Functional Skills
AI Risk Management
AI Strategy
Artificial Intelligence
Business Process Outsourcing
Business Unit Strategy
Change Management / Org Design
Cloud Architecture
Cost Reduction
DevOps
Digital Transformation
Operational Transformation
Program Management
Project Management
Regulatory Compliance
Vendor Management
Software Skills
Prompt Engineering
LangChain
Machine Learning
Kubernetes
Deep learning
Linux
Gitlab
Salesforce
MicroStrategy
Jira
SAS
SAP CRM
Siebel CRM
Active Directory
Salesforce Marketing Cloud
Certifications
PMPProject Management Professional
Sector Experience
Business Services
Media & Entertainment
Technology
Telecom
Transportation & Logistics
Languages
English
Countries Worked In
AU CA NL GB USCase Study
Case Studies
5G Cloud Security & TSA Compliance Uplift (UK Telecommunications Security Act — U.S. parallel: FCC/C
Telecom
Program Management
Cybersecurity
Cloud Architecture
Global OSS/BSS & Order-to-Cash Transformation (operations/billing stack)
Telecom
Operating Model Design
Program Management
Process Improvements
Cloud & Hosting: ISO27001/GDPR & IAM/PAM Transformation (U.S. analogs: SOC 2 / state privacy incl. C
Telecom
Cybersecurity
Compliance and risk
Identity and Access Management
Notable Clients
IBM
KPMG
Sky
Experience
Virgin Media O2
Corporate Strategy & Development
Program Manager / Security Lead / Solution Architect - 5G, Cloud, Automation and Infrastructure (Contract, Extended 7 Times Under Various SOWs and Projects)
6/2022 - 6/2025
Extended 7 Times Under Various SOWs and Projects)
• Created, Organized, Formed Strategy, Target Architecture and Led Efforts for TSA Compliance (Ofcom Enforced Telecommunications Security Act + Telecommunications Security Code of Practice) For the Cloud Division of Virgin Media O2, Which Provides the Hosting of the Resilient Mission Critical 5G Network (Hosting Signalling, Voice, Data, Charging, Interconnection).
• Created, Architected, Managed, Directed, and Evolved a Phased Business Capability and Technology Roadmap of Security Transformation Projects. Architected, Designed, Negotiated with Vendors, Defined Commercials, Gained Business Acceptance and Buy-In, and Managed the Implementation of these to Full Delivery.
• Formed, Architected, Created, and Led a Project Related to Credential Migration from a Legacy Stand-Alone Vault to a Centralised Enterprise-Grade Hashicorp Enterprise Vault, to Greatly Reduce Risk and to Greatly Increase Auditability, Further Protected ty Both an MFA Challenge and AD Challenge - (see following two bullet points).
• Formed, Created, Led, and Delivered a Project Related to the Implementation of an Active Directory within the Cloud Area of Virgin Media O2 as part of an overall strategy to segregate user access away from the Corporate Systems, as part of the TSA Security Act Regulations.
• Formed, Created, Led, and Delivered a Project Related to Implementing new Instances of RSA MFA Layers and Challenges via RSA Authentication Manager and Soft
• Created, Organized, Formed Strategy, Target Architecture and Led Efforts for TSA Compliance (Ofcom Enforced Telecommunications Security Act + Telecommunications Security Code of Practice) For the Cloud Division of Virgin Media O2, Which Provides the Hosting of the Resilient Mission Critical 5G Network (Hosting Signalling, Voice, Data, Charging, Interconnection).
• Created, Architected, Managed, Directed, and Evolved a Phased Business Capability and Technology Roadmap of Security Transformation Projects. Architected, Designed, Negotiated with Vendors, Defined Commercials, Gained Business Acceptance and Buy-In, and Managed the Implementation of these to Full Delivery.
• Formed, Architected, Created, and Led a Project Related to Credential Migration from a Legacy Stand-Alone Vault to a Centralised Enterprise-Grade Hashicorp Enterprise Vault, to Greatly Reduce Risk and to Greatly Increase Auditability, Further Protected ty Both an MFA Challenge and AD Challenge - (see following two bullet points).
