Member of small support team providing enterprise level customer support for RainStor product. This is an archiving application able to compress large amounts of structured data from various sources. RainStor has its own MPP SQL engine along with security and governance capabilities.• Built up skills quickly to ensure that I was able to fulfill an active role in the 7 x 24 support rota within 2 months of my start date with Teradata. Achieved this goal ahead of schedule which, in the first instance, allowed my team-lead to attend an off-site training course.• In parallel to managing multiple customer tickets, I took ownership of additional tasks to ensure the transition to new Teradata policies and procedures had minimum impact to customer and colleagues alike.• Wrote important, customer-facing knowledge articles for previously undocumented procedures. One such article allowed a large bank client to independently relocate their RainStor shared data areas without any loss of data and without alteration to their original schedule planned for this task. • Built a number of test environments on Red Hat CloudForms which allowed the team to collaborate more easily and efficiently on customer tickets and thus help to speed up the process of both incident re-creation as well as resolution. An important goal with support team split between the UK and USA.

Member of a small team providing support to the customer O2 and their Prepay application. Manage service delivery to and for the customer. This required coordinating various engineering teams across the world in and outside of HP. Take ownership of individual support calls logged by customer, through to resolution. Provide auditable incident reports to customer for all 'system down' scenarios. Provide 2nd Level support (7x24) for customer's Prepay Application running on Red Hat Linux, Tru64 UNIX, HP-UX, Tandem NonStop and Windows (Billing Management, Call Routing, Interact Voice Response). Responsible for providing monthly, auditable report to customer that tracked system alerts generated/issued across all application platforms. Responsible for providing auditable report to customer and to give plenty of advance warning of 'end of life' dates affecting any application software across all platforms. The same report was used in-house at HP to determine which components needed to be base-lined for future releases of the application. Maintain database detailing historical information on system/application upgrades applied to all application platforms. Plan, support live system/application upgrades on Windows Desktops, Linux/HP-UX/Tru64 UNIX/Tandem servers. Maintain in-house database containing useful information for resolving known problems. Review historical alarm data and provide analysis thereof to customer. Attend/host daily customer meetings. Provide or 'act' as the single point of access to the customer, for the various 2nd and 3rd Level support teams. Manage metrics for calls logged by the customer, and to the agreed SLA. Facilitate delivery of bug-fixes for the application software, through to the design, testing and implementation of system enhancements.

Member of a small support team providing end-user support for the Network Management solution platform TeMIP. Customers included Vodafone, BT, Energis and Cable & Wireless. Work directly with the customer on trouble-shooting application/operating system problems. Coordinate various teams to ensure the right solution was delivered to Vodafone. Test bug-fixes. Assist the customer with system administration of their application. Perform system upgrades and installations. This was mainly done on customer site and making changes to the customer’s live systems and network.