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Project Manager

 

I have a conscientious and reliable personality with practical work experience and transferable skills. This includes experience of full project life cycles and the capacity to grow and meet future expectations.

I have very strong technical and managerial skills working most recently in roles as a Product Manager and Helpdesk Manager for international firms. This required a deep understanding of customers needs and new technologies to identify oppurtunities in a very competetive market. I have been responsible for testing and launching the release of new Broadband/Internet products including server side Anti-Spam fcailities and the launch of upcoming Ethernet products. This has involved coordinating with third party suppliers and distributors to ensure quick delivery with high standards of quality.

Technically I have been invlolved in a wide variety of roles ranging from Datastream rollout utilising the internal networks, database administration, development and face-to-face liaison with clients.

I have extensive experience in dealing professionally with 3rd party companies strengthening business relations whilst remaining abreast of the market. Furthermore I have close contact with our call centres regarding product information, technical knowledge and customer escalations.



Based in:

United Kingdom

Work experience

4 years in employment in full time jobs

Previous jobs

2003 - 2003   Tiscali UK
Product Manager
Responsible for management, testing, quality control and integration of new and existing Tiscali products serving a growing customer base exceeding 4 million nationwide
- Creating and maintaining complete product documentation for presentation to Technology and Marketing directors. Investigating new product feasibility and undertaking complete testing on upcoming projects including International Roaming and creating a customised CD for over 700 WHSmith Traveller stores.
- Determining scripts, procedures and processes for the new call centre housing more than 400 Helpdesk Analysts. This task also required heavy involvement in the creation of training modules for rollout on all Tiscali narrowband products.
- Database Analysis for trend analysis and integration of new products into existing systems including Oracle 9i, Geneva, Siebel and other CRM tools.
- General duties also involved web/mail server monitoring and controlling change management for the Webmail service.
- Service delivery requiring knowledge of technologies such as CVX switches and FRIACO ports, IPVPN support, purchasing and upgrading VPs from BT and monitoring traffic on the MGX/7200 routers.
- Monitoring, updating and backing up support sections of the web portal
- Large-scale project management and implementation covering areas such as anti-spam SecureMail and restricted access authentication.
2002 - 2003   Tiscali UK
Broadband Helpdesk Supervisor
Working with a large team of Broadband Support Consultants to resolve technical problems and provide product support. This role diversified as the helpdesk grew from inception to a fully-fledged, structured call centre, and the position developed from a Support Consultant to a Senior Analyst managing a strongly bonded team. This position required:
- Leading by example in dealing politely but firmly with clients pursuing high-level escalations to completion whilst motivating the team and facilitating constructive feedback and development
- Refining and documenting procedures for efficient running of business processes supported by implementing Symposium call monitoring and routing system. This also required analysis of call statistics for trend recognition and call volume management in context with existing shift patterns.
- Liaising directly with 3rd party outsourcers and reporting back to management for quality control purposes and establishing business contacts. Holding meetings with internal departments including Networks and Product Management to identify and pioneer new tools, communication of organisational goals and identification of business opportunities. This necessitated an understanding of the IT market and competition to maintain the highest levels of excellence.
- Identification of training needs and requirements, supplemented by documentation and design of HTML GUIs, Access databases and macros to streamline fault logging and build a strong technical support infrastructure. Supporting the introduction and implementation of DataStream connections allowing the use of Tiscali ATM networks direct from the DSLAM at the exchange. Roll-out of network/build configuration tools and real-time BT applications for investigating and identifying IPStream / DataStream accounts.
- Maintaining direction, focus and constant development amongst team by task delegation, public accreditation and empowerment of others. Fostering an ethical behaviour whilst engendering confidence and voicing of opinions to aid teamwork and customer relations.
- Gained knowledge of ADSL technologies and hardware ranging from DSLAMS and Cisco MGX Switches to newly launched Ethernet product. Analysis of trends for strategic forward planning and large-scale problem resolution in context with network management tools such as HPOpenview and VISPA.
- Project management and prioritisation of goals and activities to translate new goals into practical processes. Analysis of multi-dimensional problems utilising network of contacts.
2001 - 2002   Home Image
Project Manager
Documented, created and administered a fully functional e-commerce site for a rapidly expanding local business. This required:
- A comprehensive feasibility study and risk analysis to be incorporated into the existing business plan.
- Research was carried out into EDI and distribution coupled with analysis of established development methods and technologies to evaluate the most effective means of constructing the system.
- The system required the design, creation and manipulation of a backend Access/SQL Server database using a HTML interface and ASP for dynamic data retrieval, whilst maintaining state across the pages of the online store.
- Other activities included basic incremental black/white box testing and consideration of a range of possible security threats and relevant technologies such as proxy server/firewall and the use of SSL to enable the authentication processes.
2001 - 2001   Getronics
IT Helpdesk Consultant
Resolving problems at 1st/2nd line for more than 30,000 Abbey National branch and head office users.
- Liaising with relevant department internally (IBM, BT, UNIX operations) and externally with clients such as Cahoot central for B2B support.
- Broad knowledge was required of various in-house software applications and MS Office suite applications in particular Outlook 2000. AS400 rumba mainframes were also used for LAN/WAN maintenance and support.
- Fault finding physical network problems related to cabling, dial up networking, adapter cards and network printers.
- Windows 2000 administration with Thin Client access for 98/NT 4.0 dealing with server problems, MS Exchange status, network failure, user profile management and remote access via laptops.
Checking connection status across the network and occasionally resetting servers remotely. This position required the use of diverse equipment from rate boards and satellite TVs to dedicated Internet PCs requiring adaptability.
2000 - 2001   JD Williams
Support consultant
- Efficient response to software/hardware queries dealing with clients who had little, if any, technical experience, therefore requiring rapid comprehension of problems and efficient resolution.
- Working in a large team to ensure system integrity while gaining knowledge of the IS project life cycle and UML notation to plan the implementation of new departmental projects.
- Analysing and testing new products before escalating to in-house development, ensuring system robustness and resolution of basic errors.

