Experience

Centrica

• United Kingdom
• Utilities
• 700 & Above Employee

• Service Manager

  • Mar 2011 - Present



T-Mobile

• United States
• Telecommunications
• 700 & Above Employee

• Service Operations Manager

  • 2002 - Aug 2010

  Various positions held over the course of 8 years within T-Mobile. 2006 - Present - Service Operations Manager - Leading 2nd and 3rd line operational support team for T-Mobile Customer Care and Billing System (customised Amdocs Ensemble & Enabler products) - Ensuring high availability of service by working to ITIL best practises across Incident, Problem and Change Management processes. - Implementing several organisation changes with 3rd party Vendor (Amdocs) including managing… Show more Various positions held over the course of 8 years within T-Mobile. 2006 - Present - Service Operations Manager - Leading 2nd and 3rd line operational support team for T-Mobile Customer Care and Billing System (customised Amdocs Ensemble & Enabler products) - Ensuring high availability of service by working to ITIL best practises across Incident, Problem and Change Management processes. - Implementing several organisation changes with 3rd party Vendor (Amdocs) including managing teams based off-shore. 2003 - 2006 - Rating and Billing Problem Manager - Managing all Problems related to T-Mobile's Customer Care, Rating and Billing system - Implemented Problem Management processes and tools using ITIL best practises within the IT Operations Department 2002 - 2003 - Problem Analyst - Managing weekly bug-fix release, co-ordinating testing, delivery and implementation with 3rd party vendor - Identifying trends in operational issues, raising Problems to address root cause and eliminate repeat failures. Show less



Copernicus Global Billing Services, London

• Operations Analyst

  • 2000 - 2001

  Operations Analyst supporting a Managed Convergent Billing System. - operational lead between in-house development team and 3rd party supplier - Supported pre-sale operations, responding to RFP and marketing and demostrating the product to prospect clients



Sema Group Telecoms (now Atos Origin)

• Support Team Leader

  • 1997 - 2000

  A number of roles between 1997 and 2000 - Business Support Services supporting implementation and running operations for client based in Antigua - Team Lead for Support & Development team supporting systems implemented in Panama, led implementation and release deployment - Software engineer supporting Customer Care & Billing Systems (CABS2000) supporting clients based in Taiwan & Austria