Senior Application Analyst

• Feb 2023 - Present

Application Analyst

• Oct 2021 - Feb 2023

Working in the ‘student application services’ department of the university and resolving tickets from both students and staff within the universities ticket system;Using initiative and strong work ethic to show willingness to learn university processes, the student lifecycle, ITIL process and SITS (student information/ IT system) to aid my knowledge and ability to resolve complex queries/improvements;Analysing patterns and trends in tickets being raised by both students and staff to see what improvements can be made to try take a proactive approach to minimise tickets being raised;Becoming a key person and communicator to the Service Desk team to share knowledge and encourage on initial ticket resolutions for queries relating to Student Records and SITS;Training Service Desk team members and internal team members on the basic use of SITS as well as knowledge sharing of complex data/IT issues and resolutions;Becoming a key figure and contact in regard to graduation logic/text changes within SITS and testing these with stakeholders of the departments to ensure service improvements and changes are working correctly;Awareness and use of the change management process in the university/business as well as best practices of using our development, test and live instances when implementing service improvements and changes.Experience with raising and escalating tickets to other internal university teams as well as 3rd party vendors and using communication/customer service skills to ensure students, staff and internal teams are kept notified of issues and upcoming changes;Using my Excel experience to create macros for some daily tasks we perform and share knowledge with the internal team to improve speed, use and effectiveness of the tasks we perform;Gained knowledge on various university acronyms to help communicate quickly and effectively in meetings/conversations.Using SQL/Oracle queries to get required data and use Excel for data manipulation/reporting. Show less

Senior Application Implementation Engineer, Client Facing, Technical Support & Professional Services

• Nov 2019 - Jul 2021

Working in the professional services department of the business and providing key input on implementations of our cloud based manufacturing execution system; Providing onsite/client visits for current and potential customers mainly involving scoping days. These are very detailed meeting days that are required to implement ‘MES’ application. Generation of key detailed scoping documents which are a scope of works along with providing customers detail on how we will implement, phases and timelines etc based on results from client scoping. Configuration of the product using my knowledge of our product to build and implement the system based on the client scope Providing onboarding calls and training to the ‘project champion’ and managing any system tweaks required once running live on customers sites; Updating knowledgebase articles where required when new development features are created. Liaising with the board of directors in management team meetings on status of projects and deliverables; Using my network knowledge to help manufacturer’s IT teams to pre-determine any hardware/network requirements they may need to implement to better assist use of the ‘MES’ system. Informing the key members of the team based on customer feedback on new functionality required and managing this with all company stakeholders; Using initiative in learning new ways to implement and configure our product for customers with varied challenges all within the standard configuration options of our product to overcome these. Show less

Operations Engineer

• Nov 2018 - Nov 2019

Working for our U.S department doing the following (see www.imperosoftware.com) - - Using my broad technical knowledge around our product as well as visualising their classroom environment to make the best use of our system for the customer as possible. E.g. 1-1 device based environments, static lab based environment, device types (Chromebooks, windows and MacOS/iOS) & their network environment in general. - Becoming a 'Key Account' installer that involved doing installations for customer deals ranging between $200,000-$300,000 deals. These were more complex environments which required multiple servers being created, in depth analysis involving high concentration to make sure correct school devices would connect to the correct server (these were large U.S. School districts) for a correct first time approach. Multiple device types up to approximately 50,000 devices being deployed to. - Using my skills gained on the job to create Group Policies on school networks to deploy our software as well as google admin experience to deploy to Chromebooks. Also self research on group policy guides to create my own internal guides for various teams to fix issues caused by windows updates with our software. - Using my past Excel experience to create new processes for sales to stream line processes and improve our service/installations to customers with my managers and CME's approval. - Troubleshooting own installs or installs done by colleagues, this involved looking at various firewall/network set ups for school environments and making required changes to our servers as well as school servers to allow our software to work efficiently and to the standard our customers expect. - Raising issues to our 3rd line, QA and development team on issues seen with our product. Also liaising with our product team on multiple feature requests that could improve our system. - Nominated and won a company award by fellow employees due to my hard work ethic and input around the business. Show less

Systems Management & Production Planner

• Nov 2015 - Nov 2018

Main contact and responsible for resolving various IT issues such as; Terminating of ports & running creating of network points, Network troubleshooting, Local troubleshooting, hardware failure, issues relating to active directory/DHCP and other IT related issues. Liaising with our IT Helpdesk and Service provider regarding orders and troubleshooting serious issues including security, networking, PCI Compliance and other areas revolving around IT. Major role in helping create and install systems for a brand new second manufacturing site/office. Ranging from setting up new PCs to changing the previous networking infrastructure to suit new offices and manufacturing site. Discussing and creating new ideas/processes with different teams to make data driven applications and dynamic processes much more effective. Learning and self-teaching of new skills such as VBA and Macros in excel to make roles and processes more dynamic and effective. Responsible for troubleshooting and liaising with our systems supplier for software development in regards to our ‘Work in progress’ scanning system and CRM systems; Becoming one of the key figures and main contacts in the implementation of our CRM/ERP system which controls a large variety of areas such as clocking in and out for fire register purposes, payroll, responsibility of users scanning items and a customer interface to see live tracking for which products are at which station/stage in manufacture. Responsible for training the team and shop floor on how our tracking systems work as well as interpreting every departments requirement’s so the systems are tailored and suitable for each department and satisfy the users requirements as well as the business's needs. Reporting to the Commercial Director regarding progress with the systems and general IT including security, ideas and implementation with different systems used by the office and manufacturing. Show less

