CURRICULIM VITAE

Perso n a l Det ail s

Nam e : Lorraine Shaw
Curre nt Addr e s s :
Home: 148 Kingston Rd, Staines,
Middlesex, TW18 1BL

Business: British Airways Plc, Waterside,

Harmondsworth, Middlesex,
UK
Telep h o n e Contact:
Home: +44 1784 465437
Mobile: +44 777 2122 676
E-mail: lorraine.a.shaw@talk21.com
Date of Birth: 7 th February 1972
Marital Statu s : Single

Educatio n and Qualificatio n s

Aug 1976 - Jun 1983 St. Michael's Primary - Moodiesburn, Glasgow, Scotland
Aug 1983 - Jun 1988 St. Patrick's Secondary - Coatbridge, Scotland

SCE O'Grade English, Arithmetic, Secretarial Studies, Modern Studies, Biology, French
SCE Higher Grade English, Secretarial Studies, Biology

Modules Cotac Fares 1 & 2, Cotac Shipping & Ancillary 1& 2

NC Visual Basic
RDA - Qualified as Resource Domain Administrator
Selection Skills
Java for Beginners
FrontPage 98
Fundamentals of Project Management
LEAN Training
Aviation Security Awareness (GSAT) & Ramp Safety
Aspect System Management Suite Administration
NiceVision CCTV Systems Administrator Certification

Profes s i o n a l Profile

An organised and industrious individual driven by the desire to achieve excellence and provide quality
of service. I pay close attention to detail and strive for perfectionism, wherever possible. I have a well-
known reputation for getting things done, especially under challenging circumstances. I have an open
and upbeat attitude and this allows me to feel comfortable with approaching others and influencing
them to help when the need arises. I take a real pride in how I perform and how my customers perceive
me, and I do not like to let people down so I never give up on the job in hand. I am a reliable team
member and am known as someone who will get involved and help out in tasks that are outside my
main role, and pick up loose ends where I’m able. I have a proven reputation of excellent communication
and customer service skills, having being presented with a “Great Performance” award during my time
in BA IT Americas, which was awarded for customer service, positive attitude and professionalism.
I have worked in the airline business for 24 years. 18 years of those have been in various IT roles
supporting airline operations so my technical experience and knowledge is pretty expansive and my
customer base and network of contacts is well spread, both internally and externally. The vast majority
of my experience and knowledge has been gained through pure hands- on work, rather than training or
qualifications. My areas of experience include Desktop Support, Servers, Voice Systems, Call Centres,
Data Networks, WiFi, IPTV, Radio Systems, CCTV and Access Control. The roles I have performed include
Service Management and Support, Incident and Problem Management, Project Management, Contract
and Budget Management, Supplier Management, and Application Support. I have a good proven ability
to take on new roles and responsibilities with no coaching at all, to learn new systems and technologies
quickly, and to adapt efficiently without being a burden on other colleagues or on management.
Having worked in the airline industry for so long I have a sound knowledge of the business and how it
operates, particularly as my career started off in the call centres where I learned the basis of the
operation. I have on-hand experience of the airport environment having managed several projects in the
terminals across all of the user groups. The airport is completely unique, diverse, fast moving and high-
pressured, but incredibly interesting, varied and a lot of fun to work in.
This career has of course given me a huge opportunity to travel expansively, which is one of the things
in life that I enjoy the most and welcome every opportunity to get on the move! I travelled extensively
for work purposes during my time in the United States and would be more than happy to do so again if
required.
The major constants in my personal life are music, football, friends and family, all completely dominant
along with the travelling. I regularly watch live music and go to football matches both at home and
abroad and I make an effort to travel around three times a year.

