Strategy & Consulting Expert: Digital Transformation, Business Strategy, Change Management, Process Optimization

Over 30 years of experience: Business Advisory to C-Levels, IoT/5G Wireless Telecoms & Semiconductor Industry, multiple roles: Product Management, Digital Transformation, and Solution Architecture.

Business Advisory Consultant, IoT Energy Management (BMS/iBMS/EMS)

ThriveGrowAlliance (My Consulting Company): Consulting at C-Level with Public/Private Sector Enterprises (an Alliance) to understand their Challenges/Pain Points how to Grow (expand into NEW Verticals) and to Thrive (Automate Operations Processes through AI/Gen AI solutions).

Working with a Public Sector Government Office and a Private Sector Large Retail Company on helping them manage their Building through the adoption of an IoT Energy Management (Intelligent (AI) Building Management Solution, iBMS) Solution.

For the Public Sector Government Ireland/UK Offices responded to Procurement/Tender Process through RFQ (Request for Quotation)/ITT (Invitation to Tender) as lead Internet of Things (IoT)/PMO (Project Management Office) for their IoT Energy Management project.

The RFQ includes scoping out the Project Plan and Quoting Price for Time & Materials of the IoT Energy Management Solution milestones as follows: On Day 1 (Preparation of the IoT SMART BUILDING ASSESSMENT QUESTIONNAIRE, Objectives of IoT Transformation Project, Design and Deployment of IoT Energy Management System), on Day 2 (Operations and Maintenance of the IoT Energy Management System).

This RFQ scoping is based on me being the lead consultant with support of my BMS Partner (Neuron Digital who have over 350 Global Deployment) to highlight a Public Sector Hospital Use Case and a Private Sector 5 star Hotel Use Case.

• Prior 5 years Digital Transformation of Railway (Enterprise) Operations: Before Transformation: Working with the Account Team in Huawei the rail operator (Enterprise) customer in Spain had problem whereby their Change Management processes for onboarding a new router onto their Fiber/IP network involved very manual processes taking a lot of time and introducing the risk of bringing down the network due to incorrect network configuration.

Business Case & Transformation: The framework for rolling out a Fiber/IP Network for the Customer involved Day 1 and Day 2 Planning. The Lifecycle Management of Day 1 and Day 2 is managed by an ITSM tool (Incident ticket 3rd Party tools like ServiceNow, Huawei Tools). ITSM on Day 1 was to track Changes on the Network and for customer complaint tracking. Day 1 involved working with the Customer to understand the Pain Point of their current systems and processes for installing/updating/managing their Fiber/IP Network, understand their current Objectives and KPIs and what the customer’s vision is with Digital Transformation Process i.e. the Discovery Process. Next Step in Day 1 Process is Designing the Solution is to identify what NEW Tools, Processes and Training need to be introduced to Transform the Fiber/IP Network Design, Deployment and Commissioning of the Network.

Next for Day 2 involved Operating and Managing, Optimizing the network as part of a Managed Service. Huawei NOC (Network Operations Centre MSP) offers this service to remotely manage the network on behalf of the customer. The customer uses the ITSM to raise complaints/request/Changes on the Network through ticketing and Huawei MSP addresses the customer per the SLA agreement. Faults on the network are raised on Huawei side or customer side and tracked through ticketing process: Fault, raise ticket, NOC Front and Back Office do Root cause analysis to fix the issue either remotely or if necessary raise a Work Order to the Field Maintenance team to fix the issue and finally verify the fix and update the ticket. The ticket is then closed on the ITSM. The customer through the ITSM can track and audit this procedure.

For Change Management the customer raises a ticket for example to add a new router to the network and adds to the ticket the configuration profile including IP address. Huawei MSP addresses the ticket to first check simulate the new configuration using a Digital Twin of the Network to check that the configuration file is correct? If ok, then proceed to implement the change. For both Fault and Change Management are tracked by key KPIs and SLA.

Outcome of this project: Huawei introduce Managed Service for Day 2 Operations and key KPIs and SLAs were maintained without major incidents. This is a new revenue stream for Huawei MS as traditionally this service is offered to Carrier Customers. Improved Customer Experience and satisfaction.

