Work Experience
Technical Triage Lead
SureCloud
May 2022 to date
- Directed the escalation and triage of 20-30+ daily tasks and issues affecting the SureCloud platform.
- Diagnosed all issues reported on the platform and supervised the root cause analysis of all critical issues.
- Transformed and optimized the software release process with a focus on the transparency of the task and issue backlog. 100% of all software releases were a success.
- Streamlined the software release communication process, improving collaboration and coordination among business stakeholders.
- Refined and prioritized the issue backlog in coordination with major stakeholder in order to direct the focus of the development team.
- Led the daily stand-ups removing any blockers affecting the development team.
- Conducted the configuration of single sign-on access to the SureCloud platform for each new customer incorporated to the platform.
System Administrator
Oxford Trust
January 2021 to February 2022
- Handled 20+ customer calls a day regarding first and second line support for several NHS front end platforms.
- Liaised with third-party development suppliers to resolve issues in the main platform we support.
- Improved the daily stand-ups so that the most important tasks were assigned to the relevant members of the team.
- Generated internal technical documentation for the benefit of the entire team.
Platform Manager
Oxford University Press
Dec 2016 – April 2020
- Led the second line support for the Oxford Learner’s Bookshelf (OLB) platform and other applications supporting the adoption of additional features to maximize the global marketability of the digital product range.
- Managed monthly and emergency releases for the critical education platforms and presented the technical recommendations to the Global Change Board.
- Configuration enhancement and optimization of the proactive monitoring suite to ensure maximum uptime and performance even during peak periods.
- Primary point of contact and escalation for the OLB platform in the Global Technology and English Language Teaching (ELT) divisions.
- Vendor managed a critical global third-party supplier (iPortfolio) and the offshore team working for the OLB platform.
- Led defect triage meetings with our developers driving resolution to critical issues to minimize the financial impact for the OUP.
- Collaborated in the technical integration between OLB and the Educational Platform Services platform (an OUP-wide platform).
- Created and maintained knowledge-based documents in Confluence for the benefit of knowledge transfer to the offshore support functions.
- Managed key partners delivering application development, support, testing and quality assurance, ensuring adherence to support SLA’s and deliverables.
- Improved system performance and stability delivering the first stage of a global digital platform consolidation strategy – supporting the alignment of an OUP-wide restructure.
- Contributed to a £22m Scaled Agile digital transformation and development program producing and supporting secure, maintainable, and reusable educational platforms to accelerate the launch of innovative products.
- Drove a customer-focused and efficient IT service stream with a focus on continual improvement.
- Manage the provision of IT services in accordance with the service catalogue and service level agreements and inception of new services as required following best practice ITIL principles to support the business strategic plan in line with the financial budgeting process.
Content Authoring Tool Administrator
Oxford University Press
Sept 2012 - Nov 2016
- Managed and coordinated software releases for both the CAT and Author (and for a year for the Enrolment tool as well).
- Acted as the focal point for all CAT/Author issues within the ELT Platforms team.
- Created and established with the help of several other stakeholders most of current Author processes.
- Provided second line support for all CAT and Author related issues.
Online Support Analyst
Oxford University Press
Apr 2010 - Aug 2012
- Provided second line support for Oxford English Testing website.
- Liaised with third-party development suppliers to resolve issues in the site.
- Updated the site using the content management system Ektron.
- Played a leading role in software releases for the site.
- Created and maintained the SharePoint site of the OET team.
- Wrote technical documentation for the site.
Software Developer
IsOxford
Aug 2002 - Aug 2005
- Key member of the team dedicated to migrating databases to the Library Management system created by IsOxford.
- Undertook the initial research of each database to be migrated.
- Completed in-depth study of the needs of each individual client (30 to 40 clients a year).
- Acted as de facto trainer and customer support assistant due to interaction with customers during development and implementation phase.
- Implemented the final live conversion of each client database to the IsOxford database specifications.