Experience

Smart Parking Technology

• Australia
• Facilities Services
• 1 - 100 Employee

• IT Support Manager

  • Jan 2023 - Present

  Marston Green, England, United Kingdom My role is managing all IT Support functions and computer/mobile hardware in the business. This involves devising strategic IT policy management from IT Infrastructure to Security of devices used in the business.



Experian

• Information Services
• 700 & Above Employee

• Application Support Lead - Incident Tower

  • Oct 2022 - Dec 2022

  This Interim role was to set up and test a new Tower Incident Process approach within the Decision Analytics division Application Support team including 30 staff members with a focus on professional development and multi-skilled team competencies. The main aim is to Increase clients’ satisfaction level and complete successfully service level agreement contracts by implementing effective team strategies. Review daily workflows to identify and mitigate escalated and impending issues for seamless… Show more This Interim role was to set up and test a new Tower Incident Process approach within the Decision Analytics division Application Support team including 30 staff members with a focus on professional development and multi-skilled team competencies. The main aim is to Increase clients’ satisfaction level and complete successfully service level agreement contracts by implementing effective team strategies. Review daily workflows to identify and mitigate escalated and impending issues for seamless working. Oversee capacity management, formulate statistics reports, and disseminate to operations manager while introducing best practices to improve service and manage incident trends. The function I work in is Decision Analytics software in the Identity and Fraud division to helps our Clients to reduce fraud and loss to their business, Show less



Purplebricks

• United Kingdom
• Real Estate
• 500 - 600 Employee

• Applications Support Team Leader

  • Feb 2020 - Sep 2022

  Solihull This role was working within the Application Support Team managing 5 staff members with a focus on professional development and multi-skilled team competencies. Increase clients’ satisfaction level and complete successfully service level agreement contracts by implementing effective team strategies. Review daily workflows to identify and mitigate escalated and impending issues for seamless working. Oversee capacity management, formulate statistics reports, and disseminate to operations manager… Show more This role was working within the Application Support Team managing 5 staff members with a focus on professional development and multi-skilled team competencies. Increase clients’ satisfaction level and complete successfully service level agreement contracts by implementing effective team strategies. Review daily workflows to identify and mitigate escalated and impending issues for seamless working. Oversee capacity management, formulate statistics reports, and disseminate to operations manager while introducing best practices to improve service and manage incident trends. The platform was pure Cloud based with Microsoft Azure. My role also included working with Development Engineering Teams to ensure platform issues we dealt with in a timely manner and assessing impact to customers and loss of business revenue. Show less



Experian

• Information Services
• 700 & Above Employee

• Application Support Lead

  • Apr 2018 - Feb 2020

  Nottingham, United Kingdom My role is to manage the team of Analysts working within Application Support that is part of the Service Operations Division of Experian. This includes providing leadership, technical advice/ reviewing strategy and the direction to the team. In addition to the day to day management I am responsible with dealing with the escalations from customers relating to the Products we Support ensuring they are dealt with in a timely manner. This Division of Experian provides products and software… Show more My role is to manage the team of Analysts working within Application Support that is part of the Service Operations Division of Experian. This includes providing leadership, technical advice/ reviewing strategy and the direction to the team. In addition to the day to day management I am responsible with dealing with the escalations from customers relating to the Products we Support ensuring they are dealt with in a timely manner. This Division of Experian provides products and software such as :- EPG - Experian Payment Gateway - Payment System ( Allows secure payments from Payroll to Supplier payments through BACS and manages reporting / audit functions for customers by controlling access functions) ID Hub / Bank Wizard - Decision hosted system used to minimise Fraud and Identity risks by checking people/accounts/companies persons against information provided. As a Support Application Lead within Identity and Fraud division my role not only incorporates communicating in a technical environment but also to assist in further development of a wide range of products available to customers. Other job related qualifications (nShield Certified Systems Engineer nCSE)

