Jonathan O’Reilly

Country of origin: United Kingdom

Network Security Specialist, Vodafone

I completed my year in industry with Xerox, a Fortune-500 company, at its UK and European headquarters in London.

My role in Service Excellence was constantly evolving based around my own knowledge and skills, so it was vital that I continually pushed myself. I was responsible for providing technology and techniques that supported the Global Document Outsourcing department and helped it to meet its Service Level Agreement targets, all the while providing excellent customer service.

Another aspect of my role involved using a modified ITIL framework – the Global Service Delivery Model, to collect and collate global account processes and store them online via a SharePoint site which I  developed. The main purpose of the SharePoint site was to ensure that there was a single, up-to-date repository for all key data relating to the account which can be accessed and used as a procedures manual  or presented to clients to show how Xerox run an account, and potentially win new business.     

My role also included developing a contract lifecycle application that supports service delivery by providing a snap shot of a contract or an accounts performance over a specified time. I was responsible for developing new features, fixing bugs using ASP.NET and Visual Basic, creating dynamic reports using SQL and providing support to its users. My learning didn't stop while on placement and I achieved additional industry recognised qualifications in Lean Six Sigma and ITIL.

The MIT degree at Lancaster has given me the opportunities to develop a mix of skills employers really value. The course is very challenging but definitely worth the hard work. The course is flexible and allows you gain experience in areas that you have an interest in, because of this I have been able to excel at my current role due to the mix of technical, financial, business and management modules I have completed.