Education

   BSc (Hons) Computer Science

Certifications / Courses

Oracle DBA Module 1 ()
MCP Win 2000 ()

Skills

Skill Experience Arrow down Level Last used
Windows Dial-Up Networking  5 years professional  5 of 5 2007
Windows 95/98/ME/XP (Microsoft)  5 years professional  5 of 5 2007
Web hosting / ISP  5 years professional  5 of 5 2007
web developer  5 years professional  5 of 5 2007
VBscript  5 years professional  4 of 5 2007
UML  5 years professional  4 of 5 2007
TCP/IP  5 years professional  4 of 5 2007
Support  5 years professional  5 of 5 2007
SQL-scripts  5 years professional  5 of 5 2007
Security  5 years professional  4 of 5 2007
Routers  5 years professional  4 of 5 2007
Project Management  5 years professional  5 of 5 2007
Photoshop (Adobe)  5 years professional  4 of 5 2007
PC repair/maintenance (HW)  5 years professional  4 of 5 2007
Outlook (Microsoft)  5 years professional  5 of 5 2007
Oracle DBA  5 years professional  4 of 5 2007
Oracle 8i  5 years professional  4 of 5 2007
Management  5 years professional  4 of 5 2007
Internet Information Server (Microsoft)  5 years professional  4 of 5 2007
Human-Computer-Interaction (HCI)  5 years professional  4 of 5 2007
HTML  5 years professional  4 of 5 2007
Hardware Engineer  5 years professional  4 of 5 2007
GUI design  5 years professional  4 of 5 2007
Frontpage (Microsoft)  5 years professional  5 of 5 2007
Exchange Server (Microsoft)  5 years professional  4 of 5 2007
Excel (Microsoft)  5 years professional  4 of 5 2007
e-Commerce / e-Business  5 years professional  4 of 5 2007
Director  5 years professional  4 of 5 2007
Database design  5 years professional  4 of 5 2007
Database administration  5 years professional  4 of 5 2007
Consultancy - Requirements Specification  5 years professional  4 of 5 2007
Consultancy - Feasibility Study  5 years professional  4 of 5 2007
Consultancy - Business Analysis  5 years professional  4 of 5 2007
CASE tools  5 years professional  5 of 5 2007
Call Centre  5 years professional  5 of 5 2007
Business Manager  5 years professional  4 of 5 2007
Business Change Management  5 years professional  5 of 5 2007
ASP (Active Server Pages)  5 years professional  4 of 5 2007
Application Deployment  5 years professional  4 of 5 2007
Antivirus (strategy)  5 years professional  4 of 5 2007
Analyst Programmer  5 years professional  4 of 5 2007
Access (Microsoft)  5 years professional  4 of 5 2007
VPN  2 years professional  3 of 5 2007
SSL (Secure Socket Layer)  2 years professional  3 of 5 2007
OpenGL  2 years professional  3 of 5 2007
Management Information Systems (MIS)  2 years professional  3 of 5 2007
LAN / Ethernet  2 years professional  3 of 5 2007
Knowledge Management  2 years professional  3 of 5 2007
Interface design  2 years professional  3 of 5 2007
Firewalls  2 years professional  3 of 5 2007
DNS  2 years professional  3 of 5 2007
Data Warehousing  2 years professional  3 of 5 2007
Data Analysis/Data Modelling  2 years professional  3 of 5 2007
Configuration Management  2 years professional  3 of 5 2007
CMS (Content Management Systems)  2 years professional  3 of 5 2007
Client/Server  2 years professional  3 of 5 2007
SMS (Microsoft)  1 years professional  2 of 5 2007
RoboHelp  1 years professional  2 of 5 2007
JavaScript  1 years professional  2 of 5 2007
IP Strategy  1 years professional  2 of 5 2007
Heuristic Evaluation  1 years professional  2 of 5 2007
Flash  1 years professional  2 of 5 2007
XML    1 of 5 2007
HP Openview    1 of 5 2007
Citrix    1 of 5 2007
Change Management    1 of 5 2007
Capacity Planning    1 of 5 2007
Business Analysis    1 of 5 2007
Application Integration/EAI    1 of 5 2007
Adobe Acrobat    1 of 5 2007
1 = Lowest level, 5 = Highest level

