During my five years at BISR I was responsible for all administrative duties within the school in addition to supporting the Head Teacher as their PA. Salwa Campus has a maximum capacity of 184 students; therefore, the role of School Secretary was extremely diverse and often extended into many areas of the school that required support. This included covering playground duties, putting up corridor displays, supporting teachers etc. During my time at BISR Salwa, I implemented a robust risk assessment process for all trips and activities within Saudi Arabia. Below are some of the key areas of my responsibly:• First point of contact for all parents and visitors attending or contacting the school.• Supporting the head in all areas of administration such as minute taking, producing weekly I staff briefings, composing letters for parents, weekly newsletters etc.• Ensuring that all class registers were submitted within fifteen minutes of school start and following up any absences. This also included managing all absence requests from parents.• Working with all teaching staff to build an after school programme (per term), this involved creating a booklet to advertise clubs to the parents, managing all administrative aspects of club allocation and communicating this tothe student and parent community.• Working with other campus leads and teaching staff to create the new annual academic calendar, this included dress up days, trips, swimming galas, sports days, house events etc.• Responsible for the end-to-end admissions process for Salwa Campus, this included running assessments for KS2 pupils and tours of the school for parents.• Managing the creation, advertising and allocation of the peripatetic programme within the campus.• Responsible for all student trips within Riyadh, this included arranging transport, risk assessments, registers and security.• Arranged all transport requirements for students and staff within the campus.

This was a part time role within the Data Centre Engineering (DCE) team looking after various service management aspects within the Solutions group. During my time in role I started to roll out a work flow model across DCE to provide a consistent engagement process for internal customers. This included defined hand over criteria and QA functionality into the implementation teams to improve the overall service offering to stakeholders.

My role within Thomson Reuters was to act as the service lead within the Engineering and Transformation group to ensure that all services offered to our customers not only met but exceeded their expectation. Within the role I had global responsibilities to ensure alignment and synergies with other regions for global service consistency surrounding all ITIL areas such as change, release, capacity, incident management etc. During my time within Engineering and Transformation I reduced service incidents by 37.5%, introduced release management to improve time to market and worked on improving the number of devices under capacity watch to mitigate capacity failures. In addition I also led a small team of Technical Solutions Consultants who acted as ambassadors for the group, ensuring that the development teams were aware of new capabilities and services to ensure they conformed to the Thomson Reuters standards.

My role within Radianz was to continuously seek improvement in customer satisfaction through the services provided by Radianz year on year. Underlying this objective was the need to retain existing revenues, support Account Managers in developing new revenue streams and to promote the reputation of the organisation as the world's largest global financial extranet provider. In this role I managed and supported a number of high revenue accounts, developing the relationships to ensure that Radianz delivered excellent levels of service. During the final year of my time at Radianz I was responsible for delivering a complex migration project for a customer across continental Europe. The project was completed on time, to budget, within SLA and exceeded customer expectations. In addition during my time at Radianz I put in place a number of initiatives to improve operational support which were highly successful.

My role at Equant was to interface within the operational environment for customer care and service quality management. My primary responsibilities were to proactively monitor the management of service quality problems, co-ordinate solution processes and escalate major network faults within the organisation. Further areas of responsibilities included:•Continual follow-up to customers on major outages or long-term network performance issues.•Co-ordinating operational VPN changes to ensure successful continuation and/or restoration of customer service.•Facilitating integration of the customer into the Help Desk environment through proper updating and redistribution of customer profile and service information.•Analysis of all statistical reports indicating service degradation or chronic problems and performing technical investigations on causes.

• Supervision, training and appraisals of four members of staff• Managing and maintaining supplier relationships which included major telecommunication vendors• Attending monthly network planning meetings • Managing and producing a department budget and ensuring it was met• Ordering of all national and international network requirements• Reconciliation of all telecommunication invoices• Providing statistics on supplier performance