Aderant, headquartered in Atlanta, Georgia, is a global industry leader in providing comprehensive business management software for law and other professional services firms. Aderant is an established and trusted partner with law firms of all sizes including top 100 Global Law Firms and AmLaw 200 firms due to its versatile and innovative solutions, superior customer support and reliable implementation process.

In Jan 2018 I started a new role within the organisation, the role is to manage a team of test professionals to test the UK & Ireland solutions end to end, ensuring that what has been delivered by multiple development teams from across the Verifone global business meets the clients and UK business expectations. This requires the team to understanding the cllient and how the client will use the solution(s), the client requirements and includes testing items ouside of the payment, such as… Show more In Jan 2018 I started a new role within the organisation, the role is to manage a team of test professionals to test the UK & Ireland solutions end to end, ensuring that what has been delivered by multiple development teams from across the Verifone global business meets the clients and UK business expectations. This requires the team to understanding the cllient and how the client will use the solution(s), the client requirements and includes testing items ouside of the payment, such as order processing, installation, usability and support process. Show less

Within this role I was responsible for the OCIUS Gateway software testing, this includes infrastructure applications, terminal applications and web application. I was also responsible for the acquirer certification of our solutions, ensuring that the solutions we offer our merchants are fully approved with all UK Acquiring Banks. My team were the owners of compliance issues that are raised via the card schemes or UK acquirers, ensuring that any issues are investigated and resolved to… Show more Within this role I was responsible for the OCIUS Gateway software testing, this includes infrastructure applications, terminal applications and web application. I was also responsible for the acquirer certification of our solutions, ensuring that the solutions we offer our merchants are fully approved with all UK Acquiring Banks. My team were the owners of compliance issues that are raised via the card schemes or UK acquirers, ensuring that any issues are investigated and resolved to the satisfaction of the reporting entity.Finally, it was my responsibility to ensure that all software is deployed to the various test and production environments using ITIL release methodologies, we also ensured that all deployments were tracked so that evidence can be provided within the annual PCI audit.Main responsibilities are..Acquirer CertificationsValue Add CertificationsCard Scheme MandatesAcquirer MandatesIIN Table UpdatesP2PE BIN Range White listKey File UpdatesCertification, Compliance & Mandate QueriesSoftware Quality AssuranceRelease Management...to name but a few. Show less

My role within VeriFone UK did not changed from that I held within Commidea Ltd. However, I reported to the Director of Client Services within VeriFone UK. VeriFone UK also introduced a technical courier service. I was instrumental in creating and implementing the processes, documentation and training required in order for this service to be a success. As part of this I had taken on the responsibility of managing the third party. In order to manage the third party effectively I completed… Show more My role within VeriFone UK did not changed from that I held within Commidea Ltd. However, I reported to the Director of Client Services within VeriFone UK. VeriFone UK also introduced a technical courier service. I was instrumental in creating and implementing the processes, documentation and training required in order for this service to be a success. As part of this I had taken on the responsibility of managing the third party. In order to manage the third party effectively I completed monthly service reviews to ensure that the service that was delivered was meeting the contractual obligations as well ensuring that issues identified were documented and resolutions sought. This also required all invoices to be verified, challenged where appropriate before signing them off to be paid. Show less

4 years after being made Assistant Technical Support Manager I was promoted to Technical Support Manager, this job title and the department then re-branded to become the Merchant Helpdesk. The Merchant Helpdesk consisted of 8 staff at the time but grew to become a department of 35. This was broken up into two teams, Frontline (1st Line) and Technical Support (2nd Line). My responsibility as Merchant Helpdesk Manager was to ensure that we provided excellent support and customer services to… Show more 4 years after being made Assistant Technical Support Manager I was promoted to Technical Support Manager, this job title and the department then re-branded to become the Merchant Helpdesk. The Merchant Helpdesk consisted of 8 staff at the time but grew to become a department of 35. This was broken up into two teams, Frontline (1st Line) and Technical Support (2nd Line). My responsibility as Merchant Helpdesk Manager was to ensure that we provided excellent support and customer services to all customers with technical and non technical user queries on any of our products or services. Our customers had extremely challenging SLA’s that I ensured were met by monitoring on a daily, weekly and monthly basis. I produced monthly Management Information to the Head of Operations and direct to some of our higher profile customers. I attended meetings with existing customers and potential new customers. The role of the Merchant Helpdesk Manager was very demanding, dynamic and challenging, the result of which meant that I ensured that the helpdesk was flexible in order to serve our customers ever changing requirements. Show less

Hidden Hearing Limited sold and repaired hearing aids. My role at Hidden Hearing Limited was providing desktop IT support to 100+ local users and 150+ remote sales users. The role also involved travelling to other offices held in Madrid (Spain) and Lisbon (Portugal)