Key responsibilities included; - Deputised and provided support to both the HP Oracle Applications Support (OAS) Service Delivery and Problem Managers – for over 150 sites and 75,000 end users. - OAS Project Manager on the ‘HP HMPS Estate wide Printer Refresh program’ – installing and configuring over 1,000 new printers to over 150 sites.- Selected as HP Service Manager9 Incident and Problem Subject Matter Expert (SME) i.e. drafting user guides and mentoring management and peers.- HP ORACLE Partner Network (OPN) Administrator involving on-boarding over 100 new starters with the portal and getting them registered and enrolled on oracle based courses - Provided functional and technical analytical support for production and pre-production systems i.e. Oracle Financials E Business Suite and other associated Oracle technologies, for HMPS/NOMS client.- Monitored system with in depth investigation and resolution of system problems and failures.- Gathered business requirements and provided functional and technical solutions.- Implemented pre-production and production changes i.e. Migration & change requests, enhancements and fixes, with collaboration from ORACLE UK.- Maintained the incident recording systems Vantive and HP SM9, ensuring service level agreements (SLA’s) are met and incidents and problems were thoroughly investigated.- Liaised with Release Management (HP and HMPS) to ensure that standards and procedures were met when implementing in to the live environment.- Maintained and populated team records and reports for Knowledge share, audit and Quality purposes.

Key responsibilities included:-- Specialised in delivering small to medium sized projects, up to £250,000, which included customer change requests, problem fixes, service Improvements, preventative maintenance and product enhancements to the full DWP estate of applications.- Managed a variety of small to medium projects simultaneously – up to 10 at one time.- Effectively estimated costs, timescales and resource requirements – always remaining within budget.- Scheduled and monitored projects using MS Office Suite.- Produced and reviewed project documentation, quality and risk plans, in line with Governmental guidelines.- Managed the impact of change in line with change control procedures.- Maintained effective financial and project progress, involving forecasting and planning.- Followed all relevant processes and procedures and fully complied with project audits.- Ensured the project was formally closed and lessons learned were documented.- Oversaw the Change and Release Process using the HP DWNG tool.- Utilised strong communications skills, working with people at all levels throughout the programmeProblem Manager (Temporary secondment to cover a career break)- Responsible for the success in the reduction of DWP aged cases by 80%- Adhered to all relevant Problem Management processes and strategies - Attended weekly “Problem” board and associated meetings to discuss SLA’s and current problems.- Managed the implementation of over 100 problem fixes into the production environment

Key responsibilities included:-- Provided first and second line Live Applications Support to HMPS (serving over 150 prison sites), Jobcentre Plus and Dignity (Co-Operative funeral Directors) ‘Oracle Financials E Business Suite (Phoenix)’ end-users. - Carried out in depth investigation and resolution of system problems and failures.- Liaised with HMPS, Jobcentre Plus and Dignity Management ensuring service levels were maintained.- Implemented system ‘enhancements’ and ‘fixes’ through collaboration from ORACLE UK.- Maintained the incident recording system i.e.Vantive and Remedy to ensure service level agreements were kept and problems were reacted to.- Liaised with Release Management and adhered to HMPS and EDS standards and procedures to ensure that system fixes/enhancements were carried out to standard.- Maintained and populated team records and reports for Knowledge share, audit and Quality purposes.- GAD QMS and GSMS Quality Controller for the OAS Support Team. - Covered the Job Centre Plus Oracle Support Team Lead position for 3 months until the contracted ended.