Lorraine Shaw

Lorraine Shaw Email and Phone Number

Technology Business Partner at Heathrow Airport Ltd @ Heathrow
Lorraine Shaw's Location
United Kingdom, United Kingdom
Lorraine Shaw's Contact Details
About Lorraine Shaw

Lorraine Shaw is a Technology Business Partner at Heathrow Airport Ltd at Heathrow. She possess expertise in service delivery, management, airlines, change management, team leadership and 9 more skills.

Lorraine Shaw's Current Company Details
Heathrow

Heathrow

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Technology Business Partner at Heathrow Airport Ltd
Website:
heathrow.com
Company phone:
0844 335 1801
Lorraine Shaw Work Experience Details
  • Heathrow
    Technology Business Partner - Baggage
    Heathrow Dec 2022 - Present
    Hounslow, England, Gb
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  • Heathrow
    It Service Manager
    Heathrow Apr 2017 - Present
    Hounslow, England, Gb
    IT Service Manager for Baggage Systems T5 at Heathrow Airport Ltd
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  • British Airways
    It Service Management Lead
    British Airways Aug 2016 - Mar 2017
    Middlesex, Gb
    IT Service Management Lead in the Networks Tower for IAG International Airlines Group.
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  • British Airways
    Security And Radio Services Manager
    British Airways Nov 2009 - Jul 2016
    Middlesex, Gb
    Single-handedly managed the migration of LHR, LGW and NCL Security Services and Maintenance Contracts from Corporate Security and Properties strongholds into IT Operations. Previous ‘owner’ of 16-years retired and documented handover consisted of a single sheet of A4 paper with the (CEM) Access Control generic architecture, which was in fact downloaded from the Internet and not particularly relevant to BA’s estate. All other handover over the space of 3-months was verbal info.Solely took over ownership of CCTV, CEM Access Control, Salto Access Control, Intercom and Intruder Alarm technologies, all of which were new and unknown to the IT department.Running the entire operation single-handedly with no previous knowledge, no training or mentoring, and learning by being completely hands-on and spending every day with the maintainers learning the ropes. Developed a strong relationship with key stakeholders, Corporate Security, Cargo, Engineering and Properties.Entrusted to run covert requirements, an extremely specialised and important role which regularly involves interaction with external authorities, i.e. Metropolitan Police, and handling information which is to be used as criminal evidence.Led a gradual tactical transformation of the estate from analogue to IP.Took over responsibility of global Radio Services, another solo effort with no previous knowledge and no training or mentoring.Managing the running of Ground to Ground, Air to Ground, PMR’s (private mobile radios), RDT’s (remote data terminals), Trunk Radio, and WAVE radio A2G IP client. Responsible for a large project portfolio covering all areas of the business. Several of these projects will include RFI and RFP processes.Manage budget of approximately £3m. This includes contracts for Managed Service, Device Rental and Support, Hardware and Software Maintenance, Out of Scope monies and Spares funding.
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  • British Airways
    Voice Services Analyst
    British Airways Apr 2008 - Oct 2009
    Middlesex, Gb
    Support to the Voice Service Manager.Responsible for all Global Call Centre ACD systems (automated call distribution) in Newcastle, Manchester, New York, Jacksonville, Johannesburg, Delhi and Bremen.Management of complex call flows, call numbering structures and automated voice menu’s to distribute customer calls across the globe.Management of various suppliers, including British Telecom, AT&T, Verizon Business, Deutsche Telekom, Aspect etc.Running a team of Voice Planners within the managed service partner organisation who directly support and manage projects for all global voice systems on behalf of BA.Support of various voice systems, including Aspect System Management Suite, eWorkforce Management and AT&T Route IT. Basic understanding of Cisco Call Manager.Supporting the Global Networks Service Manager in running the Lounge WiFi service in the UK.First point of escalation for queries or issues related to the Lounge WiFi service in London Heathrow, London Gatwick and the UK Regions.Implemented a huge change to the Lounge WiFi service by introducing logon passwords which previously had never existed. This improved the service by making it more robust, secure and compliant with Heathrow Airport’s usage policy.Responsible for maintaining the passwords every quarter, not just in the UK but across all BA owned lounges globally.Biggest achievement was being a key player in the Terminal 3 implementation project in 2008/2009. Overall responsibility for the implementation of all Cisco IPT desk phones, Mobile Phone internal and external network coverage and capacity, Mobile Phone handsets for all Ramp Operations, Lounge Phones, Lounge WiFi and PA systems.
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  • British Airways
    It Project Manager
    British Airways Aug 2006 - Mar 2008
    Middlesex, Gb
    Managed own portfolio of IT projects across the Americas region, delivering agreed requirements to budget and on time. Projects covered all areas of the business from Customer Service to Engineering, Finance to Marketing.Managed project matrix teams which included IT America’s colleagues, IT UK staff, and the customers in the business.Project control through use of local and corporate tools following BA’s blueprint principles. Using BA’s Clarity system to maintain project milestones, financial forecasting and manpower.Managing customer expectations through regular meetings, written and verbal communication and keeping a realistic approach.Supplier management including telecoms companies, builders, cabling suppliers and airport authorities. Most challenging part of this was managing suppliers on the opposite side of the country and sealing their commitment to deliver requirements on time.Extensive travel across the region to survey sites and often to install systems on my own on smaller projects.Perform regular site surveys to assess and report on compliance with internal IT systems controls and update site records. Information collated was presented to internal audit team.
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  • British Airways
    Service Delivery Analyst
    British Airways Jan 2003 - Aug 2006
    Middlesex, Gb
    Desktop, server and network support to all areas of The Americas, portfolio of faults and small projects, adhoc projects for other Im areas e.g. IG9 Windows Server 2003 migration, SITA VPN migrations.Follow BA processes for Change Management e.g. KiTE Incident and Change, Desktop Expenditure Group, Desktop Standards Tool, Lifecycle Product Catalogue, Inventory Updates.Introduce IT initiatives – e.g. Dell hardware issues, Nortel phone switch, Printers@speed, member of the technical conference call group with Enterprise Solutions.Stand-in for Senior Service Delivery Manager – handling escalations, daily operations call, manage fault queue, support and mentoring to team, support to IT Operations Manager24 hour On Call operation through rotating team roster.
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  • British Airways
    Systems Support Executive
    British Airways Aug 2002 - Jan 2003
    Middlesex, Gb
    1st line systems support to all groups within the Customer Contact call centres in New York, Jacksonville and Toronto.Distribution and support of corporate reservation system (Qikres) databases, work closely with local Qik Scripting teamFault diagnosis, support, maintenance and installation of all hardware and software, local systems, NT server and LAN in the operational Qikres and Call Management centres.24 hour On Call operation.
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  • British Airways
    Service Delivery Analyst
    British Airways Aug 2000 - Aug 2002
    Middlesex, Gb
    1st line system support to contactBA Glasgow, troubleshooting in BABS, Amadeus, Qik2 & OrbitFault diagnosis, support and maintenance of all hardware and software, local and central systems, installation of all desktop products and operating systems, support and maintenance of LAN, NT and OS2 servers, manage backups and manage IT SecurityManage small projects e.g. equipment moves, new installations, provide escort duties to 3rd party suppliers e.g. SCC, SITA, Aspect, ensuring SLA’s are met24hr On Call operation.
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  • British Airways
    Systems Project Coordinator
    British Airways Mar 1998 - Aug 2000
    Middlesex, Gb
    Responsible for UK projects e.g. Iceberg Training, Switchboard, Seamless Call Transfer, Qik2 implementation, part of Iceberg and PDS project teams for on-site support and advice.Training and coaching new inductees to systems team. Developed fault reporting system in Visual Basic for use in local and UK Systems sites.24 hour On Call operation.
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  • British Airways
    Data Administrator
    British Airways Nov 1996 - Mar 1998
    Middlesex, Gb
    Data input and maintenance of staff and team details, unit targets and performance figures, manual calculations of commission and monthly PRP paymentsCommunication and influencing Unit Manager, Business Managers, Personal Development Manager, Supervisors and Sales Agents on planned attendance, targeting and performance issues, chairing user group meetingsRegularly helping out the Systems team and being responsible for the department in their absence.
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  • British Airways
    Executive Sales Agent
    British Airways May 1996 - Nov 1996
    Middlesex, Gb
    Building relationships with Executive Card Holders, VIP's and Shareholders, effectively servicing passengers bookings, selling ancillary products and servicesAdapting to new and more demanding customers, new ways of working in specialised departmentIncreasing profile by owning liaison with Systems dept for Qikres bugs and enhancements. Member of direct revenue group for collating and analysing community figures, influencing staff to strive towards target.
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  • British Airways
    Telephone Sales Agent
    British Airways Mar 1991 - Apr 1996
    Middlesex, Gb
    Selling a wide range of British Airways products over the phone by identifying and acting upon selling opportunities in order to achieve unit targetsActively involved in other groups outside the normal scope of my job, e.g. Qikres Development Group, Direct Revenue GroupAssisting Supervisor and Business Manager in motivating Sales team to strive towards targets through helping to set up community competition and incentive.
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  • At Mays Ltd
    Retail And Business Travel Agent
    At Mays Ltd Sep 1988 - Mar 1991
    Selling a wide range of products including Package tours, air, rail, sea and surface travel, car hire and insurance – face to face and over the phone.Business Travel - making reservations for corporate clients in flights, car hire and hotels, issuing flight tickets, car hire and hotel vouchers and company invoices.Keeping filing systems in order, cash handling.

