Project: Expo 2020Key Achievements and Responsibilities:Drafted and implemented the support model for Virtual Expo Services from level 0 to level 3 across Expo support teams and multiple service providers. Worked with tools specialist to ensure that the ITSM support tools are configured to match the Virtual Expo support processes and model. Established ongoing service reporting (KPIs and SLAs) for Virtual Expo services and used this reporting to identify areas of improvement in the support. Provided direction, guidance and training to the relevant Expo and service provider teams on the support model, processes, tools and service reporting. Recruited and lead the Virtual Expo support team in the resolution of Virtual Expo issues to achieve the target SLAs and KPIs. Served as a point of contact to escalate, address, research and trace to resolve virtual issues. Managed internal and external partners on various issues and updates to ensure that a high level of customer satisfaction is achieved.Managed Contentful CMS for Expo 2020 International Participants (IPs) which includes high resolution images/videos/text/podcasts. Used Kanban boards and Agile methodology to virtualize new requirements and prioritize current issues for the Virtual Expo Platform. Was awarded the international “Favorite Website Award” (FWA) of the month in November 2021 for virtualexpodubai.com, which was judged by over 500 international judges. Used Jira as key Project Management Tool.Project: Bid ConsultancyKey Achievements and Responsibilities:Drafted a complex WBS and SIAM Programme Plan for Major Events Bid. Providing consultancy on subject matter expertise including and not limited to, Staffing and Resource Planning, Service Provider Onboarding, Relationship Building, Strategies, Programme Schedule, Plans and Processes, Governance Bodies, Reporting, Risks & Issues Management, Quality Management, Information and Knowledge Management, Decision Management and Deliverable Management.

Project: Telephony Digitalisation ProgrammeKey Achievements & Responsibilities:Successfully used Agile methodology and migrated 101 Downstream global sites to digital UCC solution and decommissioned legacy telephony system.Achieved cost savings of over $2.3mProduced and articulated a clear communications strategy and planDirecting and managing 3rd party supplier (AT&T) to deliver to quality, time and budgetBuilt successful relationship with key Stakeholders including Infrastructure Demand Managers (IDMs), Site Managers, Senior Management, Service Managers, HP Onsite Support (OSS) Captured and articulated key Business requirements and validated proposed solutionsSuccessfully managed multiple sites migrations running simultaneously

Project and Programme Manager for the following:Project: FITS EUCS Build & Transition Delivering a brand new infrastructure required to support End User Computing Services (EUCS) for 95,000 users and to achieve ITHC in order to complete data migration from incumbent Suppliers.Project: Shared Service Improvement Programme Project delivered infrastructure upgrades within UK data centres and migrated customers to the new platform.Project: Major Events – London 2012 Olympic and Paralympics GamesKey Achievements:Planned, procured, implemented, supported and decommissioned IT infrastructure during a high profile event and extremely pressurised environment within numerous fixed deadlinesSuccessfully delivered the full suite of IT operations at the Main Press Centre (MPC)Passed, without reservation, the International Olympic Committee (IOC) venue technical rehearsal in May 2012Managed and directed an IT delivery and support team of 80 staff, suppliers and partnersProvided IT operational support to multiple Games’ preparation events in the lead up to the Olympics at MPC and International Broadcasting Centre (IBC)Project: Olympic Delivery Authority (ODA) – Technology and Information Security ProgrammeAchieved Security Accreditation of the ODA system by remediation of security risks through the implementation of a dedicated ODA IT network on the Olympic Park and at Atos’s primary Data Centres. Delivered a secure remote access network and transitioned 3,000 users from using grid cards to RSA tokensManaged project team of 25 resourcesProject: Ministry of Justice (MoJ) – Programmes and ProjectsSuccessfully project managed multiple IT projects from inception to closure

Project: UK Server Virtualisation Key Achievements & ResponsibilitiesDelivered business benefits of cost reduction and carbon savings by successfully migrated 90 servers from a physical to a virtual platformWorking closely with vendors and suppliers who were contractually responsible for the UK operation and with internal business units across the business, including different geographical locations. Managed user expectations and success factors. Project: ROAM (Remote Operations Access Method)Key Achievements & ResponsibilitiesManaged the implementation of a new web based remote access solution. This included global testing and implementation of the service, migration of 3,000 Outlook Web Access (OWA) users, 250 RSA token users and upgrading 2,500 global remote laptops to the new service and implementation of processes to support the new serviceProject: GTI2.1 release Key Achievements & ResponsibilitiesManaged the development, testing and implementation to all global BC sites a secure, auditable and maintainable GTI2 release build to ensure all British Council (BC) sites had the same consistent build across the globe, this was essential for the global release of SAPProject: Outlook Web AccessKey Achievements & ResponsibilitiesImplemented Outlook Web Access (OWA) and transitioned the service into supportProject Management: Defined requirements to go out to tender. Drafted user acceptance test scripts. Worked with development teams and security to integrate applications with BC infrastructure. Rolled out OWA regionally Created marketing material and Information packs. Managed reporting and quality assurance