• Ownership of the IoT customer onboarding materials including customer facing and internal documentation, technical diagram creation for the entire IoT product portfolio.• Successfully delivered several new features, processes and products using AGILE methodologies and working with a wide range of teams including technical, product and specialist teams. Features include new GGSN’s, NB-IoT, LTE, Multi-bearer, Geo-R and many more.• Personally managed the relationship with internal technical build teams assuring OLA adherence and process improvement. Working with them to improve processes, OLA performance and implement new products and features.• Defined and delivered automated customer design document creation tool, taking it from concept, trial to the BAU tool for all IoT onboarding requests.• Leading the creation of a strategic web based version of the design tools to enable a global single repository of IoT solution designs with high data quality and integrity.

• Ownership of the IoT customer onboarding materials including customer facing and internal documentation, technical diagram creation for the entire IoT product portfolio.• Organised and chaired customer facing troubleshooting calls with technical stakeholders, quickly resolving issues with solution deployments to achieve customer satisfaction.• Managed team work distribution as part of a global team in order to ensure customer solutions were delivered on time, first time.• Defined and delivered the initial design, UAT, trial and training of the Workflow tool which provides unrivalled BI on all IoT onboarding tasks.

• Designed and implemented Project Allocation and order tracking database using VB.NET and SQL to replace MS Access database/Excel.• Improved processes to increase agent productivity and provide accurate management information and statistics.• Project managed transition from MS Excel to new GUI including end-user training, day to day maintenance and developing new features.

• Managed the launch of a ring-fenced team of second and third line technical advisors to support new products in pilot phase in order to protect impact on call centre SLA's.• People management/Leadership of technical support staff including scheduling, FTE budgeting, shrinkage, call quality, escalations.• Defined and improved internal process and worked closely with third party suppliers to improve the product and customer experience.

Responsibilities included end user IT support, server management, website development and sales.

Responsibilities included stock ordering, stock forecasting and device compatibility expertise.