Experience

Baillie Gifford

• United Kingdom
• Financial Services
• 700 & Above Employee

• Senior Support Analyst

  • Dec 2022 - Present



CGI

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

• Lead Application Support Analyst

  • Jun 2017 - Dec 2022

  Originally recruited as a Senior Application Support Analyst was promoted to Lead in March 2021 Working within Application Support on the City of Edinburgh Council account I have been responsible for supporting and protecting current service as well as implementing changes as requested by the Customer. Oracle applications residing on UNIX. This includes supporting Third Party and Bespoke applications. Analysing incidents, providing timeous fixes or workarounds. Working with the customer to produce enhancements or upgrades to the current applications from original request through to implementation. Accepting Handover of new applications from Development ensuring necessary documentation is in place and meeting standards to allow the team to support the service. Building a document repository via use of OneNote to aid cross-skilling across the Apps team and make known issues and tasks easier to identify and get corrected by others within the team Knowledge Transfer – spending time mentoring newer team members to learn technologies and applications by means of documentation, led one to one training systems and suggesting training to help them attain skills. Management of certain team functions – stepping in to manage High/Critical Incidents when occurring, taking lead for team meetings when management team are unavailable, assisting other team members as a technical expert to assist with issues and suggest solutions Show less



Aggreko

• United Kingdom
• Utilities
• 700 & Above Employee

• Infrastructure Analyst

  • Mar 2016 - Jan 2017

  Employed for a fixed Term Contract to cover a long term absence • Responsible for administration and maintenance of operational systems and in particular, SQL Server and Oracle based applications running on Unix and Windows platforms. • Monitoring systems, investigating anomalies and resolving system alerts within the applications and/or systems. • Provision of support to the Service Desk to resolve incidents and problems less Employed for a fixed Term Contract to cover a long term absence • Responsible for administration and maintenance of operational systems and in particular, SQL Server and Oracle based applications running on Unix and Windows platforms. • Monitoring systems, investigating anomalies and resolving system alerts within the applications and/or systems. • Provision of support to the Service Desk to resolve incidents and problems less



HP

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Senior Technical Support Analyst

  • Nov 2014 - Feb 2016

  within European Event Automation Application Support Recruited to work within European Event Automation Application Support to become Subject Matter Expert for a large new build Service Management Application transitioning from Development to Production • Involved with the Engineering team to assist in development and implementation including interfaces with other HP applications. • Involvement in Performance and Integration testing as well as Lead Support technician for Global pilot • Global Involvement in rolling out across the three Regions of the world including coaching other support analysts in implementation and customizing interfaces for support purposes. • Running Knowledge Transfer sessions presenting uses of the system and liaising with the Engineering team to ask for enhancements. liaising with Systems Analyst to support System testing and transitioning through to User Acceptance Testing prior to implementation. • Part of a team providing 24/7 Support for a variety of European Event Automation Applications including being part of an on-call rota one week in six. This involved cross-skilling in SQL Server to provide support to systems. • Providing further support on a Global basis for the Service Management Application as Global Support SME Show less



Scottish Environment Protection Agency

• United Kingdom
• Environmental Services
• 400 - 500 Employee

• Application Programmer

  • Oct 2013 - Oct 2014

  Employed for a fixed Term Contract to develop a back end repository to support a new website. • Building and unit testing an Oracle 11g database and associated SQL plus packages to support a front end website. • Liaising with Systems Analyst to support System testing and transitioning through to User Acceptance Testing prior to implementation. Employed for a fixed Term Contract to develop a back end repository to support a new website. • Building and unit testing an Oracle 11g database and associated SQL plus packages to support a front end website. • Liaising with Systems Analyst to support System testing and transitioning through to User Acceptance Testing prior to implementation.



abrdn

• United Kingdom
• Financial Services
• 700 & Above Employee

• Technical Support Analyst

  • Feb 2003 - May 2013

  Working within Application Management I have been responsible for enhancing, supporting and protecting current service. Working, mainly with Oracle applications on an AIX operating system, examples including Bespoke and off the shelf packages. Also working with the mainframe feeder systems and having continuous exposure to Lotus Note Applications. • Analysing problems and incidents. Responsible for analysing problems or incidents, suggesting fixes, liaising with the customer and agreeing estimates and timescales before executing the work necessary. This work involved a mixture of COBOL, JCL, UNIX shell script, Oracle SQL Plus script, Oracle Stored Procedures or scheduling changes. Also use of Oracle Warehouse Builder and Oracle Application Express and exposure to standard ETL systems.• Identifying Enhancements. Liaising with customers to suggest improvements to their current system including their methods of working then producing design documentation to support this and following through to final implementation.• Accepting Handover of new applications from Systems Developers, ensuring necessary documentation was in place and meeting standards to allow Application Management to support Production systems and maintain service.• Detailed Analysis. Within Application Management a lot of analysis was required as the problem or incident may not be easily identifiable and had to be traced back to source, which could take many hours of tracing through poorly documented systems, working to build and improve support documentation as part of the correction process. • Work Allocation. As Analyst I was responsible for high level triage on incoming incidents, allocating priority and providing estimates to the Business User prior to allocating to the correct team member to progress. Show less

• System Analyst

  • Mar 1995 - Feb 2003

  Working within Systems Development I worked primarily on systems involving Oracle databases as their back end repositories. I had various roles working as both a Developer, an Analyst and a Lead Analyst on projects including large scale Marketing and Customer Statements. Reporting to project managers I worked in large teams to work towards producing a final product. My duties included: • Attending analysis and design meetings with Business users and other departments, including Database Design and Change Management.• Producing Technical Design, High Level Analysis and Program Specification Documents.• Building Oracle SQL Plus scripts and UNIX shell scripts to load and transform data to Oracle databases.• Building COBOL programs and associated JCL. • Systems testing and supporting Business Acceptance Testing, including sourcing test data.• Producing Handover documentation for Application Management and liaising with members of staff to ensure application handed over in a supportable format. Show less



Bank of Scotland

• United Kingdom
• Banking
• 700 & Above Employee

• Computer Programmer

  • May 1990 - Mar 1995

  Primarily based within the Branch Account and Visa Card Services teams, my work in this area was mainframe based – mostly COBOL and Assembler with DB2 and JCL skills also required to support this.• Building new programs as well as changing existing ones as per program specifications provided.• Producing design documents and program specifications after consultation with Lead Developer within Team.• Supporting testing of all changes as well as producing implementation plans and liaising with the change implementation department to ensure standards adhered to. Show less

• Computer Operator

  • Jun 1988 - May 1990

  This was a shifted job which required a three shifted pattern including night shift. I worked within a medium sized team of 18 people to maintain a 24-7 computer service for Bank of ScotlandMy duties included: • Monitoring the systems and auto tellers and ensuring all systems were functioning – this involved liaising with other departments and calling out staff to aid and help maintain service.• Producing microfiche and printed output as well as ensuring the machines were maintained and kept stocked.• Scheduling overnight backup jobs and watching for their completion as well as intervening in the job flow if required. Show less

• Customer Service Officer

  • Apr 1986 - Jun 1988

  • Office Administration. Talking to customers, helping the fill out application forms and undertaking the back office tasks to follow the application through to final product.• Terminal Operator. Processing all transaction and applications through an electronic terminal entry system.• Teller. Working with customers and cash, responsible for maintaining my own cash drawer as well as taking turns at balancing the whole branch cash system. This also included foreign transactions and dealing with large business accounts. Show less