Emma MacDougall

I am a highly motivated member of the Technology team, delivering exemplary levels of service to a diverse range of internal and external users. I provide bespoke support tailored to individual needs and demonstrate a strong willingness to adopt and learn new technologies. I work effectively both on my own initiative and as part of a collaborative team, and I am known for being reliable, dependable, and an excellent communicator.

Systems Specialist - QinetiQ

(2024-03)

Within my role, I provide dedicated support and expertise for the Enterprise Management function, delivering both planned and ad hoc activities in support of projects to ensure the effective delivery of high‑quality services to our customers. During my time at QinetiQ, I have become a Subject Matter Expert for the Epicflow application. In this capacity, I have implemented system improvements and reviewed and re‑evaluated infrastructure requirements, resulting in significant business cost savings.

To further develop my knowledge and challenge myself, I have proactively taken on additional responsibilities, including learning Salesforce Administration through Trailhead and contributing to the QinetiQ Connect (Salesforce) project.

• To ensure administration of corporate systems including interactions with any interfaces or integrations with other systems.
• To liaise with key business stakeholders and connected system administrators to configure, maintain, and operate relevant systems, in line with QinetiQ change control processes.
• To provide Tier 3 service management support to tickets that are raised by the IT helpdesk in response to user issues
• To assign and maintain role-based access to relevant systems to ensure compliance with system policies
• To monitor performance and integrity of relevant systems; identify, resolve and escalate issues as required
• To own and maintain relevant system configuration documentation.
• To support the development, testing and documentation of system enhancements
• To lead business communications on systems changes or outages.
• To coordinate business change requirements and provide SME input as appropriate.
• To maintain system configuration documentation, updating with any new changes or new development, and ensure its locatable and accessible.
• To maintain functional documentation for relevant systems.
• To support testing for application development and enhancements, including designing and executing test scripts and documenting results.
• To ensure formal change control processes are followed and service improvements are safely and securely executed into the production environment.
• To ensure all relevant training material is complete and correct, proactively contributing or proposing improvement where required to business-owned training material.
• To support end-user training and coaching.

Web Application Support Analyst - Restore Digital

(2014-01 - 2024)

I joined Adactus Ltd after being made redundant from John Wiley. In 2016, I transferred to EDM Group under TUPE arrangements, and in 2021 I was subsequently TUPE transferred to Restore Digital. Throughout these transitions, my role and responsibilities have remained focused on supporting internal development teams, quality assurance and testing functions, as well as external clients, ensuring continuity of service and effective collaboration across all stakeholders.

• Provide application support to clients in a live production environment.
• Configuration management in multiple environments.
• Responsible for deploying software upgrades and implementation of new software enhancements.
• Working with cloud hosting providers to maintain and deliver technology solutions.
• Supporting Windows server environments.
• Working to resolve support and incident tickets within the agreed service level agreements.
• Problem solving skills to provide root cause analysis of incidents.
• Maintaining confluence knowledge base pages for support.
• Supporting colleagues with all IT related issues.

Technology Lifecycle Integrator - John Wiley & Sons, Oxford

(2006-07 - 2014-01)

I joined Blackwell Publishing in 2006 as a Service Support Analyst. Following the acquisition of Blackwell Publishing by John Wiley & Sons in February 2007, and subsequent organisational restructure, my role transitioned to Technology Lifecycle Integrator. This position was later made redundant in 2014.

In this role, I was responsible for supporting and coordinating technology resources and specialist roles across projects, covering both internal applications and the Web Farm environment. Upon project completion, I ensured the successful deployment of solutions and provided comprehensive handover and support documentation to the Application Support team, enabling smooth transition into operational support.

• Administration of the application platforms, MS IIS, Apache, Tomcat and MS SQL data servers
• Investigated incidents and support requests, identifying root causes and taking appropriate corrective actions.
• Deployments to internal applications and Web Farm including SQL scripts, IIS, Apache and Tomcat configuration.
• Using standard procedures and tools to carry out defined backup of data, together with any required restoring of such data in SQL
• Creating and deploying a Web Site from QA to Production.
• Redirecting sites using F5 BigIP iRules
• SSL Certificate Procedure in BigIP

Application Support Analyst - NHS Professionals, Oxford

(2005-01 - 2006-07)

NHS Professionals was an in‑house flexible staffing service run by the NHS for the NHS. In this role, my primary responsibilities included providing IT and telephony support, as well as maintaining and supporting the national booking system. I also managed change control processes for the national team, ensuring all changes were delivered within agreed budgetary and governance requirements.

• Systems administrator for NHS Professionals booking system.
• Manage system changes and improvement for the booking systems.
• Implementation of new trusts.
• Assist with, and complete testing prior to system upgrades.
• Handling inbound\outbound calls and emails, resolving and investigating customer problems.
• Provide support to a local network of 150 users and locality sites across 5 hospitals including: Reading, High Wycombe, Slough, Stoke Mandeville and Milton Keynes.
• Write queries and reports from the system to meet all internal and external reporting requirements.
• Creation of network login's using Active Directory
• Maintenance of system security and policies.
• Administration of the Avaya telephony system.
• To ensure system availability to all users, security access control, training users and requesting hardware support engineers.
• Out of hours support

Technical Assistant - Greater Manchester Police, Manchester

(2002-07 - 2004-10)

Assisted in the management of Finance Branch computer systems, delivering maintenance and upgrades to the financial software and providing reliable technical support across the team.

• Administration of Oracle Financial Systems.
• Work as a member of a project team responsible for implementation/upgrade of Oracle Financial Systems
• Assist with, and complete testing prior to system upgrades or new implementations.
• Log faults and liaise with external contacts for software and hardware faults.
• Reviewing Oracle Metalink for upgrades/patches.
• Installation of Oracle patches
• Out of hours support/weekend upgrades/patches
• Install/upgrade branch specific software.
• To ensure system availability to all users of the Finance branch computer systems.
• To administer Finance branch Windows NT servers, including backups, restores, support, security and access.
• To administer Noetix Views for Oracle Discoverer reporting tool.
• Research and design ad-hoc reports for both Management and external bodies.
• To administer and support the Finance branch cash management applications including BACS etc
• Update and maintain the Financial Systems web portal.

Computer Operations / Webmaster - 3663 First for foodservice, Greater Manchester

(1999-06 - 2002-07)

Within this role, I supported both internal and external client requests, investigated and resolved a wide range of issues across multiple systems. While working in Computer Operations, I was given the opportunity to assist in the development of the company Intranet. This involved travelling to various depots and holding regular meetings with stakeholders at all levels of management to gather requirements and provide updates.

• Check daily loads for an Oracle Database (Oracle 8), via SQL. If load has failed then a manual run via Datastage is done.
• Weekly run of Impromptu reports for high-level external clients.
• Weekly backup of the Oracle Database