Dynamics 365 CE Support Consultant

• Jul 2021 - Present

Application Support Analyst

• Aug 2016 - Jul 2021

Application support and development for customers in the public sector, specialising in Microsoft Dynamics 365 support, customisation, and solution deployment. Support for other bespoke and COTS web applications built on the Microsoft stack, and hosted in Azure cloud services. - Support for Dynamics 365 applications, particularly Dynamics Customer Engagement, and Power Apps features utilising Dataverse, Flows, Power Automate and Canvas Apps. - Impact Assessment, planning and development of customer change requests, for updates and additions to existing D365/Power Apps application functionality. - Management and development of change-controlled D365 and Power Apps application bugfix solutions. - Application support in accordance with ITIL incident management process. - Escalation of platform issue to Microsoft Premier Support, and collaboration in delivering issue resolutions. - Continuous service improvement, maintenance of knowledgebase and documentation. Show less

Application Support Analyst

• Sep 2014 - Aug 2016

First and second line application support for customers in the public sector, covering a range of over thirty distinct business applications, from commercial off-the-shelf (COTS) offerings to bespoke web applications utilising the Microsoft stack (.NET, IIS, MSSQL). - Investigation, reconfiguration and smoke testing of supported applications following migration from the incumbent supplier. - Application support in accordance with ITIL incident management process. - Escalation to and liaising with third-party COTS suppliers where necessary. - Continuous service improvement, maintenance of knowledgebase and documentation. Show less

Games Management Systems (GMS) Manager

• Jul 2013 - Aug 2014

Planning, delivering and supporting Games Management Systems used prior to and during the Glasgow 2014 Commonwealth Games. Also responsible for the support of over fifty established Games Management Systems.- Delivery of incident management and ticket request solution using LANDesk Service Desk, utilised by multiple business areas throughout games-time.- Supported application technologies included MSSQL, IIS and Java for web-based apps, and also MS Access-based applications.- Development of Excel VBA solutions to support other functional areas, where budgetary or time constraints prohibited the implementation of supplementary systems. Show less

Information Technology Services (ITS) Delivery Administrator

• Jul 2011 - Jul 2013

First and second line support for Microsoft Server 2008 and Windows 7 platforms, plus a wide range of software and applications - Office 2010, Simpana CommVault, Sophos Endpoint Protection, Sophos SafeGuard Encryption, Skype and VoIP management.- Helpdesk support in accordance with ITIL incident management process.- Ownership of admin and support for key business applications - CommVault, SafeGuard, BT proprietary VoIP, MS Office.- User and mailbox management via Active Directory and Microsoft Exchange.- Hardware support for Dell and HP servers, mixed desktop PCs, printers and bespoke AV equipment.- Continuous process improvement, maintenance of knowledgebase and documentation. Show less

Operational IT

• 2008 - 2011

Installation, management and support of centralised applications across Microsoft Server and Windows platforms, including Khaos Control, Sage ACT!, AVG, Open-AudIT, and ELAS Employersafe. Onsite and remote support provided via email, phone and remote access, to Glasgow HQ and regional offices in the US, China, Taiwan and Singapore. - Management of site and content hosting via Apache, Microsoft Expression Web, CSS and HTML, and Summer Cart CMS. - Successfully planned and executed site transitions to new CMS and web hosting services, utilising MS Project for planning. - Onsite first/second line desktop and infrastructure support, liaising with external third line infra support provider for escalations, upgrades and updates. - Global admin of users, groups and comms via MS Active Directory, Exchange, Asterisk VoIP PBX and Skype. Show less

Technical Support Representative

• 2007 - 2008