Tim Wright Email & Phone Number

Sutton, Gb

United Kingdom

As the Application Support Manager I report directly to the CTO and am responsible for shaping the direction of the Application Support Team. My primary responsibility has been building out the Service Desk Model to provide the highest level of service to the business. I am responsible for delivering service related metrics designed in JIRA IT Service Desk to Board MembersMain ResponsibilitiesBuild and maintain JIRA dashboards for the whole of IT to monitor service desk queuesActively review the resolved tickets to identify trendsProvide KPIs to be used in board level meetings to reflect IT Support levels of serviceLead a team of highly skilled individuals Provide mentorship for the Application support team staffConduct monthly 1-1s to feed into the company annual review processAct as member of the support team to support a suite of SQL Server based bespoke applicationsInstigate the problem management process Provide a maintenance plan for the SQL Server environment Lead weekly review meetings for Application Support IssuesAct as an escalation point for any Application Support IssuesInstigate priority levels on tickets as a precursor to SLAsLiaise with external software vendors to manage development bugs/fixes

My Current Role is being the Senior Support Lead for the Rothschild Global Advisory department. This involves a high level of contact with senior stakeholders and responsibility to ensure the production environment is stable for all systems.I have been responsible for implementing Service Now into the Global Advisory division to move the company away from an e-mail-based support system to a fully integrated Service Desk model with regular metrics from dashboards distributed to senior management in monthly reports packs. I manage the support queue for the entire department and am responsible for all resolutions of incidents between the L1 team (remote), the L2 team and where necessary L3.I also manage test cycles, releases and user comms. for the department. Major Responsibilities Manage Communications to GA business on any system issue Manage the hyper care process for any major new products released to production. Service Now – Product Owner and Responsible for queue management and Dashboards Establish KPIs for the Support team. Mentor and train staff where appropriate MS Dynamics – Primary Support for all issues on Client Connect (bespoke workflow and MS Teams document storage product) Ensure the system is stable by monitoring all alerts Respond to queries escalated to the L2 team in a timely fashion Actively monitor the SQL Server Environment performance Test Management – manage and plan quarterly release cycles. Release Management - Manage all system releases and comms Change Management – Represent the department at all change management meetings. Problem Management – managing all problem management meeting and resolution. Vendor Liaison – development is done via external vendors – liaise with vendors on all system issues. Monthly Stakeholder Meeting Management – Produce monthly production summary for senior management on any support issues.

Role involved supporting the Banks General Ledger Processing via a 3rd Party product (COBRA). I joined the bank in 2010 before the system went live and aided the development team perform extensive testing to ensure the system was robust enough before it was deemed fit to go live in 2012. As the SME for the system I was given the responsibility to provide Global Support Training for each region as the system was rolled out in Singapore, Mumbai and New York.

Projects FSA TRS Accuracy and Completeness DatabaseI have designed a database to analyse the accuracy of the trade data that is submitted to the FSA. This is done by allowing users to build exceptions where trades should and should not have been submitted the FSA. A complete days trade activity from the relevant source systems is analysed and compared to a file received from the FSA detailing all trade activity that has been submitted.The exceptions then allow the business to better understand omissions and thereby reduce the risk of any fines to the bank for failure to submit relevant trade activity.The system has been designed with an MS Access 2003 front end and a SQL Server 2005 back end. After a trial period of 6 months the system will be ported to a Java environment. I have done all the analysis for this project and prepared a full set of documentation and test plan using the RBPM(Risk Based Project Mananagement) methodology.Other Key ProjectsBrokerage RatesI performed all business analysis and development for this system. It stores brokerage rates for financial products by broker and performs a monthly reconciliation to confirm the rates billed are correct.It is estimated that the use of this system could save up to USD 1million in a calendar year.The system is built with an MS Access 2003 front end and a SQL Server 2005 back end. Trades are downloaded from relevant source systems on a monthly basis via SSIS packages.Standard format broker invoices are also imported via SSIS.All files are dumped in a data load area and loaded via scheduled job on Control-M.Global Settlements AssistantI have designed an Oracle 10g database- The Global Settlements Assistant is a system that merges all transactions from the banks equities and debt(fixed income) business Prototype screen design has been done in MS Access and the functionality will be used for a Java front end.

Major Project:Production/Support/Enhancement of pseudo ETB system that updated a millennium ETB that was incorrect with journal entries from a variety of sources and produced various reports that allowed users to see the results of their corrective activity before posting their activity into the live system.Skills attained:Skills attained have been business based. Familiarity with double-entry book keeping and Financial control procedures has been achieved, as has the ability to interrogate core financial systems (Peoplesoft and Millennium) and provide both senior management and staff with meaningful information in an easily understood format.

Major Responsibilities: Y2k conversion of and support of existing applications EMU conversion and support of existing applications Supervising graduate staff Design of Access 97 databases as front ends to Sybase servers containing deal data via RAD methodologyMajor Development:Reconciliation of deals from Devon FX and Sold, highlighting inconsistencies by:- Value Date Buy/Sell Currency Buy/Sell Amount Deal NumberAn ad-hoc query facility was also provided to allow management and settlement staff to query the system on a deal by deal basis and provide custom reports.

 Upsized MS Access 97 DB to SQL Server Migrated Access 2.0 Databases to Access 97 Designed Automated Swift Payments System for BackOffice Attended "Developing Applications in Visual Basic 5.0 and SQL Server” course at Learning TreeMain Responsibilities:Responsibility for the programming of financial systems for front, middle, and back office, design and implementation of SQL Server global Database structure. All systems were designed using RAD methodology, frequent user interactivity was encouraged to refine the prototype as seamlessly as possible into a working application.

 Overall Responsibility for conversion Dataease systems to MS Access Attended and passed 10 week City & Guilds Visual Basic 3.0 programming course Designed system to provide financial and statistical information on licensing of soft/hardware throughout Natwest MVS systems departmentMain Responsibilities:Overall Responsibility for the design, testing of implementation of MSAccess databases throughout the MVS systems department at NatwestBank.Skills Attained:Microsoft Access Ver 2.0 (including use of Access Basic), extensive useof Reports, migration of existing Dataease systems to MS Access, VisualBasic 3.0

Bachelor Of Science (Bsc), Information Technology

IT

Hnd Business And Finance, Information Technology

IT

Bachelor Of Science - Bs, Information Technology

Bachelor Of Science - Bs, Information Technology