Business Analyst

• Jan 2023 - Present

Business Improvement Specialist/Product Owner

• Aug 2018 - Jan 2023

Currently working in a Business Improvement Specialist role within BT Global.My role as a Product Owner is to drive change through the Agile Delivery of Field Service Lightning within Global Field Services. I work with a great team of Developers and Stakeholders to deliver a system into the business that will drive positive change.

Operations Manager

• Sep 2016 - Aug 2018

Operations Manager within BT Technology, managing a team of 12.My role included achieving Service level agreements for Openreach and managing repair vendor for the IT hardware. Hardware included iPhones, Laptops and Hand Held Tester equipment.This is where I began my interest in identifying inefficiencies and took full advantage of Continuous Improvement learning and BQF accredited practitioner qualification to implement changes within the team to increase our productivity and remove waste. Show less

Technical Analyst

• Aug 2011 - Sep 2016

After completing my IT Higher Apprenticeship with BT, I was brought into the team as a Technical analyst. My role included working on the 2nd line support helpdesk, supporting Openreach engineers on their laptops and iPhones.Role also included configuring replacement hardware devices and shipping them to the engineers on a next day delivery basis.A few years into the role, I had experience as covering team leader with responsibility to ensure daily work load was completed by the team.

IT Higher Apprentice

• Aug 2008 - Aug 2011

I was successful in my application and interview for the BT Higher IT apprenticeship scheme.I was placed in the Mobile workforce support team in Leicester, providing Hardware support to Openreach engineers.I achieved a Foundation degree in IT for Business as part of the Apprenticeship as well as some NVQ qualifications.