CV

OVERVIEW

Established, adaptable and highly skilled project management professional, possessing Customer Relationship Management (CRM), Business Analysis and IT Project Management experience throughout the whole project lifecycle. A proven record of success coupled with excellent communication and analytical skills within complex business and IT environments. Confident in positions of responsibility and able to work efficiently either on my own initiative or as part of a team. Vast experience of managing remote and local project teams both UK and offshore based. A Prince2 accredited practitioner adhering to Prince2 methodologies and standards.
EDUCATION

1997-1997 St. Aidan’s High School, Wishaw
Standard Grades:

Chemistry 3
Computing Studies 1
English 2
French 2
Geography 2
Graphic Communication 3
Maths 2
Physics 2

Higher Grade:

Computing Studies C
English C

1997-1998 Bell College of Technology

HND:

Computer Support

EMPLOYMENT HISTORY

10/2006-Present Director, IT Service Desk Limited

Senior role with small IT Company who provide outsourced services to medium and large sized customers throughout the UK and Europe. Responsible for overall project management and virtual IT services for key accounts including, RE/MAX, City of Edinburgh Council and BSkyB. I manage infrastructure projects or phases of projects typically involving a total spend of £1-3 million or more and covering part or all of the full project life cycle.

My role involves defining the scope of a project, managing goals, risks, issues and resources and ensuring a Q&A process is applied through the project lifecycle. This includes line managing junior staff and third parties, accountability for infrastructure budget and resources, and for managing resources effectively through the appropriate matrix management.

10/2004-10/2006 Project Manager, Business Insight and Projects, British Gas

Project Management role preparing British Gas Customer Management Directorate (CMD) for the introduction of the Centrica Standard Desktop Programme. This involved the standardisation of infrastructure, applications and operating systems across 11 operational contact centre sites and 14k users. This change was required to allow the delivery of the largest Siebel and SAP CRM system deployment in Europe. I was also responsible for Voice Automation services for British Gas – this involves the sourcing and supplying of a new interactive voice response system across 30 IVR platforms for British and Scottish Gas.

My role leading the project team involved me acting as the end to end deployment project manager, responsible for defining business requirements, business liaison, testing and Business sign off, Model office / pilot / field trials and deployment.

Business liaison and Project Management activities included:

• Aligning the Business into a position to accept change
• Managing a virtual project team of up to 10 technical engineers/developers and business representatives
• Management of infrastructure audits
• Project management of infrastructure upgrades (WIN2003 active directory, MPLS and SAN; Storage area network)
• Altiris upgrade and deployment
• Microsoft Outlook 2003 migration and deployment
• Managing direct Project team of 3 project managers and 2 Business Analysts
• Review of circa 75k applications (core and small applications) and reducing the number to 1,500, whilst ensuring no operational impact to the business or our customers.
• Planning & coordinating the implementation of a Model Office, Pilot and Field Trial environment
• Working with technical teams to ensure that technical deliveries match Business expectations
• Providing communications to the Business about the programme status and positioning
• Managing relationship between the Programme and Business
• Identifying Risk and defining appropriate action plans
• Escalating issues to Programme Board
• Defining standards and processes for the management and operation of activities within the Model Office & Field Trials
• Identifying & agreeing Entry / Exit and Acceptance criteria with the Business
• Preparing training for users
• Preparing and delivering a support model
• Contract implementation with 3rd party vendors
• Management of a client/supplier relationships, both internal and external
• Deployment planning and management across multiple sites and for 14k users.
• Disaster Recovery (DR) and Business Continuity Planning (BCP)
• Resource planning, Benefit tacking and Project updates (part of PMO duties)

04/2003-10/2004 Project Manager, Business Change British Gas

As an integral member of a Business Change team I was responsible for the management of the business change process and the accompanying management information provision. This involved delivering accurate and timely information to senior managers, via various methods including online reporting and face-to-face presentations and workshops
• Liaising with Information Systems teams and Project Delivery managers
• Developed and produced project plans, identify and monitor project milestones and produce milestone plans. Co-ordinate the maintenance of project plans to include milestones and dependencies and assist Project Managers in tracking progress of various large and small scale project plans
• Compile project progress reports, review progress against project plans and highlight any deviation.
• Facilitate risk workshops to capture all risks and issues associated with each project
• Research, collate and analyse data related to projects and summarise into simple one-page presentations e.g. Spreadsheet, check list etc. This involved using many channels including: Internet research, verbal, electronic, internal and external benchmarking
• Liaison and management of internal customers and external suppliers for procurement of callcentre equipment and installation services
• Organise and supervise Ad hoc office moves within the contact centre, including the relocation to a new purpose built contact centre
• Responsible for deployment of Genesys CTI toolbar to 2k users.
• Project Office duties – Schedule meetings, identify correct attendees for all meetings/workshops and focus groups, Inviting attendees to meetings. Producing agenda’s for all project meetings, Minute taking, recording & distributing trackable minutes & actions. Following up on completion of action and ensuring tasks are completed and reported

10/2001-04/2003 Intranet Development Manager, House.co.uk (British Gas)

In this role I was responsible for the company wide Intranet for house.co.uk, and the development of our change processes and management information delivery strategy. The site served staff and managers in 8 different geographic locations throughout the UK. My main duties and responsibilities included
 Maintaining content of 1000+ pages of information and reports
 Creating and developing Intranet related online applications to reduce costs and increase value, including Employee Communications and Management Information
 Creation of news and related articles for both online and offline media
 Managing a team of 4 staff
 Internal marketing of the house.co.uk website
 Administration of web content management system
 Internal communications to business audience
 Supply timely management information regarding change processes and strategy
 Update senior managers on performance of processes and advise on improvements where appropriate

03/1999-10/2001 Resource Analyst, Resource Planning British Gas

In my role as Resource Analyst, I was responsible for manpower planning and scheduling, call forecasting and performance management. In this time I was also seconded to the Customer Support Intranet project. My responsibilities included:
• Creation and development of miscellaneous reporting and forecasting tools
• Analysing customer data and identifying trends using Business Objects
• Creating 5-year forecasts of call volumes based on budgets and manpower requirements
• Demand reduction
• Management of Featurenet Telephony systems
• Internal and external staff recruitment

08/1997-03/1999 Management Trainee, CWS Limited
I was employed by CWS Limited as a Management Trainee, my main responsibilities where:
 Managing a small store with weekly sales of c. £100k
 Managing staff and dealing with adhoc requests
 Purchasing, managing and controlling stock
 Handling and reporting of cash and banking

SOFTWARE PROFIENCY:

I am fully proficient in use of the following software packages:

• Altiris
• Avaya Telephony Management
• Business Objects
• Genesys Call Routing
• HP Openview Service Desk
• Macromedia Dreamweaver
• Microsoft Frontpage
• Microsoft Office 2000 Suite
• Microsoft Office 2003 Suite
• Microsoft Project 2003
• Microsoft Sharepoint
• Microsoft Windows 2000 Advanced Server
• Microsoft Windows 2003 Server
• Nimbus
• Quest Management Tools
• SAP (Accounting & HR)
• SAP (Customer Billing)
• Siebel CRM
• Visio 2000