Care e r Histo r y

S e r vi c e Mana g e r , S e c u r i t y and Radi o Sy s t e m s – Briti s h Airway s , Lon d o n Nov 200 9 – Pre s e n t

 Single- handedly managed the migration of LHR, LGW and NCL Security Services and
Maintenance Contracts from Corporate Security and Properties strongholds into IT Operations.
Previous ‘owner’ of 16- years retired and documented handover consisted of a single sheet of
A4 paper with the (CEM) Access Control generic architecture, which was in fact downloaded
from the Internet and not particularly relevant to BA’s estate. All other handover information
was verbal.
 3-months to gather and document all information, including technical architecture, support
structure, support partners, budgets, PO’s and invoicing, along with any known risks and
issues.
 After 3-months, ownership was officially transferred into IT Operations completely seamlessly
and with no impact to systems or to security operations whatsoever.
 Post-migration, was asked to retain responsibility for running the service permanently. Solely
took over ownership of CCTV, CEM Access Control, Salto Access Control, Intercom and Intruder
Alarm technologies, all of which were new and unknown to the IT department. Also included
were a small number of barriers and speed gates, which were in fact non- IT components.
 Trusted to ‘get on with it’, and left to run the entire operation single- handedly with no previous
knowledge, no training or mentoring, and learning by being completely hands- on and spending
every day with the maintainers learning the ropes.
 Quickly built up a strong and trusted relationship with the maintainers, both from a Service
Management and from an Engineers level. Quickly introduced monthly service reviews
developing a strong hold on incident and change management, and the project portfolio.
 Developed a strong relationship with key stakeholders, running monthly meetings where they
could bring forward issues and new requirements for discussion. This group mainly included,
Asset Protection Group (APG)/Corporate Security, Cargo, Engineering and Properties, all of
which I maintain a very close, strong and trusted relationship today.
 APG have entrusted me to manage their covert requirements, which is an extremely
specialised and important role which regularly involves interaction with external authorities, i.e.
Metropolitan Police, and handling information which is to be used as criminal evidence.
 From early on led a gradual tactical transformation of the estate from analogue to IP based
mainly on break/fix strategy, largely due to rapid failure of aging and legacy hardware and
software.
 Additionally, took over responsibility of global Radio Services, again this was a solo effort with
no previous knowledge and no training or mentoring.
 Managing the day to day running of Ground to Ground, Air to Ground, PMR’s (private mobile
radios), RDT’s (remote data terminals), Trunk Radio, and WAVE radio A2G IP client.
 Firmly established to this day as the focal point and first port of call for all Security and Radio
service and operational issues, escalations, queries, jobs, projects and contractual matters.
 Responsible for, and continually managing, a large project portfolio covering all areas of the
business, the majority of which are around Terminal 1, 3 & 5, Engineering and Cargo. Projects
vary in size from small to large, many of which are extremely high profile and operationally
critical. Several of these projects will include RFI and RFP processes.
 Running these services includes the management of and relationship with many suppliers, and
managed service partners, including Heathrow Airport Ltd which is a relationship I’ve
transformed from being previously distant and strained, to being amicable and productive.
 Management of two direct reports from KCom, our network managed service partner, who
assist me in project work and smaller churn type tasks. Although the security and radio
maintenance engineers are not direct reports as such in order to retain control of the service I
have built a direct relationship with each engineer who I speak to on a daily basis.
 Manage contracts and a budget of approximately £3m across the Security and Radio portfolio.
This includes contracts for Managed Service, Device Rental and Support, Hardware and
Software Maintenance, Out of Scope monies and Spares funding. Responsible for raising all
Purchase Orders and actioning all Invoices over the year.

Voice S e r vi c e s Analy s t – Briti s h Airway s , Lon d o n Apr 20 0 8 – Oct 20 0 9

