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Work Background
Virtually Beneficial 4 UEnglish Speaking Virtual Assistant
Oct. 2020 - May. 2022Paphos District, CyprusLed course delivery, provided tech support for Facebook and Zoom, and assisted with risk management and issue resolution. Managed projects, time, and billing with Trello, documented processes, gathered project data, created a client website using WIX, and demonstrated proficiency in Canva.
Healing Art Of ThaiTeacher, Healer, Massage Therapist and owner of Healing Art of Thai & Villa Massage Paphos
Sep. 2015Paphos, Paphos District, CyprusInternationally trained Thai Massage Teacher, Golden Tera Mai Reiki Master & owner of Healing Art of Thai & Villa Massage Paphos - sharing the love of the healing arts, with Massage treatments, Healing sessions, Courses, and Workshop in Cyprus and Internationally. Prior to massage, Nicola had 20 years of management experience and was responsible for mentoring, coaching, developing, and empowering individuals to acquire new skills and to achieve their goals. Nicola now combines these qualities and techniques in her teaching practice, along with her sense of humor, delivering the content of the course in various ways to ensure that students remain focused but enjoy the learning process at the same time.
Ambiential touchFounder & Co-owner
Jun. 2013 - Jul. 2021Polis & Limassol - CyprusCo-founded and managed a wellness business in several cities, providing massage therapy and teaching as well as providing wellness retreats to Tour Operators. Handled administration, event planning, client accounts, staff recruitment, and marketing. Led website development, SEO, and social media campaigns to drive growth and streamline operations
Logicalis UKIT Contractor - Hybrid role; Service Manager, Transition Manager, Project Manager, ITSM Consultant
Nov. 2012 - Feb. 2013Slough, United KingdomManaged projects end-to-end, including documentation, reporting, risk management, and contract negotiation. Defined services, SLAs, and KPIs while consolidating practices and rebuilding client relationships.
n/aGlobal Explorer & Lifelong Learner | Transitioning to Massage & Holistic Practices
Sep. 2011 - Mar. 2012I combined travelling the world, re-training as a massage therapist and working while travelling.
Logicalis UK&I(SDO) Service Delivery Office Manager
Nov. 2010 - Sep. 2011CardiffPlayed a key role in the management of a multi-million-pound contract and contributed to a multi-stakeholder project for IT solutions and managed services. Oversaw project delivery, coordination, and documentation while leading a diverse team of Project Managers, Coordinators, DBAs, and Service Delivery Managers. Contributed to the Public Sector Broadband Aggregation (PSBA) program and ensured compliance with KPIs and SLAs. Developed a resource reporting tool, managed diary and event planning for the Head of Service Operations. Enhanced the delivery of service through process optimization, customer satisfaction surveys, and effective contract negotiations.
Logicalis UKService Delivery Manager
Jan. 2009 - Oct. 2010Managed the delivery of IT services to public sector organizations, including the Welsh Assembly Government, ensuring service excellence and compliance with contractual requirements and financial targets. Developed and implemented service management processes, including KPI monitoring, customer satisfaction surveys, and complaint handling. Recruited and built a new Service Management Team to support contract growth and successfully identified leads valued at £1.5 million for additional services. Negotiated contracts to achieve cost savings and optimized service delivery. Played a key role in defining and delivering ITIL framework practices and facilitated training to enhance departmental efficiency.
Aareon UK LTDI.T. Service Manager
Nov. 2006 - Jan. 2009As an IT Consultant and Service Desk Support Manager at Aareon UK (2006-2009), I managed Helpdesk operations and restructured support teams to improve ticket turnaround times. I optimized workflows and implemented a ‘self-service’ online Service Desk system, overseeing its design, configuration, and administration. My efforts significantly enhanced service delivery and customer satisfaction.
OrangeGroup - Service Manager
Apr. 2004 - Oct. 2006Greater Bristol Area, United KingdomManaged end-to-end service delivery and problem resolution for global services, overseeing stakeholder relationships and ensuring service excellence. Led risk assessments, resource forecasting, and cost modeling, while enhancing problem management and ITIL practices. Streamlined problem-solving processes, and optimized service delivery across multiple regions.
AXA TechProblem Analyst
Apr. 2001 - Mar. 2004Responsible for the management of all supported production I.T. problems. Liaising closely with the Operating Company’s I.S. departments to ensure a smooth resolution.
Responsible for review and revision of current problem recovery practices and procedures, identifying areas where service or improvements can be made, ensuring that necessary steps are taken proactively wherever possible, (Following ITIL practices).
Liaising at all levels within AXA Shared Services and the Operating Companies from individual users to Executive Management. Responsible for the production of reports / statistics for each Operating Company.
UNIX, Mainframe, RS6000, Lotus Notes, Tandem / Swift, Seibel, NT, WFI.
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