Lloyds Banking Group
Leading a combined team of internal and partner resources responsible for delivering DevOps functionality to the business. Transitioned team from a waterfall model to running in an Agile fashion using technologies like JIRA to implement Scrum. Deployed a fully-automated deployment pipeline to reduce deployment times down from multiple days to minutes
Lead efforts to establish collaboration and robust channels of communications between software developers and IT specialists. Promote enhancements in products and services lifecycles, streamlining new system launches as well as upgrades / changes. Contribute to strong corporate commitment to ensure the continuous delivery of top quality services to diverse clients. Champion modern ops practices, such as configuration management and horizontal scaling alongside modern development techniques, including Agile/Scrum, source control, continuous integration and automated deployments. Collaborate with Developers to drive prioritised bugs for resolution while engaging at all levels on requirements for new features.
Led a multifaceted team of 38 staff while managing IT operations; monitored and minimised IT operational and project expenditure. Coordinated change management activities, including the management of applications and infrastructure. Streamlined operations having introduced structured ITIL framework methodologies focused on service delivery. Endorsed technological advancements to implement IT platforms; influence and negotiate with key decision makers and internal / external stakeholders. Championed innovative solutions in various complex proposals; consult at all levels to analyse and delineate requirements and develop strategic solutions. Maximised operational efficiency through best-of-breed solutions accurately mapped with agreed business processes. Secured multiple business benefits, cost savings and performance improvements via management of DevOps projects. Led business and systems analysis; produced business requirement documents and functional specifications while securing full stakeholder buy-in
Automated repetitive tasks within the technical infrastructure to streamline and improve overall quality through the high availability of resources - resulting in a 36% reduction in support times. Enforced, maintained, and improved DevOps and System Engineering guidelines, standards, and best practices. Created and introduced bespoke critical reporting functionality to provide KPIs
Improved transparency and efficiency having introduced Agile methodology and tools, such as Confluence and JIRA to build and maintain a knowledge base. Enhanced team productivity having developed and deployed bespoke monitoring and reporting platforms from the ground up using Perl to provide critical information and reporting. Harnessed awareness encompassing the full development lifecycle (SDLC)
World Wide Web Hosting LLC
Tracked responses to raised tickets as part of a dedicated technical team; conveyed complex / technical details to non-technical people in a user-friendly format to investigate and resolve server, configuration and scripting issues. Led, motivated and provided strategic direction to a virtual team of 20; instilled a culture of customer service excellence. Delivered high standard of client-facing support alongside website development, enhancement and optimisation. Recorded the highest customer service rate and fastest average response time. Built bespoke technical solutions using Linux powered by various virtualization technologies, such as Amazon Web Services (AWS), Xen and KVM; deployed out to customer using automated deployment tools such as SaltStack and Puppet. Assisted customers with issues on platforms, such as PHP, Ruby on Rails, MySQL and SQLite via root cause analysis.
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Reduced support requests by 62% and increased profits by 21% through the integration of in-house hosting control panel software with externally provided billing system to automate billing. Promoted client retention having cleared a backlog of issues previously outstanding for up to 24 months. Built, tested and deployed various fixes to re-enable a mission-critical software installation platform. Created a unified administration experience for end-users having integrated various stand-alone platforms.
Education and Training
IT Practitioner National Certificate; Leeds College of Technology
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ICT General National Vocational Qualification; Outwood Grange College of Technology