Managed the hardware and software end of life and end of support on all VF UK’s network equipment.

Managed the HOPS, defects and operational acceptance process

The aim of my role was to transform the way Vodafone operationally manages our estate of base stations with a third part This includes:Setting up, building and leading the Access Management team in Service Operations process improvements.Delivery of new and innovative solutionsManaged small improvement projects and programmedReporting and creating of dashboardsEngaging and building relationships with key stakeholders (internal and external)Vendor governance and managementPresenting regularly to Senior managementWorked closely with delivery to ensure operations and delivery were aligned on processes

Problem Management is an ITIL efficient critical team to ensure the root cause of all Critical, High and Medium incidents are found within 7 days and to ensure that these are also eradicated within 21 days. I am currently driving continual service improvement on core transmission to prevent any future re-occurrences of incidents and to improve mean time to resolve . I work closely with the second and 1st line teams to identify any processes that are failing. The plan is ultimately there to help drive Network Availability. I conduct Post Incident Reviews for all cases I have picked up and communicate incident reports and executive summaries to senior managers and key stakeholders in Vodafone. My role also includes driving root cause resolution

Incident Management is a critical team to ensure the smooth running of Vodafone UK as a business. As an Incident Analyst I manage critical, high and medium incidents which cause major outages to customers. This includes IT systems, Radio and Core Network Elements During the time of the incident my main goal is resolve the incident, but to reduce impact to the business as quickly as possible. I communicate updates to the business and external customers to ensure they are up-to-date with what we are doing to ensure a speedy resolution. I also conduct war rooms and conference calls by bringing support teams and stakeholders together to develop an action plan and diagnose the fault effectively. I also speak to senior management within Vodafone on a regular basis to update them on progress.

• Providing monthly metrics reports for main account contacts• Assisting service manager for reporting and account options and decisions• New connections, disconnections, recoveries, providing copy invoices• Handset support for customers, including 3G and Blackberry• Assisting main account contact with sales opportunities within the account• Answering calls to the GSK Sales force, assisting them with generic mobile phone queries• Liaising with the fixed line team, ordering ADSL and PSTN for end users. Also providing copy invoices and disconnections with fixed line• Desk visits to clients assisting them with their mobile phone needs.• Updating IT help documents with Vodafone processes so the GSK helpdesk can help diagnose faults.• Project assistance, including planning and giving advice to IT department in current telephony changes• Finding opportunities within GSK to add additional services, to generate revenue for Vodafone and increase GSK’s mobility.• Producing many reports for the National Account Manager and Service manager.• Running small projects to increase customer experience.• Onsite Champion for Vodafone Bill Manager• Cover for Service manager whilst he is on holiday.•

• Sales of Mobile Phone handsets to consumer and SME customers• Pushing Net Promoter Score to the in-store team• Technical phone support for Customers• Monthly Catch-ups with team members• Driving sales within team• Achieving store KPI and personal KPI• Achieving high mystery shop scores.• Box counts, also regional champion for returns.

• Helping customers with enquiries• Agreement checking for Audit purposes.• In charge of Area weekly Box counts ensuring that the local stores comply with policy• Driving Sales in store• Shop floor management• Stock Adjustments