 Support to the Voice Service Manager.
 Responsible for all Global Call Centre ACD systems (automated call distribution) in Newcastle,
Manchester, New York, Jacksonville, Johannesburg, Delhi and Bremen.
 Management of complex call flows, call numbering structures and automated voice menu’s to
distribute customer calls across the globe.
 Management of various suppliers, including British Telecom, AT&T, Verizon Business, Deutsche
Telekom, Aspect etc.
 Running a team of Voice Planners within the managed service partner organisation who
directly support and manage projects for all global voice systems on behalf of BA.
  Support of various voice systems, including Aspect System Management Suite, eWorkforce
Management and AT&T Route IT. Basic understanding of Cisco Call Manager.
 Supporting the Global Networks Service Manager in running the Lounge WiFi service in the UK.
 First point of escalation for queries or issues related to the Lounge WiFi service in London
Heathrow, London Gatwick and the UK Regions.
 Implemented a huge change to the Lounge WiFi service by introducing logon passwords which
previously had never existed. This improved the service by making it more robust, secure and
compliant with Heathrow Airport’s usage policy.
 Responsible for maintaining the passwords every quarter, not just in the UK but across all BA
owned lounges globally.
 Biggest achievement was being a key player in the Terminal 3 implementation project in
2008/2009. Overall responsibility for the implementation of all Cisco IPT desk phones, Mobile
Phone internal and external network coverage and capacity, Mobile Phone handsets for all
Ramp Operations, Lounge Phones, Lounge WiFi and PA systems.

IT Proj e c t Man a g e r – Briti s h Airway s , Ne w York Aug 20 0 6 – Mar 20 0 8

 Managed own portfolio of IT projects across the Americas region, delivering agreed
requirements to budget and on time. Projects covered all areas of the business from Customer
Service to Engineering, Finance to Marketing.
 Managed project matrix teams which included IT America’s colleagues, IT UK staff, and the
customers in the business.
 Project control through use of local and corporate tools following BA’s blueprint principles.
Using BA’s Clarity system to maintain project milestones, financial forecasting and manpower.
 Managing customer expectations through regular meetings, written and verbal communication
and keeping a realistic approach.
 Supplier management including telecoms companies, builders, cabling suppliers and airport
authorities. Most challenging part of this was managing suppliers on the opposite side of the
country and sealing their commitment to deliver requirements on time.
 Extensive travel across the region to survey sites and often to install systems on my own on
smaller projects.
 Perform regular site surveys to assess and report on compliance with internal IT systems
controls and update site records. Information collated was presented to internal audit team.

S e r vi c e Deliv e r y Analy s t - Briti s h Airway s , Ne w York Jan 200 3 – Aug 20 0 6

 Desktop, server and network support to all areas of The Americas, portfolio of faults and small
projects, adhoc projects for other Im areas e.g. IG9 Windows Server 2003 migration, SITA VPN
migrations.
 Follow BA processes for Change Management e.g. KiTE Incident and Change, Desktop
Expenditure Group, Desktop Standards Tool, Lifecycle Product Catalogue, Inventory Updates.
 Introduce IT initiatives – e.g. Dell hardware issues, Nortel phone switch, Printers@speed ,
member of the technical conference call group with Enterprise Solutions.
 Stand- in for Senior Service Delivery Manager – handling escalations, daily operations call,
manage fault queue, support and mentoring to team, support to IT Operations Manager
 24 hour On Call operation through rotating team roster.

Sy s t e m s Su p p o r t Ex e c u t i v e - Briti s h Airway s , New York Aug 20 0 2 - Jan 20 0 3

 1 st line systems support to all groups within the Customer Contact call centres in New York,
Jacksonville and Toronto.
 Distribution and support of corporate reservation system (Qikres) databases, work closely with
local Qik Scripting team
 Fault diagnosis, support, maintenance and installation of all hardware and software, local
systems, NT server and LAN in the operational Qikres and Call Management centres.
 24 hour On Call operation.

S e r vi c e Deliv e r y Analy s t – Briti s h Airway s , Glas g o w Aug 20 0 0 – Aug 200 2

 1 st line system support to contactBA Glasgow, troubleshooting in BABS, Amadeus, Qik2 & Orbit
 Fault diagnosis, support and maintenance of all hardware and software, local and central
systems, installation of all desktop products and operating systems, support and maintenance
of LAN, NT and OS2 servers, manage backups and manage IT Security
 Manage small projects e.g. equipment moves, new installations, provide escort duties to 3 rd
party suppliers e.g. SCC, SITA, Aspect, ensuring SLA’s are met
 24hr On Call operation.

