• Incident management of high impact/severity issues to strict SLAs. Including management of the client and internal resources to bring the issue to resolution. • Out of hours Support when required for deployment of data and code fixes. • Particulate in Change Management process to ensure quality of fixes deployed. • Manage client expectations and problem resolutionManagement of code Problem backlog to ensure reduction and stability of product is increased. • carry out daily… Show more • Incident management of high impact/severity issues to strict SLAs. Including management of the client and internal resources to bring the issue to resolution. • Out of hours Support when required for deployment of data and code fixes. • Particulate in Change Management process to ensure quality of fixes deployed. • Manage client expectations and problem resolutionManagement of code Problem backlog to ensure reduction and stability of product is increased. • carry out daily health checks to ensure early capture of any issues arisen. • Provide Director-level reports• Conduct Service Reviews and present to clients• Work with the client to validate, classify and prioritise incidents• Identify and communicate risks to client satisfaction on a timely basis• Understand each client’s scope of service and identify out of scope requests• Provide root-cause analysis of incidents and problems Show less

• Manage client expectations and problem resolution• Provide Director-level reports• Conduct Service Reviews and present to clients• Work with the client to validate, classify and prioritise incidents• Identify and communicate risks to client satisfaction on a timely basis• Understand each client’s scope of service and identify out of scope requests• Provide root-cause analysis of incidents and problems

As Support Team Manager I manage a 10 strong Application Support team and encourage the achievement of SLA's, working to best practises and hitting targets for both Ticket Solves and client satisfaction. I'm encouraging growth in the team through arranging/heading technical workshops, ticket review sessions, 121s, skill transfer/shadowing other areas of the business and imparting skills/knowledge in other sessions covering ticket management soft skills.In addition to this I am… Show more As Support Team Manager I manage a 10 strong Application Support team and encourage the achievement of SLA's, working to best practises and hitting targets for both Ticket Solves and client satisfaction. I'm encouraging growth in the team through arranging/heading technical workshops, ticket review sessions, 121s, skill transfer/shadowing other areas of the business and imparting skills/knowledge in other sessions covering ticket management soft skills.In addition to this I am responsible for gauging resource required, and handling the recruitment/training of new team members. Liaising with other areas of the business, I am a point of escalation for clients and Licensing partners to arrange for suitable action/resource, dealing with complaints and feedback. This includes explaining and justifying charges on tickets where applicable. I'm also ensuring sensitive or time critical cases are dealt with in a timely manner. I also arrange for non-support items to be dealt with by other teams in the business (Product Engineers, Project management, Account management, R&D). To achieve this, process documentation, education and improvement forms an important part. All in all it is a team I am proud to have grown with and ultimately built up from the three members when I joined in 2011. Show less

As Support Team Leader I continue to work on 2nd line cases and tasks with the additional responsibilities of;Activly involved in the recruitment and training of new team members. Managing the workload of a team of 7-9. Being the first point of escalation for clients and Licensees to arrange for suitable action/resource.Arranging for non-support items to be dealt with by other teams in the business (Product Engineers, Project management, Account management, R&D). Handling… Show more As Support Team Leader I continue to work on 2nd line cases and tasks with the additional responsibilities of;Activly involved in the recruitment and training of new team members. Managing the workload of a team of 7-9. Being the first point of escalation for clients and Licensees to arrange for suitable action/resource.Arranging for non-support items to be dealt with by other teams in the business (Product Engineers, Project management, Account management, R&D). Handling sensitive or time critical cases. Encouraging growth in the team through arranging/heading technical workshops and other sessions covering case management "soft skills".I pushed for and built the first version of Staffcare's Orange Campus. Allowing Staffcare's licensees to raise and mange cases through a web interface linking to our internal case management system. This allowed the licensee to not only log, manage, report on cases but also exposes a set of knowledge base articles and guides. This has lead to increased and more efficient communication of cases to licensees while also allowing the support team to more efficiently handle increased numbers of cases.This has subsequently been added to as a joint venture between myself and R&D. I continue to strive for improved processes to increase team efficiency and client satisfaction. Show less

As a second line support engineer I worked on cases escalated from 1st line as well as escalating through to 3rd line/R&D for issues in the core code. In this role I managed a high caseload and had to respond to changing priorities and customers own internal deadlines. Responsibilities included keeping clients/licensees updated with the status/progress of cases as well as updating the case in the system. Issues raised were on a wide scale from configuration within the… Show more As a second line support engineer I worked on cases escalated from 1st line as well as escalating through to 3rd line/R&D for issues in the core code. In this role I managed a high caseload and had to respond to changing priorities and customers own internal deadlines. Responsibilities included keeping clients/licensees updated with the status/progress of cases as well as updating the case in the system. Issues raised were on a wide scale from configuration within the application, Data issues, programming errors/customisation to server issues. Solutions range from educating clients/licensees to application of fixes to data, XHTML, XSL, Javascript, configuration, in house database management/logic with the "Toolkit". Show less

Responsible for supporting anything from home users desktops and printers to small companies multi-server network solutions. This included operating systems for which I attained a Microsoft accreditation for Small Business Server. As well as maintaining and replacing faulty hardware which could range from parts to full rebuilds. Part of the day to day running of said systems included maintaining Active Directory and monitoring backups.