BolierJuice – Feb 2021 – Jun 2021, Business Analyst

• Documentation of processes and business requirements to improve payment processes, including direct debit cancellations, no active credit card and missed payments
• Consultation with business stakeholders, subject matter experts and developers
• Multiple iterations to ensure all stakeholders agree content

Inmarsat – Jan 2019 – Sep 2019, Technical Training Consultant

• Design and implementation of process to identify technical skills, software skills and accreditations required for job roles in business unit with 800+ employees
• Deployment of SFIA skills framework, with customisation for industry specific skills
• Creation of short term solution to manage skill profile data
• Investigation of long term solutions to manage skill profile and assessment data

Construction Industry Training Board – Sep 2017 – Mar 2018, Training Data Analyst

• Management and analysis of data to support an industry-wide change project, primarily using MS Excel
• Frequent consultation with industry representatives and internal stakeholders
• Reporting of project and change request updates to internal stakeholders
• Implementation of change requests in Microsoft Dynamics CRM

Capita / Ministry of Defence – Jan 2017 – May 2017, Training Designer

• Preparation of learning specifications and training materials to support implementation of significant changes to the Recruitment systems and processes for the armed forces, using DSAT (Defence Systems Approach to Training) methodology, with BPSS clearance
• Analysis of process maps, UAT scripts, system releases and liaison with military subject matter experts to ensure learning specifications and training materials are accurate and relevant
• Preparation of specification of data requirements for training environment, to ensure there is sufficient data available for the training to be realistic and effective

IBM / NHS Employee Staff Records – Aug 2015 – July 2016, Training Consultant

• Preparation of training plan for roll out of ITIL service management system (IBM Service Desk / Maximo) to 3700 remote “self service” users and 250 head office users
• Extensive consultation with both IBM and NHS stakeholders, to refine the training plan to meet all stakeholder requirements
• Transfer of responsibilities to IBM and NHS internal training resources
• Project management of relocation of one classroom, including lease, equipment, furniture, connectivity to training environment and support services, requiring effective communication with a diverse range of stakeholders

Travelport – Jun 2014 – Dec 2014, Business Analyst / Project Manager

• Preparation of project plan for deployment of process change and data migration in three European markets: Spain, Benelux, Nordics
• Change impacted both legacy customer data systems and Oracle BRM
• Prepare data for review / sign-off by stakeholders, working with market and head office teams
• Host project meetings and calls to manage user acceptance testing, deployment and post deployment issues with managers, users and technical teams
• Manage the project RAID log

Travelport – May 2013 – April 2014, Business Analyst

• Analysis and presentation of business requirements for a financial system change programme – enhancements to a global incentive calculation and payment system
• Liaison with business owners, subject matter specialists and technical providers, to ensure requirements comply with the overall programme objectives
• Design and co-ordinate user acceptance testing, pre and post go-live
• Host project meetings and calls with managers, users and technical teams
• Design and co-ordinate user acceptance testing for Oracle BRM market deployment for Italy (seconded to assist with Oracle BRM project for 2 months as Italian market deployment was high priority and under-resourced)

Colt Technologies – Mar 2013 – Apr 2013, Training Consultant

• Preparation and delivery of classroom and webex training sessions for a new Siebel workflow system to manage the Change Management process (replacing Remedy)
• Training of managers, users and internal trainers in Delhi, Bangalore, Barcelona and Frankfurt

Travelport – Feb 2011 – Oct 2012, Business Analyst / Test Manager / Deployment Manager

• Analysis and presentation of business requirements for a financial system change programme, in response to an industry mandated change – Simplified Interline Settlement (SIS)
• Change impacted both legacy rating/invoicing systems and Oracle AR
• Liaison with business owners, subject matter specialists, technical providers and industry bodies, to ensure requirements comply with the overall programme objectives
• Provide on-going subject matter specialist support to all stakeholders
• Review industry contractual obligations, in conjunction with the legal department
• Design and co-ordinate user acceptance testing
• Plan and co-ordinate pilots and full migration
• Host project meetings and calls

