• Manage Incidents and Problems for core business applications such as NEC/Northgate Housing, Advanced Dynamic Resource Scheduler (DRS), and others, supporting customers and managing internal and external suppliers.• Provide triage for application-based faults, bugs and user queries, resolving or escalating as required.• Identify and escalate major incidents, acting as a key part of the major incident resolution team when required.• Monitor non-production and production processes, integrations, and systems, carrying out necessary remedial action to avoid interruption to service.• Perform routine support tasks and system admin duties, working with internal and external teams to resolve more complex requests and ensure continuation of service.• Administer changes to data and systems (including optimisation of systems).• Analyse error trends to ensure effective and efficient Problem management to reduce repeat incidents.• Liaise with third party support partners to deliver enhancements, and fixes to incidents and problems to a satisfactory level.• Implement minor upgrades, and product enhancements, including testing and assessing risk in accordance with Change Management and Release processes.• Maintain documentation of key databases, key applications and processes, integrations, and the ITSM knowledge management system.• Develop and maintain an appropriate level of technical skills.

Leading and managing the Service Team within Business Development, including 1st line support for all housing applications.Coaching and mentoring of Service team members, including development of support processes and documenting of technical support processes and issues.Overseeing service requests, incidents, problems, and fixes for core business applications such as NEC/Northgate Housing, Manifest Universal Adapter, Advanced Dynamic Resource Scheduler (DRS), and others, supporting customers and managing internal and external suppliers.Responsibility for resolution of escalated customer requests and incidents, directing major incident resolution teams when required.Developing best practice ITSM policies, processes, and procedures.Instructing and leading on non-production and production processes, integrations, interfaces, and systems, to ensure necessary remedial action and avoid interruption to service.Performing routine support tasks and system admin duties, working with internal and external teams to resolve more complex requests and ensure continuation of service.Analysis of processes and development of plans to improve service management response to BAU and project-related work.Managing relationships with third party support partners to deliver enhancements, and fixes to incidents and problems to a satisfactory level. Oversee implementation of upgrades, and product enhancements, including testing and assessing risk in accordance with Change Management and Release processes. Member of Change Advisory Board.Creation and implementation of bespoke ITSM solution utilising M365 technologies.Key role in implementing and developing team to improve adoption of Microsoft M365 stack, including Teams, SharePoint, Power Apps usage.

Lead and manage the Applications Support TeamOversee service requests, incidents, problems, and fixes for core business applications such as NEC/Northgate Housing, MS Dynamics 365 CRM, Capita Swordfish EDMS, Advanced Dynamic Resource Scheduler (DRS), Active Housing, Accuserve and others, supporting customers and managing internal and external suppliers.Responsibility for resolution of escalated customer requests and incidents, directing major incident resolution teams when required.Develop best practice Application Support policies, processes, and procedures.Instructing and leading on non-production and production processes, integrations, interfaces, and systems, to ensure necessary remedial action and avoid interruption to service.Perform routine support tasks and system admin duties, working with internal and external teams to resolve more complex requests and ensure continuation of service.Analysis of processes and development of plans to improve service management response to BAU and project-related work.Managing relationships with third party support partners to deliver enhancements, and fixes to incidents and problems to a satisfactory level.Overseeing implementation of upgrades, and product enhancements, including testing and assessing risk in accordance with Change Management and Release processes. Member of Change Advisory Board.Key role in implementing and developing team to improve adoption of Microsoft M365 stack, including Teams, SharePoint, Power Apps usage.Lead Technical User on Dynamics CRM implementation and enhancement