Lorraine Shaw Skills

Service Delivery Management Airlines Change Management Team Leadership Stakeholder Management Project Delivery Aviation Airports Team Management Project Planning Training Business Process Improvement Customer Service

Lorraine Shaw Education Details

  • St. Michael'S Primary - Moodiesburn
    St. Michael'S Primary - Moodiesburn
  • St. Patrick'S Secondary
    St. Patrick'S Secondary

Frequently Asked Questions about Lorraine Shaw

What company does Lorraine Shaw work for?

Lorraine Shaw works for Heathrow

What is Lorraine Shaw's role at the current company?

Lorraine Shaw's current role is Technology Business Partner at Heathrow Airport Ltd.

What is Lorraine Shaw's email address?

Lorraine Shaw's email address is lorraine.shaw@ba.com

What is Lorraine Shaw's direct phone number?

Lorraine Shaw's direct phone number is +4484433*****

What schools did Lorraine Shaw attend?

Lorraine Shaw attended St. Michael's Primary - Moodiesburn, St. Patrick's Secondary.

What are some of Lorraine Shaw's interests?

Lorraine Shaw has interest in Europe, Americas, Overseas Assignments.

What skills is Lorraine Shaw known for?

Lorraine Shaw has skills like Service Delivery, Management, Airlines, Change Management, Team Leadership, Stakeholder Management, Project Delivery, Aviation, Airports, Team Management, Project Planning, Training.

Who are Lorraine Shaw's colleagues?

Lorraine Shaw's colleagues are Natalia Muratova, Paul Kelly, Linda Terry, Mark Grist, Gary Richards, Paula G., Deepali Shah.

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