Experience

Oxford Nanopore Technologies

• United Kingdom
• Biotechnology Research
• 700 & Above Employee

• Customer Services Team Leader

  • Apr 2023 - Present

  Oxford, England, United Kingdom

• Customer Service Specialist

  • Jul 2022 - Mar 2023

  Oxford, England, United Kingdom Offering a complete customer services solution to Oxford Nanopore Technologies existing and potential customer base as well as providing support to the wider commercial team and internal stakeholders. Ensuring KPI’s with customer service experience and customer satisfaction are met. Handling Customer Escalations, where Customer Service Reps cannot provide a satisfactory solution for disgruntled customer



RM plc

• United Kingdom
• IT Services and IT Consulting
• 700 & Above Employee

• Assessment Service Consultant

  • Nov 2021 - Jun 2022

  Responsible for the delivery of the eAssessment examination session or service from planning through to full reconciliation of all exam responses to our customers, to ensure the marks always go to the correct candidate. Overseeing the delivery of a consistently high-quality service ensuring all activities that are required are completed within the agreed timelines. Responsible for the performance of a customer’s service against operational level agreements and contractual service level… Show more Responsible for the delivery of the eAssessment examination session or service from planning through to full reconciliation of all exam responses to our customers, to ensure the marks always go to the correct candidate. Overseeing the delivery of a consistently high-quality service ensuring all activities that are required are completed within the agreed timelines. Responsible for the performance of a customer’s service against operational level agreements and contractual service level agreements and acting on under-performance. Provide regular feedback to customers and production of and review the operational SLA reports Show less



European Electronique

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

• Service Delivery Manager

  • Apr 2016 - Oct 2021

  Oxford, England, United Kingdom Managing the delivery of services to internal and external clients to meet agreed SLAs and KPIs and contributing to the delivery of IT service management and support services in order to meet business objectives. Service Delivery Manager for Managed Service Customer sites as well as managing a Service Desk team, a 1st line I.T support team and a team of Mobile Engineers, committed to delivering quality service and ensuring that the client’s expectations are met. Undertaking regular… Show more Managing the delivery of services to internal and external clients to meet agreed SLAs and KPIs and contributing to the delivery of IT service management and support services in order to meet business objectives. Service Delivery Manager for Managed Service Customer sites as well as managing a Service Desk team, a 1st line I.T support team and a team of Mobile Engineers, committed to delivering quality service and ensuring that the client’s expectations are met. Undertaking regular production of customer reports and reviews with all Clients, and if the need arises, working closely with customers to resolve complaints and queries. Show less



FIDO Tech

• United Kingdom
• Software Development
• 1 - 100 Employee

• Scheduling & QA Manager

  • Jul 2015 - Mar 2016

  Responsible for directing the operation of a team of IT Field Engineers providing support within the WiFi and IT sector. Providing the delivery of a comprehensive scheduling service to meet or exceed SLA’s and KPI’s ensuring that scheduled attendances are achievable and in accordance with policies and procedures.



European Electronique

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

• Field Service Supervisor

  • Sep 2014 - Jul 2015

  Responsible for the overall management of Field Service IT Engineers who provide onsite project support, break-fix repair and maintenance, imaging & installation services of I.T equipment nationwide, as well as managing recruitment, authorising claims and holidays, conducting appraisals and developing training plans, managing training and accreditation requirements. Provide a service point of contact for escalations from customers and the field service team as well as providing regular and… Show more Responsible for the overall management of Field Service IT Engineers who provide onsite project support, break-fix repair and maintenance, imaging & installation services of I.T equipment nationwide, as well as managing recruitment, authorising claims and holidays, conducting appraisals and developing training plans, managing training and accreditation requirements. Provide a service point of contact for escalations from customers and the field service team as well as providing regular and ad-hoc reporting to the business and channel partners and attending review meetings with those partners as and when required.

• Service Desk Team Leader

  • Jan 2012 - Sep 2014

  Responsible for managing the service desk team and working closely with all customers to ensure that that they are provided excellent customer service at all times, and to ensure that agreed KPI's and SLA's are met and adhered to while improving operational and organisational efficiencies where appropriate. The point of contact for all escalated issues and difficult situations ensuring they are responded to promptly and that they are resolved effectively and efficiently assisting customers to… Show more Responsible for managing the service desk team and working closely with all customers to ensure that that they are provided excellent customer service at all times, and to ensure that agreed KPI's and SLA's are met and adhered to while improving operational and organisational efficiencies where appropriate. The point of contact for all escalated issues and difficult situations ensuring they are responded to promptly and that they are resolved effectively and efficiently assisting customers to solutions while keeping them updated and assured at all times.



CDS, a Hewlett Packard Enterprise company

• United Kingdom
• IT Services and IT Consulting
• 700 & Above Employee

• Technical Field Engineer

  • Sep 2010 - Jan 2012



Oxford City Council

• United Kingdom
• Government Administration
• 500 - 600 Employee

• System Support Officer

  • May 2010 - Sep 2010



Loomis Technical Ltd

• Field Deployment Engineer

  • Feb 2010 - Apr 2010



ITC Legal Services

• Project Assistant

  • Dec 2009 - Jan 2010



Royal Air Force (RAF)

• Armed Forces
• 700 & Above Employee

• CIS Manager

  • Mar 1987 - Sep 2009

  Junior Manager specialising in Information Management providing a focal point for all aspects of Information policy, regulations and guidance in accordance with F.O.I and RAF Information management policy. Regularly attended meetings in the absence of senior managers. immediately responsible for 6 members of staff, their personnel and career well being, coaching, training, shift allocations, dispute resolutions and appraisals, as well as providing day to day management to a wider area which… Show more Junior Manager specialising in Information Management providing a focal point for all aspects of Information policy, regulations and guidance in accordance with F.O.I and RAF Information management policy. Regularly attended meetings in the absence of senior managers. immediately responsible for 6 members of staff, their personnel and career well being, coaching, training, shift allocations, dispute resolutions and appraisals, as well as providing day to day management to a wider area which covered 20+ personnel. My duties included daily administration, maintenance and back up duties on Exchange Server 2007 & Windows 2003 servers and the maintenance of the Electronic Shared Document store and File store index taxonomy and metadata management. Managed a single point of contact helpdesk ensuring that SLA's and performance targets are met and assuring the highest possible availability of technical staff while also being responsible for producing and maintaining Operating Procedures Show less