Director / Partner - The Gelato Kitchen
(2023-03)
The Gelato Kitchen produces artisanal hand made gelato in small batches for retailers and events
- Organising and arranging stock to allow for a smooth production process
- Managing inventory to ensure orders were fulfilled in a timely manner
- Arranging staff rota to ensure store was sufficiently staffed to allow for smooth service and production to occur simultaneously
Senior Implementation Consultant - Coyote Software
(2022-08 - 2023-01)
Coyote guides Investment & Asset Management teams through the CRE lifecycle
- Using Talend Studio to manipulate client data to meet Coyote data input framework
- Design and built a sales demonstration environment to allow sales team to demonstrate benefits of Coyote to potential clients
- Led investigation of a 3rd party software to allow Coyote to import client rent rolls without an integration to an asset data source
Implementation Consultant - PEX, RealPage
(2020-03 - 2022-08)
RealPage (PEX) is a provider of software services that automates all property and letting and tenancy management activities
- Improved the existing consultant led testing of a deployment which reduced time spent by consultant testing to a third of the time
- Rebranding and styling of existing user manuals as well as updating content to match the new user interface
- Researched and created specifications for european bank statement import format to be developed for a new client
- Implementation of a new client, which involved manipulating data provided and mapping to an import format accepted by PEX
- Successful go live of first client in Belgium, configuring a bespoke solution for "reminder Letters" for overdue invoices
Senior Consultant - Trimble, Manhattan
(2019-01 - 2020-03)
Manhattan delivers a proprietary real estate software solution to support the end-to-end real estate lifecycle. It is customisable and can be fully integrated.
- Several merit-based promotions, leveraging the technical and managerial skills acquired to deliver holistic value-add solutions
- Proficient in scoping engagements and then delivering robust and methodical change programmes that meets client's requirements and scope
- Built and rebuilt the support team over several years, maintaining good case closure numbers of over 80% cases closed in the same month they were raised. This was also achieved during times when headcount or resourcing needs were squeezed
- Enhanced relationships with clients persuading 3 of the company's biggest clients to upgrade and renew existing software installations
- Consistently take ownership of "showstopper" issues and liaise with clients to resolve
- Experienced in setting up and undertaking testing environments in-house, applying any enhancements to client test areas, and then drafting User Acceptance Testing (UAT) plans for client purposes
- Experience leading and implementing FreshDesk - to replace previous call logging software
- Maintain effective communication channels with other departments within Trimble for the Manhattan application, including Engineering, Quality Assurance, Technical Services, Helpdesk, and Product Management
- Set in place several internal processes to aid case resolution which has led to SLA targets being met each month
- Oversee Problem Management team including monitoring work performed by team members. Ensure problem management entries are processed correctly with sufficient level of detail and comprehensive audit trails maintained
- Created workflow diagrams for incident and problem management teams as a guide on how issues should be resolved. This has formed part of new joiner training material
- Carry our performance management appraisals of my support team
- Instigated the development of an "autopatcher" tool, which has been used to speed up the patching process and reduce human error when applying ad-hoc fixes
- Spent time in Australia with a newly formed support team to upskill and develop a "case handover" plan so that the more experienced EMEA team could assist in case resolution
Team Manager, Support Lead and Problem Management Team Leader - Trimble, Manhattan
(2008-03 - 2019-01)
Manhattan delivers a proprietary real estate software solution to support the end-to-end real estate lifecycle. It is customisable and can be fully integrated.
- As a helpdesk consultant I was the first point of contact for clients. This involved working as part of a team to ensure calls were logged within the SLA's set and prioritising calls
- As part of the incident team, I was responsible for investigating issues logged and providing a fix, either by means of a data fix or by raising a patch
- Other issues included password resets and account creations (Citrix/Active Directory accounts)
- My role also involved liaising with the developers and testing department to ensure that the patches raised were being progressed
Database Administrator - Contactum Ltd
(2005-07 - 2006-09)
- I was responsible for creating, amending, and capturing product related data from a range of sources and introducing it into new or existing database environments
- Other responsibilities included application development aimed at streamlining the import of information to a range of Contactum data sources
- Some helpdesk work was also part of the job
