Experience

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  Excell for training limited

  Jan 2015 - Apr 2015

  Animal care/land-based mentor and trainee tutor/assessor
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  Manpower uk

  Nov 2015 - Mar 2017

  Service desk analyst

  First line agent for contact and technical support on the DWP technology support helpline. Acting as subject matter expert for telephony and networking and a single point of contact between CSC, BT and Vodafone. Working on the queue management team, directing incidents to appropriate resolver teams. I also take an active role in training new members of staff and apprentices. More recently I have taken an interest in the management side of the service desk, alongside my roles with BT and Vodafone I work closely in trending and analysing the workflow of the service desk. Aiming to drive up quality of service and develop new process between the service desk, our clients and other resolver teams Show less

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  Chatsworth house trust

  Nov 2015 - Jan 2016

  Visitor welcome assistant
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  Greencore

  Mar 2017 - Jun 2018

  1st line it support

  Providing 1st line Support to all divisions and subsidiaries of Greencore Group. Supporting over 30 depots, factory and office sites based within the UK, Dublin and the United States. Support included but was not exclusive to; Office 365, Exchange 2010, SharePoint 2010, Microsoft Lync, Citrix XenApp and Access Control Console, Windows 7 & XP, Sostenuto, Active Directory and Active Roles, Windows Server 2003/R2, 2008/R2 and 2013, Landesk and Cisco VPN Client.Enhanced Support was also provided for a range of industry and company specific applications including ; IBM System 21, Aurora and Cognos. Show less

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  Rydal communications limited

  Jun 2018 - Feb 2019

  Technical support specialist

  Operating on the customer facing support desk predominantly monitoring and maintaining IPECS phone systems alongside some Yealink and Horizon cloud-based solutions. Provision of some IT support. Configuring phone systems to be installed by customers but also Rydal engineers. Troubleshooting and diagnosing hardware and software faults and solving technical problems, either remotely or over the phone.Handling and managing requests for clients including acquiring and deploying recorded messages, configuring redirects and phonebooks and other General PBX 'House-keeping' Tasks. Show less

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  Rnib

  Feb 2019 - Jul 2022

  Leading the digital operations function within RNIB's technology service delivery team whose primary role was to ensure stability and availability of digital platforms by working to minimise incidents and operational risk, enabling the business to execute it's long term strategic and business goals in the most efficient and effective way.This involved working closely with wider business teams to plan and road-map digital product development specifically where it pertains to the digital estate.Key Successes+ Development and delivery of processes and procedures which governed delivery of service and change management to digital platforms.+ Delivery and management of lottery website hosting migration project which reduced TTI by 50% of its pre-migration values+ Supported delivery of Cookie management solution, supporting the charity to be complaint with regards to GDPR , PECR and best practice.+ Supporting wider business teams (Fundraising, Events, Marketing, Content) to ensure that blockers and other issues are identified and resolved quickly.+ Collaboration with 3rd Party Agencies to deliver Innovation, Support and Maintenance Show less Working within a team of four analysts, primarily responding and resolving issues that had been escalated from 1st line analysts, Acting in a proactive manner with regards to the configuration, management and monitoring of a wide portfolio of business critical applications across RNIB. Key Successes+ IT support lead and subject matter expert for developing process and on-boarding an externally sourced CMS solution for the safeguarding team. + Developed a reporting dashboard through Power Bi ensuring that the safeguarding team could access critical safeguarding data required to enable Monthly and quarterly reporting to Executive teams, board of trustees and also external statutory agencies. Between November 2020 and March 2021 this role had become part-time in a 50/50 split with my role as 'Digital Operations Lead' Show less

  • Digital Operations Lead

    Nov 2020 - Jul 2022

  • 2nd Line Technical Support

    Feb 2019 - Mar 2021
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  National deaf children's society

  Jul 2022 - now

  Working within our 'Understand Chapter', with a broad focus on insight and effectiveness across a broad range of products, services and projects across the organisation, with a specific interest in M&E in relation to our digital offering and Data Reporting.Leveraging my skills in digital analytics across a wide range of projects, products and services. Utilising a wide variety of tools to support impact analyses, supporting the organisation to utilise more effectively it's digital data portfolio by delivering leading communities of knowledge driving out data strategy and improving standards enabling the organisation to become more data driven.I also play (and/or have played) key roles in strategic and business projects such as our Pay and Reward Squad and our Data Reporting Steering Group building our data strategy and frameworks that allow NDCS to be data-driven and customer-focused. Show less Working within the Customer Impact and Transformation Directorate (CITH). Managing the development and improvement of new and existing digital products and driving innovation within business governance and procedures in line with the charities transformation road-map, wider strategies and goals.Alongside colleagues in the CITH Directorate, we are leading the organisation in the use of AGILE methodologies to deliver at pace, fail-fast and ensure a data-driven, customer-focus approach to our product and services portfolio.Key Successes+ Within my first 100 Days at NDCS I was leading and working within 5 separate project workstreams. Delivering alongside mixed-member teams from across the organisation.+ Supported the delivery of changes and day-to-day operational support for NDCS Deaf Education map+ Working as an agile delivery manager supporting the delivery and development of NDCS's new planning processes in line with it's new strategic direction.+ Engaging with new strategic partners to help deliver innovative resources and delivery of content for NDCS's Family BSL Course. Show less

  • Project Manager (Digital Insights)

    May 2023 - now

  • Product Lead (Digital)

    Jul 2022 - May 2023