Made a POAP

Working in the SAP BASIS team, BAU activities include general system upkeep, focusing on system sizing, system performance, application, database, and linux kernel patching, database remediation, and troubleshooting a large variety of issues spread across the entire SAP landscape, which includes ECC, Business Warehouse, Business Intelligence, Netweaver Java Portals, Process Integration, Fiori, and Apache.Key resource in the move to make the landscape HTTPS compliant, including the specification, installation, and maintenance of SSL certificates.Performed key BASIS role for multi-phased SAP re-platforming project involving SAP HANA implementation, OS/DB migration from Oracle on Windows/Solaris, to Sybase and SAP HANA on SUSE Linux, SAP upgrade and Unicode conversion.Technical lead for OS/DB migration for SAP BW from Windows/Oracle, to SAP HANA/Linux, including application upgrade, and Unicode conversion of BW landscape. Migration optimisation using table splitting, package splitting, parallel export-import using Migmon and Oracle/Sybase tuning.Technical lead for OS/DB migration for SAP PI from Solaris/Oracle, to Linux/Sybase, including application upgrade, and application tuning, and configuration.Involved in implementation of non-Production systems on Virtulisation (SUSE/VMWare) environment, QA and Production on dedicated physical environment with SUSE enterprise cluster.Key resource in the creation, and maintenence, of Disaster Recovery solution, specifically in reference to SAP HANA replication.Serve as a knowledge resource for colleagues, to help troubleshoot and investigate issues, and to train new staffSole resource in the creation and configuration of SAP GUI, ensuring availability via Direct Access and IPv6, which is deployed as a key business application for tens of thousands of users.Project managed a number of small-scale projects through the entire lifecycle of the change management process, from inception to delivery.

Working in the SAP BASIS team, BAU activities include general system upkeep, focusing on system sizing, system performance, application, database, and linux kernel patching, database remediation, and troubleshooting a large variety of issues spread across the entire SAP landscape, which includes ECC, Business Warehouse, Business Intelligence, Netweaver Java Portals, Process Integration, Fiori, and Apache.Key resource in the move to make the landscape HTTPS compliant, including the specification, installation, and maintenance of SSL certificates.Performed key BASIS role for multi-phased SAP re-platforming project involving SAP HANA implementation, OS/DB migration from Oracle on Windows/Solaris, to Sybase and SAP HANA on SUSE Linux, SAP upgrade and Unicode conversion.Technical lead for OS/DB migration for SAP BW from Windows/Oracle, to SAP HANA/Linux, including application upgrade, and Unicode conversion of BW landscape. Migration optimisation using table splitting, package splitting, parallel export-import using Migmon and Oracle/Sybase tuning.Technical lead for OS/DB migration for SAP PI from Solaris/Oracle, to Linux/Sybase, including application upgrade, and application tuning, and configuration.Involved in implementation of non-Production systems on Virtulisation (SUSE/VMWare) environment, QA and Production on dedicated physical environment with SUSE enterprise cluster.Key resource in the creation, and maintenence, of Disaster Recovery solution, specifically in reference to SAP HANA replication.Serve as a knowledge resource for colleagues, to help troubleshoot and investigate issues, and to train new staffSole resource in the creation and configuration of SAP GUI, ensuring availability via Direct Access and IPv6, which is deployed as a key business application for tens of thousands of users.Project managed a number of small-scale projects through the entire lifecycle of the change management process, from inception to delivery.

Work within the Enterprise Service Centre at ACCESS that responds to IT faults and requests reported by staff from Glasgow City Council and related organisations. I work as part of the Desktop Support (OnSite Support) team, providing on site support to our customers, as well as being a Level 3 resource to the Level 1 and Level 2 teams and the wider Enterprise Service Centre.• Resolving complex desktop faults that have been referred by Level 1 and 2 staff. Ranging from Operating System issues, to application support, as well as any hardware faults reported regarding anything from desktops, to scanners and printers.• Serving as a knowledge source for colleagues. With a particular focus on desktop issues, security and intranet/internet issues.• Serving as a point of contact for Mac users within the council; advising on setup, resolving problems, advising and training colleagues to deal with Mac issues.• Working with Problem Management Team to investigate faults that are classified as serious or widespread.• Working in partnership with both internal teams and third party suppliers on problem diagnosis and resolution.• Producing Knowledge Base documentation, training and serving as a knowledge source for Level 1 and 2 staff.

• Providing a single point of contact for all Glasgow City Council staff for all faults and requests relating to either IT or Property issues.• Recording faults and dealing with requests received by phone, email or fax from Glasgow City Council staff. • Fixing faults or providing a support service to ensure First Time Fix/Fulfillment goals are met.• If required assigning call to appropriate specialist team and notifying team’s call controller as necessary. • Dealing with a wide range of faults.• Maintaining and updating a Knowledge Base that runs on a customised installation of Mediawiki.

Given a new role in the IT Team, based on my success with the Change Management Team.Duties from my secondment were carried over and expanded to reflect their growing importance to the business. General support of Maintenance Division business applications, primarily the business process flow based system called Rokflow, including in house integration systems.Sole business user resource for all enquiries/issues on supported business applications.Key resource in very small maintenance application support team.Sole resource of Rok’s XML gateway. This includes communications and meetings with 3rd party IT teams. Trouble shooting and problem solving, including networks, programming code, databases, machine specification, and user knowledge. SQL database management, creating progress and system reports, business acceptance documents related to application enhancement, and business news articles.Heavily involved in all aspects of training, including devising the schedule, creating the handbooks and documentation, and the actual delivery of the training itself, occasionally single-handedly. Member of a testing team, for in house application enhancements, a data centre move, installation of an XML Gateway, including networks and machines.

Seconded to the Change Management Team, primarily to provide support for the newly implemented XML Gateway system, linking our work management application to our Insurance clients corresponding application. Entrusted with junior support responsibilities, including the support for a number of business applications. Heavily involved in testing and training during this period.

Initially employed as a contractor, becoming permanent after four months in January 2006. Main responsibilities included various administrative duties (entering insurance data, submitting insurance quotes to insurance companies) as well as dealing with both clients and customers via both email and telephone. Due to my high work turnover and adaptability, I given additional responsibilities including ensuring the invoicing was kept up to date, sole responsibility for writing letters to our clients, and workflow from inception to completion. Investigated, created and implemented new business processes to ensure that the team was as productive as possible.

Trust and responsibility. This included working alone, opening/closing the shop, handling the till and banking and various administrative duties. Can work under pressure.Primarily dealt with the public, heightening my communication skills while also fostering my ability to work alone or as part of a team. With personal targets to achieve, I have experience of working under pressure to achieve my goals.