Theresa Morgan

• Project management and technical implementation of multiple initiatives from ideation through to BAU handover:

- AWS Connect telephony contact centre migration

- Dynamics 365 implementation (partial project)

- Finance and Marketing platform updates

- Mobile apps security release cycle

- Internal software platform enhancement.

Workshopping, requirements, design, scrum team delivery, vendor management, project commercials, compliance and benefit realisation.

• Product Management; delivering product value by aligning product roadmaps with business strategy. Technically and commercially guiding the business on "best practice" product management approaches.
• Vendor management; working with vendors to understand product capabilities that may be leveraged. Streamlining vendor commercial, technical and operational working relationships.
• Customer champion; ensuring technology tools provide the best customer experience by seeking feedback and delivering technical iteration or future backlog opportunities.

Product Owner; managing backlogs and delivery for:

- Digitising new operating model; customer front door, marketing automation, lead management, marketing/D365 integration, reporting and compliance activities.

- MS Dynamics 365 continuous delivery

- Website enhancements (Drupal/Webflow/SilverStripe/CWP),

- Marketing automation platforms onboarding and development (HubSpot/ClickDimensions)

- PowerBI reporting development

- SQL datawarehousing continuous delivery

• Vendor Management; product budgets, vendor management and relationship development.
• Compliance Management; design and delivery of business processes and GDPR level privacy and security governance for government agency software platforms.
• Hands on Skills; System configuration and light integration with CRM Dynamics and HubSpot platforms.

• Project Management; Scoping, design and implementation of MS Dynamics 365 enhancement projects internally and with vendor. (customer service and sales modules)
• Product Owner; MS Dynamics 365 platform, administation, configuration and BAU support.
• Integration support; reporting, data integrations to internal and external systems and data sources.

• Leadership; senior leadership role in a fast growing late-stage startup. Management of a team of 5 direct reports.
• Service Delivery Manager; co-ordination and delivery of customer telecommunication and wide area network (WAN) products, including finance, service escalations, vendor management and technical delivery.
• Product Owner; implementation of CRM Dynamics to support service delivery, procurement and billing processes.
• Acquisition support; overseeing the integration of 2 external company acquisitions into Solarix Networks

• Leadership; management of a provisioning team including recruitment, induction and training.
• Project support; project member for in-house development of a CRM Dynamics project, content, processes and testing.
• Service delivery; all aspects of service delivery for contracted customers including escalation and process improvements.
• Wholesale Vendor Management; service delivery process for wholesale / channel partners to ensure customer satisfaction and timely resolution of any issues.

• Account management; delivering services to business and residential customer.
• Procurement; server hardware ordering and stock control
• Datacentre hosting organiser; hardware/software/net working co-ordination.
• Provisioning specialist; delivering a range of Internet connections - ADSL, Wireless and Fibre.

• Engineering resource coordinator; coordination of engineering resources to fulfill planned and urgent work.
• Technical support; troubleshooting and job logging of customer server issues.
• Customer service; customer accounts and billing maintenance.

• Provisioning; ADSL provisioning and billing
• VOIP SME; management of the VoIP provisioning and processes and number porting
• Customer service; general support for sales and customer care in respect to issues and billing.

• Account management; business and residential customer account management
• Procurement; server hardware ordering and stock control
• Datacentre hosting organiser; hardware/software/networking coordination.
• Provisioning specialist; B2B/B2C internet connections - ADSL, Wireless and Fibre.

• Account management; supporting wireless broadband internet connectivity issues, account maintenance and administration work.
• Troubleshooter; line of Site technology problem resolution including AB, some frame relay and Bridge connection issues.
• Hosting coordinator; organisation and setup of email and domain name hosting.
• Customer retention; formation and management of the customer retention department.

• Prepay Helpdesk Agent; cellular technical troubleshooting, billing and account enquires