Production Operative at HBI Laleham-Alton (2025-12 – 2026-03)
- Operational Excellence: Expertly managing the end-to-end finishing of products, including precision capping, labeling, and secure boxing to meet high-volume daily targets.
- Quality Control: Conducting rigorous visual checks to ensure every unit meets the "Right First Time" quality standards required for premium health and beauty brands.
- GMP Standards: Working strictly within Good Manufacturing Practice (GMP) guidelines to maintain hygiene, safety, and product integrity on the production line.
- Target Driven: Maintaining a high pace of work to achieve KPIs (Key Performance Indicators) while minimizing waste and equipment downtime.
Service Desk Team Leader at Managed 24/7 (2024-10 – 2025-04)
Left the role due to a temporary relocation to Spain.
- Led a 24/7 IT service desk team supporting a diverse client base, ensuring high-quality incident management and service delivery.
- Oversaw daily operations, prioritised workloads, and maintained adherence to SLAs and KPIs.
- Provided mentorship and performance reviews for team members, improving efficiency and first-time fix rates.
- Collaborated with senior management to refine escalation processes and implement service improvements.
SAP Authorisations Analyst & Service Desk Engineer at Nobia AB (via Solomon Technical Services) (2022-05 – 2024-09)
- Specialized Security: Managed SAP user access and authorization roles across global business units, adhering to strict security and compliance standards.
- Project Governance: Contributed to a major SAP role redesign project focused on improving governance and streamlining user provisioning.
- In-House Service Transition: Played a key role in the task force that moved Nobia's IT Service Desk from an outsourced provider to a newly established in-house operation.
- Standard Setting: Created initial technical documentation and workflows for the new internal desk while maintaining 2nd line support for M365, Azure AD, and network connectivity.
- User Continuity: Ensured a seamless experience for thousands of users during the transition, maintaining high first-time fix rates and positive feedback.
Inbound Agent & Funeral Operative at Pure Cremation (2021-07 – 2022-04)
- Operational Compliance: Executed all tasks in strict accordance with legal, health, and safety procedures, ensuring 100% compliance during sensitive removals and documentation.
- Stakeholder Coordination: Collaborated with hospitals, care facilities, and funeral directors to coordinate timely service delivery while maintaining high operational standards.
- Professional Communication: Managed high volumes of sensitive enquiries with empathy, providing accurate information and reassurance to individuals during complex processes.
- Performance Excellence: Consistently met and exceeded performance metrics for quality and customer satisfaction, leading to a successful internal transfer between departments.
Early IT Support Career at Multiple Organizations (2020-06 – 2021-06)
- Diverse Environments: Delivered 1st and 2nd line technical support across multiple client sites, diagnosing and resolving hardware, software, and network incidents within SLA targets.
- Infrastructure Management: Managed Active Directory accounts, email configurations, and remote desktop support for various business clients.
- System Upgrades: Assisted with hardware deployment, network troubleshooting, and system upgrades while collaborating with senior engineers to document fixes.
- Service Delivery: Logged and prioritized incidents via ITSM tools, ensuring prompt service and effective communication in fast-paced managed services environments.
Hospitality & Service Roles at Various Employers (2014-05 – 2020-09)
Delivered high-standard customer service, staff training, and time management in fast-paced environments while completing studies.
