Experience

Aurora

• United Kingdom
• IT Services and IT Consulting
• 1 - 100 Employee

• Technical Integration Manager

  • Jun 2020 - Present

  Ownership of internally developed API integration platform Identifying new suppliers, products with which integration will add value Planning product roadmap, development sprints Requirement gathering, understanding documentation, defining development objectives and platform strategy Ownership of internally developed API integration platform Identifying new suppliers, products with which integration will add value Planning product roadmap, development sprints Requirement gathering, understanding documentation, defining development objectives and platform strategy



Giacom

• United Kingdom
• IT Services and IT Consulting
• 100 - 200 Employee

• Solutions Architect

  • Jan 2020 - Jun 2020

  Working with Head of IT & Development to define and deliver the platform strategy for Digital Wholesale Solutions.

• Business Unit Operations Manager - Daisy Wholesale

  • Aug 2013 - Jan 2020

  Responsible for strategic and BAU operations for a separate business unit which services Daisy Wholesale's most prestigious reseller, with a mandate to deliver exceptional customer service and provide the aspirational benchmark for service levels in the wider business.Overall responsibility for provision and support for voice, broadband and mobile lines, ensuring all SLG's are met.Participating in regular partner and supplier service review meetings, attending industry events.Assisting business unit director in projects to improve margins, introduce new technologies, acquire new bases and consolidate product sets.

• Group Application Support Manager

  • Mar 2013 - Jul 2013

  Based on my previous experience in the roles I had held I was asked to put together a team that would be responsible for providing support for all the applications used throughout the Daisy Group of companies, consisting of over 1000 employees based in 15 locations throughout the UK. This was a brand new team required to work with the Daisy Group development/IT departments to ensure that all running applications are functioning correctly, all users are supported, and where issues arose to diagnose and resolve these. I was responsible for instigating procedures and processes to develop the department, creation of MI to report in to the directors on the effectiveness of the team, and acting as the technical expert in ongoing projects to consolidate Group systems.

• Technical Manager

  • Jan 2011 - Mar 2013

  Manager for the Daisy Wholesale NOC and OSS departments, responsible for the network and operational systems supporting all broadband and data connections for the UK's largest independent ISP and managing 12 direct reports.In this role I oversaw many projects that improved network utilisation, customer experience and company profitability. In October 2012 my NOC team won the prestigious ICMI European Support Team of the Year award, which I was proud to accept as a testament to the sometimes unseen work done behind the scenes to keep our network reliable, resilient and high-performing.Responsibilities included:Managing Daisy Wholesale's network including the bandwidth for broadband services, devices on the network and connections into supplier networks.Ownership of internal and external systems, and the technical relationships with suppliers of connectivity, hardware and software.Ownership of data, and reporting into directorship for all strategic MI.Key projects:Data Centre Rationalisation - Feb 2012:Working with my Technical Director and NOC team I coordinated and supported the successful closure of a legacy data centre, involving the relocating or decommissioning of over 50 servers with no detectable impact for the tens of thousands of customers who were connected through this location.Supplier Bill Reconciliation - May 2012:Deep inspection and full reconciliation of many thousands of supplier billing line items and re-tagging of company data eliciting rebates of over £200k.Ongoing Group Asset Consolidation - June 2010 to Feb 2012:Working with Head of Projects to develop and take forward into BAU a process for the migration of large tens for thousands of broadband circuits from disparate Group acquisitions onto unified Daisy Wholesale supplier accounts with as little disruption to these services as possible.

• OSS Manager

  • Jul 2010 - Jan 2011

  Following the purchase of murphx by Daisy Group PLC there was a period of internal Operational restructuring which lead to murphx becoming the primary component of the larger Daisy Wholesale. This gave me the opportunity to take up the role of OSS Manager for the new organisation, involving ownership of all internal and external systems in use by Daisy Wholesale and our clients, driving system development and managing supplier interfaces.My biggest achievement during this time was working as the Technical Lead in a major project involving moving almost 100 nationwide high-value corporate VPN's, comprising thousands of broadband services, from a previous network onto our own network. This was achieved following months of planning, and was implemented with no noticeable impact to the services.



Fleur Telecom Ltd

• United Kingdom
• Telecommunications
• 1 - 100 Employee

• Head of Customer Operations

  • Jul 2018 - Mar 2020

  Overall responsibility for Fleur Telecom's customer operations & revenue generation, including technical support, onboarding, sales & retention. Overall responsibility for Fleur Telecom's customer operations & revenue generation, including technical support, onboarding, sales & retention.



murphx Innovative Solutions (now part of Daisy Group)

• United Kingdom
• Telecommunications
• 1 - 100 Employee

• Service Delivery and Development Manager

  • Apr 2009 - Jul 2010

  Managing both the Systems and Provisioning departments at murphx Innovative Solutions during a period of intense growth that eventually lead to the buy-out of the company. This time included the documentation of many business processes for both departments to assist in the growth of murphx. Whilst I was in this role murphx was voted Comms Business' ISP of the Year for 2009, an achievement which gave me great personal satisfaction given the fact that I had been at the business from the start.During this period I also assisted the Technical Director by managing the Development team until the business was acquired by Daisy Group in July 2010.I was responsible for prioritising development requests, scheduling these into the roadmap, reporting on progress to the business and signing-off developments for deployment into the live network.

• OSS Manager

  • Jan 2007 - Apr 2009

  Following the development of a new automated broadband provisioning system the OSS function was created to own the new system. As a major contributor to the development it was a natural fit for me to take this position.In this role I managed the team that was responsible for all aspects of the Operational Systems including database administration, data integrity, MI requests, troubleshooting, integration assistance and supplier interaction queries.

• Provisioning Manager

  • Feb 2006 - Jan 2007

  Managing the team responsible for provision of all broadband circuits for the company.In this role I also administered the XML provisioning system that would grow into the company's flagship and industry-leading Wholesale xDSL Provisioning Service, the development of which I was heavily involved in given my provisioning, database and software development experience.

• Operations Assistant

  • Jun 2002 - Feb 2006

  Many Operational and Technical roles in a fast-growing startup company. During this time the requirement for specific job titles was not necessary, as such the work I did in this period included Support Engineer, Software Developer, Systems Designer and Administrator, Revenue Assurance, Network Administrator and Service Provisioning.