Paul Forest

Experience

• 

  Instant Muscle

  Oct 2002 - Jun 2005

  • Lead Administrator

    Nov 2003 - Jun 2005

  • Project Manager

    Oct 2002 - Nov 2003
• 

  Accurate Appointments

  Jan 2005 - Jan 2006

  Recruitment Administrator
• 

  Angel Group

  Feb 2006 - Jan 2006

  General Administrator
• 

  Fill Recruitment

  Sept 2006 - Dec 2009

  IT Support (from Operations Executive)

  Providing First Line support for day to day incidents while escalating to our IT Support company for complex problems. Also providing data entry and training on the internal Recruitment Database (RDB) – attended various training sessions offsite to help us get more out of the system

• 

  Admiral

  Jan 2010 - Apr 2010

  IT Support Technical

  This was a first and second line support role for a large IT Support company. Providing telephone and remote support for various client issues ranging from Microsoft Office problems to setting up data backups and fixing VPN issues.

• 

  Dealogic

  Apr 2010 - May 2018

  Dealogic are a Fintech company that provide a software platform to the Investment Banking industry, during my time at Dealogic I have started off in a First Line support role and moved up the ladder now being a Regional Team Lead, pushing and leading DevOps under the Application Pillar I lead.Key responsibilities• Operations Lead in DevOps for one of our main applications (DealAxis)• Working closely with Development improving our deployment process• Supporting Management on Day to Day tasks• Holding one on one meeting and setting staff objects• Working with management on staff development plans for underperforming staff or employees wanting to progress• Assisting in interviewing new candidates• CV filtering to identify the right candidates for the right roles• Leading training plans for new staff and being a mentor during their transition into support• Traveling to Budapest to help train new staff and training new staff locallyKey achievements/projects• Working alongside development, helped to put together new deployment tooling using Azure based VSTS. To bring this into Production I needed to put together a Business Case that all major upper management could agree to - investing in this with time and money Show less Key responsibilities• Handling High and Critical Incidents and Requests• Client ownership for our top 4 clients• Going onsite to support clients, troubleshooting incidents• Running large projects that were KPI driven affect all upper management bonuses for the year• Becoming Lead for DealAxis and a main point of contact across the company for this application• Pre Production release controller, making sure new releases were fit for Production• Setting up training session for the team and other teams globally• Traveling to Budapest to help train new staff and training new staff locally• Being the regional main point of escalation to the company during Major IncidentsKey achievements/projects• Led and pushed a new deployment method of “Waves” moving from minimal client upgrades to groups of client upgrades and reducing version spread across DealAxis Show less Key responsibilities• Being a point of escalation to First Line Support• Client Ownership for some of our key clients• Dealing with Critical high pressure incidents, in the middle of Deal Activity• Coordinating and running deployments for new clients and Upgrades to existing clients, hitting deadlines• Coordinating multiple teams for large Projects such as Relationship / DBAs / Infrastructure and on occasions Development• Troubleshooting and resolving deployment issues quickly and effectively, causing minimal downtimeKey achievements/projects• Document and give overviews globally on our deployment processes• Getting SE of the Year due to the number of deployment and incidents handled• Travelled to Budapest to improve our deployment process on a troublesome application• Coordinating a Regional Application Failover• Support during “Hurricane Sandy” in New York recovery, causing multiple application outages that required to be recovered and brought online again Show less Key responsibilities• First Line Support to Investment Banks• Hotline covering during the week and on weekends/Bank Holidays• Troubleshooting and where required escalating incidents within the team or to Development• Maintaining the monitoring, making sure alerts are reacted to in a timely manner• Multi-Tasking on a daily basis to make sure tickets were being picked up but the hourly/daily/weekly checks were also completedKey achievements/projects• Putting together a patching process for one of our critical however legacy applications• Working alongside out relationship teams to proactively decommission some legacy execution applications Show less

  • Regional DevOps Team Lead

    Feb 2018 - May 2018

  • Senior Technical Support Engineer

    Jul 2014 - Feb 2018

  • Systems Engineer

    Apr 2012 - Jul 2014

  • Product Support Analyst

    Apr 2010 - Apr 2012
• 

  Vuture

  May 2018 - now

  Managing and Leading the Support Team within MarTech ensuring we are delivering high levels of Customer Service and Satisfaction consistently, using analytics to drive decisions - CSATs, IRT and TTC all being some example metrics our team have regularly improved on and made continued progression on while making sure the team are motivated and passionate about working in a Support Team that always wants to achieve more and get betterWe have created a culture within Vuture and Support of creating opportunities and the chance to grow with us as individuals so that the wider team will benefit from the talented individuals we have working with us, anyone passionate about Support and what we do are always given opportunities to drive change for the betterDuring my time at Vuture we have made Multiple Strategic Decisions, partnering with other parts of the business that have resulted in a much better level of service we provide our clients and teams aligned in the goals we are looking to achieve Show less

  • Director of Vuture Support

    Oct 2020 - now

  • Team Lead Manager of Product Services

    Apr 2019 - Oct 2020

  • Lead Application Support

    May 2018 - Apr 2019