• Formed, Created, Led, and Delivered a Project Related to the Implementation of an Active Directory within the Cloud Area of Virgin Media O2 as part of an overall strategy to segregate user access away from the Corporate Systems, as part of the TSA Security Act Regulations.
• Formed, Created, Led, and Delivered a Project Related to Implementing new Instances of RSA MFA Layers and Challenges via RSA Authentication Manager and Soft
Broadway Partners (Fiber Broadband Provider)
Media & Communications
Program Lead / Vendor Manager/ Solution Architect / (Contract, Extended 4 Times)
3/2021 - 6/2022
• Created a Target Operating Model for increasing the Ability to Process Fibre Broadband Orders from 100 per month to over 1400 Per Month in 2022, to Meet Business Growth Targets as expressed to Investors.
• Ran an RFP and Evaluated Vendors & Solutions for Marketing to Order Capture/ Mgmt, Service Provisioning, Field Services/Install Mgmt, Service/Support. Evaluation Parameters included: Fit to Requirements, Core Competency of Integrators/Partners, Licensing Costs, Implementation Costs, Maintainability/Support.
• Scoped Out, Gained Agreement and Architected a Salesforce-Based Solution From Marketing to Order Capture to Service Provisioning to Service and Support for Fibre Broadband, Including:
• Dialogue with Salesforce Sales and Technical SMEs, Vendor Management
• Dialogue with Salesforce Partner and Creation of Requirements
• Contractual Negotiations with Salesforce Vendor Partner – Including Implementing Cost Control Protections, Warranties, Change Management Mechanisms.
• Writing of Detail-Level Requirements and Enforcing within the Contract with Salesforce Partner the Agreed Requirements to Be Carried Out as Per the Engagement
• The Solution Was Comprised Of:
• Salesforce Marketing Cloud
• Salesforce Communications Cloud (Salesforce Sales Cloud & Service Cloud with Service Provider Additions and Related Workflows), Including Product Catalogue, Offer / Bundle Mgmt.
• Salesforce Experience Cloud eCommerce for Online Order Capture, Profile, Order Tracking, Active
• Ran an RFP and Evaluated Vendors & Solutions for Marketing to Order Capture/ Mgmt, Service Provisioning, Field Services/Install Mgmt, Service/Support. Evaluation Parameters included: Fit to Requirements, Core Competency of Integrators/Partners, Licensing Costs, Implementation Costs, Maintainability/Support.
• Scoped Out, Gained Agreement and Architected a Salesforce-Based Solution From Marketing to Order Capture to Service Provisioning to Service and Support for Fibre Broadband, Including:
• Dialogue with Salesforce Sales and Technical SMEs, Vendor Management
• Dialogue with Salesforce Partner and Creation of Requirements
• Contractual Negotiations with Salesforce Vendor Partner – Including Implementing Cost Control Protections, Warranties, Change Management Mechanisms.
• Writing of Detail-Level Requirements and Enforcing within the Contract with Salesforce Partner the Agreed Requirements to Be Carried Out as Per the Engagement
• The Solution Was Comprised Of:
• Salesforce Marketing Cloud
• Salesforce Communications Cloud (Salesforce Sales Cloud & Service Cloud with Service Provider Additions and Related Workflows), Including Product Catalogue, Offer / Bundle Mgmt.
• Salesforce Experience Cloud eCommerce for Online Order Capture, Profile, Order Tracking, Active
Vodafone, Cloud & Hosting Division
Operations
Program & Project Manager, Migration Lead, Architect, PAM SME, Contractor) (Extended 9 Times)
10/2015 - 12/2020
Program & Project Manager, Migration Lead, Architect, PAM SME, Contractor) (Extended 9 Times) (Contractor) (Extended 9 Times Under Various Contracts and Projects)
• Led User Migration Efforts for Secure UK Government Contracts Related Users for users from Vodafone and IBM. Successfully migrated 118 Users over 13 systems with no business disruption and little downtime, and no Customer SLA impacts to the business.
• Led Service Design and Business Analysis, as well as some Project Management around a Programme for a Global Multi-National Cloud & Hosting Provider & Telecom. The Programme covered full lifecycle implementation in the UK, Europe, North America, & Asia for Capacity Management, Cloud and Other Products.
