Management of all technical operations pertaining to the company’s local government products,which are used to handle billions of pounds worth of transactions across a large customer base.Provide oversight of Support and Deployments teams, giving guidance, training and mentorship tothe team managers. Conducted transformation work on a failing team and implemented a ‘TechnicalServices’ team structure and holistic processes that supported an evolving product set, meaning thatboth teams could focus on providing fantastic customer service.Implemented problem management and knowledge management workflows to improve overallteam efficiency.Main point of escalation for customers experiencing high priority, complex incidents. Responsible forputting into place resolution plans, coordinating and working with other stakeholders on fixes andensuring these were delivered then producing major incident reports to provide an explanation ofthe root cause and actions taken.Act as a key stakeholder for software products and as part of the delivery department, ensuring thatcustomer and technical services staff requirements are considered.Lead technical projects for internal system implementations and major transformation pieces forcustomers including server moves and system migrations.Assist pre-sales team and account managers with product demonstrations and account meetings,providing service information to them and local government heads of service and directors.Responsible for numerous parts of the delivery department business-as-usual operations and widercompany processes: - Service desk system (JIRA) and developing scripted automations to carry out tasks toimprove overall efficiency - Feedback monitoring on support and deployments, presenting this to business seniormanagement and implementing service improvements accordingly - Customer facing technical documentation, ensuring this is updated in line shifting requirements as communicated by development

Managed a team of six, ensuring that they were well trained and supported to handle incidents with a focus on customer satisfaction and meeting SLAs. I was responsible for assigning tickets to the team and overseeing that tickets were always moving towards resolution.Acted as the first point of escalation for customers, putting into place resolution plans, working with other stakeholders on fixes and ensuring these were delivered, and producing major incident reports to provide an explanation of the root cause and actions taken.Worked as part of the delivery department (sales, account management, implementations, installations and training) to ensure the customer experience was always positive and that cross-team processes were coordinated.

Investigated, troubleshooted and resolved customer issues, both of a technical and an application specific nature, ensuring that I always offered excellent customer service and a high level of support from initial contact all the way to resolution. I visited customer sites to aid software testing, infrastructure installation, and business process review.

The role required me to oversee and manage the development, implementation and continued support of projects that enhanced business operations. It also Involved helping manage the IT department on a day-to-day basis whilst acting as a deputy that required me to advise the IT & systems on departmental decisions. I also continued to provide first line support for users within the business that built on the knowledge and skills gained during industrial placement with the company.

Mainly involved the support of day-to-day IT operations within the site including diagnosing user problems, responding and assisting with user queries and ensuring that users were able to utilise the IT systems to perform their roles.Good knowledge of SQL was required in order to create and maintain a number of business reports Also required to do some software development using Microsoft Access (with Visual Basic) to create several sets of user-friendly forms that accessed several database tables.The role was extremely varied, with it teaching me a number of technical (operating systems, networking, virtualisation etc.) and non-technical skill (mainly customer service and punctuality).

Involved representing the students enrolled on my course and relaying their feedback about academic issues to the university.Required me to ensure I consistently communicated between the different parties involved and to present my findings.