Providing IT consultancy services to professional services organisations including: - IT strategy- Advice on software purchases and integration- BPM / workflow management- Case and practice management- Document management and production- BI & MI reporting- Process mapping and re-engineering- Project management- Change management- Contact Relationship Management- ERP systems- Presentations and workshop facilitation- Stakeholder management Technologies: - Various Case Management solutions (including Elite Mattersphere and Actionstep)- Microsoft SharePoint- Microsoft SQL Server- Microsoft SSRS- C#

Managing a team of diverse developers working across multiple disciplinesResponsibilities include:- Capacity management- Programme planning- Delivery Process management- Support management

Part of the Business Change/Application Development Team, which develops and supports software as well as taking an integral part in the rollout of project to the firm. These include the deployment of new systems as well as upgrading existing systems. Part of a project team that is continually developing and implementing FWBS MatterCentre to replace the current Case Management Systems used at the firm as well as supporting legacy systems and bespoke applications. Providing advice, support and problem solving skills to system users via the IT Service Desk. Creating and taking ownership of support calls logged via the Service Desk and completing all tasks required to carry the call through to fault resolution.Duties:● Use data warehouses and SQL tables to complete complex data analysis using SSRS/SQL querying for contract tenders and client reporting● Completing Database Administration tasks on SQL servers (2000 to 2012) including troubleshooting existing SQL systems and updating current applications● MI Analysis tasks as well as ensure data held on systems is accurate● Carrying out data imports into Case Management systems (including documents as well as MI data)● Point of escalation within department for SQL and data queries● Developing Case and Matter Management systems using Thomson Reuters Elite MatterCentre/MatterSphere● Providing second line support for Case and Matter Management systems and other applications (including Visual Files and Teamflo case management systems)● Supporting and updating bespoke ASP.NET applications● Providing 1st/2nd/3rd line technical support, answering support queries via telephone, email and in person● Working to ITIL compliant standards, and meeting SLA targets.● Providing support and incident resolution to internal and external users

Providing advice, support and problem solving skills to system users via the IT Service Desk. Creating and taking ownership of support calls logged via the Service Desk and completing all tasks required to carry the call through to fault resolution.Duties:• Acting as the first point of contact to users for incident resolution, logging requests, managing and processing incidents in line with agreed management processes.• Supporting >500 users over 5 locations.• Working to ITIL compliant standards, and meeting SLA targets.• Providing support and incident resolution to user base and in house development and business analysis team.• Carrying out administrative tasks on VoIP telephone system (MITEL 3300) and troubleshooting.• Responsible for liaising and managing issues with 3rd party support providers where appropriate. • Supporting Microsoft Windows XP and 7, Office 2003/2010. Microsoft Exchange Server and Terminal Server and virtual server environments.• Active Directory support (including new user setup and troubleshooting for existing users)• Imaging and configuring Desktops and Laptops (HP, Dell).• Administration of Blackberry handsets and Server.• Mentoring new staff on the Service Desk.• Managing and supporting networked printers and scanners (both the hardware and server issues)• Using remote control technologies (VNC, LANDesk, RDP, ISLOnline, Teamviewer) to complete diagnostics and carry out fault resolution. • Troubleshooting networking problems and completing network tasks as required.

Providing advice, support and practical assistance to system users via the IT service desk telephone system and remote support software tools. Logging and processing support issues via telephone or email whilst ensuring a high level of customer service. Acting as a Point of Contact (POC) for others within the department in the absence of management staff. Training/mentoring new members of staff as well as temporary placements.Duties:• Providing 1st/2nd line technical support, answering support queries via telephone, email and live support ‘chat’ facility.• Carrying out user account administration and setup within an Active Directory environment.• Recording and actioning faults as reported by clients on: PC’s, servers, laptops and mobile devices.• Creating and maintaining email profiles and Microsoft Exchange accounts.• Supporting Microsoft applications (including Office) and bespoke applications used within the Authority.• Supporting Apple Mac machine and their integration into a Wintel environment.• Using remote control software tools to provide fault resolution and diagnosis.• Writing and documenting Helpdesk policies and procedures, as well sole responsibility for the creating and updating training materials for use by staff (both corporate users and schools).• Responsible for updating and maintaining all IT Services web pages via Microsoft SharePoint. Used by internal IT staff, other users outside of the department and by school users. (This included having knowledge of SQL and being able to troubleshoot any issues on backend server).• Support applications housed on virtualised servers, and diagnose/resolve issues that occur as part of their use.• Track, monitor and report on all Helpdesk incidents within defined customer service level agreements.

Providing advice, support and practical assistance to clients using their Broadband connection via email, telephone support and live messenger services.Duties:• Troubleshoot and resolve networking faults and TCP/IP issues.• Good problem solving skills along with a methodical, structured and logical approach when tackling new issues.• Provide 1st, 2nd and 3rd line support for all network communication queries. (3rd line support was provided for AOL broadband connections).• Understanding of PC hardware setup and configuration.• Ability to remain calm under pressure.