Manage Incidents and Problems for core business applications such as NEC/Northgate Housing, MS Dynamics 365 CRM, Capita Swordfish EDMS, Advanced Dynamic Resource Scheduler (DRS), Active Housing, Accuserve and others, supporting customers and managing internal and external suppliers.Provide triage for application-based faults, bugs and user queries, resolving or escalating as required.Identify and escalate major incidents, acting as a key part of the major incident resolution team when required.Monitor non-production and production processes, integrations, and systems, carrying out necessary remedial action to avoid interruption to service.Perform routine support tasks and system admin duties, working with internal and external teams to resolve more complex requests and ensure continuation of service.Administer changes to data and systems (including optimisation of systems).Analyse error trends to ensure effective and efficient Problem management to reduce repeat incidents.Liaise with third party support partners to deliver enhancements, and fixes to incidents and problems to a satisfactory level.Implement minor upgrades, and product enhancements, including testing and assessing risk in accordance with Change Management and Release processes.Maintain documentation of key databases, key applications and processes, integrations, and the ITSM knowledge management system.Support the delivery of the Guinness IT Roadmap, and IT Change Portfolio plan working closely with project delivery teams including transition o operational service of new application implementations and upgrades such as Dynamics 365 CRMDevelop and maintain appropriate level of technical skills.

Long term secondary supply ICT teacherYear 8 form teacherYear 10 GCSE after-school club teacher

Providing cover for teachers within secondary school settingsTeaching Key Stages 3 and 4 across various subjects, particularly English, Science and MathsServed as short-term substituteInstructed students with disabilities, autism and special educational needsFrequently renewed at contracting schoolsDBS Checked

Placement whilst studying Professional Graduate Certificate in Education at Huddersfield University via Doncaster College University Centre.Creation and delivery of Digital skills support provision to students.Design and delivery of bespoke Digital skills sessions tailored around the Microsoft 365 suite and other educational technologies.Supplying digital skills tutorials, one-to-one support, enrichment, and delivery to students undertaking various programmes within FE and HE, including other teachers and trainee teachers.Assisting tutors in developing digital resources and implementing best practice approaches to delivery of remote and blended learning in their programmes.Safeguarding and PREVENT trained and tested.DBS Checked.

Provision of Business Intelligence tools and reports from MS Dynamics CRM and specialist NHS databases.Utilising high levels of technical knowledge including SQL Server, Power BI, SSRS, SSAS, SSIS (Data Warehouse/ETL).Providing support and maintenance of reporting datasets and tools to end users, including technical training where required, and incorporating writing of technical documentation for team, end-user and managerial use.Gathering of reporting requirements from non-technical Management and Staff for ad-hoc and BAU purposes.Assisting in training and development of Management Information Analysts.Gathering of business and system requirements from non-technical Management and Staff to prioritise what is required within any IT solutions and translate these requirements into design specifications (ITIL Service Strategy and Design).Providing support and maintenance to end users, including technical training where required, and incorporating writing of technical documentation for team, end-user and managerial use.Lead technical role in all major IT project delivery utilizing PRINCE2 or AGILE methodologies, often managing multiple small projects concurrently.Providing business and regulatory awareness, and understanding how any changes may impact systems (risk management).

Technical lead / system manager with portfolio of back office service applications including IT Service Management (Microsoft System Center Service Manager), Elections (Democracy Counts Elector8), Corporate Mailroom (Kofax), Revenues and Benefits (Capita Academy/One), EDMS (Northgate Information@Work).(Microsoft Service Manager), Elections (Democracy Counts Elector8), Corporate Mailroom (Kofax). Utilising high levels of technical knowledge including SQL Server, Orchestrator, Data Warehouse (ETL), Power BI, SSAS, PowerShell.Responsibility for full application lifecycle management of these applications, and related projects such as server migrations, system upgrades and other system development following ITIL Service Transition and Operations (DevOps) best practices.Significant responsibility for adoption and development of ITIL processes throughout the organization through the management of the corporate ITSM application, such as incident management, change management, SLO and SLA provision and more.Key role in team training and development, with coaching and mentoring being a daily part of my role. Leading and directing the actions of several ICT Technical Analysts and ICT Officers in undertaking technical support and maintenance within area of expertise.Gathering of business and system requirements from non-technical Management and Staff to prioritise what is required within any IT solutions and translate these requirements into design specifications (ITIL Service Strategy and Design). Providing support and maintenance to end users, including technical training where required, and incorporating writing of technical documentation for team, end-user and managerial use.Lead technical role in all major IT project delivery utilizing PRINCE2 or AGILE methodologies, managing multiple small projects concurrently.Providing business and regulatory awareness, and understanding how any changes may impact systems (risk management)SharePoint site owner for IT.