Language Skills

Language Oral Written
English  5 of 5 5 of 5
French  2 of 5 2 of 5
German  2 of 5 2 of 5

Job Type wishes

(chosen marked with Checkmark)

Checkmark Full time
Checkmark Contract/Project/Freelance

Job Category wishes

(chosen marked with Checkmark)

  • checked Database Administration
    • checked DB2
    • checked MySQL
    • checked Oracle
    • checked PostgreSQL
    • checked SQL Server
  • checked Implementation/Consultant
    • checked BizTalk
    • checked Business Intelligence / Data Warehouse
    • checked CMS Systems
    • checked CRM Systems
    • checked EDI (Electronic Data Interchange)
    • checked ERP In General
    • checked ESDH
    • checked GIS
    • checked IT audits
    • checked IT Strategy
    • checked ITIL / Service Management
    • checked Microsoft Dynamics AX / NAV (Axapta, Financials, etc.)
    • checked Microsoft Dynamics GP (Great Plains)
    • checked Network (LAN / WAN)
    • checked Oracle Forms, Oracle PL, Oracle Developer, etc.
    • checked SAP
    • checked SharePoint
    • checked Telephony / Voice Over IP
  • checked Project Management
    • checked Business Intelligence / Data Warehouse
    • checked ERP in General
    • checked Microsoft Dynamics AX / NAV (Axapta, Financials, etc.)
    • checked Other Project Management Positions
    • checked SAP
    • checked Software- & Web development
    • checked Test / QA
  • checked Senior Management
    • checked CEO
    • checked CTO
    • checked Other Top Management
  • checked System Administration
    • checked Backup
    • checked Citrix
    • checked Exchange
    • checked IT Manager
    • checked ITIL
    • checked Lotus Notes / Lotus Domino
    • checked Mac
    • checked Mainframe
    • checked Networks (LAN /WAN)
    • checked SQL Server
    • checked Storage
    • checked Unix / Linux
    • checked Windows Clients
    • checked Windows Servers

Job Location wishes

(chosen marked with Checkmark)

  • Europe
    • United Kingdom
      • checked Greater London
      • Home Counties
        • checked Bedfordshire
        • checked Buckinghamshire
        • checked Hertfordshire
        • checked Oxfordshire
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