Summary
Since graduating from College in 2007, my professional career within IT has been spent working in an environment where keeping pace with an industry currently racing through significant transformation while maintaining the highest standards of service is a day to day standard.
I enjoy learning about new technologies, methodologies & looking at ways to improve myself, others and products / services / processes. Working with people and part of a team to achieve a common goal whether from a managerial position or not is an area where I thrive. It has stuck with me from my time playing team sports, delivering college projects, maintaining platinum applications and delivering key customer facing solutions.
Experience
As a Technical Service Owner (TSO) I am accountable for the overall technical management of a defined portfolio of IT Services from an infrastructure, middleware and application perspective. This role includes the requirement to:
During this role as part of a team, we drove the transformation of application monitoring from reactive to proactive, embracing change and educating ways of thinking. Utilizing current tools, embracing new tools such as AppDynamics, PowerBi & Splunk as a team we significantly transformed & improved monitoring - leading to huge improvements in service availability and customer satisfaction.
- Maintain the Intellectual Property (IP) for the Bank including end to end knowledge management
- Consult with other departments to assess the design of new/amended IT services and ensure that the necessary operational support requirements are considered
- Coordinate responses to ad hoc queries and Projects from outside the team
- Protect service by assessing the impact of change by participation in Service Introduction, Transition activities and Change Management forums
- Deliver an effective Level 2 support service for both Incidents and Problems
- Manage our partners delivering the Level 2 service
- Identify and recommend solutions to service gaps that may arise
- Support the drafting and review of GTaC risks where required
- Propose and assist with proactive maintenance including performance and capacity management
- Develop expertise in the Bank`s diagnostic tools and recommend configuration
- Develop a proactive service monitoring approach
- Keep abreast of technical developments and tools that could assist the Bank
- Ensure Service Security and Compliance
- Suggest IT Service improvements
Throughout my 10 years with Accenture I worked as part of a Maintenance Team for a major Irish Bank, providing IT solutions and support for two UK Platinum Services.
One of the strongest skills I have is working as part of a team, leading and communication - my time on this project built that foundation. During this role we embraced the transformation from solely Onshore model to a fully operational Onshore / Offshore model. This also included moving from traditional methodologies to agile methodoligies. After numerous site visits, planning, failing, learning and execution we successfully introduced a quality and fully operational Onshore / Offshore model.
Roles Performed:
- Team Lead: Leading both a team of onshore and offshore Front End Application developers.
- Release Manager: Managing, planning, scheduling and controlling a software build including testing and deploying. This was achieved through managing, liaising and working with the client and service partners who were a mix of both onshore and offshore.
- Developer / Maintenance: Working as a developer, I was involved in a complete re-design of our clients Platinum Service applications. This involved moving from Fat Client to Thin Client, complete infrastructure change and moving to a more agile based approach of software development and business as usual maintenance work.
- As mentioned above, I was involved in the upgrade to a new infrastructure for Platinum Services which also involved an application redesign. Working closely with Client Technical Architects we collaborated, aligned the necessary resources from management to designers and developers to ensure a successful delivery.
- Deliver an effective Level 2 support service for both Incidents and Problems
- Manage our partners delivering the Level 2 service
- Identify and recommend solutions to service gaps that may arise
Responsabilities:
- Project Management
- Release Management
- Source Code Management
- Application Development and Maintenance
- Training and up skilling of junior team members
- Problem Identification and Issue resolution
- Offshore & Onshore Management
- Technical Architecture
- Service Improvement
- Application Component Detailed Design
- Identifying the organisation's needs
- Agreeing plans with the client
- Producing quality documents that monitor progress and ensure the quality of the project
During this role I would receive calls from customers and through listening, understanding and cooperation with the customer guide them to issue resolution. Being able to see things from the customers perspective has always been a strong skill within my skillset - I believe my time with AOL really developed this, it has continued to grow and really is an asset when working with people.
Skills & Proficiency
Project Management (Kanban & Scrum)
AppDynamics
Release Management
Onshore / Offshore Management
JBoss, WebSphere, Tomcat
JS, Python, VB
Other Skills and Learning
- AppDynamics
- Docker
- Postgres
- Python
- Java
- PHPMyAdmin
- VB.net
- Visual Basic
- Jenkins
- Google Adwords & Analytics