Steve Nutbeen Email & Phone Number

• Worked in a small global team supporting and testing the Foundation's educational websites.• Provided 1st line support via email, forums and telephone, for a 100,000+ user base, in context of limited cover and extensive autonomy. Ensured all initial queries responded to within set SLAs.• Involved in entire issue life-cycle (logging, prioritisation, escalation, testing, deployment, notification, issue closure and documentation). • Managed issue administration through 1-1 and team reviews, analysing volumes against release criteria, re-allocating or re-prioritising issues where needed and identifying risk areas as early as possible.• Managed website FAQs, Help files and Release Notes. Managed support process documentation.• Fixed basic HTML errors in Foundation's website Library.• Created bespoke data reports for the business teams, using SQL query and Excel export.• Project managed release testing of new feature development, including acceptance and translation testing.• Managed testing infrastructure, designing and updating requirements documents, test plans, test cases and test data. Smoke-tested test sites before acceptance or translation testing.• Created and executed manual and automated testcases on test and production sites to help identify issues quickly and maintain system quality.

• Worked in a small inter-dependent team supplying software patches to customers.• As a team ensured all patch requests were dispatched within set SLAs.• Helped maintain system integrity via regular system maintenance, including file updating and backup.• Improved service quality by producing regular productivity reports and implementing random quality service request checks.