Woodley, England, United Kingdom
I have extensive support and computer experience with a proven track record of being able to work within or lead a team. I have the ability to pick up new skills quickly and to share them to groups and individuals. I am enthusiastic, have a cheerful disposition and an excellent service spirit. I am currently working in a Professional Services team requirement catching and coding automated branded PowerPoint, Word, excel and pdf reports for customers with a proprietary language making REST api calls, to retrieve data, produce aggregations and graphs. Additionally I write javascript html forms enabling the customers to manually run a report on an adhoc basis. I am training an in house AI system with monitoring data, alerts and logs, searching for patterns. I am undertaking QA testing on the in-house software and ticketing regression issues and required enhancements. Previously I worked in a Cloud Technical support team responsible for enhancing, maintaining and documenting the business critical systems. I used ansible to automate processes and tasks. Using python I integrated Opsview with Device42 utilising their REST APIs and created a threaded intermediate Linux daemon to enable updates of Opsview alerts for other services. I have extensive experience as a Monitoring Specialist implementing end user, devices and application monitoring, covering all stages from the installation of agents to the discovery of business transactions, writing synthetic selenium, python, javascript, bash and perl scripts and the configuration of health rules and dashboards. I have been a Computing teacher at Secondary Schools, a Lotus Notes administator / instructor, and a PC Manager to a 4 site university with over 10,000 computer users. I have extensive experience in hardware & software installation, integration, problem resolution and user support.
Provide support to internal teams, building, configuring, and maintaining services on the management platform as required. Key responsibilities • Create Utility software for automation of common tools • Improve working practices • Planned, scheduled, and controlled installation processes from start to finish to ensure all project requirements are delivered on time. • Mentor junior staff.
• Maintain and improve the platform and business critical tools, notably monitoring, automation and data warehousing. • Provide support and enhancements on all Software within the management platform including the Atlassian suite of software (Crowd, Jira, Confluence, Bitbucket and Bamboo), Opsview, Rundeck. • Improve working practices • Produce and maintain documentation.
• Enhanced and maintain the installation of Appdynamics. • Delivered and influenced the monitoring tool strategy to enable teams to pre-empt/predict and diagnose customer impacting issues.
• Provide 4th line support for technical queries and application issues raised by internal and external customers. • Develop and maintain monitoring and the management platform.
• Provide 24/7 monitoring, health checking, problem determination & resolution, escalation and reporting of the IT services.
Telephone Support – Booking appointments with customers to setup the Yell Connect product and demonstrating the Dashboard