Nick Hook Email & Phone Number

Norwich, Gb

My responsibilities as Release and Configuration Engineer are as follows:· Daily monitoring of services and systems then handling investigation and resolution of issues.· Supporting service issues.· Ensure all IT service incidents are recorded and handled effectively.· To carry out detailed investigations and fix any problems which are identified on our managed serviceinfrastructure.· Implement, maintain and monitor system reporting.· Support all aspects of service infrastructure and software releases.· Ensure all configuration management system updates are applied.· Provide technical support, insight, and experience to team members across the business .· Produce internal and client facing technical documentation.· Support other non-technical teams (such as product, sales, marketing, and support).· Document and keep up to date and existing documentation related to release, configuration and escalated support issues.· Knowledge and use of the following technologies and skills: Azure DevOps, Azure Platform, Salesforce Platform, Octopus deploy, SQL, JQL, PowerShell, Release Management, ITIL, Agile methodologies, IaaS, PaaS, virtual machine management, HTML and JSON.

My responsibilities as a Software Release Engineer were as follows:• Manage IT change across the Life insurance applications.• Create implementation plans.• Ensure release governance is followed to protect customers and service.• Risk assess each change; managing dependencies and deconflicting with other changes taking place in the Aviva estate. • Sort and deliver changes into the appropriate pipeline (Monthly release - complex, large scale with multiple applications; Continuous Releases - small, single app changes). • Incident and problem management - ensuring that incidents are prioritised and fixed via Agile Kanban boards. • Reporting to and engaging with senior stakeholders to ensure understanding of required business outcomes during the entire monthly and continuous release process.• Continuous improvement - working to automate what we can and remove bottlenecks in our deployment process. The aim of this is to increase the speed, quality, and rate of change.• Using strong communication and interpersonal skills to build strong working relationships (onshore and offshore) between stakeholders.• Deliver changes using different types of software engineering tools and techniques such as Azure DevOps, Blue/Green deployments, Jenkins and other Automation tools.• Create and maintain roadmaps to ensure we are continually making progress.

Norwich

My responsibilities as a Call Centre Representative were as follows:- Talk to customers about their pension options and assist them in getting the outcome they want.- As a call coach, it was my responsibility to listen to my colleagues calls to ensure we were not causing any detriment to our customers. This is because I have a strong desire to do what is right for the customers and we are also heavily regulated by the FCA. I'd then give feedback where necessary. - Train new entrants. - Subject Matter Expect (SME) on various different topics including Drawdown, Lifetime Allowance, Tax Rules etc. - Train my colleagues on the areas I was an SME in, which including building training packs and delivering the sessions to large groups. - Ensure we build and maintain a good relationship with our third parties used in the area (Diligenta and Capita).

I used to work as a sales assistant at Jack Wills in Burnham Market performing a similar role to the one listed below.

I used to work as a sales assistant at Hollister in Norwich. This job gave me experience in retail, improving my customer service and communication skills.

Education record

Education record

Education record