• Prior 5 years Digital Transformation of Carriers Operations: Background: AI/ML for Autonomous Network, Generative AI/LLM, Multi Agent Systems to automatize and launch AI powered solutions for Telecoms Operations and Maintenance for Carriers (Vodafone) and Enterprise Customers (Rail Operator, Broadband Providers). Digital Transformation of the Operators O&M Process, adding Automation where necessary in the operations process to improve OPEX, Reduce Customer Complaints, Boost Service Impact and Improve Customer Experience through NPS, CSAT and Customer Churn KPI metric improvements. Due to my work with customer Vodafone, we won the TMForum DTW Innovate Asia, Outstanding Catalyst - Business Impact Award. Outcome of this project: 16% improvement in Mean Time to Repair (MTTR), 20% reduction in customer complaints, and improved overall Customer Experience due to the introduction of AI/ML, GenAI and Autonomous Networks (ANL4 NOC).

Other Achievements: include delivering award-winning roadmaps, consulting on AI/ML integration, and leading major customer-centric innovation projects. Adept at strategy, roadmap ownership, stakeholder engagement, and driving measurable improvements in customer satisfaction, complaint reduction, and service operations.

Previous Multiple Roles: IoT (NB-IoT/Bluetooth/Wi-Fi/Cellular-IoT)/Wireless/Fixed/Private Networks Product Management, Solution Architecture and Design: IoT Project 1: Smart Retail Customer Gain Insights on Customer Journeys for Shop Floor Optimisation. Challenge: Customer (Supermarket Owner) with permission of the Shopper (gave incentives to shopper through their “Real Rewards” Application on iPhone (iOS) or Android Phone – IoT Device) to enable their Wi-Fi and ID (in the “Real Rewards” Application) to track shopper Journeys. Solution: Deploy Indoor Location Solution in Supermarket (Quish SuperValu Ballincollig) using Mobiles. Outcome: Real time Shopper Journey Insights to understand “Dwell Times” at Points of Interest (e.g. Bakery Section), “Cold Spots” – where shoppers spent the least amount of time. Customer wanted to use this data together with Profiles of Shopper – “BUDGET Mum”, “Frequent Shopper Mum”. IoT Project 2: NB-IoT Alert from HVAC Digitize Predictive Maintenance Workflow Challenge: Customer wanted HVAC Fault Management to be installed on their assets to maintain proper environmental conditions that could affect customer’s manufacturing operations. Solution: HVAC Fault Management Alert (NB-IoT) is sent to Facilities Management Mobile Device Application that uses Augmented Reality (AR) software by Partner on the device to follow the digital work order procedure to fix the Fault improving to reduce OPEX. Outcome: Predictive Maintenance Solution to minimize customer Manufacturing Operations Downtime costs. IoT Project 3: Emulate Tier 1 Mobile Network Operator HQ as Airport for Customer BAA and Track Key KPIs. Challenge: Passenger Exp.: KPI (87% in 2023); Queue Time: KPI (52% waiting 0-5 minutes); Security Effectiveness (Governed by UK National Regulations (Compliance): Civil Aviation Authority (CAA) and Department for Transport (DfT). Solution: Deploy Indoor Location Solution using BLE Beacons (Accuracy +/- 1.5m) Emulate Building as Airport for Customer BAA. Outcome: Tracked customer journey from Check-in Desk, through Security to the gate to track the Queue Time. IoT Project 4: Building (Classroom) Air Quality Management Challenge: Manage Air Quality in a Classroom setting, Temperature, Humidity Solution: Working with SmartSense Partner Integrated their solution on IoT Platform and delivered the solution to Customer to add to their Catalogue of Solutions. Outcome: School Facilities Manager can measure the Temperature, Air Quality of the classroom to make adjustments for Energy Management, Air Quality for children with respiratory problems - Pollutants such as particulate matter (PM2.5 and PM10), ozone (O3), nitrogen dioxide (NO2), and sulfur dioxide (SO2) can worsen respiratory symptoms. Familiarity with EU GDPR, EU AI Act and Cyber Resilience Act (CRA) for Security. Experience with IoT Solutions on-premise or on-cloud or a combination of Both. Lead IoT/5G B2B Ecosystem Development consultancy with external partners. Ecosystem development/Business Plan Strategy involved Business Model development (Revenue Share), GTM with partners on behalf of end customers, vision and strategy for product positioning, new product development, product roadmaps and Solutions. Built partnerships with Large IoT Enterprises & IoT startups in AR, VR, AGV etc. and managed legal agreements. IoT Projects were delivered in an Agile Scrum manner for quick GTM. Built Huawei’s Internal IoT Incubator/Accelerator operation to identify key Startups.