Glen Dunnell Email & Phone Number

Reading, Reading, United Kingdom

Tasked with facilitating ‘business as usual’ and project change in the Mortgages department, as well as defect management, through in-depth system knowledge and the provision of reporting insight and data analysis. Involved at all stages of the change management process, employing refined interpersonal skills for stakeholder management at all levels. While the majority of deliverables have been developed in Oracle and Microsoft SQL Server, wider responsibilities have required the use of other reporting tools such as SAS. • Prevented regulatory breach on 470 accounts for non-compliance of customer fulfilment through root cause analysis, solution design, and implementation of a series of complex SQL reports.• Created reports in Oracle SQL Developer to identify customer borrowing patterns that could breach our lending policies, ensuring potential breaches were identified and resolved.• Provided accurate and meaningful MI for use in a number projects, by extracting and analysing data from a variety of data sources across multiple platforms, which aided project estimations and business impact analysis.• Subject matter expert on a large data archiving project for a bank to bank migration involved in solution design, test case identification and defect management.• Experience of problem management and requirements gathering during Lean review projects to optimise key business processes. Worked closely with end users to identify business benefit and improve operational efficiency.• Experience working in a variety of project methodologies including Waterfall and Agile Scrum, within an ITIL environment.

• Provided support for several business critical systems in both production and development environments. This included call centre applications, customer-facing websites and more bespoke software such as the mortgage origination system.• Diagnosed issues by data interrogation, analysing logs and investigating code.• Developed and implemented fixes and minor changes in a variety of languages; including SQL Server 2008, Oracle PL/SQL, HTML, XML, VB and Java.• Managed workload in a pressured environment to meet tight SLA deadlines; balancing requests in an incident queue in VMWare Service Manager and an Operational Change log in HP Quality Centre.• Identified and assessed new defects, which were passed to the business with enough information to allow business impact to be gauged. This often involved report writing in SQL Server 2008, to identify affected cases, either as a one-off report or as part of a daily “System Healthcheck”.• Ensured all changes to the production systems had been sufficiently tested and approved, to ensure risk was minimised, and ITIL best practices employed by ING Direct were adhered to.• Liaised with teams across the business and IT to ensure correct prioritisation of work, and facilitate timely deployments of fixes and workarounds to minimise negative customer impact.

• Supported a bespoke subscription fulfilment system, Eclipse, and its links to other internal systems including Nature Publishing Group’s website Nature.com.• Interacted with internal customers across the globe; supporting them face-to-face, as well as over the phone, by email, and through remote desktop.• Resolved issues from user account creation right through to mini projects; fixing long standing issues by taking new approaches, using the software in new ways, logging and monitoring bugs and enhancements with both in house development teams and with external software vendors, testing these solutions in a development/staging environment, implementing the fix, and finally training the end users.• Documented key processes and workarounds for both team use and for our internal customers, as well as maintaining detailed notes on all incidents logged on JIRA, our incident tracking tool, so that it could be used as a knowledge base going forward.• Created reports on Eclipse’s SQL database using Crystal Reports.• Performed UAT testing of upgrades from software vendors, liaising with a range of users to understand how the system is used, then recording and replicating procedures when writing test scripts.