Working for an ISO 27001 company, this was quite a varied role, taking in elements of database Admin, technical support, and application/web developer.1) Database AdminI was involved in managing our databases, for which I took on a leading role. I advised or implemented many of the changes and updates that occurred during that time. We also expanded from about 4 databases when I started to over 100 in various HA configurations.I also oversaw the moving from Windows to Linux Servers, and have worked with customers to integrate their databases into ours. Including a process to transfer data from SQL server to MySQL. We also maintained various slave databases on customer sites for which I was instrumental in setting up, and the training and support of those customers. 2) Tech SupportThe core elements of the job involved the day to day support of our applications and services, providing second line support to our various departments, setting up and testing of new versions, and liaising with our development teams about bugs/changes. I also wored directly with customers to provide technical level assistance and support.3) Web/App DeveloperThe other area that I took on a leading role is in the monitoring of our systems. I learned PHP / Javascript from scratch to build a wallboard so we could monitor the databases after I got fed up of our customers knowing about problems before we did. Today it still monitors a huge range of other areas too giving us an at-a-glance view of the state of our internal systems, as well as core database metrics. I later learned VBS, more recently powershell and Linux (bash) to monitor applications on servers. My scripts now run on every server (Windows and Linux), and monitors every application, automatically fixing problems, and alerting us where required. We went from no information, to lots of information.

This role was all about providing first line technical support directly to our customers, in relation to our vehicle telematics products. It revolved around fixing problems when units stopped working correctly, and identifying when to arrange engineers to attend. It required a lot of time spent getting to know customers, and building a relationship with them, keeping abreast of new updates to our system so as to train customers, and help them get the most out of our systems, and liaising the technical support teams to fix problems that were outside of our abilities.

This was my first job after leaving university. The main focus of the role was around networking equipment and technology, and required me to learn quickly about this area of IT. A lot of time was spent talking to customers, getting to know how their business worked, and how IT fitted into that. The nature of the job, (being based in store) meant I worked mainly with small business, which was especially enjoyable as quite often we were able to suggest equipment and services that made a real difference to their time and their business.