KEY ACHIEVEMENTSReduced customer bugs by over 40% since 2017 by designing and implementing a full testing plan and strategy. I created an automated software testing regime by using LeapWork and through building extensive test flows and strategies combined with working closely with the development team.Co-senior project manager for largest single client, Faculty of Advocates, which is entire bar of Scotland comprising over 400 barristers, 60 clerks and 15 fee clerks, in Spring 2019. Key responsibility for planning and providing on-site training and support for barristers and clerks in Edinburgh and Glasgow. I remained their Account Manager due to the relationship I built with them.• Advanced from Support Analyst to Senior Support Analyst to Team Leader.• Responsible for implementation and management of first- and second-line support. • Introduced Continuous Professional Development program to improve skills and knowledge in areas such as SQL, HTML, and advanced LEX software. • Increased fix rate from 65% to 80% through more focused training and mentorship coupled with CPD as above. • Train and mentor new staff, helping the support team grow from 3 members to 7. The mentorship remains an ongoing long-term aspect and through leading by example has assisted in the company retain over 95% of its customers with outstanding levels of customer satisfaction.• Analysis of support tickets at both the micro and macro level to see what aspects of the software seem to be causing more problems than others, what clients are raising more issues than expected thus may require further training and what aspects of the system individual support members may need further internal training to ensure high standards are always met. • Providing management committee with reports in a clear concise manner following analysis of data.• Work with the Project and Training Managers to assist with project go-lives and on-site training where required, involving travel all over the country.

Implemented IT and telecoms transition to single point of contact and full problem solving strategy.Led the procurement and implementation of new IP based phone system.Reduced IT support budget by 25% following removal of unnecessary support agreements for unused equipment and renegotiated contracts for remaining equipment and services.