems support or operational excellence to ensure the defaults / errors were supported up the line correctly. I helped fellow colleagues with complex queries and additionally I participated in designing, improving and implementing new processes.

Responsible for receiving inbound calls regarding statement queries, no gas or electric problems and Home Energy Care tasks. The main directive of this position was to deliver the best customer service experience for the customers of British Gas. On certain occasions participating as a Spanish speaking customer service adviser for customers with language issues. This position has many main performance targets and customer services quality assurance, all of which I performed above the required standard; making sure of keeping a standard of OFGEM compliance of complaint managing.

Responsible for coordinating technicians for IT support, managing consumable stock for entire organization, administrate and budget different providers, manage system outsourcing and overseeing correct server administration. The main mission of this position was to make sure that the budget of the department was reduced every year by 5%, to make sure that every computer user in the organization had top quality technical support service and to make sure that I had a well trained staff in my department.