Experience

Barton Peveril Sixth Form College

• United Kingdom
• Education Administration Programs
• 1 - 100 Employee

• Student Data Reporting Administrator

  • Aug 2019 - Present

  • Designing and producing standard and ad hoc reports from the College systems as requested, using a variety of software tools, including SQL Server Management Studio, MySQL, Microsoft Excel and SQL Reporting Services. • Working with the Management Information Manager to maintain and improve the integrity of data in college systems using FIS, and the DSAT audit tool. • Assisting with the preparation of ILR returns to enable accurate college funding, and with the collation of data for both internal and external auditors. • Assisting with the production of student timetables, learning agreements, and the import of ULN and UCI numbers from prospective students. • Updating and managing student records to ensure that the data set comprehensively and accurately records College activity, using ProSolution. • Responding to students, parents and staff queries, offering a high level of customer service. Show less



Zentive Group

• United Kingdom
• Software Development
• 1 - 100 Employee

• Support Engineer

  • Mar 2019 - Aug 2019

  • Supporting customers remotely with software and hardware issues on Workplace Management systems and Time and Attendance systems, via e-mail and phone. • Taking responsibility for issues to ensure resolution within SLA, and reporting back to the customer. • Logging issues in the JIRA Support Desk, resolving where possible, and escalating where necessary. • Participating in new technology rollouts, such as configuring card readers. • Supporting and maintaining both internal systems and hosted applications, using SQL Server. • Creating support process documentation on Confluence. • Additional projects, including GDPR, Health and Safety, and hosting a Work Experience Student. Show less



Omnico Group

• United States
• Information Technology & Services
• 1 - 100 Employee

• Support Analyst – Incident Management

  • Jul 2018 - Mar 2019

  - providing Level 2 technical support with POS, Customer Engagement and omni-channel software to clients via phone, email, remote connections, and on-site methods. - providing initial resolution wherever possible using the Omnico knowledge database or additional support materials. - recreating customer issues in a timely fashion using in-house labs, meeting contacted SLA timelines and company standards. - providing assistance to Level 1 requests for explanations on how specific features work and the expected results. - triage of all pro-active monitoring alerts, and undertaking more detailed assessment if necessary, using log file and other supporting diagnostic information. - handling communication between internal Omnico technical resources and external clients. - creating and updating support knowledge base articles to ensure accuracy of information. - using ITSM ticketing system to enter and monitor incidents reported by clients and found during client testing of software. Show less



Itchen Sixth Form College

• United Kingdom
• Education Management
• 1 - 100 Employee

• MIS Manager; Information, Equality and Transport Manager

  • Mar 2010 - Jul 2018

  - responsibility for overall quality and integrity of data held in the college student record system, including Data Protection, Freedom of Information, and audit - frequent information reporting to all parts of the college, using SQL Server, ProSolution, ProAchieve - working with the College Funding Consultant to provide necessary information to those bodies responsible for funding - liaison with the main providers of the software systems used by the college (Compass Software Ltd). - contributing to the strategic development of information systems in the College, and ensuring that maximum benefit is made of the information, for example with Marketing, IT, the International School, and HR (Equality and Diversity). - liaison with other colleges to discuss current FE and technical developments, and working together on common projects, such as SCIP - analysis of equality and diversity information, and reporting to governors and senior management on achievement, retention and pass rates for groups of students with protected characteristics - monitoring progress of students with protected characteristics against the college equality objectives, reacting to responses to questionnaires, etc. - overseeing the promotion of equality and diversity in the college, including chairing the staff E+D group, and keeping up to date with E+D developments - line management of Health and Safety Co-Ordinator, and overseeing college trips - monitoring the performance of the college contract bus service, liaising with the supplier (Xelabus), and keeping students informed of any delays to the service - monitoring the booking system/process, servicing and repair of the college minibuses I was a College Governor for 5 years. Show less



IBM

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

• Technical (DB2) Trainer

  • 1989 - 2010

  - delivery of many thousands of hours of DB2 technical training from introductory courses to courses for SQL users, programmers and DBAs, both scheduled and onsite (often customised) to both customers and IBM employees. Very high average customer satisfaction rating from course delivery. -curriculum management, including: schedule planning and strategy, dealing with customer requirements, needs analysis, evaluation of feedback, and leading and mentoring/coaching new instructors in the group. - IBM Education course development projects: creating, updating and reviewing course material to reflect new product versions, and e-lab testing. Course developers were part of an international team. - provision of management information: writing standard queries via SQL and QMF, plus training of other staff to enable them to write their own. - membership of an IBM award-winning training process improvement team. - development and delivery of courses to introduce use of the SATE course development methodology to IBM Customer Education staff. - membership of the IBM Learning Profession Board: evaluation of applications for certification, leadership of a project to improve the application forms, and delivery of professions workshops to students around the world, mostly online. I was also working within IBM Information Services Limited as an analyst/programmer. My tasks included: - maintenance of manufacturing scheduling systems. - development of new applications, within both small and large teams, for manufacturing scheduling systems. - leadership of a team to develop an Export Licence system, and successful training of the key user (which led to my interest in technical education). Products used included: mainframe TSO, ISPF, JCL; PL/1 programming language; IMS, DB2 databases with SQL and QMF. Show less