Mark Scanlan Email & Phone Number

• Testing and Verification of mobile and SaaS applications prior to roll out.• Creating User stories/ Epics/ Feature requests associated with SaaS application development.• Development of test scripts aligned to feature requests.• Creation of wireframes for development ideas.• Managing and reporting on bug fixes and working with 3rd Party developers.• Collate and manage sprint cycles and product upgrades.• Dealing with incoming customer enquiries of a technical nature ideally to resolution.• Assist in the delivery of support services around the software product, technical manuals, training documentation.

Senior Application Support Analyst - FourthMarch 2017 - September 2020• Support multiple web applications and perform data fixes, data extracts and submit code changes through GitHub.• Monitor a live automated ordering service and investigate and resolve all failed transmissions.• Identify bugs and resolve reoccurring issues on multiple applications to limit impact on customers. • Review and monitor application logs, outbound transmission logs and traces.• Log issues via Salesforce and Zendesk and resolve within SLA while keeping the necessary parties up to date.• Own the Problem Management process for various systems.• Continuous On Call support for various systems.Senior Technical Specialist - FourthJune 2015 – March 2017• Monitor a live automated ordering service and investigate and resolve all failed transmissions.• Initial point of contact between 1st line and 2nd line for any technical assistance.• Support multiple web application and ensure cases do not breech SLA while providing regular updates via Salesforce and Zendesk.• Collaborate with Integration teams to reduce possible issues with new customers going live.• Extract and present data to wider business• Conduct a technical review of cases raised by team members to identify knowledge gaps where possible before providing all technical requirements to 2nd line.• Lead regular global training sessions to build up knowledge across various teams within the business.Product Specialist - FourthJune 2009 – June 2015• Provide customer support for multiple web applications within a purchase to pay platform via phone and email.• Communicate, build strong relationships and assist with any knowledge gaps or technical issues for customers.• Responsible for prioritisation and escalation requests to internal Product Decision Teams for 1st Line.• Become main point of contact and responsible for all queries raised by Spanish clients.• Extract and present data to wider business.

• Serve customers food and drink.• Deal with cash and card transactions.

• Provided security services• Use of two way radio adhering to correct procedures• Controlled large crowds

Education record

Education record