• Vetting, Person and Security Process Definition and Prep for Audits
• Developed 27 processes based on the eTom (Enhanced Telecom Operations Model) in ARIS process modelling tool for the full end-to-end product development lifecycle (Create Product / SELL / BUILD / RUN) including CRM & Customer Interface Management, Service & Resource Provisioning (configuration, activation, etc), Billing, Service Assurance/Monitoring/Alerting, etc.
• Working with Security Controls for CyberSecurity Baseline Standards, Vodafone Group Standards, and ISO27001 Standards – ensuring assets, applications, and processes were meeting the standards.
• Helping form Remediation Plans where assets/services/applications or processes were not meeting Security controls, in prep for audits.
• Led User Migration Efforts for Secure UK Government Contracts Related Users for users from Vodafone and IBM. Successfully migrated 118 Users over 13 systems with no business disruption and little downtime, and no Customer SLA impacts to the business.
• Led Service Design and Business Analysis, as well as some Project Management around a Programme for a Global Multi-National Cloud & Hosting Provider & Telecom. The Programme covered full lifecycle implementation in the UK, Europe, North America, & Asia for Capacity Management, Cloud and Other Products.
• Vetting, Person and Security Process Definition and Prep for Audits
• Developed 27 processes based on the eTom (Enhanced Telecom Operations Model) in ARIS process modelling tool for the full end-to-end product development lifecycle (Create Product / SELL / BUILD / RUN) including CRM & Customer Interface Management, Service & Resource Provisioning (configuration, activation, etc), Billing, Service Assurance/Monitoring/Alerting, etc.
• Working with Security Controls for CyberSecurity Baseline Standards, Vodafone Group Standards, and ISO27001 Standards – ensuring assets, applications, and processes were meeting the standards.
• Helping form Remediation Plans where assets/services/applications or processes were not meeting Security controls, in prep for audits.
Pearson
Corporate Strategy & Development
Project Manager / Delivery Lead / Business Architect (Contractor)
9/2014 - 6/2015
• Developed a New Target Operating Model for the Company and Demonstrated Incremental Steps to Achieve This
• Co-developing detailed short-term, medium-term, and long-term project and inter-project plans within large Change Programmes (Business + IT) with Programme Managers and working with Multiple VPs from Business & IT
• Found, interviewed and recruited New BAs I had targeted for Projects
• Built a Business Analysis Practice and the Required Governance Around It
• Set Up Business Architecture – eg, Capability-Based Approach to Business & IT Transformation (with Process, Technology, and Organisational Structure Enablers)
• Mentored and Advised BAs and Consultants – Increasing Motivation Via Targeting Training and Encouraging Self-Sufficiency and Personal Leadership
• Managed Resourcing & Helped Place BAs into Correct Projects to Ensure High Utilisation
• Mentoring Team on Modelling of AS-IS and To-Be Business Processes, Designing Target State Operating Models for the Business
• Implemented a Time & Utilisation Tracking System (Actitime) with Project Codes for BAs and PMs, Signed Off by Finance
• Implemented a Requirements Traceability System from Through to Testing/Acceptance (JIRA)
• Advised on Business Analysis Techniques & Tools based on Experience & Client Environment
• Worked with Publishing and Design Resources To Identify Pain Points for Strategic Capability Development, in the Areas of Content Planning, Content Creation / Authoring, Content Release, and C
• Co-developing detailed short-term, medium-term, and long-term project and inter-project plans within large Change Programmes (Business + IT) with Programme Managers and working with Multiple VPs from Business & IT
• Found, interviewed and recruited New BAs I had targeted for Projects
• Built a Business Analysis Practice and the Required Governance Around It
• Set Up Business Architecture – eg, Capability-Based Approach to Business & IT Transformation (with Process, Technology, and Organisational Structure Enablers)
• Mentored and Advised BAs and Consultants – Increasing Motivation Via Targeting Training and Encouraging Self-Sufficiency and Personal Leadership
• Managed Resourcing & Helped Place BAs into Correct Projects to Ensure High Utilisation
• Mentoring Team on Modelling of AS-IS and To-Be Business Processes, Designing Target State Operating Models for the Business
• Implemented a Time & Utilisation Tracking System (Actitime) with Project Codes for BAs and PMs, Signed Off by Finance
• Implemented a Requirements Traceability System from Through to Testing/Acceptance (JIRA)
• Advised on Business Analysis Techniques & Tools based on Experience & Client Environment
• Worked with Publishing and Design Resources To Identify Pain Points for Strategic Capability Development, in the Areas of Content Planning, Content Creation / Authoring, Content Release, and C
Vodafone
Media & Communications
Project Manager / Team Lead/ Business Architect (Contractor, Extended 3x)
11/2013 - 7/2014
• Leading Projects for CRM, Order Management, Billing, on a Global Transformation Program With Budget Exceeding GBP 1.5 Billion. Asked to Return to the Same Group as below.
