Kyle Heffernan Email & Phone Number

Liverpool, England, Gb

Provide comprehensive, responsive and professional second and third-line application support and maintenance services.Maintain applications, databases and software, keeping up to date with vendor supported releases (and in-house upgrades for bespoke elements), testing fixes, patches and maintenance/upgrades, proactively managing performance, availability and resilience.Ensure the implementation of tested fixes/patches/upgrades meets agreed Acceptance Criteria following all Group IT standards including in the areas of Change Control, Service Transition and the Project and Service Lifecycles.Contribute to the ongoing maintenance of and adhere to the Group’s application, database and software support and maintenance standards and controls, including appropriate support agreements and related SLAs, and in the areas of provision and management of environments (Production, Development, Test and Disaster Recovery), currency, and technical housekeeping/maintenance activities, including proactive monitoring and alerts.Ensure ongoing maintenance of the suite of detailed and integrated application, database and software support and maintenance documentation and user guidelines/manuals, and via the IT Service Manager and the Project Delivery team, input into application designs, specifications and models with non-functional and functional requirements as appropriate.Maintain knowledge of industry standards and industry and technical best practice, including software tools, development languages, support and maintenance approaches.Contribute to the continuous improvement of IT processes and procedures. Respond flexibly to any necessary changes in work priorities and undertake other duties when required to support the effective operation of the service.

Liverpool, England, Gb

Provide comprehensive, responsive and professional second and third-line application support and maintenance services.Maintain applications, databases and software, keeping up to date with vendor supported releases (and in-house upgrades for bespoke elements), testing fixes, patches and maintenance/upgrades, proactively managing performance, availability and resilience.Ensure the implementation of tested fixes/patches/upgrades meets agreed Acceptance Criteria following all Group IT standards including in the areas of Change Control, Service Transition and the Project and Service Lifecycles.Contribute to the ongoing maintenance of and adhere to the Group’s application, database and software support and maintenance standards and controls, including appropriate support agreements and related SLAs, and in the areas of provision and management of environments (Production, Development, Test and Disaster Recovery), currency, and technical housekeeping/maintenance activities, including proactive monitoring and alerts.Ensure ongoing maintenance of the suite of detailed and integrated application, database and software support and maintenance documentation and user guidelines/manuals, and via the IT Service Manager and the Project Delivery team, input into application designs, specifications and models with non-functional and functional requirements as appropriate.Maintain knowledge of industry standards and industry and technical best practice, including software tools, development languages, support and maintenance approaches.Contribute to the continuous improvement of IT processes and procedures.Respond flexibly to any necessary changes in work priorities and undertake other duties when required to support the effective operation of the service.Ensure that all information security requirements, including data protection, are met in accordance with the Group’s policy, procedures and statutory requirements.

Liverpool, England, Gb

Responsible for undertaking agreed technology operations, including but not limited to automated housekeeping routines, overnight scheduling and batch job management, alerting/monitoring, event management, routine operating system and middleware administration and standard, agreed pro-active daily systems checks.Respond to monitoring feedback and manage alerts to minimise disruption to services, working to agreed rotas covering 24x7x365, meeting agreed Operations Level Agreements (OLAs) and SLAs as appropriate.Manage and publish the daily results of agreed pro-active system checks (‘readiness to trade’ checks), and ensure timely resolution of any related issues identified.Contribute to monthly and annual KPI reporting, as requested by manager.Process routine batches to pre-defined schedules and develop, test and implement new batch routines as requested by manager.Undertake agreed proactive service checks and also contribute to any reactive remedial actions, including out of hours.Participate as required in the restoration of service during incidents (including major incidents) and in root cause analysis as part of the Problem Management process, and contribute to Disaster Recovery and Business Continuity plans as appropriateContribute to the continuous improvement of IT operational processes and procedures.Respond flexibly to any necessary changes in work priorities and undertake other duties when required to support the effective operation of the service.Ensure that all information security requirements, including data protection, are met in accordance with the Group’s policy, procedures and statutory requirements.

