Technical Software Support Specialist with over 25 years of hands-on experience in providing exemplary technical assistance and troubleshooting solutions. Proven ability to navigate complex software issues, optimise systems and deliver exceptional customer satisfaction. Working for a Global Software company with many product suites across Enterprise Content Management delivering information management and information governance within local and central government across many applications designed to power digital processes and transformation. Regulatory solutions within multi-industries such as Health and Social Care, Conservation and Environment, Road and Rail and Water and finally within the Wealth, Banking and Insurance market for compliance and content control to also meet strict industry regulatory requirements. Adept at leveraging decades of expertise to drive efficiency, resolve challenges and enhance user experiences, manage high-profile stakeholders in dynamic environments, with a proven track record of successfully navigating high-risk scenarios to deliver strategic outcomes.3rd line Technical Support to mentor the ServiceDesk and to deep dive issues to help the Product and Engineering team to prioritise, resolve and release tickets on behalf of the customer. Own the jira queue and backlog, to categorise, triage, audit and resolve tickets to reduce the interruption to the Engneering team. To be the SME and as required the Incident/Escalation manager to provide technical knowledge and clear communication to prescribe next steps and actions, to effectively convey complex technical and business concepts to stakeholders at all levels, to provide the account and customer success managers with the full picture to engage as required with both the internal stakeholders and the customer Investigate, analyse, and problem solve incidents raised using log files, code analysis, system and operating statistics, graphs and measurements, data formats and results, and database techniques such as data analysis (query). Java, Javascript, Log4j2 debugging, hibernate, SQL, PostgreSQL, API, REST, SOAP, JSON, HTML, XML, CSS
Listed skills include Document Management, Documentum, Enterprise Architecture, Enterprise Content Management, and 2 others.
