Managing the day-to-day service of PKT, a global document repository (documentum database) for non-regulated documentation. With over 23,000 users (including 400 external) this is a challenging role with a high workload, in which I have a reputation for delivering excellent customer service.Responsible for gathering requirements for revised Portfolio Reporting capability.Lead the service transition of the PKT Helpdesk including: defining new roles, establishing the contract and negotiating changes with third party suppliers, co-ordinating the preparatory work for both current and future team. Created communications for customer base. Created train the trainer materials and rolled training out across the AZ and Computacenter helpdesks.Responsible for managing system improvements from requirements gathering, to going live (includes documenting as-is, to-be, risk analysis, supporting off-shore development team, writing test scripts and conducting formal UAT, communicating change to stakeholders). Initiated and lead the Automation of system access across the global marketing companies. Task manager to a Global team of 8.System monitoring and incident management. Liaison with technical support providers. Proven ability to make decisions in a high pressure environment with respect to escalating system issues. Provide communications with customers and stakeholders during outages.Assisting Business Information Manager and Application Service Manager with guidance on system change prioritisation.Initiated an on-going mentoring opportunity with positive effect, in line with my personal development plan.Developed training materials and coached new team members with very positive feedback from participants

Promoting and selling goods, budget management, coaching of team members, development and retention of customer base Completed an Open University course T161 Return to Science, Engineering and Technology

Raised Contract Change Proposals ranging in value from £20K to £3 million. Developed bid preparation and management skills.Responsible for customer acceptance and prompt payment. Developed commercial awareness and understanding of customer requirements reporting progress to Programme Manager. Introduced Project Process Improvement role. Working as a member of the Quality team on a Sonar System Programme, Process issues were identified and resolved. For this role Casewise process mapping software was used.Created and maintained Project plans (using PS6) reporting to teams and Project Management.

Created, maintained and reported progress on complex Project plans using Project Scheduler 6 software.

Founding member of a PRINCE II IT Project Environment - played a key role in establishing the Project infrastructure.Project planning using of MS Project.Developed an issues management database.Cost/budgetary tracking and control.

Management consultancy) Based on independently at several Blue chip manufacturing sites, designing operator best Practice Training Materials to support long term operator up-skilling programmes. Supervisory skills - recruited and trained an undergraduate on summer placement.