Social Media Service

Professional Summary

An experienced and technically astute Technical/Business Analyst & Project Lead with a proven track record of operating across the entire end-to-end project lifecycle involving IT infrastructure, eCommerce applications and networking, providing valuable support for business critical systems and services. Controls budgets of up to £8m for ICT development projects, engages with key stakeholders including Project Directors, Departmental Managers and Governmental Representatives to drive forward strategic developments, such as Content Management Systems and Cloud Integrations. Analytical with a technical insight spanning database development, web design, server scripting/platforms and ERP systems, understands core business requirements and works closely with software development teams to shape new innovations or amend existing applications. Plays a key role in the provision of 2nd & 3rd line support services, possesses a knowledge of ITIL best practices (Incident, Problem and Change Management), and safeguards business continuity through development of disaster recovery processes.

Key Skills

Complex Business & Technical Analysis

End-to-End Project Management

Multi-million Budgetary Management

Software Development Lifecycle (SDLC)

Solution Design & Development

Stakeholder Relationship Management

Elicitation of Requirements

Detailed Requirements Specifications

Agile & PRINCE2 Best Practices

Database Development

Process Reviews & Gap Analysis

Web Design & Development

Business Continuity & Disaster Recovery

ITIL: Incident, Problem & Change Management

Continuous Improvements

ISO Standards & Cyber Security

Notable Career Highlights

CODEC DSS Dublin, Ireland: Leading a team of 7 people as a part of Service Desk Support Unit. Overseeing several key functions that enable the delivery of a high quality of service to end users and to ensure Support Service and Service Delivery processes are in place to meet customer needs.

National Health Service (Wales): Played a key role in the support, change and development of National Wales Information Systems, and provided third line support services for 15 core non-clinical applications such as SharePoint.

Drove the seamless implementation of ITIL Incident Management guidelines.

Project-managed launch of SOLR 6.4.2 platform as part of a major migration – transferred 3 million records.

Took ownership for server management, and oversaw testing and deployment of new applications.

University of South Wales: Owned a £8m budget to deliver the ICT Development projects, including a new open-sourced Content Management Systems and Cloud Integration, Virtual Learning Environments and social media projects.

Dental School, Cardiff University: Designed, developed and maintained web-driven, interactive packages for MediTech, an eCommerce-based projects for the Dental School with Cardiff University, involving 13k members.

Utilised a number of technologies such as MySQL, Visual Basic and .Net, in addition to image editing tools including Dreamweaver, Macromedia and Photo Shop.

Managed stakeholder relationships with international and commercial institutions.

Cardiff and Vale NHS Trust: Appointed as a Database Administrator, and manage the development of a database that interlinked with the business critical Oracle Medical software ‘Advantage 2’, created a bridge for data across two systems.

Career History & Accomplishments

May 2018 to Present: Support & CRM Team Lead Codec DSS, Dublin, IE

CODEC DSS (Microsoft Ireland Country and Data Centre Transformation & Dynamic CRM 365 partner of the year) is a leading private IT infrastructure providing full stack solutions to more than 200 national and international customers [http://www.codec.ie/]

Maintain high performing service support of day to day functions including Service Desk and Application Support.

Ensuring high performing call logging process in place following ITL Framework with correct categorisation, priority, escalation in-terms of Incidence, Change and Problem identification and IT services are delivered within Service Level Agreements (SLA’s).

Owner of the Incident, Request, Change, Release and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required (tool used AutoTask).

As owner of the escalation process my duty is to take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review (ERP systems: Autotask, Service Point, REMEDY etc).

Managing application development and monitor the Test results in different test environments to make sure applications are ready to be deployed in live (UAT testing, Test Planning, QA).

Run queries for data analysis through SQL server (12; 08R2) to update data on daily basis.[MS SQL server and T- SQL scripting]

Implement and monitor Windows Server monitoring tools; Monitor Network performance using Solar Wind. Trigger Monitoring alert depending on log-server performance. [WIN 82, WIN 10, WIN 12, WIN 16-Microsoft Dynamics, SharePoint, Office 365, and Azure, Alerts- Group Policy, Firewall, Security, Permission, Document Manage: Share Point].

Line manager of a team of 7 staff members-dedicated to service desk and CRM support unit. Monitor their work load, budget allocation, recruitment. Take part in the management meetings, co-ordinate induction, appraisal meetings and implement effective & proactive decisions to tackle critical scenarios with minimum effect on live systems and resources.

Process documentation, Training guide generate, SharePoint Update to make sure knowledge transfer is effectively circulated with in the team

Drive customer service review meetings covering performance, service improvements, quality and processes and reporting using (Business Objects, Power BI).

Jul 2017 to May 2018: Application Support/Business Analyst National Health Service, Wales

Assigned to National Wales Information Systems team, and responsible for the support & development of 15 non-clinical applications out of 50+, working alongside 10 developers, and working within ITIL Problem, Incident & Change Management.

