Equinix

- Managing both external and internal stakeholders, collaborating with IBX managers and IBX operations team during project delivery. First Point of contact for project progress.
- Responsible for communications and relationship building with customers together with CPM team (customer project management) and internally through all the project’s lifecycle
- Leading physical Datacenter installation projects- colocation & cages, from single cabinet to full DC - for new high revenue customers (Retail, Hyperscale and Cloud Service Providers) across Equinix portfolio and travelling multiple sites. Providing people and  technical leadership during the project lifecycle. Scheduling resources, organise time, materials, deadlines.
- Handling difficult conversations, conflicts, complaints, escalations,addressing issues to resolution 
- Overseeing projects progress and completion against SLA and KPI, review feasibility. 
- Providing customer facing pre sales support on customer requirements for revenue generating projects, quoting, issuing and approving PO. Partnering with Sales Engineering on providing physical infrastructure solutions (structured cabling, power, cabinets, physical migrations). 
-Supervising engineers’ works, performance review with vendors 
- Risk Management 
- Accountable for Delivering projects on time, safely and on budget
- Customer decommissioning 
- Improving customer experience 
- Leading Cabling and data center migration projects.

Technical Deployment Manager -TDM/EIS (PreSales & Customer implementation)

IM Champion LD9 site. 

Providing training and exercise scenarios for incident drills according to Equinix policies and procedures. 

Upskill the team in the use of IM incident management applications, how to deal with and resolve critical infrastructure incidents, and related workflows within datacenter customer ops and critical facilities scenarios 

Trained the team during the go live of the new ESH - Equinix Service Hub platform which replaced IM on 12/09/23

IM (Incident management) SME

Day to day management of LD9 site, working on a rotating 24/7 shift pattern. Planning and delivering BAU works - Customer implementations and de-commissions, cross connects, cabinets deployment, rack & stack, customer migrations, Metro Connect and Dark fibres, structured links installation and running QA checks. Splicing fibres and terminating Cat6. Working with critical facility team during maintenance or power troubles resolutions. Liaising with customers for new deployments or customer facing technical support requests. Providing advises about capacity concerns, troubleshoot complex circuit installations, working on physical audits and installation plans. Collaborating with site management or critical facilities team on internal projects. Keeping cabling supplies stock. Supporting training and coaching junior colleagues.

Increased and mantained commit compliance to 93% 
Improved air return through reporting ceiling grids and floor tiles layout issues and get them rectified.

IBX Customer Operations Technician III

Shadow experience.
Weekly shadowing of one of the Client Project Managers in the company to gain more insights about Hyperscale deployments, aside of my normal senior technician duties.
This is part of my yearly development actions. 
Engaging in the calls, milestones and risk scenarios within a Cloud Service Provider deployment/entire data center fit out in Frankfurt. Observing the progress and becoming familiar with each project’s life cycle stage and documentation in order to gain a better understanding of team management and project management, resource and task allocation, budgeting, data center design and construction, customer level communication, resolution of issues, quality assurance, construction regulations across European sites, weekly progress reports and project programs. Travelling to sites abroad when required

Shadow experience: Customer Project Management EMEA (Hyperscale customers)

Digital Realty

Managing customer operations requests, performing installations, maintenance, data center implementation, structured cabling works. Supervising operations staff. Promoted as a Service Transition PM in September 2021.
Responsible for communication with customers all across project lifecycles
Managing engineers and vendors across sites, 
Site development of Cloud House and Cloud House West (LHR19), Implementation of Metro Connect, to link Docklands campus to Hyperscale company sites, acting as a SME for FNT system (twin platform which replaced the old Telecity Cable Record), implemented various large sized retail and phases of hyperscale customers across UK. Accountable for delivering projects safely, on time and on budget. Managed hyperscale and large retail customer implementation projects for up to £ 500k worth and 250 kW

Customer Operations Technician II (Shift leader) to Design & Implementation Project Manager

Providing white glove support to IBMers (100.000+ internal customers) across the globe, especially high level stakeholders. I was specialised in Windows 10 and Server 2016 support, working in a follow the sun helpdesk team.

Desktop Support Specialist - VIP White Glove support

Lycée Français Charles de Gaulle de Londres

Providing onsite IT support for 250 teachers and around 4000 pupils across 4 buildings. 
Responsible for the Windows 7 to Windows 10 migration on the school devices. Serving as a first point of contact for preventive and reactive maintenance, hardware and system issues, installations, network setup, group policy implementation.

IT Technician

itsu

Team leader for the hot food section  - Baker Street shop

Hot Chef and FOH

EAT.

Barista

Dunne and Crescenzi Group

Responsible of floor and bar service, supervising staff, monitoring staff performance and service KPI, supporting, coaching and mentoring new starters, handling complaints, opening and closing the restaurant/running the nearby wine shop managed by the same company.

Floor and Retail staff/FOH supervisor

“Is there really no failure, only feedback”

Driven, passionate,strategy oriented customer facing Datacenter professional. Aspiring people manager, ADHD and autistic ‘double edged’- yet definitely not your stereotypical autistic. Wishing to develop myself further in people and project management, aiming at regional or global roles. 


SME for FNT (with Digital Realty) 
SME for Jarvis Incident Management/Equinix Service Hub (with Equinix) 
Kiki Programme co lead - PrideConnect/ConnectAbilities Communities (with Equinix) 
CDCTP
ILM level 3

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