Zebra Technologies – Oct 2010 – Feb 2011, Training Consultant

• Managing the schedule of a multi-function, global Oracle ERP project.
• Liaison with business leads to negotiate training content and schedule
• Testing and evaluation of a third party Learning Management system

Travelport – Feb 2009 – Sept 2010, Training Designer / Trainer / Project Co-ordinator

• The design of training modules for Siebel CRM and Financial Modelling application
• On going liaison with project business “owners” to identify needs and refine training modules
• Production of training material (Word & PowerPoint) in preparation for roll out
• Scheduling of training courses for Siebel CRM throughout Europe
• Delivery of training courses for Siebel CRM throughout Europe, including classroom, GoToMeeting (WebEx) and self study “recordings”
• Liaison with technical teams to create realistic training environment
• Feedback to technical teams of defects and usability issues

Zebra Technologies – Jul 2008 – Nov 2008, Training Designer

• The design of training modules for a new Siebel CRM system, part of a global ERP project.
• On going liaison with project business “owners” to identify needs and refine training modules
• Production of presentations (PowerPoint) and training manuals (Word) in preparation for roll out
• Liaison with technical teams to create realistic training environment
• Feedback to technical teams of defects and usability issues

Talk Talk (Carphone Warehouse) – Nov 2007 – Apr 2008, Training Designer / Pilot Delivery

• The design of training modules for a new CRM, billing and provisioning system, using business process maps and subject matter experts to provide technical input
• Production of presentations (PowerPoint) and facilitators guides (Word) to enable delivery of pilot for “model office” and for future handover to business units
• On going liaison with environment and testing teams to create data to support training, including in flight orders, which can be refreshed daily
• Delivery of pilot (instructor led training) for “model office”
• On going liaison with business readiness team on system readiness

Orange Personal Communications Services Ltd – Aug 2006 – Dec 2006, Contract Trainer

• The delivery of instructor led, IT and product training, with some elearning content
• Required the ability to learn Orange’s CRM system quickly
• Training courses ranged from 1 week inductions to 1 day specialist courses

Bulldog Communications Ltd – Sep 2005 – Feb 2006, Lead Trainer

• The identification of training needs and preparation of a training plan
• The preparation of customised training materials for a new, Oracle-based, CRM system
• Designing and delivering a pilot in preparation for the full rollout
• Assisting the development team with an analysis of the usability of the new system
• Assisting the development team with user acceptance testing

T-Mobile – Feb 2003 to April 2003, Lead Trainer

• The preparation of customised training materials for a new, web-based, workflow management system for product development
• This system managed the relationship with third party supplies of WAP content, thus involving an element of contact management
• The delivery of instructor led training

National Youth Theatre – Nov 2002 to Dec 2010 (as required), Database Development

• The analysis of business requirements for a contact management and workflow system
• The development of an Access database to manage contacts and workflow
• The training of staff to use the database

Level 3 – Sep 2000 to June 2001, Project Manager

• The analysis of company wide training requirements on Microsoft Office applications
• The management of a training programme to address defined training needs
• The selection and supervision of trainers

NRCC Detachment, London (US Navy) – Oct 2000 to Aug 2003 (as required), Database Development

• The analysis of business requirements for reporting on a procurement system
• The development of an Access database to produce the required reports
• The training of staff to use the database

Zeneca Pharmaceuticals – 1997 to 1998, Lead Trainer

• The preparation of customised training materials for a new, Lotus Notes-based, workflow management system for the business development (acquisitions) department, with the involvement of both technical and legal departments
• Designing and delivering a pilot in preparation for the full rollout
• The delivery of instructor led training in both the UK and US

KnowledgePool (formerly ICL Training) – 1995 to 2005 (as required), Trainer/Consultant

• The delivery of training and consultancy for a range of clients, including London Boroughs of Bromley, Hounslow and Haringey