Rupert Hawkes Email & Phone Number

Brighton, England, United Kingdom

Act as technical overseer for the production environment (collate and provide analysis of technical issues across all customers)Identify & assist in delivering technical improvements to the Support Team workflow (ticketing, development, deployment & processes)Identify and deliver improvements to core solutions for the monitoring alerting of the application, reducing the cost of support for the applicationCollaborate with the Architect & Development teams to ensure that sound application design and quality practices are implemented, with the supportability of the platform in-mindParticipating in the development of the technical strategy in collaboration with key colleagues, ensuring it remains relevant for the medium and long-term requirements of our customersUnderstand the new technologies identified in our technical strategy, how they fit into the architecture and share knowledge for the Support TeamDevelop and promote processes to help improve identification of business revenue opportunities from support requestsProviding second line application support for our flagship product, whilst monitoring the application platformsEngaging problem-solving skills to troubleshoot issues, identifying the root cause and implementing solutionsEscalating issues appropriately and communicating proactively with the Service Delivery ManagerLeading business critical incidents and participation in out of hours support on call rotaSupport the Service Delivery Manager in mentoring team members and managing escalations.Participating in the company change management approval processAssist in the recruitment for Support TeamPromote a support mentality to wider community through training initiatives,documentation and feedbackHost technical training, overviews and developer education sessionsInduct and train all new Support employees, including adhoc support, creating training plans and leading classroom sessionsFostering collaboration, and communication amongst team members

Brighton

*** in addition to responsibilities as developer in support ***Devise and deliver technical training for new starters, including cohorts in the Graduate programme. Also technical training for customers remotely and for in-house Account Management TeamDesign and deliver an exhaustive Technical Support Knowledge Base used widely across the company.Assist the HR team with recruitment of Technical staff, including acting as lead and technical support interviewer.

Brighton

Provide 2nd line technical support for the global customer base.Deputise for Service Delivery ManagerInvestigate and resolve issues in production and User Acceptance Test application environments, analysing database, server logs and source code.Maintaining and developing SQL SPROCs/reports, HTML templates, XSLT translation files, VB, C#, ASP code.Gatekeeper for production servers monitoring tool - Frame Flow. Administrator, principle contributor to the platform support knowledge base.Identify and implement general improvements, refactoring, repayment of technical debtLiaise with clients and external partners.Foster collaboration and communication amongst team members. Act as mentor for junior team members, providing guidance and advice.Provide out of hours on call support.Contribute to estimates and representing the Support team in project initiatives.

Provided pre/post sales 2nd and 3rd line technical support for software development tools.Visual COBOL, MF COBOL, ACUCOBOL, RM/COBOL

Westminster, London, Uk

Provided pre and post technical support for software development tools relating to RM/COBOL and Relativity for the EMEA region. Designed, developed and presented technical training courses for customers within the region.

London, Uk

Developed business applications for the Royal Document Image Processing Centre using COBOL (Concurrent COBOL and MF COBOL), C (PC, HP/UX and realtime systems), VB plus a load others!Fully involved in the full development cycle, from user requirements, technical specs, software development, unit and acceptance testing, support and documentation.Provided 24 hour 3rd line support for data processing centre, processing £50,000,000+ worth of financial docs (BT bills, cheques, sales vouchers)