• Senior Technical Support Analyst - Team Leader

  • Apr 2017 - Apr 2018

  Rugby Senior Technical Support Analyst - Team Leader Part of the Decision Analytics Division of Experian supporting products and systems from EPG Payment System, ID Hub to Bank Wizard software. Experian Identity and Fraud create and provide payment and validation software to various market areas to enable clients to make payments or prevent fraud, my role is to provide second line technical support to clients utilising the payment and validation software that experience issues… Show more Senior Technical Support Analyst - Team Leader Part of the Decision Analytics Division of Experian supporting products and systems from EPG Payment System, ID Hub to Bank Wizard software. Experian Identity and Fraud create and provide payment and validation software to various market areas to enable clients to make payments or prevent fraud, my role is to provide second line technical support to clients utilising the payment and validation software that experience issues or answer queries in relation to the software offered. As a Support Specialist for Experian Identity and Fraud my role not only incorporates communicating in a technical environment but also to assist in further development of a wide range of products available to customers. In addition to my function above I am also the Team Leader of 4 other staff members dealing with the assisting with the day to day management of the team and escalations paths from customers relating to the Products we Support. Other job related qualifications (nShield Certified Systems Engineer nCSE)

• Senior Technical Support Analyst

  • Apr 2015 - Apr 2018

  Rugby Part of the Decision Analytics Division of Experian supporting products and systems from EPG Payment System, ID Hub to Bank Wizard software. Experian Identity and Fraud create and provide payment and validation software to various market areas to enable clients to make payments or prevent fraud, my role is to provide second line technical support to clients utilising the payment and validation software that experience issues or answer queries in relation to the software… Show more Part of the Decision Analytics Division of Experian supporting products and systems from EPG Payment System, ID Hub to Bank Wizard software. Experian Identity and Fraud create and provide payment and validation software to various market areas to enable clients to make payments or prevent fraud, my role is to provide second line technical support to clients utilising the payment and validation software that experience issues or answer queries in relation to the software offered. As a Support Specialist for Experian Identity and Fraud my role not only incorporates communicating in a technical environment but also to assist in further development of a wide range of products available to customers. (nShield Certified Systems Engineer nCSE)



Travis Perkins plc

• United Kingdom
• Wholesale Building Materials
• 700 & Above Employee

• Technical Support Analyst

  • May 2007 - Mar 2015

  BSS Leicester / Northampton Working within an infrastructure team resolved fault calls with internal/external systems to ensure smooth flow of organisation’s systems. This also involved technical aspects of high-growth projects and drafted documents regarding system architecture to enable day-to-day maintenance. I maintained credit card processing software, leveraged management studio tools for updating SQL database, and delivered Citrix server support to staff. Integrated net back-up, supervised disk space, optimised… Show more Working within an infrastructure team resolved fault calls with internal/external systems to ensure smooth flow of organisation’s systems. This also involved technical aspects of high-growth projects and drafted documents regarding system architecture to enable day-to-day maintenance. I maintained credit card processing software, leveraged management studio tools for updating SQL database, and delivered Citrix server support to staff. Integrated net back-up, supervised disk space, optimised Watchguard firewalls/DNS/DHCP server/ active directory policy security maintenance, and steered oracle server performance while employing mail store management. • • Administered IBM contractors for identifying and fulfilling Travis Perkins business needs while reducing build time ranging from six months to three and slashing consultancy costs. • Reduced infrastructure issues 80% by executing monitoring systems on all servers. • Support of all Infrastructure platforms across the Windows/Linux/Unix systems across the organisations. Software Support Citrix (Support/Printing/Publishing) / Fax Gateways / SQL Server Maintenance / TSM ( Tivoli Storage Management ) / Netbackup ( Unix ) / ARCServe (PC user backup software) / Storage Exec / DFS Replication of data from Remote NAS boxes / Exchange Management ( Mailstore management/policies ) / NFS Gateway management/Support / AD policy maintenance and Support/DNS server maintenance/support / Cyber Query Reporting Software Support/maintenance Windows Server Management Disk space & Performance / Unix Server Management ( 27 servers ) / Linux server Management ( 7 Servers ) / Change control Approval / Assisting Projects on technical aspects / Oracle Server performance Monitoring / NAS (Network Attached Storage) units Out of hours Technical Support Firewall Changes – For Cisco ASA units Show less