Contracting and working on a number of one-off projects within the world of Information Technology, UX, Customer Experience, Blockchain/Cryptocurrencies, and Travel and Tourism. Recently I have been taking on a variety of ad-hoc crypto related projects; creating, marketing and selling NFTs; producing user guides for a number of crypto projects and products; etc. Areas of Interest and specialisms:☛ Project Coordination & Support in a pragmatic and goal-orientated manner, whilst engaging all levels of stakeholders for holistic sense of achievement. ☛ Customer Success and Customer Experience.☛ UX/UI design for enhanced customer engagement and productivity. ☛ Crew Management Systems and their role in improving internal staff happiness and engagement (with SME knowledge of IBS's 'iFlight' CMS systems).☛ Customer on-boarding, engagement and retention strategy.☛ Product branding, sales, and marketing. Developing a brand, as well as sales and marketing techniques to increase a products appeal and saleability both broadly as well as within a target audience.☛ Data Analytics and the the use of AI in order to both extract more useful and quality data from sources, as well as to use to push information out to desired target audiences and in a desired manner. ☛ Cryptocurrencies, the creation of NFT (Non-Fungible Token) on multiple Blockchains, and the application and utilisation of Blockchain/DLT technology in the future home, work, governmental and leisure environments. 2D and 3D design creation converted into NFT and other products for businesses.☛ Business Analysis. Making businesses and business processes run more smoothly and with less unexpected events by better understanding the existing BAU processes and business structures whilst also continually looking for ways in which to improve these processes and structures.

Offering consultation services to TATA and their clients within Aviation industry. My work activities are split largely as 40% Tech Support; 20% Project Coordination; 20% Business Analyst; 10% Training and Development; and 10% other aviation and subject-specific SME activities (such as GDPR compliance auditing and alignment - please see the previous role for more details also). The objective, as always, is to support the delivery of new and better products and services for the customer. I achieve this by having and utilising my strong team-working and leadership abilities, clear and open communication, having a pragmatic yet optimistic outlook on what can be achieved, and by using my Business Analysis and Project Management skills.Whilst at TCS I am working on a wide variety of different projects within a clients portfolio. Some of my work involves reviewing and improving existing I.T. systems (such as 'iFlight CMS' by IBS), whilst others relate to new products and services that are earlier in the business case development lifecycle. I regularly engage with various levels of internal and external stakeholders, chairing meetings, running workshops, managing project resources and costings, etc.

☛ Coordinating all of VAA's crew management system (iFlight CMS) updates and bug fixes, that are delivered by IBS on a quarterly basis as well as on a needs-based ad-hoc basis. ☛ Using my Business Analysis skills for the development of a more robust and enhanced CMS - developing robust Requirements Documents and use-cases for system improvements.☛ Undertaking and assisting in UAT testing as and when needed with regards to iFlight bug fixes as well as new system functionality. ☛ 1st Line systems support - IBS’s iFlight CMS systems. Identifying bugs, as well as identifying knowledge deficiencies that system users might have. Once identified I liaise with either the software developer or the admin user to address the issue - through bug fixes or more training. ☛ Provide proactive and reactive training support to system users and minimise systems downtime.☛ Stakeholder management & engagement through the management of online forums, troubleshooting FAQ guides, drop-in events etc.

A valuable resource for both the ‘Service’ and the ‘Technology’ departments. My ethnographic knowledge and abilities placed me in a very unique position within VAA. Responsible for balancing various tasks and cross-department duties to achieve project goals and the desired business objectives.☛ Involvement in requirements elicitation and analysis.☛ Testing requirements robustness and software integration, re-evaluating system requirements and redesigning where required. ☛ User Experience & Interface Design; designing enhancements and new functionality for existing and future systems (proficient in various UI and graphic design software including Adobe Suites and Sketch). ☛ Providing a valuable SME knowledge and expertise link between VAA (and its various departments) and any external suppliers over different stages and sprints of SDLC. ☛ Relationship development & management; facilitating teamwork and good communication between various levels of stakeholders, internal and external. ☛ Data maintenance. Keeping BAU and ongoing projects data as accurate, relevant, informative, and up to date. ☛ Scheduling, facilitating and performing UAT testing across multiple projects . ☛ Production and delivery of audio-visual training material (user guides, technical manuals etc.) based on the end-user needs and proficiency. ☛ Providing training workshops and presentation of various sizes - ensuring 5000+ end users are familiar and sufficiently versed in specific software tools, maximising end user productivity, monitoring and reporting. ☛ Acting as a customer service & satisfaction manager; collating and analysing trends; solution finding; disaster recovery; implementing preventative measures; creating & distributing service enhancement and performance feedback comms through multi-platform media (emails/newsletters/videos etc). ☛ Acting as cultural awareness & best business practices ambassador; maintaining and promoting VAA's values and manifesto.

