Case Manager

• May 2019 - Present

Dealing with clients financial needs and requests. Direct engagement with clients answering their questions and concerns. Liaising with other government departments. Ensuring value for money acheived for all parties. Dealing with clients financial needs and requests. Direct engagement with clients answering their questions and concerns. Liaising with other government departments. Ensuring value for money acheived for all parties.

IT Support Specialist

• Sep 2016 - Jan 2019

Managed Services Technical Analyst / Major Incident Manager

• Feb 2012 - Nov 2015

• Manage the day to day financial systems for a range of 20+ international clients working on 24x5 shift rota. • Provide technical support via phone and email for Wallstreet Systems FX-BO and Suite products, Linux, Microsoft Exchange Servers • Document all technical enquiries and customer reported problems onto a problem data base and recommend possible solutions or escalate to appropriate team if no resolution can be found. • Adhere to company policies and procedures. • Experience of creating and implementing ‘run book’ procedures including DR. • Coordinating responses on average to 300 major incidents a month including up to 20 total loss of service i.e. Severity 1 • For Severity 1 incidents act as the Incident Manager marshalling all parties needed to resolve the problem. Ensuring incident is documented for post-incident diagnosis. • Manage the day to day business of 6 regular service providers(suppliers) and any adhoc suppliers as specified by individual clients. • Administer multiple platforms and systems per client using Red Hat Linux, Solaris, Oracle/SQL+, Citrix, Windows AD and specialist banking software. • Responsible for rolling in new software installations, updating existing software for clients and liaising with developers should problems arise. • Liaise with Oracle DBAs to ensure optimum Database management. • Engage with all relevant stakeholders including 1st, 2nd and 3rd line support and hardware suppliers. • Carry out ‘Disaster recovery’ for clients. • Exposure to Perl, Python and Shell Script maintenance. • Exposure to web technologies including Apache, tomcat and glassfish. • Use of Nagios monitoring. Show less

Data Centre Operations Service Delivery / Incident Manager

• Jan 1992 - Aug 2011

Key Responsibilities • Responsible for the management of all personnel and the submission of daily reports to stakeholders. • Oversee the day to day operations of computer systems on multiple platforms (mainframe/PCs based applications requiring in depth technical knowledge) with the aim to provide and enable the smooth running of BP’s financial systems whilst working under penalty clauses. • Liaise with hardware supplier (HP) Data Centre Building Staff (Sun Guard) and miscellaneous 3rd party suppliers as and when required. • On shift ‘Incident’ Manager. • Carry out incident post mortems and submit written reports (including recommended changes) to customer and supplier Senior Management Teams. • Co ordinate through to resolution Oracle/SQL database personnel, Unix technical support, networking and hardware engineers during upgrades and recovery from major incidents. • Set up and implement shift rotas (24x7x365). • Staff mentoring and appraisals to develop new skills and best practice in order to provide excellent customer service. • Engage in daily tele-conferencing with customer representatives and stakeholders. • Operations representative on Change Boards • Responsible for successful completion of manual and scheduled backups (using SAN and tapes). • Responsible for the writing and implementing of procedures. • Organise system access, vetting access authorisation and assignment of tasks to Operations and Systems teams. • Monitor/action firewall user setups, ACE Authentication tokens and relevant paperwork ready for client auditing. • Responsible for HSE for visiting engineers. • Project manage the successful relocation of hardware and software to a new data centre. Show less

Computer Operations Manager

• Jan 1979 - Jan 1992

I was responsible for Computer Operations at BP Oil UK providing 7 x 24 x 365 computer services to the various BP business streams. My role was to ensure my team provided day to day computer services for the businesses in line with the requirements set down in the SLAs. I acted as first point of contact for all issues, escalating where necessary to specialist support departments, either in house or external suppliers and alerting senior management to any possible service impacts. I provided daily reports to management about system performance and availability, including trend analysis on ongoing issues. I was also responsible for on boarding new hardware and software via change control, ensuring my team were sufficiently trained to perform their duties. Show less