Management of the Divisional Training and Quality Team, whose role is to ensure that the training and mentoring requirements of the Division and other services are met.Management of the Development Team; with responsibility for the research, evaluation, development and implementation of strategic, operational and legislative initiatives throughout the Benefits, Taxation and Welfare Rights Division of the Authority.Management of all projects throughout the whole of the Benefits, Taxation and Welfare Rights Division to effectively co-ordinate projects within the Service, to ensure compliance with legislative, corporate and managerial requirements.Report to the Divisional Management Team/Project Boards on the implementation of projects. This requires an advanced theoretical, practical and procedural knowledge of all the sections within Benefits, Taxation and Welfare Rights Division.Act as a senior member of the Divisional Management Team in relation to projects within this remit.Actively participate in the development and implementation of divisional strategies, policies, operational plans, aims and objectives.Responsible for the management of the budget, resources and the project team attached to the projects within the remit of the post. Web Champion for the Benefits, Taxation and Welfare Rights Division, and co-ordinator of all web development on behalf of the Finance & Property Directorate.Deputy Data Protection Officer, Deputy Freedom of Information Officer and Deputy Complaints Officer for the Finance & Property Directorate.

DBA for the Benefits, Taxation and Welfare Rights Division computer systems including Academy Revenues & Benefits System (INGRES DBMS on AIX) and Information@Work Document Management System (SQL Server DBMS on Windows Server).Maintenance of the Academy Connect Self Service system (JAVA/Tomcat/Windows Server)Providing management reports and other KPI’s based on system analysis, using BI tools (Hummingbird BI Query, SSRS) and SQL queries.Senior team member, mentoring junior team members and carrying out management duties and a supervisory role in the absence of the Line Manager.Playing a lead technical role in implementation of all major IT projects such as system upgrades and Server Migration.Providing business and regulatory awareness, and understanding how any changes may impact systems.Gather Business requirements and System requirements from non-technical Management and Staff to prioritise what is required within any IT solutions. Translate these requirements into design specification.Provision of support and maintenance to end users, including technical training where requiredWriting of technical documentation for team, end-user and managerial use.

Founding and developing a highly successful business providing IT consultancy, services, support and maintenance to both commercial and domestic clients.Designing and implementing bespoke networks, packages and databases, efficiently fulfilling client requirements.Gather Business requirements and System requirements from clients to prioritise what is required within any IT solutions. Translate these requirements into design specifications.Dealing with all aspects of client relations and management duties including scheduling, procurement and resourcing, as well as detailed financial control and reporting.

Providing expert technical knowledge and forensic business support to 24 police forces across England and Wales, implementing and providing post system support and maintenance of the SOCRATES scientific support case management system (Oracle/SQL Server)Successfully alternating between customer sites, liaising face-to-face, working independently from home and working office-based, actively participating in company meetingsProviding customers with business and regulatory awareness, and understanding how any changes may impact systems Gather Business requirements and System requirements from non-technical Management and Staff via workshops and meetings, and translating these requirements into design specifications. Reviewing system design to ensure that requirements can be traced to deliverablesProvision of support and maintenance to end users. Monitoring and analysing the development of end users, making recommendations for solutionsWriting and maintaining of technical system and training documentation for team, and customer useCreation of management reports and other KPI’s based on system analysis using SQL and business intelligence tools (Crystal Reports).Delivery of end-user, system admin and business intelligence training where required

Providing support for the police force with expertise in automated human identification systems.Responsible for preparing and producing identification evidence for court, often personally presenting the evidence.Acting as a Workplace Representative, Health and Safety Representative and Branch H&S Officer.Key IT Achievements:Successfully prepared, developed and implemented in-house voicemail and email systems.Project lead on the implementation of the SOCRATES scientific support case management system (Oracle DBMS); including roll-out, configuration, training and support of the system.Created management reports and other KPI’s based on system analysis using SQL Crystal Reports for use by personnel throughout the department.