MoD DE&S (Symonds, Tarmac, Serco & Babcock)

MoD DE&S (Contracted via Symonds, Serco & Babcock), Bristol

04/1998 to 09/2010

Help Desk Analyst rising to FWH System Controller & Technical Support Manager

Support and Development of MoD Time & Attendance accounting & HR system.
Support and Development of Real Time RFID Safety System.
1st & Second Line Technical Support & Analysis to MOD Services Contract.
Management of incident log including problem solving and communication of progress to customer and negotiation with technical sources.
Co-ordination of customer policy requirement with customer, vendors and other stakeholders to point of delivery. Typically including generating requirement, project scope, delivery planning, customer communication and user manual documentation.
Training of HR Administrators in use of Crown Computing’s Open Options package and Remote Access Tools
Influencing customer in their development of their deployment of services and technology.
Presenting seminars and training and business cases concerning upgrades of existing software and new software to all part of the customer.
Ad Hoc fixes and support such as Creating Access Databases using VBA, ODBC to other data sources, Macros, custom data analysis from SQL, Progress and CSV.
Data cleansing and migration usually to SQL from Legacy or Redundant Technology.

Key Achievements :

Successful Implementation of Helpdesk.
Delivery of Time Accounting System to customer despite extreme end user resistance.
Delivery of RFID safety system despite severe logistical and policy difficulties.
12 Year continuous delivery of 1st and 2nd line support and analysis.
Successful contract compliance to MoD Dii requirements.
Remote Delivery of corporate SAP system to MoD desktops using Citrix & Terminal service.
Successful marriage of various COTS products with specific MoD Policy & Requirement.
Becoming the UK’s only independent accredited trainer for Crown Computing Open Options.
Adapting successfully to the new demands of a role that requires public speaking, training and presentation skills.