Experience

Cassini Systems

• United Kingdom
• Financial Services
• 1 - 100 Employee

• Head of Customer Success

  • Jul 2021 - Present

• Client & Support Manager

  • Jun 2020 - Jul 2021



Credit Suisse

• Switzerland
• Banking
• 700 & Above Employee

• Solutions Delivery / Business Analyst - IT Strategy & Transformation | Assistant Vice President

  • Jan 2020 - Jun 2020

  Manage a transformation project team across application support groups for Credit, Prime, Repo & Collateral, Risk and Trade Management that specialises in strategy, process improvement, automation & data analysis.Led production and rollout of Aqueduct, a cognitive support agent developed in-house to interpret and invoke automation scripts created by support, improving efficiency and collaboration through centralised automation.Composed strategy for maneuvering to and enabling support execution and development capabilities (SRE focused), through a revised software delivery lifecycle, upskilling pathways and tool sourcing.Product owner of “Nagbot”, an automated solution created to drive down control breaches via automated reminders across multiple channels. Decreased control breaches by 45% across all product lines since creation.Architected a full framework for improving data quality of tickets within support to enable programmatic analysis. Data quality breaches across all product lines has decreased from 86% to 8%.Reduced support ticket numbers between 30-70% across specific applications through introduction of thematic cause grouping and driving automation and/or remediation of root cause. Introduced means to track operational debt for applications to aid with prioritisation of remediation.Led rollout across two monitoring tools (AppDynamics & Geneos) for 50+ applications, driving progress and coordinating application teams, which has resulted in improved proactive & reactive responses to outages.Developed a vision for improved productivity across support groups through a six step process, planning and coordinating with stakeholders across all product lines to deliver.Department SME for Data Analytics & Visualisation (Tableau, Alteryx, Python, SQL), including capabilities in machine learning and automation.Part of the GM ASG management committee, advising on strategic decisions horizontally.

• Project Manager & Business Analyst - Global Markets Application Support Transformation

  • Jul 2017 - Jan 2020

• Technical Analyst - UK Site Operations, End User Services

  • Jul 2016 - Jul 2017

  Third party vendor and service management for infrastructure end user technology.



PwC

• Professional Services
• 700 & Above Employee

• Associate - Industrial Placement

  • Sep 2014 - Aug 2015