John Upton Email & Phone Number

Solihull, England, United Kingdom

*Creation and implmentation of problem management processes*Problem management of high impact problems and those causing repeat incidents*Liaison with out parts of IT and the business to understand problems and ensure suitable follow up

*Managing a team of application support analysts*Responsible for BAU, as well as project management of small to medium sized projects*Account manager for both suppliers and clients*Alignment of team processes and systems (in acquired business unit) with the rest of the business*Application support governance

Birmingham, United Kingdom

● Application governance● Operations and production support ● Release and change management ● Middleware support.

Birmingham, United Kingdom

● Create requirements for an IT solution for employer’s Financial Well Being business.● Create project plans for the implementation of SalesForce as a CRM platform to fulfill the business requirements.● Implementation of project plans, configuring Salesforce and project managing outsourced development

Birmingham, United Kingdom

Temporary contract. Successfully created and implemented a Testing Procedure, using it to great effect in the management of multiple testing projects; driving up software quality and customer satisfaction.

Birmingham, United Kingdom

Responsibilities of the Product Support Manager included:Service Delivery Manager:Monitoring and reporting on services, internally and externally.Transitioning services to/from my responsibility.Manage risks and issues, in conjunction with other stakeholders. Agreeing OLAs and ensure customer SLAs met and exceeded. Operational Account Manager:Oversee and manage contracts for four significant customers.Engage with key stakeholders, both internally and externally.Responsible for landing significant new clients business, managing the start up of projects until project managers assigned.Project Manager:Responsible for the delivery of 20+ software releases within time and budget. Accountable for sourcing effective assets.Observing and documenting progress of workflow and reporting these results to executives routinely.Responsible for monitoring and actively dealing with risks, issues and changes in scope.Core responsibilities of Product Support Manager:Supervise and line manage a department of 17 individuals including 3 line managers. Manage application support of 3 Clinical Trials Management System products to 30 pharmaceutical companies including AZ, Novo Nordisk, Pfizer.Observe performance of technical procedures within the business. Proactive improvement.The creation of department SOP’s to ISO9001 standards along with the creation of underpinning work instructions. Incident and Problem Manager, responsible for driving service improvement.Excellent engagement and knowledge dissemination skills, which has led to the position as representative of the support function at 7 biannual international user group meetings. Conducting internal audits, taking part in external audits

Birmingham, United Kingdom

Managed UAT of all software releases.Line manged team of testers.Created systems processes.Drove continual improvement.

Investigation of customer issues.Creation of solution to software faults.Quality representative; taking part in audits, ensuring processes are fit for purpose and use.Promotion from Graduate through to Senior within 3 years.