Category: Professional Staff

Kam Chaggar, IT Service Management Lead, ICT 

“I really enjoy being part of a team that puts customers first and allows a better customer and student experience.”

I joined Imperial College’s ICT department in March 2019 as a Customer Services Manager for Support Services, I met some talented and inspiring people and made some friends along the way. The best part of this role was being able to help, guide and provide solutions quickly to my customers, especially during the COVID19 pandemic. 

In 2020 I took on the role as IT Service Management Lead looking at a customer-focused approach to delivering information technology. Having worked in this industry for over 13 years and being fortunate enough to be guided by one of the co-authors of the globally recognised framework ITIL, I am passionate about being able to focus on providing value to customers and building customer relationships.  

Some frequently asked questions and issues from customers are “Where do I find information? What services do ICT support? I don’t have access, or it’s expired. I’m unable to log in.” My role involves reducing these types of issues by designing processes that underpin and drive efficiencies for the services ICT deliver. This includes looking at areas where a lot of time and manual effort is being spent and exploring how this can be digitally transformed by levering technology to automate recurring tasks that deliver better customer experiences.  

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Nicole Pires, Content Marketing Manager, Business School

“With such a varied and busy workload – it’s safe to say there’s never a quiet or dull day in my role!”

I studied journalism at university before working for a fashion brand in Australia where I discovered a love for digital content.  After moving to the UK four years ago I started working at the Business School in the Programmes Marketing team. 

I lead the Content Marketing team to create and produce inspirational and practical content for prospective MBA, Master’s PhD and Summer School students. We target all stages of the student recruitment journey, from deciding whether to apply, the application process and receiving an offer.  

Our content comes in many formats, including blog posts, videos, photography and student profiles. We recently produced our first podcast series and our Student Content Creator scheme, which allows students to share their authentic Imperial experience, has helped increase our blog users by 20%.  

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Suzanne Hoy, Technology Delivery Manager, ICT 


“I am currently studying a degree apprenticeship in Project Management to further my knowledge”

I currently work as a Technology Delivery Manager in ICT having previously worked in the external events team. I never saw myself working in ICT as I thought it was too technical, however I have surprised myself with how much of a geek I am! I love learning about how things work “behind the scenes” and seeing that transposed on a client facing system. I now work with staff across the College on projects which improve student administration and experience. 

I am currently studying a degree apprenticeship in Project Management to further my knowledge on areas I have had little exposure to thus far. I’m formalising my current work experience into a recognised qualification as part of my career development. 

So far, the degree has not only provided taught content, but a network of colleagues from different industries who offer insights into project control and management in other workplaces. It has also provided a great support network as deadlines loom and panic sets in!  (more…)

Louis Reitmann, Export Control Support Officer, Research Office  


“With so much LGBT+ visibility on campus, I felt empowered to be true to myself”

Having recently binged ‘And Just Like That’, a spinoff of the 90s hit show ‘Sex And The City’, I feel like Carrie Bradshaw writing this blogpost. So, let me begin by borrowing Carrie’s iconic phrase. I couldn’t help but wonder: What is it like to work at Imperial as a young, gay man? 

As Export Control Support Officer in the Research Office, I help Imperial’s academics protect their research from being misused, for example, in human rights violations or weapons development. My team and I train researchers on export control regulations and help them collaborate with overseas colleagues and funders safely. I’m very proud of the contributions to national security we make together with our researchers. 

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Kalpna Mistry,  Staff Network Coordinator & Disability Advisor – Equality Diversity and Inclusion Centre, Human Resources Division 

“I help staff talk more openly about their disability needs and advocate on their behalf, and I also help managers who wish to support their disabled staff.”

Since joining the College as an administrator many moons ago, my role has grown to one that helps steer the staff networks. They have been an incredible source of engagement during lockdown and I am thrilled to see them flourish and deliver topical events pertaining to inclusion. The staff networks increasingly highlight and celebrate the many intersectional elements of diversity through their activities and campaigns. I’ve even taken part myself when I was interviewed on Imperial as One’s Belonging Series. 

I love seeing people develop and thrive and so I love being a co–facilitator on the Calibre and Impact courses where I facilitate training and the one-to-ones with the delegates. Being a College coach also feeds my desire to see others progress, as does being a staff disabilities adviser and Harassment Support Contact. 

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Doris Pappoe, Postgraduate Administrator, Department of Chemistry


“I support and advise students from their initial application to their graduation.”

I have been working at Imperial for 35 years. In my role as Postgraduate Administrator in the Department of Chemistry, I am responsible for PhD recruitment and training activities.

I manage and co-ordinate all aspects of postgraduate administration. This includes processing PhD applications, making offers, and welcoming new students to the department. I work closely with the Director of Postgraduate Studies and the Research Student Manager.