Mobile Telecommunications Office/Assistant Project Manager

• Jul 2014 - Nov 2014

Key figure in transferring 2000+ mobile phones for the biggest mental health trust in Europe using methodical processes and skills to transfer staff from the trusts mobile service provider Vodafone to EE; In conjunction with the EE Roll out project I have also been responsible for looking after and reacting to issues involving 6000+ mobile phones for the trust between myself and colleagues; Constant communication between three points of contact; our two mobile service providers and our internal customer (staff at the NHS) to make sure they had a working mobile and that the date of transferring from Vodafone to EE caused minimum disruption to the staff members that work in the mental health environment; First line support regarding mobile queries, this involved fixing our two main mobile brands; Nokia and Blackberries. Running diagnostic checks and saving the trust money where possible e.g. fixing the mobile on the spot rather than ordering a new one if and when possible; Accessing the Blackberry server to change user’s passwords on Blackberries, syncing their trust email account to their mobile device and training users on how to the use their mobile device; Updating multi excel spreadsheets with sensitive information regarding colleagues and staff members in reference to their mobile numbers, cost codes and other information; Ordering of new mobiles for new and current staff members through our mobile service provider and network portals; Analyzing processes and the development of new excel spreadsheets to make processes easier and the mobile administration team more reactive to staff mobile issues and requests; Close communication with various senior management members regarding reports, current processes and feedback on signal issues that are affecting staff in the Nottinghamshire region and that could be a severe risk to staff members and patients. Show less

Production Planner

• Jan 2013 - Jul 2014

Responsible for the planning of approximately 1250 Fire door sets per week and hitting the target of £2,000,000 turnover per month; Using Microsoft Excel formula to compare and analyse data against other data sources. This includes ‘IF’, ‘VLOOKUPS’, Pivot tables and other data/formula functions; Becoming a key figure in the planning and implementation of the company’s new system and the transferring of data from the old system using Microsoft Excel and formula techniques for data manipulation and correlation; Overseeing and supporting the production team consisting of the three people ‘Contracts Communicator’ & ‘Office Administrators’ to make sure we deliver customer satisfaction and to keep the processes within production running as consistently and efficiently as possible; Regular meetings with ‘Manufacturing Manager’ and ‘Manufacturing Director’ to discuss ‘Sales Order Processing; Make key decisions with ‘Manufacturing Manager’ to move projects into different delivery weeks depending on client requirements and if manufacturing capacity is overflowing. Show less

Customer Service and Software Development Apprentice

• Nov 2011 - Nov 2012

Part of first and second line support, involving liaising with client, defining requirements and implementing the requirements to a live system using CaseMaster® development framework; Knowledge of case management systems and working with Microsoft SQL Server, Windows Server 2003 / 2008, IIS, ASP, VB 6.0, XML, HTML and JavaScript; Communicating with customers via telephone and email to ensure the smooth running of their systems and to take note of any issues needing to be resolved; Using company ‘service desk to create requests and to liaise with clients directly to keep details and time against client's bugs/enhancement requests. General administrative duties including maintaining the company’s asset register, helping queue tasks for colleagues and forwarding emails to the company’s service desk and linking them to the relevant person/customer. Show less

Project Management Trainee

• Feb 2009 - Aug 2011

Coordinated one of the company’s biggest projects/contracts worth £500,000 from point of sales through to planning and production, hitting the customer delivery date on time and effectively whilst hitting our own KPI’s. Scheduling bespoke fire doors for major contracts using our bespoke system created from Microsoft Excel. This involved communicating and coordinating with several internal colleagues; Sales, production planning, fellow project managers and our internal customer coordinator team. Regular communication with customers via telephone and email as well as carrying out site visits to assess projects and collate information; Constant communication within varying departments to make sure nothing is wrong with door production or delivery and notifying customers immediately if these are affected. Inputting data into the system from sources including: the door schedule; architect floor plans; door elevation drawings and information given from customer. Assisting schedulers/project managers with day to day tasks, including typing emails, letters and communicating with other departments and customers; Printing and filing documents to release to the shop floor staff for the first stages of door production to commence; Working from architect drawings to determine door handlings and fire ratings; Assisting sales team with estimating, quotes and calculations. Assisted the planning team with reports for senior management and other key figures within the business. Show less