Ensuring and enabling the smooth day-to-day running of VAA operations in regards to the production of legally required immigration, customs and aircraft documentation – whilst maintaining a professional, warm and inviting reception environment.☛ Producing and preparing all flight/crew specific documentation to a consistent high standard.☛ Evaluating, reacting to, and communicating with relevant departments about any unplanned incidents that happen within a dynamic environment such as the Gatehouse, whilst simultaneously managing crew attendance and welfare. ☛ Creating a ‘Plan of Action’ for future incidents, unforeseen events, consistently occurring incidents. ☛ Liaising with multiple VAA departments and BAA official; Dispatcher’s, cabin crew management, crewing and various other internal and external individuals - to ensure the on-time-performance of aircraft, and in the delivery of high quality of customer service. ☛ Carrying out accurate and consistent regulatory required administrative duties in manner that ensures VAA’s compliance with CAA/BAA/UK Government legislation. ☛ Acting as a customer service & satisfaction manager; collating and analysing trends; solution finding; disaster recovery; and implementing preventative measures. ☛ Acting as cultural awareness & best business practices ambassador; maintaining and promoting VAA's values and manifesto. ☛ Being a mentor and intermediary to crew and management; facilitating a positive and open environment where people can come together and work towards common business and personal goals.

A central role in the promotion, delivery, and maintenance VAA’s product and brand to a global audience. ☛ Customer Service Expert - consistent producing and promoting a high level of customer service and product delivery. ☛ Acting as cultural awareness & best business practices ambassador; maintaining and promoting VAA's values and manifesto. ☛ Ensuring the safety and security of customers, colleagues, and VAA property. ☛ In-depth knowledge about VAA and the products it offers.☛ Brand promotion and protection. ☛ Revenue generation and protection. ☛ Awareness of rapid and potential future changes that may occur in a dynamic environment; planning for unforeseen and predictable incidents to minimise their impact on customers, service, reputation and the business in general. ☛ Providing valuable feedback – from customer, crew and personal observation - directly to relevant departments, via the available on-board methods, be the aim of continual improvement and all the benefits that may develop due to this improvement. ☛ A positive role model and coach - transmitting enthusiasm and motivation to colleagues and customers.

☛ Equipment Procurement and Distribution. ☛ Logistic and Operations Support. ☛ Contract Creation. ☛ Relationship Development.

☛ Data Quality Verification.☛ Data Entry.

Day to day running of the business; staff rosters, stocktaking, cashier ....

☛ Gallery Assistant Manager - Assisting in the daily gallery operations and planning of assignments. ☛ Photographer - Covering events and occasions onboard and off the cruise ship. ☛ Reprographics & Design - Producing various size and format prints as well as designing specialised posters and tour-maps. ☛ Tour guide - escorting and guiding passengers on their shore excursions.

'The Jam' was an alternative newspaper to the official University of Durham produced student newspaper and was aimed at the students who studied and stayed at the university's alternative campus just outside of Durham. I was elected to the position of Editor-in-Chief by my fellow colleagues at 'The Jam' towards the end of my first year at the University of Durham. In all reality I was the only person willing to take over the role - the number of existing contributors to newspapers was only five and with the outgoing Editor-in-Chief/Founder of the newspaper retiring from her role, to concentrate on her final year of studies. I was given the choice to either take over or see it close - I decided to take the role and opportunities it presented, and became the Editor-in-Chief alongside my already established duties of Head Photographer. When I took over the running of 'The Jam' it had only been operational for one year and it's survival was in doubt. However, upon taking the role Editor-in-Chief I almost immediately made two crucial decisions that were to ensure the survival of the newspaper for the entirety of my duration of my time at the helm and some time beyond. Firstly I introduce a dedicated 'Out and About' photos section located in the centre of newspaper; secondly I introduced a regular 'Hello' magazine style personality article section focussing key influencers at the campus - faculty members, students, former students etc. By introducing these two new sections the readership of the student newspaper doubled almost immediately and continued to grow throughout the academic year. Additionally, the number of regular contributors to 'The Jam' trebled. I am also proud to say that not only did 'The Jam' start to be read and distributed to students and faculty in main campus Durham (in albeit limited numbers), but also that the long established official student newspaper also adopted some of the features and practices I introduced.

I was promoted to 'Head Photographer' within one month of working at 'The Jam' - the unofficial University of Durham student newspaper. I was responsible for covering student events, taking photographs to support articles and co-ordinating other photographers' duties. In addition to this role I supported the Editor-in-Chief/Founder in the layout and design of the monthly newspaper.