I have been responsible for building and overseeing the IT infrastructure of non-profit and charitable organisations; the aviation industry; machine tool manufacturing and distribution; marketing and the public sector.

Shortly after joining the customer service telephony team I began working to improve our department’s efficiency – beginning with a redesign of the existing Excel forms and templates, I moved on to produce VBA based tools to assist my colleagues both with their everyday responsibilities as well as manage their own resource and planning requirements. The project evolved to become The Service Toolkit - an application hosting links to various network resources as well as housing smaller programs used to complete a wide range of tasks.The user is presented with a graphical frontend, a sheet can be accessed by the manager and used to control the content binding on each button. With an ACL in place this was rolled out across other departments and remains to this day an essential part of the centre’s operation.Following the closure of operations in Horwich, the Online Support team was moved to our centre in Norwich – recognised by my previous work, I was sighted to lead the new department. Working closely with management I helped to redesign our working processes and train a team of people to handle calls from our online banking customers.