Allen Clarke ☁️

Key Achievements: ServiceNow ITSM Enhancement - Successfully led the introduction of Virtual Agent and Live Chat ability via Microsoft Teams and ServiceNow portal for the UK estate. - Successfully implemented Virtual Agent topics using Azure Natural Language Understanding (NLU). Payment Merchant Replacement (Circa £8.9m) - Successfully led the replacement of all the physical wired and wireless PEDs within the reception, self-checking kiosk, and restaurant areas within the UK estate. - Successfully led an integrated payment solution for 31 German hotels. This innovative system empowers onsite teams by enabling them to accept payments directly through the Pin Entry Device (PED) from both the hotel reservations system and restaurant systems. - Successfully replaced the payment gateway service provided for the United Kingdom, Republic of Ireland, and Germany. - Successfully replaced the merchant acquiring service for the United Kingdom, Republic of Ireland, and Germany. - Successfully implemented the ability to provide Card Not Present (CNP) authorization for Business Account spend and allowances. - Successfully implemented a new secure meal allowance payment integration solution between Micros Point of Sale (POS) and Oracle Property Management System (PMS). Working Time Regulations (Circa £495k) - Successfully implemented automated secure weekly transfers of employee HR records from the Data Platform to the onsite scheduling tool, optimizing team scheduling.

Key Achievements: • Managed the implementation of Working Time Regulations reporting solution within the UK Hotel using Microsoft Power Apps • Delivered a HR portal that allowed users to look up their employment details and status via SharePoint. • Migrated 10 hotels Wi-Fi infrastructure to Meraki solution enabling users to receive a full allowance of 10Mb per device and provide sites with an increased bandwidth of 400Mb. • Managed a successful customised system build and upgrade of over 850 site Oracle Micros ePOS version from Micros RES 5.4 to Micros RES 5.7.

Key Achievements: • Interviewed 21 end-users from across the organisation and documented their current business processes. Resulting in acceptance criteria for the proposed solution impact assessment. • Prioritised 15 bespoke developments using the MoSCoW methodology to secure the sign-off from stakeholders. Main Responsibilities: • Gathered and documented over 200 end users' functional requirements. • Mapped 320 day-to-day business activities completed by the end users in the current solution. • Evaluated 56 current (“As-Is”) business processes against future (“To-Be”) proposal solution. • Supported the Senior Business Analyst in evaluating and analysing 320 current business process.

Key Achievements: • Organized and facilitated Operations Working Group sessions every 6 weeks, engaging 25 Hotel management end-users representing diverse operational complexities. • Documented and presented 56 recommendations to the operational sponsor, ensuring informed decisions during each solution development increment cycle. • Captured and analyzed the training requirements and system usage of 15,000 team members within the business end-users. • Evaluated 128 business scenarios and documented Change Impact Assessments for 36 critical processes, resulting in updates to the existing training approach and resource requirements. • Documented 322 business processes for hotel operation end-users. • Conducted functional and knowledge gap reviews, revised the Training Plan, and raised additional Change Requests to the supplier. • Identified 4 potential gaps within the proposed solution using Gap Analysis, illustrating impacts on end-user day-to-day activities and business processes. • Created 50 Test Scenarios and Scripts executed against the proposed solution. Main Responsibilities: • Engaged and developed working relationships with over 20 senior onsite management teams. • Conducted Training Needs Analysis for 15,000 end-users, assessing their roles within the organization. • Delivered Change Impact Assessments, capturing impact on 25 end-users due to the proposed solution. • Attended 25 Due Diligence Workshops with potential suppliers to understand their solutions. • Reviewed 134 developer High-Level Design product documents.

Database Re-Platforming Workshop: • Successfully facilitated a migration readiness workshop with 49 Hotel Managers. • Ensured seamless transition during the database re-platforming process. Health and Safety Reporting Pilot: • Led a 12-week electronic Health and Safety reporting pilot across 10 hotel sites. • Achieved 100% compliance by implementing efficient reporting procedures.

Roles were; Food and Beverage Manager, Duty Manager and Receptionist.

In the AWS Academy, I mentored future AWS Solution Architects, to help them reach their goals of certification & employment. Offering encouragement, motivation, advice, training, networking, and providing valuable learning materials. Assisting the AWS Champion Instructor during live virtual classrooms.