• Head up support and management for all clients on Microsoft Dynamics Business Central/Nav and LS Retail.• Design and Implementation for BC Customer systems, LS Retail/Central POS.• Working on large projects end to end design, implementation, process and documentation. • Management of support responses and client liaison to ensure support SLA’s are maintained and customer satisfaction is ensured through exemplary communication.• Monitoring the Support inbound and maintaining support cases.• Management, training, mentoring and organisation of other internal or external resources to ensure Dynamics Nav/BC client support is delivered to the highest level.• Identification and implementation of system and process improvements as applicable.• Record all customer correspondence and capture training and sales opportunities.• Liaise with consultants, developers and solution managers for any product issues.• Mentor colleagues around Nav/BC customers’ mission critical issues for effective troubleshooting and timely resolution.• Publish Knowledge Base articles.

• Provided support and administration of TPRG ERP systems.• Effectively undertake system administration, including product, schedule and user function delivery in line with business change processes.• New store roll outs of Nav 2018 RTC, LS retail, Data director with SQL R2 express.• Ensure system configuration information is complete, current and accurate.• Deliver small and support large projects in-line with business & IT strategy.• Managing outsourced development and support providers to objectives, deadlines and SLAs.• Providing 3rd line support on a variety of business systems / services.• Providing training, including the creation of support guides along with admin function documentation and ensure effective handover to Service Delivery Team.• Advise management on standard functionality and how these functionalities can be employed either with few modifications to the system or with minimal changes to the current business process.• Facilitate management to make decisions on required changes by providing all available options.• Carry out detailed study of change control notes provided by external contractors to ascertain and advise the business of the feasibility of these change controls.• Planning and preparing scope for pilot dual trading on Nav 2018 RTC.• Liaise with external contractors to change request and issues arising from user acceptability testing.• Prepare UAT scenarios for end users and training.• Project management for Nav enchancements.• Build and maintain training environments.• Maintain test environment.• Maintain change logs.

• Optimizing Qlikview – Business Intelligence and I-level – Merchandising applications to find fast and effective solutions to drive the business, hence increase revenue.• Responsible for both systems applications across the business.• Provided intense I-level refresher training to over 30 brands across the UK.• Also troubleshooting system problems, diagnosing and solving ongoing root issues.• Supporting the roll-out of new application versions for testing and evaluating.• Rapidly establishing a good working relationship with users both internal and external and other professionals.• Maintained technical and procedural documentation.• Project completed, the business has benefited with increased revenue.

• Implemented production planning on Navision in the UK for the Airline Catering module so there can be a substantial control between departments such as Dispatch, Production and Purchasing.• Ensured that Navision is working to its fullest capabilities with maintaining hot fixes and regular updates from Austria (Vienna Head Office).• Daily maintenance of production planning and stock master as well as menus, flight plans and recipes.• Control of stock quality and par stock levels in the Inventory module.• Reporting in Navision for purchase and production lists in purchasing.• Liaising with Head Chefs regarding new recipes to be entered into Navision for the Airline Catering module.• Working closely with suppliers and internal departments to prepare menu specifications in Navision.• Training and encouraging staff users to continue production and purchasing via Navision.• Liaised with external and internal stakeholders such as Head Office (Vienna), Microsoft Gold Partner and international partners to complete the Navision project. After project completion this has allowed DO&CO to manage stock, budgets and production more efficiently

• Managing and planning the work to deliver the required level of service within Application support by adhering to the defined Incident, Problem and Change management process.• Implement automatic monitoring tools to monitor the system performance and alert the necessary support staff in the event of failure.• Ensure the necessary skills and adequate resources are available within the team for managing and supporting speedy response to incidents, resolution of problems and managing the impact of change on the Business. • Hold monthly meetings with key business users to ensure all priorities are being correctly assigned and delivered on time.• Provide technical guidance to team when required.• Ensure the team gets relevant training, system documentation and necessary support when new systems are introduced into support.• Influence the identification and acquisition of appropriate skills within the rest of the IT department to ensure everyone are aligned to provide the best support to business. • Provide the required leadership in identifying and eliminating roadblocks and enabling the team to achieve their objectives, to enhance the working conditions and provide a fun and supportive working environment .• Work with other team leaders to ensure that informality is effectively shared within the IT team as a whole. • Ensure that the teams are using the agreed processes and that the processes are clearly documented and communicated. • Reprioritise work as required to ensure that work is allocated effectively and in a timely fashion. • Run regular team meetings and formally report to the Service Manager. • Line management of team members includes, mentoring, carrying out performance appraisals, deal with staff issues and escalate where necessary.• Identify training requirements and conduct skills gap analysis for reports, ensuring the correct level of skills in the team to deliver to the business within agreed service.

• Mothercare, Phase 8, Bewise, including organising training and primary contact for 2nd /3rd level support and vendors.• Managing service levels and client expectations.• Carrying out quarterly team member reviews.• Generating monthly internal/external reports for clients with the aid of Crystal Seagate (SQL 2000).• Providing excellent first/second line support to national and international clients.• Supporting many EPOS systems at remote sites, using dialup (PC anywhere)/frame relay, ISDN/ADSL/VPN connections using NetOp/ViewDos to remote to client servers.• Detailed call logging and statistical /trend analysis on any previous, current and future issues.• Supporting numerous hardware peripherals and providing technical support for DOS 6.22, Windows 95/98/2000/XP, EPOS, Networking, Remote Frequency systems and other bespoke software.• Client troubleshooting and problem solving, utilizing and maintaining internal test lab.• Providing support via the means of telephone and emails.• Basic troubleshooting for UNIX systems.• Configuration and maintenance of DUN connections.• Communications with UK\USA based 3rd Line network satellite and server support. • Supporting Windows based BeSpoke software such as Navision Infostore and Coalition based systems. • Preparation and organisation of training documentation.• Prioritisation of calls. • Support DOS based Legacy systems for clients, installation/de-installation of client software.