Customer Support Engineer

• Jan 2023 - Present

Delivery Systems Consultant

• Mar 2020 - Dec 2022

Lead Support Developer

• May 2019 - Nov 2022

Systems Consultant

• Feb 2014 - Nov 2022

Moved more into a project implementation role after my success as support manager. In this role I have been part of a team where i am able to analyse the technical business requirements for clients and implement the proposed solutions. During a very busy time at Zafire where a number of key contracts have been won this is a extremely agile role. During this time I am also upgrading Zafire's infrastructure to Cloud based technology and also implementing and designing the Business Intelligence solution integrated into the Zafire portfolio. All this while still being a resource for the support desk for escalated support and performing presales activities like scoping.

Support Manager

• Dec 2012 - Feb 2014

Promoted to support manager looking at developing the team and improve the internal support process. Also sharing my development knowledge and working on expanding my team. During my time as support manager I have reduced support incidents by over 80% by changing the strategy of the team from just fixing the data to actually fixing the root cause. We have seen dramatic wins in this area in the last 18 months and now have a stable support environment where customer feedback is improving continuously.

Software Engineer

• Dec 2006 - Dec 2012

Mainly developing the Smart and FirstBag applications for the biggest clients at Zafire. I started back at Zafire after they won a considerable contract and were looking to employ people who would be able to learn quickly. As I already knew the industry and their programming standards it was a simple move that meant they got someone able to hit the ground running. I was involved in the most of the biggest development projects seen in the company for high profile clients and was able to be an integral part of the development team.

Junior Software Developer

• Mar 2006 - Dec 2006

Working with an existing team in developing the website developed internally for The Share Centre customers. Successfully implemented an online registration routine with interfaces to credit checking software and postcode address software. Working with an existing team in developing the website developed internally for The Share Centre customers. Successfully implemented an online registration routine with interfaces to credit checking software and postcode address software.

Systems Analyst

• Jun 2005 - Mar 2006

I transferred from Zafire to CRC when CRC decided to move their software development internally. I continued to develop my knowledge of the system as was given a lot more responsibility as I became the most experienced member of staff developing and supporting the system. I looked after major projects and was lead developer onsite at their Nottingham branch for 6 months I worked alongside a team of contractors to increase profitability and accuracy of warranty claim procedures. I transferred from Zafire to CRC when CRC decided to move their software development internally. I continued to develop my knowledge of the system as was given a lot more responsibility as I became the most experienced member of staff developing and supporting the system. I looked after major projects and was lead developer onsite at their Nottingham branch for 6 months I worked alongside a team of contractors to increase profitability and accuracy of warranty claim procedures.

Systems Analyst and Web Developer

• Mar 2001 - Jun 2005

My main role at Zafire is the support and development of the Inspire/Wilfred product. I have worked on sites of up to 500 users in customer interfacing, problem solving, software support and development roles. My role involves me in all stages of the development cycle. While working for Zafire I gained my NVQ level 2 in Information technology and Programming. I was heavily involved in an installation of the product last year where I configured and developed the system to the customer's requirements. This project spanned 8 months and developed my skills on a one to one basis with the customer as well as working as a team with work colleagues to reach our goal. During my time at Zafire I designed the first company web site and continued the maintenance of this for over 2 years. I have used a range of tools to develop the website including Flash, Dreamweaver, FireWorks, HTML and Java.