Leading the Service Department at Welwyn Garden City to reach new heights and develop existing and new business relationships.

Creation & delivery of quotations based on reports submitted by engineers. • Participated in weekly progress meetings and put forward ideas to facilitate the removal of roadblocks to ensure completion of outstanding jobs. • Handled a historical backlog on the company’s survey tracker going back 9 months restoring faith in the tracker in Excel. • Identified key quotations and prioritised urgent remedial quotations. • Introduced methods of eliminating waste from the Electrical… Show more Creation & delivery of quotations based on reports submitted by engineers. • Participated in weekly progress meetings and put forward ideas to facilitate the removal of roadblocks to ensure completion of outstanding jobs. • Handled a historical backlog on the company’s survey tracker going back 9 months restoring faith in the tracker in Excel. • Identified key quotations and prioritised urgent remedial quotations. • Introduced methods of eliminating waste from the Electrical Department and helped facilitate increase in sales. • Assessed achievability of KPI’s set by stakeholders. • Developed and maintained strong relationships within all departments including Key Stakeholders at all levels. • Created and maintained potential savings tracker to assist with tracking personal goals and performance in Excel. • Coached a team to act as back up for myself and assist if there is a high influx of priority jobs. • Mentored the Materials and Inventory Co-ordinator using my advanced electrical knowledge to assist with keeping stock area updated and maintained. • Actively Listen to Account Managers to determine best way to assist the client’s needs. • Negotiated with Wholesalers to achieve best prices for clients and developed approved materials list. • Improved supplier relationships and liaised with Supervisors and Electrical Co-ordinators to find optimal solutions for key issues related to supplier complaint. Show less

Scrum Master for the Agilistix Academy Cloud Platform Team. Working in 1-week Sprints, I facilitate these Scrum events: Sprint Planning, Daily Scrum, Sprint Review and Sprint Retrospective. To maximize transparency of all work in Azure DevOps (ADO), I assist by ensuring that the Scrum Team breaks down all work, in accordance with their Definition of Done (DoD) and Definition of Ready (DoR).I participate in Product Backlog Refinement sessions, which includes Agile Estimation of… Show more Scrum Master for the Agilistix Academy Cloud Platform Team. Working in 1-week Sprints, I facilitate these Scrum events: Sprint Planning, Daily Scrum, Sprint Review and Sprint Retrospective. To maximize transparency of all work in Azure DevOps (ADO), I assist by ensuring that the Scrum Team breaks down all work, in accordance with their Definition of Done (DoD) and Definition of Ready (DoR).I participate in Product Backlog Refinement sessions, which includes Agile Estimation of prioritised work.With an organisational preference for Lean Thinking, my team have regular innovation workshops to eliminate waste in everything we do. Early delivery of value to the customer is always a priority.Working with the Product Owner to better understand the overall Product Goal, enables me to ensure that this is discussed, in conjunction with the Sprint Goal, at every Sprint Planning and Sprint Review meetings.By focusing on the Sprint Goal in every Daily Scrum, my team is less distracted by other work that may arise. I have been given the opportunity to participate in delivering Scrum training to new cohorts of Agilistix Academy Learners. This includes running breakout sessions in Microsoft Teams for learning exercises in implementing Scrum. I enjoy being an active participant in Agilistix Academy Community Coaching workshops. This helps me to develop my coaching skills, whilst helping others and continually learning as part of my own CPD. Show less

Self-managed all Work Backlog Requests for my team.Encouraged my team to adopt Lean Swarming practices to assist each other when work becomes blocked. I was responsible for completing Dynamic Risk Assessments, together with identifying remediation actions. Prioritised workload based on best practices and Service Level Agreements (SLA’s). Demonstrated Compassionate Empathy towards clients and customers by relating to what they were going through and how to best… Show more Self-managed all Work Backlog Requests for my team.Encouraged my team to adopt Lean Swarming practices to assist each other when work becomes blocked. I was responsible for completing Dynamic Risk Assessments, together with identifying remediation actions. Prioritised workload based on best practices and Service Level Agreements (SLA’s). Demonstrated Compassionate Empathy towards clients and customers by relating to what they were going through and how to best prioritize the effort value of the task they required to be completed. Maintained professionalism under strained circumstances to be able to work within tight SLA’s, with limited availability of staff.Responsible for studying to renew Health and Safety training to ensure I had all the correct and relevant information to complete my work safely. Leading Weekly breakfast meetings for updates on Health and Safety reviews and new/refreshers on best practices for safe lone working. Regularly took part in collaborative work to assist others by using an agreed method of group contact to give and receive ideas on how to overcome problems encountered at various sites. These collaborative efforts led to ideations on how to get around obstacles that would have otherwise been problematic.Assisted in Strategic Governance Planning Meetings by coaching staff on how to interpret the SLA’s and maintained the PAT Logs. Show less

Leading Strategic Governance Planning Meetings to ensure Service Level Agreements (SLAs) are upheld.Coaching technicians on best practices with organisational systems. Created, and maintained accountability for, Risk Assessments and Method Statements (inclusive of data sheets) for Control for Substances Hazardous to Health (COSHH) to limit risk in the work undertaken by the company.Daily Stand-up with multiple engineers for job assignments and Capacity Planning… Show more Leading Strategic Governance Planning Meetings to ensure Service Level Agreements (SLAs) are upheld.Coaching technicians on best practices with organisational systems. Created, and maintained accountability for, Risk Assessments and Method Statements (inclusive of data sheets) for Control for Substances Hazardous to Health (COSHH) to limit risk in the work undertaken by the company.Daily Stand-up with multiple engineers for job assignments and Capacity Planning. Performed Backlog Refinement on outstanding work to prioritise work effectively. Effectively communicated technical solutions to non-technical clients. Created User Stories to estimate and to communicate the Effort, Risks, Complexity and Value of a project for the customer and also the business. Assisted in conflict resolution, when customers were unhappy with their service, by actively listening to the customer’s complaint with Compassionate Empathy, to ensure their problems were heard, understood and actioned upon. Provided clients with WIP updates via weekly reports of the progress of each project. WIP updates would also include any impediments that we were focusing on removing. Show less

Building user stories to assign estimated Effort, Risk and Complexity values.Prioritized Backlog Items by understanding the Business Value vs. the estimate Effort, Risks and Complexity. Actively listening to end users difficulties to ensure they understood that I was empathic to their dilemma. Self-managed my workload by pulling Backlog Items (tickets) and assigning them to myself. If there was something I did not understand, I demonstrated courage and openness to ask… Show more Building user stories to assign estimated Effort, Risk and Complexity values.Prioritized Backlog Items by understanding the Business Value vs. the estimate Effort, Risks and Complexity. Actively listening to end users difficulties to ensure they understood that I was empathic to their dilemma. Self-managed my workload by pulling Backlog Items (tickets) and assigning them to myself. If there was something I did not understand, I demonstrated courage and openness to ask for assistance, for collaborative resolution. Updated the Work In Progress (WIP) of each item using a ticket system. Users would log issues on this system and I would pull appropriate work onto myself. I would then update the ticket and the user to say this item in progress. In the event of an impediment, I would email the appropriate person and follow up with the phone call a few hours later to ensure they had seen the message and could give me an Estimated Time (ET) on when it could be actioned/looked into.Acquired new empirical knowledge and skill sets by adopting an outside the box thinking mindset. Required (and demonstrated keen motivation) to learn how to access files from computers where the Operating System (OS) had stopped functioning correctly. This required using an Open Source OS which was able to bypass the OS of the computer and access the required files for recovery. Show less