Providing application support for a global e-commerce payment service provider platform which processes 16 million payments per day using over 30 different payment methods. My tasks and responsibilities in this role included:-• Day-to-day support of all aspects of the payment gateway. This encompasses the entire payment lifecycle from cardholder authorisation through to settlement and billing of the merchants, in addition to report generation, merchant on-boarding, risk checking and back-office applications for both internal users and merchants.◦ This involves working through the ITSM framework on incidents raised by business users, and raising problem records for those that cannot be resolved or are repeat issues. On occasion, I may also raise and implement changes or write knowledge-base articles documenting known fixes or situations where users can self-serve◦ Participating in the on-call rota, providing 24/7 support for the application. This frequently involves trouble-shooting live application issues and liaising with third parties when we experience communication errors or files have not been delivered on time. Additionally, escalating incidents to major incident management and taking part in recovery calls when such issues occur.◦ Identifying areas where our alerting requires improvement, in particular instances where an on-call engineer should be made aware to take immediate action. This involves a combination of an in-house SMS alerting application and Splunk monitoring tools.◦ Almost all of the application is written in Java, using an Oracle SQL database and Apache servers on a Linux operating system. Many issues involve investigation in the Java or SQL code. Where appropriate, I will recommend a fix to be picked up by a development team, or make the fix myself to be tested and implemented in a future release.• Taken an active role in many scheduled maintenance activities such as Disaster Recovery events, server patching and database upgrades.

My main tasks in this role included:-• Day-to-day support of a suite of up to 10 applications used by various parts of the business as well as end customers across all continents and including more than 15 countries. These included applications for card sales and reloads for a customer base of over 1 million cardholders, card stock management, file management and storage and static data entry as well as the provision and consumption of SOAP web services:o All core applications within this suite were Java applications using an Oracle Weblogic infrastructure on a Unix server. Support and trouble-shooting requirements for these included a very good knowledge of Java code and SQL queries as well as a sufficient working knowledge of Unix operating systems, infrastructure and networking, firewalls and security.o Attending requirements capture, solution design and technical handover meetings to gain a knowledge of future application development, and, where appropriate challenge and query the solutions proposed or developed.o Escalation to management of high priority incidents, and liaison with subject matter experts in other teams to help resolve the issue. Given the urgency of a resolution, this would typically take the form of a conference call with several teams, so clear understanding and communication of the issue was essential.o Gathering of a variety of metrics on system performance and usage to provide to management and clients where appropriate.• As the most senior member of the team, I was asked to participate in a number of projects to provide the knowledge and expertise of the production systems I support. These included the complete migration of all IT systems onto the Mastercard network, Disaster Recovery testing, PCI compliance and large client launches• Out-of-hours cover provided on a rota basis with 1 or 2 other team members. This would include both call-outs for major production incidents as well as monitoring during and after system maintenance.

Worked in a programming team in a small online marketing company.Main tasks in this role included:-• Maintaining and improving the Unix-based Java feed processing solution. This solution handles incoming and outgoing data and images in a number of formats via a number of protocols, using XML configuration files to manipulate the data between various data formats, including a MySQL database.• Building and maintaining websites for a number of clients, using Perl scripts to produce dynamically generated web pages in HTML with CSS and Javascript used as appropriate to aid layout and functionality.• Six months experience of programming using PHP5, the majority of which used the object oriented methodology.• Set-up of DNS and virtual hosts configuration• Liaising with clients and third parties regarding set up and maintenance of data feeds and websites.• Creation of databases and spreadsheets using the Microsoft Office suite and VBA to perform specific tasks as required.

Worked as a member of the network support team as fulfilment of the compulsory industrial placement for the third year of the degree course at Staffordshire University.Tasks included:-• Day-to-day IT support for around 600 IT users which involved:o Problem-solving across a wide range of software and hardware platforms, including the Citrix client-server architecture, Lotus Notes e-mail and database application, firewall and VPN systems and wireless networking.o Supporting users at all levels from shop-floor staff to directors across all departments.o Supporting multiple sites, including travelling to sites in Belgium and the Netherlands where required.• Regular setup and reconfiguration of desktops, laptops and network printers• Responsibility for daily back-up routines, which included logging of back-ups, and fault-finding when the back-up procedures failed.• Configuration of new servers required for a variety of tasks, including Citrix, Lotus Notes and data storage servers