Experience

Bliss-Systems

• United Kingdom
• Software Development
• 1 - 100 Employee

• Software Developer

  • Jun 2021 - Present



Volkswagen Financial Services (UK)

• United Kingdom
• Financial Services
• 700 & Above Employee

• LBA (Local Business Apps) Analyst Developer

  • Sep 2017 - Jun 2021

  Milton Keynes, United Kingdom

• Applications Support Analyst

  • Aug 2015 - Sep 2017

  Milton Keynes, United Kingdom Responsiblites: Provide highly technical and analytical SME ownership of application related incidents specialising in bespoke Web based applications and databases. Work alongside Change Management and Project teams to plan, prepare and support major system releases and adhoc deployments. Maintain and monitor system integrity through the implementation and reaction to Event Management in conjunction with updating of essential licenses and frequent data loads. Use trend analysis and… Show more Responsiblites: Provide highly technical and analytical SME ownership of application related incidents specialising in bespoke Web based applications and databases. Work alongside Change Management and Project teams to plan, prepare and support major system releases and adhoc deployments. Maintain and monitor system integrity through the implementation and reaction to Event Management in conjunction with updating of essential licenses and frequent data loads. Use trend analysis and proactive approaches to identify operational opportunities to reduce incidents and increase efficiency within the department’s processes. Provide a point of contact and specialist input for Major Incident Management in the event of high priority incidents occurring. Successes: Involved as a SME in numerous high profile projects to impart knowledge, shape requirements and aid in the smooth transition of new functionality and upgrades to core IT systems. Facilitated in a reduction of over 750+ reoccurring incidents through the in-depth root cause analysis conducted on the most impactful Problem Management tickets affecting the team. Involved in a number of initiatives to extend the visibility of IT out to the wider business used to promote services and strengthen working relationships. Obtained cetifications in both ITIL Foundation v3.0 & ITIL Intermediate Continual Service Improvement.



Volkswagen Financial Services

• Germany
• Financial Services
• 700 & Above Employee

• Technical Support Analyst

  • Jun 2013 - Aug 2014

  Milton Keynes, United Kingdom Working within the IT Operations department as a first line Technical Support Analyst to a customer base of approximately 800 internal staff and all national dealerships including Ireland via phone, email and self-service ticketing. I provided remote support to both software and hardware issues spanning numerous systems including Windows Operating Systems, all SAP and Microsoft Applications, Apple Devices, Connect OnLine (EPOS System) and numerous other bespoke applications. I ensured to… Show more Working within the IT Operations department as a first line Technical Support Analyst to a customer base of approximately 800 internal staff and all national dealerships including Ireland via phone, email and self-service ticketing. I provided remote support to both software and hardware issues spanning numerous systems including Windows Operating Systems, all SAP and Microsoft Applications, Apple Devices, Connect OnLine (EPOS System) and numerous other bespoke applications. I ensured to uphold high standards of work proven by my consistently high contributions to team goals in which an SLA of 90%+ was achieved monthly and by being one of the top analysts within that team for providing first time fixes. Core duties include: • The resolution/management of IT related incidents at a first line level. • Liaising with key stakeholders via communications to update and inform regarding High Priority incidents. • Elicitation/extraction of information from end users used in order to resolve or aid in obtaining a fix. • The maintenance and updating of policies and procedures in order to benefit/aid both future and current employees. Successes: • Took part in a new initiative and was a member of a two person Live Helpdesk team in order to present and increase knowledge of IT to the business. • Initiated change and provided key contributions into the modification and implementation of new procedures including a redesigned High Priority communication template. • Successfully and efficiently maintained the responsibility of overseeing the resolution of high priority incidents and their communication out to key stakeholders and the business. Show less