Experience

TEAM Software

• United States
• Software Development
• 1 - 100 Employee

• Software Support Consultant

  • Dec 2020 - Present



Marston's PLC

• United Kingdom
• Hospitality
• 1 - 100 Employee

• Retail Systems Technical Support Team Leader

  • Apr 2016 - Dec 2020

  Managing the day to day operation of our central server and related procurement systems for both inbound and outbound data supply. Ensuring the integrity of all data within the central server, associated user and systems interfaces. Chair collaborative support meetings and ensuring the support team delivers the best possible customer service. Ensuring peaks in workload are managed with the appropriate staff levels, and troughs are taken advantage in terms of proactive or development activities.• Reviewing system alerts and taking necessary action to avoid, minimise or resolve system issues. • Involved in the setup of our new Helpdesk Logging System which utilized Microsoft Dynamics 365• Working extensively with Windows 7/10, Server 2012 to 2019, Active Directory, MS Exchange and Office 365• Analysis/Reporting - Using available tools to produce reports proactively as to identify support problems.• Build relationships with internal and external support partners to deliver a collaborative support service. • Manage support issues from point reported through to confirmation of issue resolution.• Implementing projects such as new Hotel PC roll-out, included Server build and end user PC configuration • Maintain the support issues, via CRM, to keep all stakeholders informed of issues, actions and status.• Supporting the Integrity of Data such as Credit Card and Tenders Data via MS Azure, SQL Studio and DBeaver. • Escalate issues to the appropriate stakeholders for trade affecting issues.• Ensure the Support team delivers the best possible customer service and technically expert support.• In-house Application Support involving install, configuration and support of be-spoke applications• Prioritise Support team workload and manage a variety of tasks.• Regular 1-2-1 performance reviews, objective reviews and supporting team staff through training.• Supporting the Roll-Out of the Beanstore EPOS system in association with Flooid (formerly PCMS).

• EPOS Technical Support Analyst

  • May 2011 - Apr 2016

  To provide technical support and assistance to our Retail Managers and Staff on the usage of both our EPOS tilling system and our Guestline hotel system. Responsible for the resolution, technical support and ongoing service improvement within EPOS and in-house IT systems.• To provide a front-line response to house queries and 2nd/3rd line technical problems.• Manage data procurement systems (including data transfer, loading, validation and upgrades)• Providing application and hardware support for over 1000 sites of our systems.• Resolving problems with NT, Windows XP and Windows 7 alongside TCP/IP and DHCP configuration.• Disaster Recovery when we experience server failures and Software/Firmware upgrades.• Monitor central system procedures and taking remedial action where necessary.• Supporting projects as they are assigned such as till rollouts across sections of the estate.• To manage the communications infrastructure between Head Office and pubs.• Troubleshooting LAN Issues alongside Network Management.• Use of Remote tools such as Remote Desktop, VNC, LANdesk, NetOps and PC Anywhere.



BT Expedite

• United States
• Truck Transportation

• QA Test Analyst

  • Sep 2009 - May 2011

  To develop and execute scripts for projects within the allocated timeframe. Identify, analyze, and document all programming errors and operational characteristics that are inconsistent with stated requirements and design specifications. Responsible for the analysis, reporting and communication of test results on all assigned projects.• Apply ISEB industry standard methods to day to day testing, such as positive/negative testing, equivalence partitioning, value boundary analysis, basic software validation rules and data entry rules.• Review Requirements, Functional Specifications and Technical Design documents and extract test requirements, test functions and test conditions. • Provide analysis of test results to assist with product improvement and provide test reports. Ensuring that software releases work and function as designed.

• Technical Support Analyst

  • Aug 2006 - Sep 2009

  Providing 2nd/3rd line remote EPOS support to various Retail clients. This involved a number of stores (Domains) and thousands of tills. Provide support for hardware (IBM, Vista and Baron McCann), software (Coalition/POS) and the network. Involved in the rollout of the new hardware/software, providing support for any issues that occurred.• Troubleshooting software, network components, break fix workarounds, product training and Incident Management to SLA agreements alongside planned changes and upgrade activities.• Being on-call out-of-hours. This was required to make sure the automated processes had no problems. E.g. Ensuring sure price files/departmental changes were processed correctly overnight.• To find the underlying root cause of problems that occur. This involved resolving problems from a variety of clients including Halfords, Primark, New Look and Lloyds Pharmacy.• Extensive knowledge of Windows 2000/03 Server, XP, Vista and Active Directory• Extensive knowledge of Network Management, TCP/IP, DNS/WINS/DHCP• Further knowledge of SQL Scripting and SQL Server 2000/2005 and remote tools such as Remote Desktop• Extensive knowledge of software analysing/troubleshooting/testing Backup/Recovery• Extensive knowledge of troubleshooting LAN issues Software/Firmware upgrades• Sound knowledge of Retail procedures with management of IT systems• Third party applications such as SolveSE, Xcellenet, Remoteware, Afaria, Retail Logic and WorldPay Portal• Knowledge of ITIL processes



DSGI

• Printing Services
• 1 - 100 Employee

• Field Service Engineer

  • Dec 2002 - Aug 2006

  Responsibilities;Responsible for providing 2nd/3rd line support for hardware, software, network and bespoke EPOS solutions. Delivering professional customer service and working to SLA’s. PC builds and installations to client specific needs. In charge of co-ordinating roll outs and upgrades, from operating systems to application upgrades, including installation, configuration, support and training. Skills Gained; Extensive knowledge of Windows 2000 Server, XP Pro, Exchange and LinuxSound knowledge of installing and maintaining operating systems Installing and upgrading a variety of hardware and softwareProviding network, hardware and software support Sound knowledge of various Antivirus & Gateway softwareExtensive knowledge of network infrastructure Extensive knowledge of designing/implementing a Wireless networkExtensive knowledge in troubleshooting LAN/ WAN issues