• Managed Oracle & Accenture Resources In the Creation of Siebel, Oracle OSM Order Management, Oracle BRM Billing Capability, Functional Specifications and Designs for the Global Transformation Program
• Serving as Business Architect and Creating and winning Approval for a Target Operation Model for the Company – Across multiple countries / OpCos within the EMEA Region
• Audited Existing Governance Structures and Made Recommendations to Enforce More Structure and Traceability on End-to-End, Including: Revenue Impact Estimation, Functional and Non-Functional Requirements, Build Factory, System Test & System Integration Test
• Creating Business Capabilities, a Common Vocabulary, and a Common Operating Model Language to serve as an Asset for the Multinational
• Provided Best Practice & Governance to SIs, Vendors and Team Members in Multiple Business and IT Groups Related to Business Process, Technology, & Design under the negotiated
• Pushed Back on Accenture SI Where Needed in Interests of Client Advocacy & Due Diligence to Ensure Solution Designs Met Client Requirements and Designs Were Complete & Delivered to Standard
• Managed Client Interactions with Vendor (Oracle) to Ensure that Client Requirements Were Articulated and Expectations Were Clear for Delivery
• Worked with Principal Architect, Ent
• Managed Oracle & Accenture Resources In the Creation of Siebel, Oracle OSM Order Management, Oracle BRM Billing Capability, Functional Specifications and Designs for the Global Transformation Program
• Serving as Business Architect and Creating and winning Approval for a Target Operation Model for the Company – Across multiple countries / OpCos within the EMEA Region
• Audited Existing Governance Structures and Made Recommendations to Enforce More Structure and Traceability on End-to-End, Including: Revenue Impact Estimation, Functional and Non-Functional Requirements, Build Factory, System Test & System Integration Test
• Creating Business Capabilities, a Common Vocabulary, and a Common Operating Model Language to serve as an Asset for the Multinational
• Provided Best Practice & Governance to SIs, Vendors and Team Members in Multiple Business and IT Groups Related to Business Process, Technology, & Design under the negotiated
• Pushed Back on Accenture SI Where Needed in Interests of Client Advocacy & Due Diligence to Ensure Solution Designs Met Client Requirements and Designs Were Complete & Delivered to Standard
• Managed Client Interactions with Vendor (Oracle) to Ensure that Client Requirements Were Articulated and Expectations Were Clear for Delivery
• Worked with Principal Architect, Ent
Carphone Warehouse
Media & Communications
Change Management Lead (Contractor)
8/2013 - 11/2013
• Leading Change Management Around Gaining Market Share in Pre-Order Scenarios Across Campaign Management, Supply Chain, Contact Centre, and Finance
• Baselining and Re-architecting Process For New Device Launches and the Order Management Around Those, and Creating a New Target Operating Model to Meet Business Cases
• Consultant for the Best Practice Multi-Channel - eCommerce / Stores / Contact Centre To Increase Conversions & Upsells / and Sales
• Supply Chain – Warehouse – Fulfilment Channels as Part of Overall Order Management
• Thought Leadership on Single Customer View and Campaign Management
• Creating and Proposing Business Cases: Working With Financial Controllers and Sponsors
• Led HR / Rewards Related Project, Including Scoping out Microstrategy Dashboards for Colleague Rewards Visibility Based on Sales
• Produced Functional and Non-Functional Requirements & Use Cases Using Case Complete
• Baselining and Re-architecting Process For New Device Launches and the Order Management Around Those, and Creating a New Target Operating Model to Meet Business Cases
• Consultant for the Best Practice Multi-Channel - eCommerce / Stores / Contact Centre To Increase Conversions & Upsells / and Sales
• Supply Chain – Warehouse – Fulfilment Channels as Part of Overall Order Management
• Thought Leadership on Single Customer View and Campaign Management
• Creating and Proposing Business Cases: Working With Financial Controllers and Sponsors
• Led HR / Rewards Related Project, Including Scoping out Microstrategy Dashboards for Colleague Rewards Visibility Based on Sales
• Produced Functional and Non-Functional Requirements & Use Cases Using Case Complete
