Experience

Rooftop Housing Group

• United Kingdom
• Facilities Services
• 1 - 100 Employee

• Business Applications Manager

  • Mar 2022 - Present

• Application Manager

  • Oct 2019 - Mar 2022



Cority Cohort

• United Kingdom
• Software Development
• 1 - 100 Employee

• Support Manager

  • Jan 2018 - Oct 2019

  Management of the Cohort Support Team, providing incident and service request management to our UK and International (Middle East, Australia, NZ) Occupational Health client base. Change & Problem Manager Client service reviews & escalations Process improvement and CSI Successfully implemented measurable SLA’s improved support processes, reduced customer escalations, introduced apprentices to the support team, reduced ticket resolution times, and implemented new ITSM software (Jira SD). Show less



Sanctuary

• United Kingdom
• Non-profit Organizations
• 700 & Above Employee

• Senior Application Support Specialist

  • Jan 2016 - Jan 2018

  Implementation of application projects, and support and improvement of existing applications to meet group strategy & provide the best possible user experience.• Problem Manager - designed/implemented & manage the Problem process • project management/business analysis/requirements & gap analysis of small/medium projects.•2nd/3rd line support of applications, including Northgate, Keystone, Lagan CRM, ReACT case management, Opentext, Liberty EDRMS, Synergetics Records Management, EvoSafe health & safety monitoring, data decommissioning & extraction.• Monitoring & support of company production & test application systems• 2/3rd line ticket resolution – proactive/reactive identification, test & resolution of issues• Root cause analysis/service improvement/ticket reduction through proactive application change• Software configuration• Change Board• Technical & user documentation & training• Stakeholder & supplier management • Incident, request, problem & change management in line with ITIL best practice• Service Improvement/Cost reduction• Statistical, KPI & management reports (Crystal, SSRS, SSMS, Excel)• Line management & deputising for App Support Team managerSoftware skills:• Reporting: advanced Excel user, SSRS, SSMS, Crystal reports, Business Objects• SQL (TSQL & Oracle)• Housing, Asset management, record manangement applications Show less

• IS Service Desk Team Leader

  • Jun 2014 - Jan 2016

  Ensuring that the team is delivering value to the business by providing high quality incident & request resolutions within agreed SLA’s. I have successfully lead the 15-strong Service desk team through a period of extensive change: The replacement of Finance, HR & Procurement systems with SAP, upgrade of ITSM software, the introduction of a self-service portal, the separation of incident and request tickets, and the transition from 100% in-house 2nd line support to partly Managed Service Provider (SAP only).• Generation and distribution of Landesk & Mitel metrics reporting and trending to Sr. Management, & 2nd/3rd line resolver teams.• Daily management of 15 Frontline Analysts supporting 9,000 internal customers (3 direct reports), logging approx. 9000 tickets per month.• Incident Management, Request Management, Problem Management in an ITIL centred Service Desk• Staff performance monitoring to ensure effective resolution of customer queries• Build and maintain effective working relationships within the Group to understand their requirements, ensuring the delivery of high quality services and system support.• Supplier management to improve internal/external support processes & maintain good supplier relationships.• Representation of Service Desk at project, change board & other meetings• Managing the recruitment, performance management and development of quality staff Show less

• Implementation & Support Specialist

  • Nov 2011 - Jun 2014

  Supporting housing applications - Northgate/ReACT/Keystone/Lagan.Analysis of customer needs to identify business application developments and enhancements, working with internal and external stakeholders to scope service and product improvements that meet the current and future needs of IS customers. Development and delivery of new and existing applications, and maintenance & support of existing systems. Support & troubleshooting of existing housing systems (SQL (oracle & SQL server), including Northgate, Keystone, Coldharbour, Kirona/DRS/Optitime (Repairs & scheduling) & Lagan CRM Show less



EBS (Electronic Business Systems Limited)

• United Kingdom
• Software Development
• 1 - 100 Employee

• Software Support Consultant

  • Mar 2011 - Nov 2011

  First and second line support and customer service for a software house, supporting their ASB suite of products. Customers mostly Housing associations & local authorities. Incident & problem management, software installation & upgrades, testing of software fixes. Also maintenance of web forum, customer training documentation. First and second line support and customer service for a software house, supporting their ASB suite of products. Customers mostly Housing associations & local authorities. Incident & problem management, software installation & upgrades, testing of software fixes. Also maintenance of web forum, customer training documentation.



Capgemini

• France
• IT Services and IT Consulting
• 700 & Above Employee

• Senior Service Desk Analyst

  • 2011 - 2011

  Senior first line support and permissions fulfillment. Active Directory, Citrix, Exchange Server, Microsoft Office & support of bespoke software for Environment Agency contract. Senior first line support and permissions fulfillment. Active Directory, Citrix, Exchange Server, Microsoft Office & support of bespoke software for Environment Agency contract.



Oakland Community College

• United States
• Higher Education
• 700 & Above Employee

• Student

  • Jun 2007 - Oct 2010

  Web Master modules Web Master modules



HM Prison and Probation Service

• United Kingdom
• Government Administration
• 700 & Above Employee

• IT Administrative Officer

  • 2006 - 2006

  IT support (mostly desktop) for hardware/software Design of internal websites, spreadsheets, databases End user training Monitoring of outsourced It helpdesk tickets IT support (mostly desktop) for hardware/software Design of internal websites, spreadsheets, databases End user training Monitoring of outsourced It helpdesk tickets



WJEC

• COBOL Programmer

  • Jun 1996 - Jun 2001

  Desktop Support COBOL programmer Build and software installation on user pc's End user training. Desktop Support COBOL programmer Build and software installation on user pc's End user training.