As an Azure Software Support Lead, my primary role is to oversee our software related support. This includes diagnosing and resolving issues, optimising client use of software applications, processes and staying abreast of cloud updates.I am tasked with leading a support team, ensuring they have necessary training and resources. This involves subject allocation, performance monitoring, and providing feedback. A key part of the role is conducting service review calls with our clients. These discussions focus on their current service, addressing any concerns, and exploring potential service improvements. Excellent communication skills and an in depth understanding of our clients bespoke environments, processes, applications and critical services are vital for this.I have a fundamental role in enhancing support processes and procedures. This includes identifying issues and implementing changes to increase efficiency, improve client satisfaction and minimise disruption for their day to day success.Collaborating with internal teams and key stakeholders is essential. I share client feedback, discuss workarounds, new features and address larger organisational concerns.Finally, using my skills in data analytics allows me to track trends and predict issues in software and client data before they become a significant problem.In summary, my role as an Azure Software Support Lead requires technical expertise, leadership skills, and a focus on client service.

Developing Juniors & Apprentices Front & Backend Application Knowledge:One of my main responsibilities was to guide and mentor junior analysts and apprentices. This involved helping them understand both the frontend and backend aspects of our applications. This included server-side progression, database interactions, and the implementation of the business logic of the application. My role was crucial in developing the next generation of analysts, equipping them with the skills and knowledge they needed to succeed.3rd Line Level Support:My role involved providing 3rd line support. As a senior member of the team, I was responsible for handling the most complex technical issues that could not be easily resolved. This required a deep knowledge of our products and services, as well as an ability to troubleshoot problems effectively. My role was critical in ensuring customer satisfaction and maintaining the integrity of the software applications & data.Documentation for Change Advisory Boards (CaB):In My role I was tasked with creating detailed documentation for CaB's. This included documenting proposed changes, covering the business case and identifying potential risks while detailing the mitigation strategies. My ability to clearly and accurately communicate technical information was crucial to ensuring the successful implementation of changes.Overall, my role as a SSA was multifaceted, requiring a combination of technical expertise, leadership and effective communication. This work was crucial to the success of my team and the wider organisation.

As a Software Analyst, one of my key responsibilities was T-SQL scripting. My work in this area included writing scripts to create, read, update, and amend data within the clients environments. This required a good understanding of database structures and principles, as well as proficiency in T-SQL. It was here that I learnt how to optimise scripts for performance and ensuring they met the specific data needs of my organisation for client data integrity.Providing Top Tier Support and Crafting Resolutions for Clients:As a Software Analyst, I was responsible for providing on demand support to our Tier 1 clients. This involved troubleshooting software issues, addressing technical queries, or resolving environmental issuesthat clients encountered. My role required good problem-solving and analytical skills, knowledge of the front and backend application plus strong customer relation skills to relay information effectively in a non technical manor. Crafting resolutions for clients not only implies that I am addressing the immediate issue but also looking for root causes and long-term solution to prevent similar issues from occurring in the future.Knowledge Base Documentation for the Wider Team:Documentation is an essential resource for any tech team. These documents includedtroubleshooting guides, how-to articles, standard operating procedures, and FAQs. In my role, I was responsible for creating these documents to support the wider team. This would have involved distilling technical information into clear, understandable language. The aim of this task was to help my colleagues to quickly find the information they need, which can significantly improve efficiency and productivity. Additionally, it helps ensure that knowledge is preserved and accessible, even as team members come and go.

I am responsible for providing valuable feedback on specific issues and conducting research to identify areas for improvement. I also present my findings and suggest ways to enhance performance. Collaborating with my team, I work towards achieving the objectives set out in our work plan, while actively sharing my skills and knowledge with other members to drive success.I possess an understanding of the scrutiny process and the services delivered by Alliance Homes. I proactively challenge when necessary, negotiate cost-effective alternatives that deliver an improved level of service to positively impact Alliance customers. In addition, I have a track record of demonstrating the value for money through implementing real, tangible changes that positively impact the colleagues of Alliance and the services that are provided.