Paul Thompson Email & Phone Number

United Kingdom

United Kingdom

In this role i worked in a team of 6 application support engineers supporting over 300 in-house developed and thrid party applications.- Liaising with suppliers and the business to facilitate a customer focus support team- Supporting applications using Oracle 8+ being the ‘go to’ lead for these applications- Managing the full upgrade process: risks involved, analyse dependencies, back out plans and complete relevant internal approval & documentation- Managing your own workload within the relevant SLA’s: prioritising work, working as a team to provide an in-depth technical knowledge to solve incidents in accordance with the published SLA’s- Cross training of existing and new applications building skills in the support team and providing the team with the relevant technical documentation to agreed standards- An awareness of software development and software testing methodologies to complete software testing of eForms needed for new and existing applications - Supporting web server applications and knowing how they interact with SQL 2000, 2008 & Oracle databases - Knowledge of and understanding of architecture related issues such as security, user permissions and firewalls to give the relevant section of your team the information they need to fix the issue- Experience in application licensing for a multitude of applications and the processes behind this. Experience of configuring systems- Knowledge of hosting, updating and architecture of websites to help support the numerous web hosted sites in the council- Knowledge of ITIL and the use of this within a large organisation- Leading on using MS v4.6 SP1 AppV to virtualise all of our current applications to be thin client ready

In this role i worked in a team of 4 who were responsible for over 3500 users:- Providing first line technical support to the users- Logging calls then assigning them to the relevant teams- Keeping users up to date on progress of their calls- Escalating any critical incidents so that resolution is provided with minimal disruption to the service- Troubleshooting technical issues with XP, 2000, office 2000, 2003 & 2007- Using LANDesk remote control software to fix technical issues at first point of contact- Communicating with a wide range of users of all ICT level via e-mail & via telephone

Education record

APM Project Fundamentals qualification (PFQ) Project management (Scrum & Agile)

Education record

Microsoft Certified Desktop Support Technician (MCDST) MS Office Specialist for Excel 2007 MS Office Access 2003 Writing queries.

High School

11x GCSE’s A-C grades incl ( A – ICT) 3x A levels graded (A,B) in AVCE Business ICT, (B) Fine Art