I joined Sopra Group in March 2014, on the graduate programme, initially I was trained in Java development, completing certification before joining a role as a technical support analyst.Across almost 10 years, I have worked on a broad range of projects with various clients, in both technical support, and software development.In addition to the roles I was working on, I also was trained in Business Analysis; of which I gained a foundation certification, and also was part of an internal group to push for Application Security.I have listed my previous roles below.

Worked for a devolved government client within a 3rd line support team, to support multiple agricultural related systems• Carried out root cause analysis of issues found in software code, configuration, database and also user driven incidents• Managed and prioritised helpdesk tickets within SLAs• Investigation of reoccurring issues and major incidents• Identified software bugs and defects in production environments• Developed PL/SQL scripts to address data issues• Created analysis spec and liased with software development teams• Systems monitoring

Worked for a devolved government client as a Java developer, working on integration of multiple fisheries systems.• Worked as a Java developer within the JBOSS framework• Responsible for the integration functionality using REST and SOAP messages, between various fisheries systems• Developed new middleware functionality in Java with TDD

Worked for a client in public healthcare, working in a development team to create a replacement pharmacy claims system• Worked as an Oracle developer building front-end and middleware components in Oracle Application Express (APEX) and PL/SQL

Worked for a client in the justice sector in a hybrid role of both software support and development.• Developed code-fixes and new functionality in Oracle Forms and Reports and PL/SQL• On-call support for incidents outwith normal support hours• Managed priority support tickets within very tight SLAs• Engaged with client regarding new functionality and legacy issues

Worked on a project for 3 local council clients. In this role I maintained the infrastructure, developed changes to the software and provided continous support, including managing the client relationships, for a time.• Provided continuous support of three distinct environments in a full stack model• Carried out the development, maintenance and fixed bugs in SQL scripts, PERL and HTML• Managed and maintained server stack – Linux, Apache Web Technologies and MySQL database• Carried out Software Release Management• Managed and repaired challenging relationship with a client• On-boarded a new external support and development team to transition responsibilities

Worked on a project for a public healthcare client, as a 3rd line support analyst.• Developed optical character recognition improvements for prescriptions• Maintained and managed Windows servers• Identified potential issues in prescription processing, resolving them• Provided continuous support and resolved issues within tight SLAs• On-call work for upgrades and major incidents

Worked in a customer facing role with various responsibilities. I was a trusted colleague, and helped create a friendly environment both within the team and towards the customer perspective; customers consistently noted my knowledge of the range of products and also other products that I could recommend.