From January 2006 To October 2009

Project Overview

Played a foundational role in the early growth of UK broadband and digital service operations. Architected the operational framework for the UK and Europe’s first Local Loop Unbundling (LLU) broadband program and spearheaded the re-engineering of the enterprise technical support model. 

Key Initiatives

LLU Broadband Pioneer: Architected the end-to-end customer experience processes for the UK and Europe’s first LLU broadband program, establishing the operational foundation for nationwide high-speed internet accessibility.

Support Model Re-engineering: Challenged the fix-first technical support paradigm. Drawing on medical diagnostic frameworks, re-engineered the entire support process to prioritize accurate, front-end fault diagnosis over ineffective manual troubleshooting.

Tooling Innovation (Resolve): Designed and built Resolve, a custom technical support platform utilized by 5,000 agents to standardize diagnostic accuracy and efficiency.

System Longevity: Established a diagnostic methodology that became the industry-standard framework for over a decade.

KPIs