Sy s t e m s Proj e c t Coor di n a t o r - Briti s h Airway s , Glas g o w Mar 19 9 8 – Aug

20 0 0
 Responsible for UK projects e.g. Iceberg Training, Switchboard, Seamless Call Transfer, Qik2
implementation, part of Iceberg and PDS project teams for on-site support and advice.
 Training and coaching new inductees to systems team.
 Developed fault reporting system in Visual Basic for use in local and UK Systems sites.
 24 hour On Call operation.

Data Admi ni s t r a t o r - Briti s h Airway s , Glas g o w Nov 199 6 - Mar 199 8

 Data input and maintenance of staff and team details, unit targets and performance figures,
manual calculations of commission and monthly PRP payments
  Communication and influencing Unit Manager, Business Managers, Personal Development
Manager, Supervisors and Sales Agents on planned attendance, targeting and performance
issues, chairing user group meetings
 Regularly helping out the Systems team and being responsible for the department in their
absence.

Ex e c u t i v e Sal e s Age n t - Briti s h Airway s , Glas g o w May 19 9 6 - Nov 199 6

 Building relationships with Executive Card Holders, VIP's and Shareholders, effectively servicing
passengers bookings, selling ancillary products and services
 Adapting to new and more demanding customers, new ways of working in specialised department
 Increasing profile by owning liaison with Systems dept for Qikres bugs and enhancements.
Member of direct revenue group for collating and analysing community figures, influencing
staff to strive towards target

Tel e p h o n e Sal e s Age n t - Briti s h Airway s , Glas g o w Mar 199 1 - Apr 199 6
 Selling a wide range of British Airways products over the phone by identifying and acting upon
selling opportunities in order to achieve unit targets
 Actively involved in other groups outside the normal scope of my job, e.g. Qikres Development
Group, Direct Revenue Group
 Assisting Supervisor and Business Manager in motivating Sales team to strive towards targets
through helping to set up community competition and incentive

Re t ail and Busi n e s s Trav e l Age n t – AT May s LTD S e p 198 8 – Mar 199 1
 Selling a wide range of products including Package tours, air, rail, sea and surface travel, car hire
and insurance – face to face and over the phone.
 Business Travel - making reservations for corporate clients in flights, car hire and hotels, issuing
flight tickets, car hire and hotel vouchers and company invoices.
 Keeping filing systems in order, cash handling.

Traini n g Histo r y

Briti s h Airway s PLC

1991 7 week Telephone Sales Induction course incorporating BABS, Fares, PTA's and Introduction to
Selling
1992 Introduction and training on Qikres
1994 Global Fares
1995 Assertiveness Selling, Objection Handling, Qantas and British Airways Joint Services Agreements
training.
1996 Favourable Availability training, Executive Sales training, Telephone Check- in, E-ticket.
1997 Performance Tracking Systems training including Gazelle (front end to Access database) and
Office vision, Microsoft Word, Microsoft Excel, Windows '95
1998 Microsoft Access course (part 1), Microsoft Access course (part 2), Excel 7, Communicating with
Lotus Notes v4.5, Qikres scripting course
1999 Qualified as Resource Domain Administrator, Selection Skills, Qik 2 conversion
2000 NC Visual Basic, Microsoft Front Page, Java for Beginners, FrontPage 98
2001 LAN 1 course
2002 Amadeus for IM Service Delivery, Orbit Phase 1 & 2.
2006 Fundamentals of Project Management
2008 Aspect System Management Suite Administration
2008 LEAN training
2008 GSAT and Ramp Safety
2014 NiceVision CCTV System Administrator Certification

AT May s Lt d :
1988 COTAC Fares 1 & 2, COTAC Shipping and Ancillary Services 1 & 2, COTAC Inclusive Tours 1 & 2

Personal Interests:
Sports - Football, Formula 1, Golf, International Rugby, American Football, Baseball,
Skiing, Badminton
Travelling, Live Music, Reading, Socialising, Gym