Throughout my career, my determination and creativity has allowed me to leverage technical solutions to deliver a first-class customer service. Repeatedly implemented improvements to the Service delivered to the business and importantly our customers delivering operational savings and efficiencies.
In September 2020, I passed my ITIL V4 Managing Profession certification, which is currently the highest ITILV4 exam available, this qualification accompanies my ITILV3 Expert status.
Transitioned an ecommerce website from a solution hosted with an existing supplier, to AWS based on a brand-new application stack. During this there was no unplanned downtime for customers or to the business. This required detailed planning & communication with key stake holders as well as collaborating with the new suppliers to put in place an appropriate contract and service agreement with agreed metrics to measure the delivery of the service.
While at Metropolitan Housing delivered a project to transform the ServiceNow platform to 1800 users collaborating with internal stakeholders and external partners. This required gathering requirement’s and user stories and converting into technical solutions. As part of this piece of work a revamped portal was delivered to encourage self-service incident & request management.