Liverpool, England, Gb

Design and implement test plan for Open Housing Management system and other systems used by the Group.Carry out in-depth testing of new reports and provide advice and guidance to Developers as to their usability.Provide training and support to Riverside Group staff on all aspects of Academy and Open Housing management system and other IT systems used within the Group.Design and deliver training throughout the Group, in a classroom situation and remotely, on the Housing Management system in use at Riverside.Investigate system problems reported by users or identified by Developers, recommend and implement solutions.A thorough understanding of the reporting systems in use at Riverside, including use of BIRT/COLD for viewing reports.Work closely with members of the Performance & Efficiency team to implement new initiatives and strategies in all service areas.Provide expertise to project groups and test new initiatives.Assist Project Managers with process-mappingLiaise with consultants and suppliers to ensure effective use of the Housing Management system and other systems in use at Riverside.

Liverpool, England, Gb

Act as a single point of contact for phone calls and emails from staff regarding IT issues andqueriesReceiving, logging and managing calls from internal staff via telephone and emailMaintaining a Anti Social Database, Electronic Document Management System and Internal Directory of staff. Creating new users on various internal applications.1st line support - troubleshooting of IT related problems from in-house software tohardware, such as Android based mobiles, Laptops, PCs, Tablets and Printers.Troubleshoot basic network issues such as ADSL broadband issues. Citrix XenApp Server problems.Escalate unresolved calls to 2nd line Support via internal call logging system House on the Hill.Take ownership of user problems and follow up the status of problems on behalf of the userand communicate progress in a timely mannerMaintain a high degree of customer service for all support queries and adhere to allservice management principles set by Service style of SDI.Provide basic in-house training in MS Office applications used within the Association (Word,Excel, Outlook, PowerPoint) and internal systemsI Publish support documentation to assist staff with requests for information & providestaff training if required.Basic Active Directory knowledge. Updating user details, resetting passwords.

London, England, Gb

Various posts (temporary work)Home Delivery NetworkCapita (recruitment and selection) Riverside Home Ownership Liverpool Mutual Homes.

Wolverhampton, Gb

Working within a team of 10 people over seeing the maintenance of over 1200 buildings on behalf of our client Virgin Media. Providing building maintenance support carried out by our engineers ranging from Fire and Security Alarm Systems, CCTV and Air Conditioning Units. Experience of working to company targets and tight deadlines. Overseen 400 jobs for the Laser Region (London and South East region). Prioritised and directed the engineer’s to their next job. Experience of working on two computer systems FSI concept and Virgin Media Remedy Sharing best practise with colleagues, keeping up to date with the jobs our engineers were currently working on and had completed. Liaised with our customer to keep them informed via telephone and email. Prepared weekly and monthly reports on both FSI and Microsoft Excel to document any outstanding jobs on the system. Effectively noted any completed work into the correct folders

Part of a small team shipping materials outbound for specific customers across the World.Packing colorants securely ensure Health and Safety standards are followed at all times.. Loading Stock on Heavy Good Vehicle using a Fork Lift Truck.Patience and accuracy at all times, working to targets and deadlines. Quality control before shipment ensuring stock was neither leaking and packaged securely. Liaise with my line manager to check there hadn’t been any changes to schedule via Microsoft Outlook. Worked alternating shifts patterns, which included one week (06:00 – 14:00) and then the next week working (14:00 – 22:00).

West Chester, Pennsylvania, Us

Checking stock to ensure accuracy on two separate computer systems Resolve any discrepancies that may be found with the stock orders or invoices.Part of a small team that ensured stock was available and also, to ensure the suitability of stock for our customers General administration tasks; I dealt with a high volume of paperwork on a daily basis between filing, cross referencing documents and photocopyingLiaising with my colleagues in London and within our warehouse via email or telephone to clarify stock availability.