Vodafone
Corporate Strategy & Development
Change Management, Delivery Lead, Business Architect (Contractor)
10/2012 - 3/2013
• Change Management Lead- Ran Workshops With Stakeholders in the UK, Germany, the Czech Republic, and Turkey to Elicit Requirements and Socialise Business Change Management and Systems Roadmap Efforts
• Change Mgmt & Business Architect Consultant for the Best Practice Multi-Channel - eCommerce / Stores / Contact Centre – Consulting on Best Practice User Journeys and Channel Shift, Aiming for Consistency in the Experience.
• Created and Won Approval for Large Portions of the Target Operating Model for the Multinational – Business Architecture and Business Capabilities (People, Process, Technology)
• Developed 45 Level 3 and Level 4 OSS / Related Business Processes in ARIS, conforming to the eTom / TMForum and the Oracle RODOD Stack to Speed Product Time to Market and Reduce Cost for Implementations of a Complete Software Stack
• Provided Thought Leadership and Guidance to Client in the Areas of Service Provisioning, Resource Provisioning, Service Problem Management, and Resource Trouble Management (Service Assurance)
• Helped unify eTom and Process Development Approach between Vodafone Group and Vodafone UK, as well as Other Operating Companies Throughout Europe
• Evaluation of PEGA BPM and UC-4 Workflow Automation for Business, in Competitive Bidding Process (mini RFP)
• Created Unified Business Processes and Modelled System Behaviour to Support Between:
• Siebel CRM
• Oracle OSM (Order Management)
• Oracle BRM (Billing / BSS)
• Oracle Unified Inventory Management
• Change Mgmt & Business Architect Consultant for the Best Practice Multi-Channel - eCommerce / Stores / Contact Centre – Consulting on Best Practice User Journeys and Channel Shift, Aiming for Consistency in the Experience.
• Created and Won Approval for Large Portions of the Target Operating Model for the Multinational – Business Architecture and Business Capabilities (People, Process, Technology)
• Developed 45 Level 3 and Level 4 OSS / Related Business Processes in ARIS, conforming to the eTom / TMForum and the Oracle RODOD Stack to Speed Product Time to Market and Reduce Cost for Implementations of a Complete Software Stack
• Provided Thought Leadership and Guidance to Client in the Areas of Service Provisioning, Resource Provisioning, Service Problem Management, and Resource Trouble Management (Service Assurance)
• Helped unify eTom and Process Development Approach between Vodafone Group and Vodafone UK, as well as Other Operating Companies Throughout Europe
• Evaluation of PEGA BPM and UC-4 Workflow Automation for Business, in Competitive Bidding Process (mini RFP)
• Created Unified Business Processes and Modelled System Behaviour to Support Between:
• Siebel CRM
• Oracle OSM (Order Management)
• Oracle BRM (Billing / BSS)
• Oracle Unified Inventory Management
Home Retail Group
Product Management / Strategy
Project Manager, Vendor & Commercial Management
5/2011 - 6/2012
• Project Manager for eCommerce Projects AGILE &Product Owner for - Creating User Stories, Sprint Backlogs, Acceptance Criteria, Workshops, and Defining Roadmaps for 3-month to 3 3-year periods with Business Benefits in a Test Driven Development Environment (TDD)
• Lead Project Manager in an IBM Websphere Environment, Adobe Scene 7 Imaging Technology (For Desktop, IOS, Android), Adobe Omniture, Adobe Search & Promote, and User Profile Management
• Consulted on Web User Journeys, To Optimise the Path from Search and Browse, to Cart, to Checkout. This included recommending Offer Optimisation based on behaviour, recommending One Click Upsells, and Minimising Checkout Abandonment
• Project Managed a Major RFP for Price Optimisation with Vendors Including IBM, SAP, SAS, Churchill Systems, Revionics, & ITIM Profimetrics
• Project Managed 3 Additional RFPs With A Potential Spend of Up to £3 Million- Covering Tool Selections in the Following Functional Areas:
• Campaign Management: (Vendors: SAP (SAP CRM), SAS (SAS Campaign Mgmt, IBM Unica, Nectar, DBG)
• Modelling & Analytics – (Vendors: SPSS, SAS, Angoss)
• Reporting – (Vendors: IBM Cognos, SAS Reporting, Qliktech Qlikview)
• Business Analyst to Loyalty Management Provider Nectar, and Integration of eCommerce Transactions into Loyalty Scheme, Based on Web Purchases.
