BRIEF PROFILE
A highly motivated and ambitious IT professional with a proven ability to lead by example, consistently hit targets and improve best practices. Eight years of experience in Application Support, 6 years within a leadership role.
PROFESSIONAL EXPERIENCE
November 2008 – October 2015
TCM SOLUTIONS LTD, SHEFFIELD
LEAD APPLICATION/OPERATIONS ANALYST
Managing a team which provides 24/7 2nd line support to staff in 17 hospitals in London and Southern England in the use of the Cerner Millennium Patient Administration System (PAS), working to ITIL professional standards.
• Leading a team to monitor and support the Cerner Millennium environment to ensure system stability and performance
• Allocation of daily jobs and workloads
• Troubleshooting both application and operational technical issues for customers with high volumes of users within strict SLA’s
• Motivating the team to hit KPI targets and achieve high standards
• Daily involvement in Incident and Change management – raise, manage, investigate, progress and resolve incidents in an efficient manner to establish root cause
• Problem management analysis, identifying workaround’s and trends
• Taking part in bridge calls for Major Incidents with all relevant technical teams and senior management to restore service quickly and efficiently
• Carry out controlled system testing on both test and live environments
• Liaise and communicate effectively with various client departments, IT managers and 3rd party suppliers
• Use various tools to perform day to day duties, including; Cerner Command Language (CCL, similar to SQL), UNIX, Citrix, Windows and IBM WebSphere
• Maintain an in-depth knowledge of a wide range of Cerner applications (25+)
• Create and maintain in-house support documentation
• Contribute to the training and induction of new staff
November 2007 – November 2008
CAPEX HEALTH, BARNSLEY
APPLICATION SPECIALIST
Provide Pre and Post Go Live support to various NHS trusts in the London area. Sub-contracted to a variety of projects for clients such as BT, Perot Systems and Accenture.
• Perform a variety of duties to ensure trust Go-Live readiness, including hardware and software testing, investigation and documentation of problems (e.g. build issues, user accessibility) offer recommendations for appropriate solutions, reporting and escalation of issues
• Co-ordination of small scale IT projects
• Installation and configuration of the Cerner Millennium PAS System in accordance with the Connecting for Health (NPfIT) programme
• Floor walking – providing front line support and issue resolution to end users post Go-Live
• Creation and maintenance of business process documentation
• Creation and delivery of a variety of training materials to NHS staff, to both individuals and groups via various mediums
• Providing post Go-Live data migration support
November 2006 – November 2007
WG&R, HUDDERSFIELD
INSTALLATION ENGINEER
Installation of chip and pin machines to all banks in the Royal Bank of Scotland group, throughout UK and Ireland.
QUALIFICATIONS & TRAINING
January 2016
R-Com
20461C – Querying Microsoft SQL Server
January – March 2009
Cerner Ltd
Cerner Helpdesk Foundation
Cerner Application Training
Cerner Core Fundamentals
Cerner Technical Fundamentals
Cerner Design & Build Scheduling
