Experience managing a team of technical engineers, who support and resolve software and hardware issues, for a busy and growing multi-national organisation, servicing approximately 1000 end users worldwide.RECENT ACHIEVEMENTS – at CARR’S GROUP PLC• Brought in priority system for tickets to ensure the long term viability of the business.• Instituted detailed Service Desk processes and procedures. This included defined roles and responsibilities of each member of the Service Desk, to ensure that everyone knows what to do, in all situations.• Increased headcount, including Tier 1, Tier 2, IT Apprentices, and Administrators, to bring service, and ultimately customer satisfaction, to an appropriate level. • Improved stock/inventory processes, to ensure that all IT stock across the global organisation is accounted for.• Improved communication to the Carr’s user community, both via email and intranet, which is essential to keep all staff across the global organisation to be in “the loop” for everything IT related.• Increased training to members of IT staff. This includes Lunch and Learns and on-line, to ensure that knowledge is transferred and shared to all members of the IT team.• Wrote specifications and requirements, including flowcharts and workflows, for the new Service Desk ticketing system. • Led the successful rollout of Multi factor authentication across the organization, which is an essential security feature of Office 365.• Organised Office 365 training at several sites across the organisation.• Organised Health and Safety procedures for IT vehicles and Weee Recycling of old IT equipment.

•Worked with On-Demand/Cloud and On-Premise customers solving support case issues. Triaged new customer cases, then assigned them to the appropriately skilled Support Analyst. Performed administrative functions in the On-Demand/Cloud environments. Participated in on-call rotation and after-hours maintenance. Set up, tested and deployed customer environments.•Liaised with other team members, customers, Product Development, and Product Management to resolve customer issues, with the ultimate goal of high customer satisfaction.•Obtained Canadian Controlled Goods Registration Program (CGRP) clearance.

• Worked with Financial/Budgeting/Forecasting applications including Cognos Planning, TM1, Business Viewpoint, Business Intelligence, Cognos Command Center, Cognos Integration Server, Cognos Finance and Cognos Controller products, troubleshooting complex problems and provided complete solutions to Fortune 500 Companies.• Worked with other team members, customers, Product Development, and Product Management to resolve customer issues, with the ultimate goal of high customer satisfaction.• Mentored other employees and provided guidance and assistance to them as a go-to person for knowledge and help, dealing with difficult cases and customers.

• Worked with Financial/Budgeting/Forecasting applications including Cognos Planning, TM1, Business Viewpoint, Business Intelligence, Cognos Command Center, Cognos Integration Server, Cognos Finance and Cognos Controller products, troubleshooting complex problems and provided complete solutions to Fortune 500 Companies.• Worked with other team members, customers, Product Development, and Product Management to resolve customer issues, with the ultimate goal of high customer satisfaction.• Mentored other employees and provided guidance and assistance to them as a go-to person for knowledge and help, dealing with difficult cases and customers.

• Technical Professional Services Consultant for FreeBalance’s computerized financial management software, eFinancials for Canadian, American and international governments.• Designed, developed and tested on site an interface application between eFinancials and the national payroll system for the Government of Guyana and Bank of Guyana, South America.• Designed, developed and tested on site interface applications between eFinancials and Canadian Government systems using SQL Server and Oracle databases. • Wrote requirements and specifications for interface applications between eFinancials and other systems for many Governments, including Mongolia, Afghanistan, Kosovo, Sierra Leone and Nunavut. Business process documents with the associated data flow diagrams, along with user manuals, were written.• Provided implementation and configuration; Developed courses for the implemented products; then trained users in classroom settings and one-on-one’s.

• Developed and tested the Space Vision System (SVS) software with C/C++ and the QNX Real time operating system. SVS was used on the Space Shuttle to assemble the modules of the International Space Station. This involved work in all phases of the software development life cycle.• Performed unit tests on SVS source code files using the Cantata test harness. This work involved source code analysis, requirements analysis, systems analysis, writing and updating tests and raising problem reports. Developed courses and then trained members of the team on how to perform such activities.• Performed regression, integration, system, dry run and formal qualification testing in the labs.• Experience in requirements analysis, requirements specification documentation and change management procedures.• Experience in a space and military environment; familiar with ISO 9001 MIL/NASA standards.• Planned, estimated, tracked and communicated project status with regards to time, content, performance and quality.• Designed, prototyped and developed 3D data processing and machine vision algorithms.• Canadian Level II (Secret) security clearance.