BI Developer

• Jan 2019 - Present

SQL Developer

• Sep 2015 - Dec 2018

Systems Administrator

• Jun 2012 - Sep 2015

Job PurposeDevelop Crystal Reports using SQL Server for multiple customersTo maintain the reference data held on assyst and ensure its integrityTo provide day to day support to the assyst user baseTo promote best practise use of assyst to meet ITIL Service Management goalsTo ensure assyst configuration supports ITIL processesKey ResponsibilitiesBusiness Intelligence DevelopmentResponsible for design, development and testing of ReportsMaintenance, and support of the Business Intelligence tools and underlying technologiesWork with project lead and business users to gather requirements, conduct analysis and prioritize requestsDesign and implement the data loading and publishing processes within the BI environmentTranslate project requirements into functional and technical specifications for BI reports and applicationsEnsure a focus on information/data quality by developing enterprise data standards such as a common business vocabulary, naming conventions, data standards, transformation rules and related specificationsContribute to and support the organisation's Business Intelligence architecture and strategy definitionNegotiate and agree scope and timescales with users to achieve best possible match between operational needs and BI system suitability and capability Axios assyst DevelopmentCustomising menus and forms to match organisation needs as agreed with Process Leads.Set-up and on-going maintenance of the assyst database Infrastructure, attributes for effective Event Management and Maintenance of Service Level AgreementsTraining new assyst users in the use of the toolCreating and maintaining an assyst user guideTesting upgrades to the system when a new version or patch becomes available and Involvement in future assyst functionality exploitationResponsible for diagnosis and fixing incidents relating to assystSetting up and on-going maintenance of Asset data for Configuration ManagementDesign and implementation of Smartmail templates Show less

Service Desk Analyst

• Apr 2011 - Jun 2012

Key ResponsibilitiesShared Service Desk supporting 5/6 Customers1st line Desktop Support Dealing with service calls, emails and web tickets in an appropriate manner; logging, and directing to the correct team in accordance with SLAs. Recording all interaction, and ensuring they are dealt with as effectively as possible Taking ownership of all incidents and service requests ensuring they are logged, prioritised, categorised as appropriate leading to effective diagnosis. Providing regular updates to customers/internal teams/management as appropriate Contributing towards making interaction with IT Services easier, and improving customer service. Providing software support services across a range of industry standard applications and operating systems Providing remote hardware support services across standard desktop/laptop environments. Working in a client facing IT environment and working in an ITIL structured service environment Show less

Service Coordinator

• Apr 2011 - Jun 2011

Key ResponsibilitiesWorked as part of a team of 6 covering around 10/11 contracts.Organise engineer visits from Ricoh and 3rd Parties Suppliers and making sure we contractually met the SLA for Site Visits. Arrange for Parts to be shipped to siteCo-ordinate Parts and Engineers to be on site accordinglyEscalate calls to Incident Management/Service Delivery Mangers accordinglyProactively co-ordinate Major Incidents and progress accordingly

Customer Service Associate

• Sep 2010 - Feb 2011

Provide customer support on the shop floor Advise customers of any promotions Provide customer support on the shop floor Advise customers of any promotions