Felice Illume
Client Services Lead @Arup
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WORK HISTORY
Client Services Lead @Arup
Liverpool, GB
EDUCATION
International Language Centre Hastings
English as a foreign language
ITC J. Maritain - Italy
Diploma, Diploma in Accounting, business and programming
SKILLS
ABOUT FELICE ILLUME
A successful IT Service professional with over 10 years of leadership experience in the IT industry working in several different areas including IT support, EUC, hardware support, end user training, Microsoft Azure Active Directory, user administration, Incident Management and Major Incidents, Problem and Change Management, infrastructure, application support and service security. A proven leader in directing operations, maintenance and support of complex systems. Develops creative business solutions, leveraging diverse methodologies and delivering engineering solutions for leading organisations. Highly adept in request for proposal development, technology needs assessment and staff training.Passionate about the delivery of excellent customer experience (CX/UX); a confident communicator with the ability to present and engage a wide range of audiences. Excellent relationship management skills combined with good business acumen & commercial awareness. A committed, positive self-starter with excellent organisational skills.Motivated by success, I appreciate the need for real quality in business, ensuring the implementation of corrective action to prevent re-occurrence of incidents following processes in place. Experienced in generating validation documents including Remediation Plans, URS, FRS, FAT, SAT, Risk Assessments, Design Specifications, IO, OQ and PQ Test Protocols, Deviation Validations, Standard Operating Procedures (SOPs) and Validation Summary Reports.Customer service focus & relationship managementExtensive reporting & analysis and administration skillsDocumentation of processes & procedures and SOPs, cGXP/GAMP5In-depth understnading of MHRA regulations and CFR21 Annex 11 complianceExecution of CSV, IQ, OQ, IO and QP Test Protocols,(Instruments Validation/Qualification), SAT, FAT, DV, URS, Risk Assessments, Remediation Plans,Deviation Validations, Standard Operating Procedures (SOPs) and Validation Summary Reports in GXP computerised systems environmentKnowledge, understanding & provision of SLAs and OLAsIndustry experience & knowledge in: Pharmaceutical GXP, Local Government, Aerospace, Charity, Retail, Manufacturing, Real Estate, Security, Telecoms
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