Performing a Project Management role for the Service.

Covering all aspects of the postal delivery worker, including walking mail routes and dedicated parcel delivery routes.I have built an understanding of the various functions rapidly and was chosen to stay after the Christmas high volume period, and have been offered a role as a part time postal worker.Where I recognised efficiency improvements in the order of the delivery routes, I have been enabled to make these changes in my personal routes.

Reducing our incident, change and problem ticket backlogs, to bring that back with defined KPIs. I built a range of automated metric reports in Excel to convert big data extracts into visual charts tracking the current position, areas of improvement and areas of concern. I setup a regular call with the technical leads in our department to share the charts to highlight achievements, trends and set goals for areas to address. I worked with their support teams directly, providing training and… Show more Reducing our incident, change and problem ticket backlogs, to bring that back with defined KPIs. I built a range of automated metric reports in Excel to convert big data extracts into visual charts tracking the current position, areas of improvement and areas of concern. I setup a regular call with the technical leads in our department to share the charts to highlight achievements, trends and set goals for areas to address. I worked with their support teams directly, providing training and guidance on the metrics and controls that they were being measured against, along with training and guidance and how to meet the controls and KPIs.Over the course of my role, I was able to bring all of the departmental metrics back in line with all of our KPIs and controls, and I began to work our interfacing departments to assist in reducing their backlogs.In my Tech Lead roles I provided people management and technical leadership for 19 colleagues across 3 teams of application support specialists. I provided out of hours support during major incidents making decisions around best courses of action to rectify complex issues. I held monthly 1-2-1 meetings with all of my direct reports, performed appraisals and gave guidance on their quarterly goals towards their annual reviews. I provided reviews and signoffs for the service improvements from our ongoing AGILE project teams and provided technical translations to our service transition team.I identified an opportunity to introduce PluralSight for our support teams as a tool provide unlimited on-demand training courses. This was introduced, increasing our department’s training opportunities while reducing costs at the same time.I designed a desktop setup for our department, using our existing kit, to provide a standarised hot desk setup. I worked with our teams to understand any individual workplace adjustments in place and to share the plan of the new setups. I completed the refit over a single weekend without disruption. Show less

Apr’12-Nov’16: (AVP) Application Support Specialist with Tech Lead dutiesApr’10-Apr’12: (BA4) Application Support AnalystAug’08-Apr’10: (BA3) Unix Application SupportIn my application support roles, I was able to retain the details of each of the 12 applications that I supported and was considered the became the subject matter for them. I managed the application training for new team members including the creation and maintenance of our support documentation. I provided deputy cover… Show more Apr’12-Nov’16: (AVP) Application Support Specialist with Tech Lead dutiesApr’10-Apr’12: (BA4) Application Support AnalystAug’08-Apr’10: (BA3) Unix Application SupportIn my application support roles, I was able to retain the details of each of the 12 applications that I supported and was considered the became the subject matter for them. I managed the application training for new team members including the creation and maintenance of our support documentation. I provided deputy cover for our tech lead during holidays.I provided subject matter expert guidance for all incoming new services and feature enhancements, ensuring that the new processes were in-line with our support requirements and the banks support and access policies.I managed the PowerBroker integration for all of the Unix and Linux access across our department support teams, introducing read-only accounts for day to day support and controlling our privileged accounts with the PowerBroker tool. I worked with our support teams to train them on the new controls and processes prior to go live, and provided support as the new processes went live to smooth the transition.• Tools: Unix and Linux command line, scripting plus low level operating system support, awk scripting, advanced Oracle SQL, PowerBroker access controls, Tivoli Workload Scheduler (TWS), SWIFT messaging formats, incident management, change management, problem management, ServiceNow, ServiceFirst, JIRA, AGILE for change control, Sharepoint, Teams. Show less

IT operator, controlling batches, printing, backups and user access.Command line based support for an AS400 OpenVMS system, which was migrated over to AIX 5.3Active Directory support based user managementSymantec and Veritas backup support across multiple Windows 2003 ServersShift support for a team of 4 Computer OperatorsProgressed from IT apprentice to the Senior Operator position.