Overview of Role: To provide 2nd level technical support to Clients and Business Partners in Sage CRM and Sage 1000 CRM.• To respond to customer queries within designated time scales providing accurate information as requested by the customer.• To assist the customer with the resolution of their problem. This will involve testing the problem, providing advice and arranging delivery of defect fixes. To maintain ownership of the customer problem until a mutually satisfactory resolution is obtained. To provide a workaround where possible.• Testing suspected defects and providing full details to the Development department for correction. Subsequent testing of any fixes that are provided.• Provide workarounds where possible this could be using HTML, JavaScript and Classic ASP.• Investigate SQL Server or Oracle database related issues, using tools such as Database Tuning Advisor• To attend customer site when requested to either resolve customer issues, collect information or assist with the resolution and provide necessary public relations skills on behalf of Sage.• To gain knowledge at all times, in order that my own skill level increases but also in order to cross train my colleagues.• Account manage direct customers to be the main support contact for any escalations, upgrades or to keep customers up to date on the status of the issues they have raised in agreed SLA.• Provide 1st Level Support to Hosted Sage CRM Customers with any technical issues as well as assistance with customising CRM.• Produce knowledgebase articles for known issues.• Create VMware environments for Windows Servers to enable team to reproduce customer specific issues.• Responsible for updating the Sage CRM customer support site with latest news items, publishing team KB articles and maintaining the most recent software releases.• Deputise for team leader when required• Assist Sage 200 CRM Support team when required

Overview of Role: To provide application support for clients and perform Quality Assurance on bespoke applications in the airline catering industry for major airlines including BA, Qantas, Delta, EasyJet, Cathay Pacific and others.My responsibilities included:• Liaise with clients to diagnose and help resolve issues. Involves: identify faults, devise temporary workarounds, manipulate and test enhancements.• Conduct client training for various in-house software applications.• Provide 1st/2nd and occasionally 3rd line application support to customers worldwide.• First point of contact for clients with regards to release issues and bugs. Liaise with development team on bugs and plan releases of patch fixes to users.• Member of the QA team responsible for testing the latest releases of the software suite (VB and Web Applications) and ensure all issues have been resolved and that the bug fixes and enhancements have not impacted other components/functionalities of the software.• Perform black box, regression, functional, component and integration testing.• Write test scripts, which are specified during the design and development phase of the project. These are then updated and executed when software is released and used during the testing phase of the project to ensure all aspects of the application functions as required.• Manipulation of the back-end Oracle databases via TOAD and SQL Plus, and perform basic database administrative tasks.• Update user manual and software documentation for both clients and management.