Professional Experience
2018 - present
Senior Application Support Specialist
Ontech Solutions Ltd
Taking on this role I was generally moved off 1st Line support and took a more 3rd line capacity assisting other engineers with their issues. Any critical issues were passed onto me to deal with due to my knowledge/experience with SQL and persistant ability to handle these issues. Project work for new client server builds and deployment have also become part of my role, these projects were usually carried out in tandem with the Support Manager to optimise the speed and stability of these deployments. When dealing with issues I always try to locate the issue as well as try to locate a fix for the problem if it is something that can be done directly via SQL, many times an issue fix that was made by myself was the final fix that was integrated into the development of new versions. Senior Managment also started coming to me when requiring help for SQL imports/exports as well as general help which I always undertook, these allowed me to broaden my SQL knowledge and exposure to newer functions within the SQL environment.
2013 - 2018
Application Support Specialist
Ontech Solutions Ltd
Performing a mixture of 1st, 2nd and 3rd line technical support for a bespoke software package used for the storage and distribution of alcoholic goods utilised by bonded Warehouses, running on a back-end MS SQL Server database. Duties included dealing with customers via a helpdesk system while ascertaining if there was an issue with the software or if there was a user training issue. If an issue was noted within the system, the procedure was to replicate the issue on our internal test environment. Upon successful replication the issue was passed over to a development system to be looked into utilising JIRA as our internal Bug/Issue Tracking system. Instance of when a new build of software was released then the Support team also handled testing. Deploying new versions of the software to clients into both Live and Test environments, ensuring the work was completed within the deadline provided to the client as well as supporting any issues directly with the client in the timeframe following the deployment. Highly adaptable can focus on a task and ensure the customers services’ were as uninterrupted as possible
2013 - 2013
Technical Engineer
Brentwood Computers
Duties include speaking to customers to ascertain what the issue with their computer was as well assessing the best way to sort. Worked on a wide range of desktops and laptops, fixing both hardware issues as well as basic software issues. Contacting customers whether to obtain additional information with regards to their query as well as to inform them of job completion. Configuring intranet for local businesses to get them up and running as seamlessly as possible. Encountered my first real experience with Linux based distros here which allowed me to diversify my knowledgebase.