• Campaign Management & Selections Projects Based on Marketing Segments Working with Marketing Team – Integrating Purchasing Patterns from EFTPos and Loyalty D
• Lead Project Manager in an IBM Websphere Environment, Adobe Scene 7 Imaging Technology (For Desktop, IOS, Android), Adobe Omniture, Adobe Search & Promote, and User Profile Management
• Consulted on Web User Journeys, To Optimise the Path from Search and Browse, to Cart, to Checkout. This included recommending Offer Optimisation based on behaviour, recommending One Click Upsells, and Minimising Checkout Abandonment
• Project Managed a Major RFP for Price Optimisation with Vendors Including IBM, SAP, SAS, Churchill Systems, Revionics, & ITIM Profimetrics
• Project Managed 3 Additional RFPs With A Potential Spend of Up to £3 Million- Covering Tool Selections in the Following Functional Areas:
• Campaign Management: (Vendors: SAP (SAP CRM), SAS (SAS Campaign Mgmt, IBM Unica, Nectar, DBG)
• Modelling & Analytics – (Vendors: SPSS, SAS, Angoss)
• Reporting – (Vendors: IBM Cognos, SAS Reporting, Qliktech Qlikview)
• Business Analyst to Loyalty Management Provider Nectar, and Integration of eCommerce Transactions into Loyalty Scheme, Based on Web Purchases.
• Campaign Management & Selections Projects Based on Marketing Segments Working with Marketing Team – Integrating Purchasing Patterns from EFTPos and Loyalty D
BSkyB (Sky London)
Information Technology
Project Manager and Agile Product Owner (Contractor)
11/2010 - 5/2011
Served as AGILE Product Owner, Created AGILE User Stories and Acceptance Criteria for AGILE Product
Development, Ran Scrum Sessions, Attained Signoff and Project Approval
• Worked with UIX Designers on Translating Solutions to Visual Design
• Created Functional Requirements in Conjunction with Business Stakeholders & Development Teams- Attained Signoff
• Created Non-Functional Requirements (Capacities, Forecast Growth, Concurrent Users) in Conjunction with
Business Stakeholders & Development Teams- Attained Signoff
• Ran Multiple Workshops and Conference Calls with Stakeholders for Requirements Validation, Design Validation,
and Agile User Story Validation
• Saved Company Thousands of Future Man Hours Through Shortening Each Agent Call in Call Centre / CRM
Processes
• Worked to and Achieved Signoff of Multiple Deliverables from Agile Product Owner
• Audited Call Centre Representatives to Identify Business Process Weak Points
• Worked with Online /eCommerce Team to Identify Future Online Self Service Forecasts
• Worked with Business Intelligence (BI) Teams to Determine How to Satisfy Reporting Requirements with
Data Mart and Business Objects Solution
• Won Approval to Proceed with the Project Through the Gating Process, Via Intermediate Deliverables
• Traced KPIs to Solution, Including Reducing AHT (Average Handling Time), increasing FCR (First Call
Resolution), and rising CSAT (Customer Satisfaction)
• Created New CRM Business Processes for Agents and Staff
Development, Ran Scrum Sessions, Attained Signoff and Project Approval
• Worked with UIX Designers on Translating Solutions to Visual Design
• Created Functional Requirements in Conjunction with Business Stakeholders & Development Teams- Attained Signoff
• Created Non-Functional Requirements (Capacities, Forecast Growth, Concurrent Users) in Conjunction with
Business Stakeholders & Development Teams- Attained Signoff
• Ran Multiple Workshops and Conference Calls with Stakeholders for Requirements Validation, Design Validation,
and Agile User Story Validation
• Saved Company Thousands of Future Man Hours Through Shortening Each Agent Call in Call Centre / CRM
Processes