I like the varied and interesting aspects of my job. During a normal week, I may be answering queries from staff and students or processing applications for admissions. I also help administer the President’s PhD Scholarships.

I am there for students from the beginning and advise them throughout their time at Imperial. I become part of their journey and help them be successful, and their success is (partly!) a result of my support. It is really special to see students through their assessments and watch them pass their vivas and attend their graduation in the Royal Albert Hall.

The role offers a high level of interaction with staff and students at all levels. I lead the supervisors and students through our processes and explain our policies, rules and regulations and what is expected. As that point of contact, the staff rely on me to guide them.

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Sara West , Communications Manager, Chemical Engineering 

“I was fortunate to join Imperial’s Calibre leadership programme, which I highly recommend to anyone with a disability.”

As a communicator I enjoy mending the gaps in information transmission, to better connect people with science, or services.   

One of my proudest achievements at Imperial has been winning the President’s Award for Culture and Communication (Team Award) as part of the Chemical Engineering Student Communications Group, who have worked incredibly hard to ensure that students have remained informed and engaged during the pandemic.   

I’m regularly told: “But you don’t look like you have a disability”. My condition is largely hidden, unless you happen to catch me wincing in pain or falling asleep at my desk from fatigue. Unfortunately, this has happened. It took almost two years to receive a diagnosis, during which time my biggest fear was the future and trying to imagine having a successful career while managing my symptoms.  

I was fortunate to join Imperial’s Calibre leadership programme, which I highly recommend to anyone with a disability. The course had a profound impact on my sense of self-worth and my confidence in speaking up for myself and others with disabilities. I hope that one day the lessons from this course are embedded within training for all staff and managers, not just those with a condition. The scale of change that’s needed in society is daunting, but I have to remain optimistic that one day a person with a disability isn’t automatically faced with the question: “Are you sure you can do this job?”   

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Janice Man, Graphic Designer, Business School

“I turn ideas into visual images to communicate a message.”

I wouldn’t describe my recent career as a journey, but a two-minute walk. I was a graphic designer at the Science Museum before joining the Business School. At the museum, I could be designing for a gene editing exhibition one day, then toilet direction signs the next. Now I get to work with academics, who are as passionate about Microsoft PowerPoint as they are about digital transformation. 

I’m the Business School’s graphic designer. For anyone new to this role, I turn ideas into visual images to communicate a message. A client submits a design brief and I interpret it creatively to meet their needs, while keeping within the brand guidelines. My specialism is information design. This is the practice of presenting information in a clear and accessible way for users. 

During the week, I could be working on anything from full digital campaigns to pull up banners for the annual conference, or a 60-page report on clean energy investing. Throughout lockdown, I worked with the Student Experience team on concepts to encourage student engagement. Client feedback is really important – after a few minor edits, I usually finish jobs at around version 11.  

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Dr Albert Busza, Clinical Imaging Facility Manager, Department of Brain Sciences 

“I’ll work with the radiographer or physicist to see if I can optimise a scanning method so that we can help the researchers with their studies.”

After getting a degree and PhD in biochemistry, I worked as a postdoc in magnetic resonance spectroscopy. This led to ten years working in industry before I moved to Imperial to manage the Clinical Imaging Facility. 

We are a small department with an MRI scanner and a PET scanner supporting research performed by the College and external groups, such as the NHS and clinical research organisations. The scanners help researchers answer questions such as how the brain functions following traumatic injury. We help the researchers to develop or refine imaging techniques to address their research questions. 

Although the technologies used by the scanners are very different, they are complementary. The MRI can be used to assist many clinical diagnoses, whereas the PET scanner, which uses radioactive tracers, is mainly used for research studies, including cancer and dementia. There are numerous ways of innovating with MR images and, if the scanner is free, I’ll work with the radiographer or physicist to see if I can optimise a scanning method so that we can help the researchers with their studies. 

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John Aouad, Disability Advisory Service Administrator, Education Office 

“I love getting rid of manual processes and replacing them with automated systems – I get the computer to do all the hard work!”

I have worked in education and inclusion for most of my career. I spent ten years working in the UK, China, and Taiwan teaching English. When I returned to the UK, I worked on the National Citizen Service programme with 16/17-year-olds ensuring the programme met its inclusive targets.    

I joined Imperial’s Disability Advisory Service in January 2019, in a new role as its administrator. I have been working on operational projects to improve the service for both students and staff. This has included implementing an online booking system that allows students to book appointments directly with the team, improving our CRM database, relaunching and managing our website and leading on the transition to Office 365. I am now working on a comms project to ensure students know about what we do.   

Mostly, I love getting rid of (or reducing) manual processes and where possible replacing them with automated systems – I get the computer to do all the hard work! My colleagues have appreciated that I have made the service a lot more streamlined as I have simplified many processes. They spend less time clicking buttons and doing data entry, and more time focusing on supporting students.   

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