Apr 2011 – Mar 2013 · 1 yr 11 mos

May 2007 – Mar 2011 · 3 yrs 10 mos

• Involved in the build, testing, delivery of Release 1 (European Power & Gas) & subsequent 2nd line support of Centrica’s Endur implementation. The role requires day to day support of the Openlink application. Dealing with incidents raised by front, middle and back office departments in a timely manner, taking into account agreed Operation Level Agreements and Service Level Agreements on a 24 hour basis. Provide on-call 24 hour support for all business users and technical support issues. Develop AVS scripts to fulfill business requirements on Openlink and bug fix existing AVS scripts. Perform core code installations/upgrades and AVS script deliveries.
• Responsible for defining and implementing Centrica’s release strategy for the Endur application and have assisted in the development of several operational processes such as the infrastructure alerting, support model and the creation of new user accounts.

Oct 2006 – May 2007 · 7 mos

• Joined Centrica as an Application Support Analyst as one of 3 initial members of a newly formed Application Maintenance team. Involved in the provision of 2nd level application support for a number of applications. Dealing with incidents in a timely manner, taking into account agreed Operation Level Agreements and Service Level Agreements on a 24 hour basis. Working with a high volume of 3rd party companies providing 3rd line support requiring relationship building. Involved as part of the Project Implementation team on new systems (packaged applications) in order to ensure standards are met to enable operational support. Playing a coordinating role when managing minor Application software patches and upgrades ( BAU ) across a small handful of other technical teams. This requires face to face meetings to; discuss plans with key business users, identify risks and issues, and ensure business trust is developed via quality work and great communication.

Sep 2005 – Oct 2006 · 1 yr 1 mo

• Involved in the on going development, maintenance and daily support of the Data Warehouse system. QVC was the UK’s first on air retailer, now reaching in excess of 15.6 million homes in the UK. The Data Warehouse runs on Oracle 10g running on HP UNIX servers. The work involves creating technical design documents, developing programs, validating functional specs, creating test plans and performing testing to ensure finished product is robust and fit for purpose. Programs are written in UNIX shellscripts, PL/SQL packages and procedures, and Hyperion is used to provide the business with access to the Data Warehouse data. To achieve this I was required to liaise with internal business units by telephone, e-mail and in person.

Mar 2004 – Aug 2004 · 5 mos

• Involved in supporting the Geneva Core Product. Telecommunications companies, utilities companies and finance houses use Geneva worldwide. I was the primary and secondary contact for several clients. The software was web browser-based, with Oracle6i to Oracle9i back-end running on various flavours of UNIX (HP, Sun Solaris, Apache). The work involved logging, investigating, documenting and escalating software and business bugs for 3rdline support, whilst also ensuring reported bugs were replicated, and solutions/fixes provided within the customers contracted Service Level Agreements. To achieve this I was required to liaise with customers, development teams and other internal business units by telephone, e-mail and in person.

Nov 2000 – Feb 2004 · 3 yrs 3 mos

• Involved in designing, developing and testing Billing and Customer Care solutions to the telecommunications and other specialised industry sectors worldwide. Software is web browser-based, with Oracle 6i to Oracle 9i back-end running on various flavours of UNIX (Sun Solaris, HP). The role required me to rotate on 3 monthly basis between Support & Maintenance team and the Development team, in doing this I was able to design, develop and testing system modifications/additions using Innerscript, SQL and PL/SQL, Create and implement specification documents and test plans, Investigate and resolving software and business bugs. Played a major role in the design, development and testing of GPRS and Multiple Bundles software.

May 2000 – Nov 2000 · 6 mos

• Worked within the new products business unit of this contract research organisation using software called Quintiles’ which captures clinical trial data for the pharmaceutical industry via IVR systems and the Quintiles Call Centre. Used a variety of Oracle 6i to Oracle 8i databases and GUIs (including Visual Basic, Access and ASP). The Oracle work consisted of designing, developing, supporting and maintaining PL/SQL procedures and packages to enhance existing Oracle databases. GUI applications work was mainly maintaining project specific applications that were used by the call centre, as well as providing support to other members of the department on other projects. Creating and implementing user test plans whilst also providing support for call centre personnel on a weekly rotational basis were also roles I performed.

Jun 1998 – Apr 2000 · 1 yr 10 mos

• Initially supported GEC's legacy systems. Later was involved in the development, testing and implementation of a complex ERP solution. This job included one-year work placement from university, regular part time employment and latterly full-time employment. Training was based on the life cycle and I trained to program to written specification using Visual Basic 6.0 and VBA, as well as writing specification to new applications, amending existing ones and testing to specification. I performed exhaustive testing on ERP migration programs for GEC sites around Edinburgh and also spent time developing and testing Inward Process Relief systems in VB 6.0 and Oracle. As part of this role in general I was required to liaise with analysts and peers in developing and testing the software.