Information Governance Manager & Data Protection Officer

• Aug 2021 - Present

Senior Consultant

• Sep 2019 - Aug 2021

Offering consultant services for process improvements and risk assesments for small businesses. With over 25 years experiance in the IT Sector from Service Delivery Management to World Wide Change Management and Compliance Offering consultant services for process improvements and risk assesments for small businesses. With over 25 years experiance in the IT Sector from Service Delivery Management to World Wide Change Management and Compliance

Director, Security, Risk Management & Compliance

• Jan 2016 - Sep 2018

Built a globally team serving ~1100 Managers and Staff in the Hospitality Support team. Implemented Crisis Management plans for major Support Centers. Wrote an Outage Management guide and delivered to all staff so that they knew what to do should a system experience an outage. Monitored and ensured all staff where HIPAA compliant and renewed training as required. Lead work on all reported Security Incidents, implemented a logging system and engaged with other Security Professionals as required. Risk assessed all major support locations, resolving all issues uncovered. Monitored ongoing compliance per Company policies. Show less

Director, Hospitality Support Operations

• Dec 2014 - Oct 2015

Responsible for moving the Hospitality organization on to Corporate wide systems and processes. Rolled out training the organization and regular cadence of meetings to ensure preparedness. Provisioned all access requirements, ensuring regulatory compliance to Customer Data and US Federal Laws. Prepared all staff prior to cut over on expectations.Monitored post go live queries and continuous on-boarding of new staff.

Director, Customer Service Experience, Mergers & Acquisitions

• Oct 2013 - Dec 2014

Sole focus on Mergers and Acquisitions for the Support Delivery organization. Inherited a team that needed focus and guidance after organizational change impacts. Responsibilities included:Identifying differences moving from legacy systems;Resolving any differences that would hinder consolidation of systems and tools;Working with Development on any needed changes to infrastructure;Preparing the acquired resources for cutover to new systems and processes;Continually learning from each project to improve the next.Successfully built the M&A Team to achieve improved integrations. Show less

Director Service Design, & M&A, Global Support, Systems, Processes & Tools

• Jul 2005 - Oct 2013

Service Design Director for the Global Support organization and the systems and processes they used to perform their roles in supporting Customers needs.Working with the Business and Development in an agile methodology, ran service forums with Business representatives on a weekly basis to prioritize functional changes that where released quarterly.Partnered with the agile scrum teams on developing the required functionality, running UAT testing, participating in go live checks.Active member of the Change Advisory Board overseeing all Change and Release Management functions. Show less

Global Technical Operations, Global Process Owner: Service Request Management

• 2003 - 2005

Worked as part of a global team to globalize the Support Delivery operations and systems. Delivered all the training for all Support Delivery Management and Staff globally. Continued post globalization to support the Service Request Management arena and resolve reported issues, work on enhancement requests and support the business.

Operations Lead, EMEA Support Operations

• 2002 - 2003

Operational Lead for the Development Tools and Middleware Support Teams. Produced analytics reports, and ran EMEA wide projects. A part of the Management team, supported all operational needs.

Team Lead/Support Analyst UK&Global Customer Support

• Jul 1995 - 2002

Initially worked as Support Analyst in Desktop Support, answering and resolving Customer queries on the Oracle Database on Windows and networking issues. Then moved over the Data Warehousing Warehousing Support, promoted to Team Lead for the both the UK Team and Global Support Team.

System Design & Support Analyst

• Jun 1993 - Aug 1994

This position was an Internship during studying for my degree. I was responsible for training the Welsh regional centers on the new desktop software, support during the rollout and ongoing support and maintenance issues post rollout. This position was an Internship during studying for my degree. I was responsible for training the Welsh regional centers on the new desktop software, support during the rollout and ongoing support and maintenance issues post rollout.