Provide support services and drive the analysis, design and development of corporate applications such as Orbeon XForms, Apache Solr, and SharePoint, using SQL, MS SQL server studio, REST, JSON and XML.

Complete the technical/business analysis for new requirements to evaluate feasibility. Collaborate with 10 developers to drive forward application changes and new developments, in addition to running reports for governmental/clinical users.

Operate within ITIL & Agile frameworks to handle incident and change management. Ensure adherence to Service Level Agreements, and upon approval of changes, complete analysis, develop specifications and liaise with clients/stakeholders.

Protect business continuity and develop disaster recovery process, manage the relevant testing to safeguard failovers.

Deliver server maintenance services and act as first contact for data transactions between various NWIS applications, monitor performance of MS SQL servers, and rapidly redress any critical issues to protect vital services.

Solely responsible for the creation of technical documentation involving application support and development process, in the form of Work Instructions, System Requirements, Test Specifications and Disaster Recovery strategies.

Jan 2017 to Jul 2017: Application Support Analyst CGI, UK

During this period, provided 2nd line support to core IT systems and development platforms, implemented ITIL Incident Management framework, and operated Remedy ITSM to handle queue management for this Canadian multinational.

Developed and monitored contracts in alignment with Operational Level Agreements. Managed the configuration and installation of operating systems/platforms, ran queries against the MySQL server database to support business analysis.

Pivotal role in the change management and disaster recovery processes, took part in the DR procedure during the global cyber-attack (WannaCry) which occurred in 2017, and generated the problem record to support the timely resolution.

Ensured adherence to ISO9001 and ISO27001 in relation to Cyber Security.

Worked closely with other team leaders to aid in the development of business policies in relation to the use of Agile methodology, and followed iterative development cycle, providing technical analysis of new application requirements.

Jan 2013 to Jul 2016: IT Technical Web Master & Media Analyst University of Southwales, UK

Project-managed an £8m budget to deliver ICT Development projects into the university, worked closely with key stakeholders, and managed the entire end-to-end lifecycle management for new solutions such as an open sourced CMS system.

Primarily responsible for the delivery of multiple ICT development projects, managed the day-to-day IT based technical support for key applications, including development of OLAs and SLAs in conjunction with external suppliers.

Applied best practices such as Agile to drive the development process, filtered this approach to include change management, disaster recovery, unit testing and system modifications, to transform the development/change processes.

Project-managed the development and delivery of multiple solutions including a new open sourced CMS system and Cloud integration, and a Virtual Learning Environment that involved higher education partners and the Welsh Government.

Maintained the online presence of the university via the WAVE project, this used social media, blogs, webinars, newsletters and flickr to raise awareness, handled the copyright and data protection to guarantee integrity of all content.

Dec 2005 to Dec 2012: Website and Network Coordinator Dental School, Cardiff University

Assigned to the MediTech eCommerce Project for the Dental School, with ownership for the development and maintenance of web-driven, interactive packages, handled the stakeholder relations to generate accurate content for the sites.

Managed the multidisciplinary stakeholder management including the marketing between several academic and commercial institutions, gained insight into legal regulations, copyrights-logo transformations, CMBBE international event coordination.

Played a major part in the seamless delivery of the MediTech website which catered for 13K members, using Access, MySQL, Visual Basic, SQL, .Net technologies, and a tailored reporting suite utilising SSPS and SAS.

Earlier Career:

08/2005 to 12/2005: Database Administrator, Cardiff and Vale NHS Trust, UK

01/2003 to 04/2003: Website and Database Administrator, City of Wolverhampton College, UK

12/2001 to 08/2002: Research Associate, Northeastern University, Boston, USA

12/2001 to 08/2002: Data Administrator, Northeastern University, Boston, USA

Qualifications, Professional Development & Memberships

ITIL (2017), PRINCE2 (2016)

Masters in Information Systems, Northeastern University, USA (2002)

Graduate Diploma in Computer Applications, Open University, Bangladesh (2000)

Bachelor of Arts (English Literature), National University, Bangladesh (1999)

Member of: BCS (Professional Level)

Technical Skills

Database Development: Access, Oracle

Server and Browser Scripting: ASP, ADO, SQL, PHP, Java, VB, HTML DOM, D HTML

Web Design and Styling Sheets: HTML, ASP.NET, CSS, XML, XSL, XSLT

Software: Dream Weaver, Flash, Macro Media, MS Office

Platforms: Windows, UNIX, LYNX

ERP: REMEDY, BUSINESS OBJECTS, SERVICE POINT

Presentation and Statistical Software: Adobe, Power Point, SPSS, SAS, Spreadsheet

Data analysis: SPREADSHEET, VB Macro generate

SQL Server: MS SQL Server Management Studio 17

SOLR APACHE

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