Richard Shury */** Tama Street, Alicetown, Wellington 5010

027*******

adojnm@r.postjobfree.com

My career has included various administrative roles such as team management, system and process improvement, reporting and MI, project management, and service delivery. I recently moved back to Wellington from London.

Areas of skill and achievement

Advanced skills in MS Office Suite, and use of specialised programs and databases, such as Salesforce, ManageEngine, MS Dynamics, and OneTrust

End-to-end project management, from small engagements to complicated, multi-party projects

Responsible during high-pressure situations, able to prioritise, and resourceful in creating and maintaining practical solutions to workplace problems

Creation and augmentation of reports and operational processes

Recruitment, training and management of staff

CRB cleared in previous roles, have worked with sensitive data and applied Data Protection principles

Education and Qualifications

Justice (ER22.1x) – Ethics and Political Philosophy. HarvardX, online, Nov 2020 – Jan 2021

Infographics and Data Visualisation. Information is Beautiful, online, Sep 2020

ISO27001 ISMS Lead Auditor (CIS LA). IBITGQ, London, May 2020

PRINCE2 2017 Foundation and Practitioner. Global Knowledge, London Feb 2020

Management Training techniques, including Mental Health Awareness. Gemserv, London 2017, 2021

ITIL Foundation Certificate in IT Service Management. Reed Learning, London; Jan 2016

Bachelor of Arts (Honours) in English, First Class. University of Otago, New Zealand; 2000 – 2003

Employment History

Senior Business Planning Coordinator: Gemserv Limited; Fenchurch Street, London, Jan 2019 – Aug 2021

Gemserv is an expert provider of professional services, enabling the energy market transformation and data revolution. My role involved business planning, end-to-end project management and stakeholder engagement, and data analysis.

Oversight and analysis of Consultancy team data, including planning, capacity, earned and expected revenue

Creation and update of the businesses’ project dashboards, providing information on projects won and implemented, margins, capacity, and forward working plans

Simultaneous management of projects of various sizes, from start to finish; stakeholder engagement, scheduling, highlight and burn down reports, plan creation and management; risk monitoring

Set up and monitoring of client tickets on the ManageEngine ticketing system

Creation and update of department templates, instructions and guidebooks

QA of Consultant reports, including ISO and PCI DSS, and presentations to senior management

Cross-departmental working, to enable standardisation of reporting

Set up and testing of internal and external surveys; analysis and presentation of results

Processing of purchase orders, invoicing, and accruals information

Systems and Processes Team Lead: Gemserv Limited; Fenchurch Street, London, Feb 2018 – Dec 2018

My role was to assess and improve systems and procedures across the Key Accounts Department.

Building and updating dashboards for the provision of MI, as well as updates to the monthly Operational Highlight and SLA reports for Board Members and Scheme Directors

Creation and augmentation of weekly and monthly reporting options for KPI information

Planning and design for the rebuild of the MCS Installation Database (MID)

Planning, testing, and delivery of projects such as the installer Fee Increase, certificate Charging Mechanism, website switches to WordPress, and updates to the MID

Regular liaison with the Solution Design Team, to assess requirements and solve problems

Leading on the implementation of ManageEngine as a new records management/customer service tool

Review and update of internal process guides; development of these in line with a QMS system

Implementation of procedures to ensure compliance with GDPR and ISO requirements

Helpdesk and Compliance Manager: Gemserv Limited; Fenchurch Street, London, Oct 2016 – Jan 2018

I managed the Helpdesk and administrative team for the Microgeneration Certification Scheme, and oversaw reporting and improvement actions.

Ensuring the Helpdesk and Compliance team are handling queries within agreed SLAs

Managing a team of Analysts; training, coaching, and development duties

Creation and attendance of change management group

Compiling regular reporting for external clients and stakeholders

Assessing requests for data, and evidence provided for certificate amendments, in line with Data Protection

Coordinating responses to stakeholder and external queries received through the MCS inboxes

Supporting the team as an escalation point for difficult calls or queries

Service Delivery Manager: Kalixa Payments Group; Stanstead Abbots, Jun 2015 – Jun 2016

Kalixa specialise in payment handling and security. A one-year contract, covering parental leave.

Reporting for clients and business management, including weekly update calls

Ensuring that stock levels for products allow for seamless operation and fulfilment

Implementation of control measures, such as account adjustment checks, and access to company databases

Creation of maintenance CAB and ECAB process; provided notifications internally and to the client

Set up and monitoring of social media tracking for a recently launched product

Regular calls with First- and Second-Line teams, to monitor SLAs and determine required actions

Set up and augmentation of product overview reporting, including fulfilment, risk, KYC, and chargebacks

Incident tracking and management, including providing urgent information to the client

Security and Compliance Specialist: ETS Global; Arnos Grove, Dec 2012 – Nov 2014

ETS Global provide standardised English language examinations. My role was to ensure correct and smooth running of exams in the UK. I was also involved with information and stock management and liaising with external parties.

Creation and implementation of procedure, including incident logging, review and cancellation of test scores, compliance requirements, and audit processes

Provided reporting on audit results, incidents, and test data; submitted recommendations regarding each location to management and follows up on required action

Oversaw office staff in day-to-day activities, and office security and Data Protection requirements

Created processes for and managed secure storage, postage, and return of sensitive test materials

Updated process and liaised with the Home Office and stakeholders for score verification requests

Implemented Health and Safety training and protocols for the office

Quality Improvement Consultant: Visa Europe; Paddington, Jun 2012 – Oct 2012

Visa is a global payments technology company. Short-term contract, to assist with the Customer Satisfaction process.

Facilitated regular customer satisfaction reports and presentation of data, and ad-hoc reporting requests

Visa Online administration, supporting internal users and external member queries, and working to SLAs

Ex gratia process: investigation of root causes and process improvements to reduce reoccurrence of issues

Completed MI for various departments within the business, covering SLA, volumes, and POS statistics

References available upon request. My professional profile and recommendations are available on LinkedIn.

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