• Worked to and Achieved Signoff of Multiple Deliverables from Agile Product Owner
• Audited Call Centre Representatives to Identify Business Process Weak Points
• Worked with Online /eCommerce Team to Identify Future Online Self Service Forecasts
• Worked with Business Intelligence (BI) Teams to Determine How to Satisfy Reporting Requirements with
Data Mart and Business Objects Solution
• Won Approval to Proceed with the Project Through the Gating Process, Via Intermediate Deliverables
• Traced KPIs to Solution, Including Reducing AHT (Average Handling Time), increasing FCR (First Call
Resolution), and rising CSAT (Customer Satisfaction)
• Created New CRM Business Processes for Agents and Staff
Cable and Wireless London
Information Technology
Project Manager Contractor (Extended 5 Times)
5/1995 - 2/2010
Note: Please see full Resume on my Profile for all Other Positions and Clients as Graphite only allows you to specify 10 here, thank you very much. Damian
Project Managed a Project Portfolio of 4 New Products from a former Red Jeopardy Status to Green Status
and Delivered to Customer, by conducting workshops, reaching agreement on network, security, billing, service
assurance, and CRM solution aspects. These products included: CONFIDENTIAL CAPS Remote Access, Internet Encrypted
(Restricted Level Access), Dedicated Hosting, and Collocated Hosting.
• Implemented CONFIDENTIAL security level network and data communication products for the National Police
and Security Forces throughout the UK (NPIA)
• AS-IS to To-Be Business Process Development For Multiple End-to-End Projects
• Implemented a Portfolio of CONFIDENTIAL and RESTRICTED Network Products for a shared Central Government
services environment.
• Attained Financial Approval (Capex and Opex) for 5 Projects, and negotiated and got expenditures approved for
them. Did financial forecasting and benefit analysis in conjunction with Finance.
• Developed Multiple Business Processes in MS-Visio
• Provided Process Improvement Consultancy, Simulation and Testing – Including Load Management
• Prepared Secure Documentation, Created Directory Structure, and Stored it on Secure Document Management
System Knowledge Tree.
• Collected Requirements and Designed Fixed Line and IP Telephony Solutions for Police Forces as part of a
programme.
Project Managed a Project Portfolio of 4 New Products from a former Red Jeopardy Status to Green Status
and Delivered to Customer, by conducting workshops, reaching agreement on network, security, billing, service
assurance, and CRM solution aspects. These products included: CONFIDENTIAL CAPS Remote Access, Internet Encrypted
(Restricted Level Access), Dedicated Hosting, and Collocated Hosting.
• Implemented CONFIDENTIAL security level network and data communication products for the National Police
and Security Forces throughout the UK (NPIA)
• AS-IS to To-Be Business Process Development For Multiple End-to-End Projects
• Implemented a Portfolio of CONFIDENTIAL and RESTRICTED Network Products for a shared Central Government
services environment.
• Attained Financial Approval (Capex and Opex) for 5 Projects, and negotiated and got expenditures approved for
them. Did financial forecasting and benefit analysis in conjunction with Finance.
• Developed Multiple Business Processes in MS-Visio
• Provided Process Improvement Consultancy, Simulation and Testing – Including Load Management
• Prepared Secure Documentation, Created Directory Structure, and Stored it on Secure Document Management
System Knowledge Tree.
• Collected Requirements and Designed Fixed Line and IP Telephony Solutions for Police Forces as part of a
programme.