IT Technician

• May 2020 - Present

IT Support Supervisor

• Oct 2017 - Jan 2020

- Windows Imaging via Microsoft Deployment Workbench (MDT) - 2nd Line Support on Windows and Macs - Windows Imaging via Microsoft Deployment Workbench (MDT) - 2nd Line Support on Windows and Macs

Release Coordinator EMEA

• Nov 2014 - Jan 2016

- Define and agree the Release Management framework with key stakeholders across EMEA business lines - Plan major releases and interim patches, including coordination with regional and global development teams, environment configuration and communicating regular updates to the business - Continually review and reduce risk to ensure good Release Governance, resulting in fewer out-of-hours updates, an increase in successful in-hours upgrades and a significant reduction in downtime and production incidents - Act as product champion at CAB meetings to present upcoming releases and awareness of changes to infrastructure and other related systems Show less

Release Management Administrator

• Oct 2013 - Oct 2014

- Control and maintenance of Production and Test servers- Continuous Integration methodology – source code repository (SVN), build automation (CruiseControl.NET), deployment (manual and scripted)- Business critical projects including: Disaster Recovery, System Standardisation and Operational Cost Reduction- Skills: Continuous Integration (CruiseControl.NET), SVN code repository, Windows Servers, IIS

Incident Management Agent

• Sep 2012 - Oct 2013

- Support of systems handling over 1 million transactions per day- Incident identification, recording and resolution through technical expertise and liaising with internal support teams and 3rd party suppliers- Proactive investigation and defect discovery from event monitoring and analysis- Skills: MySQL, ITIL, MS Excel

Director

• Jan 2012 - Nov 2013

- IT contracting and consultancy (see Operations Analyst at Capita below) - IT contracting and consultancy (see Operations Analyst at Capita below)

Operations Analyst (contract)

• Jan 2012 - Jun 2012

- Service Management Toolset Administration - Consultancy - Service Contract Take On - Security Clearance (NPPV and SC until December 2014) - Service Management Toolset Administration - Consultancy - Service Contract Take On - Security Clearance (NPPV and SC until December 2014)

Service Desk Manager

• Jun 2010 - Dec 2011

- Responsible for the day-to-day running of the Service Desk and its staff- Ownership of the Incident and Release Management processes- Provide first and second line technical support including Incident, Problem, Change, Asset, Knowledge and Event Management software- Data manipulation and reporting using MS Excel and Crystal Reports

Service Management Consultant

• Jan 2005 - Jun 2010

- Analyse system requirements; install and configure software- Deliver on-site consultancy, upgrades and system heath checks- Administrator and user training for customers and staff on software suite- Technical expert providing second/third line support

Support Analyst

• Jul 2003 - Dec 2004

- First Line Support of Hotel Reservation Software, Telephone and EPOS Till Systems - Manage installations, engineering resources, repairs and service stock - First Line Support of Hotel Reservation Software, Telephone and EPOS Till Systems - Manage installations, engineering resources, repairs and service stock

Data Processor

• Oct 2002 - Jun 2003

- Data entry of Visa applications - Fraud and Money Laundering checks - Data entry of Visa applications - Fraud and Money Laundering checks