Experience

• 

  Brantano uk

  Nov 2003 - Feb 2007

  Management accounts assistant

   Responsible for the day to day management reporting and assistance with improvement of available data for monitoring store performance Preparation of monthly operation report for directors and key management Process payroll data using IT database and mainframe system Provide assistance with budget and forecast preparation Handling queries with banking, change deliveries and other financial queries

• 

  Everards brewery ltd

  Mar 2007 - Jun 2007

  Assistant management accountant (temporary contract)

   Assisting with production of monthly performance and financial reports for business development managers Producing ad hoc reports on Excel by extracting data from company database system

• 

  Insphire ltd

  Jul 2007 - May 2010

  Analyst, support

   Supporting the business’s core Corporate product, investigating RTE errors and data problems , by the use of SQL scripts and SQL profile tracing Liaising with development to identify and resolve coding issues Providing technical support for accounting solutions, primarily Microsoft Dynamics GP but also the Sage range of products Creating and amending bespoke Crystal reports for customers Performing server maintenance on customer’s systems including backups and restores

• 

  Union square software limited

  Jun 2010 - Oct 2016

   Organisation of rota between support call investigation and phone rota Regular reviews with team to feedback on their progress and to also address any concerns they may have Mentoring and advising other analysts on escalated problems Effectively managing customer and management initiated escalations Analysis of root cause of support calls to propose tools within the software for clients to manage the common issues themselves to reduce queries raised in these areas Involved in monthly meetings with consultants and product team to discuss issues raised within the support area Show less  Resolution of support calls caused by lack of software knowledge, bad data, system admin problems, client pc configuration issues, infrastructure issues Characterisation, escalation and management of support calls caused by software defects or custom configuration Advising clients on configuration and usage of software Also specialising in supporting project accounting module For the most complex issues, working issue to resolution utilising other Senior and Development resources as necessary and/or escalating to the appropriate tier, ensuring that all information has been gathered prior to escalating Mentoring junior members of the team Show less

  • Team Leader, Support

    Apr 2014 - Oct 2016

  • Analyst, Support

    Jun 2010 - Mar 2014
• 

  Deltek

  Nov 2016 - now

   In addition to previous role: Organising programs/projects and activities in accordance with the mission and goals of Deltek. Meeting with stakeholders at all levels of the business to make communication easy and transparent regarding project issues and influence decision making. Lead and direct internal teams and ensure the team attains established goals and formulate client delivery team objectives and priorities.  Managing a project team with a diverse array of talents and responsibilities. Show less  To undertake projects as requested and to scope, plan and execute on ideas that are effective for the business Business Benefit realisation and pro-actively acting on seeing opportunities to improve the service we offer  Utilise Deltek standard procedures for continuous improvement and document standard procedures where they do not exist and document standard procedures where they do not exist Support and guide in data analysis and interpretation to internal stakeholders based on industry knowledge Develop an oversight of the project teams working on strategic objectives Implementing and managing changes to ensure project goals are achieved Determining ways to make continuous improvements and increasing customer satisfaction Present analysis in ad-hoc requests and presentations Show less  Technical lead - advocate for process improvement, coaching and leading specific projects Product specialist in Project Accounting module and involved with training and coaching analysts in this area Involved with creating recruitment pack used in pre and post interview stages, including technical test Attend and contribute to internal review board discussing software defects, and share decisions with the support team Review skills matrix and questions for internal product training learning pack Attend product release meetings and update team on latest update and dates Owning the updates of the internal process guide to ensure latest processes are well documented Manage rollout of internal virtual machines used for client server connections Roll out secure vault to store credentials, including documenting the process both internally and externally Chair weekly collaboration meeting between support, product, sales and engineering heads Leading virtual team of champions for Knowledge Management across 4 products Manage customer and internal escalations Show less  Management of team of analysts to plan, prepare, schedule and carry out product upgrades on customers' servers Review upgrades process to account for product new upgrade tools Deal with escalations regarding upgrade issues Work with consulting team to and arrange and support bespoke work post upgrade Create and manage upgrades mailbox to deal with both internal and external queries Review and work with internal teams to improve upgrade records and reporting in internal system Work to reduce number of customers on older versions to get them upgraded Show less  Management of team of analysts to ensure they are meeting both individual and team goals which include case closures per week, effective case escalation, knowledge base creation and customer service survey expectations Holding weekly meetings with analysts and the team to review their development and feedback on any important cases and changes Responding effectively to Director requests, as well as proactively notifying senior management of any potential customer or team issues Managing customer and internal escalations Working with development team leads to progress and resolve escalated cases requiring code changes or advanced investigation Working with product team on escalated defects or issues to discuss resolution either by changes in the core code or finding workarounds for the client Working with the bespoke team to resolve escalated cases related to customised code that is specific to the client Mentoring and providing advice to analysts in all teams both in the UK and overseas on cases they are struggling with or escalated Show less

  • Project Manager, Service Delivery

    Jan 2023 - now

  • Senior Analyst, Service Delivery

    Mar 2021 - now

  • Senior Lead, Customer Care

    Nov 2018 - Feb 2021

  • Upgrades Team Lead, Customer Care

    Jan 2018 - Oct 2018

  • Senior Team Lead, Customer Care

    Nov 2016 - Dec 2017