🚀 Head of Service & Support @ Virgin Media O2's Data Democratisation Crew 📊I'm passionate about making data accessible and useful for everyone at Virgin Media O2. As the Head of Service & Support, my role is all about ensuring our teams have what they need to succeed with their Tableau cockpits, reports, and data needs. I'm here to support our teams throughout the process, providing answers, guidance, and ensuring smooth communication with our dashboard-building experts and looking after the teams as they use their data skills to achieve business goals. It's all about fostering collaboration and empowering success through positive human interactions. Let's connect and spread some data-driven joy together! 😊✨

Engaging with organisational leaders, I drive the actualisation of their objectives and KPIs, offering clarity to their strategies through data acquisition, organisation, analysis, and delivery. My comprehensive skill set includes analytics, operations management, strategic planning, project management, technical training, and team leadership.

Pioneered MuleSoft's inaugural ATP Programme, awaiting executive endorsement. Achieved a 4% surge in Annual CSATs by deploying effective readiness measures for instructors and ensuring high-quality instruction delivery. Orchestrated a 26% YoY increase in instructor-led training days for full-time employees through schedule optimisation. Spearheaded 'Fail Fast to Pass' initiatives, slashing certification time. Utilised servant leadership to boost morale and quell attrition issues.

Conceptualised a value proposition for a Global Training Programme, successfully executing its launch through executive approval.Implemented a multi-phased Training Strategy for customer success, focusing on employees, partners and customers.

Leading the EMEA region for Customer Success, Customer Care and Training. Guided by passion and dedication, I ensured client success through exemplary customer satisfaction and retention. Led cross-functional teams for Customer Success, Project Management, Support, and Professional Services, uniting as the Customer experience team for unparalleled service delivery.

Created a Global Customer Care team by unifying regional support teams to within 3 months. Slashed average support case resolution time from 43 to 17 days through data-driven process enhancements. Fostered team morale and performance.

Key responsibilities• Ensuring technical competence on a global basis for product areas I am responsible for to ensure first class training for our clients.• Establish, build and maintain strategic relationships within Vendors.• Investigate new emerging and advanced technologies.• Technical Presales lead.• Evaluation and recommendation on relevant technologies and products• Responsibility for developing, driving and maintaining technical delivery capabilities• Officiate as the Technical lead for Business Video solutions as well as course offerings.• Overseeing the technical competencies of our Instructors and consultants and ensuring that a highly competent instructor group is maintained for the technologies I lead.• Ownership and management of Technical problems / issues through to timely resolution• Implementing Processes and Procedures to improve efficiencies and eliminate technical operations errors• Maintaining and growing Technical Vendor relationships • All Technical communication back into the business• Demonstrate ROI through classroom deliveries and Introducing new Sales opportunities.It is my responsibility to : Keep Fast Lane as Market leaders by continually looking for new and upcoming advanced technologies. Uphold technical excellence with our instructors, and Labs.

Dual role acting as the chief Cisco technologist and CCSI instructor.Working with the marketing, sales and content delivery departments & technical responsibility for the delivery of all classes running in the EMEA region, reporting directly to the business services director. Completed responsibilities:• Visit customer sites as a training consultant; assessing customer objectives to existing training courses and creating bespoke content when required.• Technical responsibility for the EMEA Live studios running UNIX, delivered over Cisco equipment, from design through to the day-to-day running of the studios.• Professional voice over artist and create recorded content.• Technical lead on all Cisco security classes, updating content, labs and equipment.• Delivery of BPD courses.• Technical support for complex in-house networking issues.• Over 14 years experience in the Networking arena, much of it in a technical role.

Employed as a training consultant delivering ILT including Authorised Cisco, Microsoft, Unix, Datacomm's, Content networking and Security classes.On-site consultations. Mainly consulting ISPs and networking companies and service providers, Such as Level3, Cable & Wireless, Dixons group, Siemens, plus others, on such subjects as BGP, IPSec, L2TP, F5’s BIG IP and 3DNS, Internet registration (steps needed to become a Local Internet Registrar and becoming a ‘good internet citizen’.) Technical authoring, researching, designing and writing technical training materials and developing both written and Hands on Lab for the LINX accredited exams. Other training courses tought: BGP, BIND/DNS, MPLS, VPN, IPSec, Firewalls (Checkpoint, PIX,) intro to BS7799, CSIDS, RealSecure, Pen-testing, VOIP and telecomms, Multicasting, UNIX, Solaris, Linux, Windows NT/2k, plus other's.

Initially employed as a Systems Engineer, responsible for Network Solution integration for many of the Universities, Colleges and local governments throughout the South East. This included network analysis, troubleshooting and repairs where necessary from the humble desktop through to Mass Media Devices, Switches and Routers. My profile within the company rose as I gained self sponsored MCSE and MCT accreditations. Partly due to this fact I worked in the Commissioning and consulting department, where I would perform many on-site consultancies and complete network commissioning.