Goss provides software, know as the Goss Digital Platform, that provides, mainly, local government clients with the ability to easily manage their online services, content, and websites. It allows a large amount of client customisation and uses .NET/Java/Javascript technologies. • Act as the main point of contact for clients using the Product who require support. • Triage and prioritise all support tickets using Jira for ticket management. • Provide advise or guidance where possible with an aim for first call resolution. • Perform in-depth analysis and investigation for technical issues to identify cause. • Summarise and escalate tickets to developer teams for more complicated issues. • Remain as the single point of contact for clients while tickets are assigned outside the support team. • Ensure work is completed within SLA guidelines, and in a timely manner.

Meraas Development is a Government funded retail and real estate development company based in Dubai, UAE. With approximately 900 office based employees across 3 main sites, and a total of 3,000 employees across all areas of the business.• Started with the company as a contractor before being invited to join Meraas as a permanent member of the team after 6 months. • Ensure issues are resolved within SLAs and escalate to other support teams if required. • Regularly update end users with progress and timescales of fixes.• Close tickets once user confirms satisfaction with resolution.• Troubleshoot issues with O365, Windows 7, 8.1, & 10.• Use Acronis imaging software to reimage laptops and desktops.• Troubleshoot issues with MFD and printing access control software.• Investigate WAN/LAN/Wireless issues, escalating to Network Team if required

Project role based on moving back-end operations from Reading UK to Pune in India. Working on-site in Pune to lead 2 direct and 6 indirect reports during the transition period.• Create a plan for the onboarding, training, staffing, and handover once project completed.• Develop and document new workflows to ensure the high level of service to BG-Group was retained during the transition.• Train the new team with a total of 30 members on existing BG-Group procedures and implement improvements were possible.• Liaise with UK and India based management teams regularly to resolve any issues in a timely manner and report on project process..• Review 2 direct reports, and 6 indirect reports, and advise on areas for improvement as well as reinforce positive areas.• Complete lessons learnt for future improvements.• Continuation of Release and Deployment management role as described below.

This role was to manage the lifecycle of application releases, from initial request to deployment, for a portfolio of 200 applications with approx. 20 releases a month. Initially working as a contractor, it became a permanent position.• Meet with key stakeholders to discuss their applications roadmap.• Liaise with software champions to find application requirements and recommend Schlumberger products where viable.• Set timescales for each stage of the application release process.• Determine costs and arrange payment from Contracts and Procurements team.• Document any potential issues and risk involved.• Provide manager with license requirements and arrange installation by support team.• Create Virtual Machines in test environment with VMWare.• Prioritize workload and assign tasks to cross functional teams.• Arrange User Acceptance Testing with Software Champion.• Provide communications for user community of upcoming Production Releases.• Log and track all releases via shared team Excel Spreadsheet.• Responsible for monthly application usage reports and statistics.• Create Requests For Change and advise on Change Advisory Board.

This role was to provide 1st line Windows support for Schlumberger applications at BG-Group. • Log all support calls on Footprints Helpdesk system• Monitor Central e-mail box and respond to enquires• Escalate support calls through the support structure• Install applications using Altiris Deployment Console• Troubleshooting for application install issues• Provide ad-hoc application usage reports with Flexnet Manager• Install licenses using Request For Change procedures

The IT SPoC is the first point of contact for all IT based queries in the Reading office. This is for other IT groups and for end users. It also includes the activities described in the Site Operations role below.• Provide leadership and management of Reading Site Operations team• Liaise with other IT teams to make sure critical work is carried out with minimal business impact• Meet with business heads to discuss the support they are receiving and any upcoming projects• Discuss and create new procedures for the UK Site Operations team• Hold regular team meetings to share information• Provide support for clients based on-site which have included Saudi Aramco, AWE, and Pfizer• Liaise with client IT and create AD hoc networks where required• Order hardware and software where needed• Administrator the UK Site Operations Sharepoint site• Work to various Government agency standards

This role involves providing 1st and 2nd line support for users across a number of different sites. It also involves providing technical and procedural advice to both the business and to colleagues.• Create troubleshooting documents for colleagues• Present induction presentations for various group sizes• Delegate tickets and ad hoc work to colleagues• Organise Jacobs Engineering helpdesk rota• Recognise support trends and inform end users of resolution• Provide and prioritise 1st line support through Altiris helpdesk system• Provide 2nd line support, both desk side and with remote control software• Troubleshoot Cisco VPN connection problems• Create images for machines using Symantec Ghost• Troubleshoot LAN, software and hardware issues• User administration using Active Directory, across two domains• Telecommunications administration using Definity phone system

This role was a contract position providing 1st and 2nd line support for around 3,000 onsite users, 6 remote sites and around 300 remote users

This contract involved setting up and delivering new PC’s for users. It also involved providing 2nd line support

This was a contract position providing user and application support to approximately 90 on-site and 5 off-site users

The position at W Lucy centred on ensuring the smooth running of all systems plus resolving user support problems, carrying out installations, and user training. It included site backup management and PC/server builds