Sean Ward

Experience

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  Stream Global Services

  Jun 1996 - Oct 1998

  Technical Support

  Providing second level Technical Support and maintaining customer information for various clients including CompuServe, DELL, MSN, and HP. I also spent 1 year supporting MSN in Dallas Texas.

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  Sykes

  Oct 1998 - Dec 2003

  Quality Manager/Technical Team Leader

  Team Leader for various clients including Eircom, Motorola and SONY VAIO.Implemented a technical training and quality process for Sykes staff supporting SONY VAIO products across Germany and Ireland. As part of Sykes management team we ensured that Team Leaders were running the contract to the high levels expected from customers of a top class product.Key Achievements:Part of the initial team from Sykes spending 3 months on site with SONY and seeing the contract grow from an initial 8 staff to over 100 across two countries.Implemented a high level of quality and customer satisfaction.Build up an outstanding relationship with the client. Implemented a training programme development methodology focusing on simulation and knowledge retention. Show less

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  Phooka Entertainment

  Sept 2004 - Nov 2006

  Project Manager / Owner

  Phooka Entertainment was a startup involved in developing digital media content for animations, computer games and websites etc. Key Achievements:Managed and developed a 3D educational game that was implemented in 10 schools and was used to help promote peace and reconciliation in Northern Ireland:http://www.artificialstudios.com/screenshot.php?pic=Recall3.jpgProficient in various software, including:3Dstudio max, Photoshop, MS project Adobe create cloud. Setup and maintained LAN (Server 2003)Ensured data was consistently secure and backed up. Attended the game connection conferences in Brighton, Leeds and France, successfully pitched ideas to industry publishersTravelled to USA visiting Microsoft, EA Games, Nintendo and Pixar among others as part of an envoy to promote Phooka and also the digital media sector in the North West of Ireland. Liaised with clients and funders on an ongoing basis to provide milestone and financial reports. Show less

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  Gem.com

  Sept 2007 - Mar 2009

  Customer Services Manager

  Managed a team of support professionals and lead travel agents representing Expedia.com

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  Opt2Vote (Idox Elections)

  May 2009 - Feb 2012

  OPT2VOTE | www.opt2vote.com; As freelance project manager for OPT2VOTE one of my achievements is the managed delivery and implementation of Postal Vote Management System for various councils including Fyfe council, Edinburgh City, Aberdeenshire and Birmingham. Tasks included setting up hardware, software, clients/server LAN, ensuring the security of data, training/managing operators. Managing relationship with the council, providing verification reports and updates to overall O2V management team and client.Key Achievements:Built excellent relationship with the client base. Managed the largest postal vote region in Scotland. Successfully completed and signed off the project on time and to a high level. Provided telephone / online support for other project managers. Show less

  • Product Manager

    Oct 2010 - Feb 2012

  • Freelance Project Manager

    May 2009 - Sept 2010
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  Firstsource Solutions LTD

  Jun 2009 - Oct 2010

  Team Leader

  Managed a team of support professionals representing SKY TV and BroadbandKey Achievements:Achieved consistently high quality scores by effectively promoting customer satisfaction and first time resolution. Regularly hit attendance target of 95%+ (for team) complying with the absence management policy. Worked on key project to develop, assess and implement a new customer satisfaction metric. All reports excel based, provided advanced training to other team leads on efficient use of Excel. Show less

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  Learning Pool

  Feb 2012 - now

  Leading and developing a team of Project Managers to ensure the successful delivery of Learning Pool products and services to new and existing customers.Delivering effective, controlled, and profitable projects that meet Learning Pool customers’ needs andservice expectations. (ISMS) Implementation, auditing and continuous evolution of Learning Pools Information Security Management System certified to ISO 27001.https://learningpool.com/security(Service Delivery) On-boarding and management of learning systems, performance management systems, data integration and custom development for a vibrant world wide customer base. ISO 27001 Lead Auditor.IRCA registered ISMS auditor.CQI registered Quality Practitioner

  • Implementation Manager

    Jun 2023 - now

  • Delivery Lead

    Dec 2020 - Jun 2023

  • Senior Project and ISMS Manager

    Feb 2012 - Dec 2020