Technical Support Analyst
Capita Software Services
Total years of experience :16 years, 10 Months
Responsibilities at Capita
• Providing technical support for Pay360 products; including Payment Portal, Touch Tone, Internet Payments and any new products introduced as part of the product roadmap.
• Providing technical support in relation to the shared and centralised infrastructure and associated environments across multiple data centres, including software, hardware and network infrastructure, both virtual and physical.
• Supporting Java/.NET web applications and services
• Virtualisation technologies, VMWare, HyperV and using MS SQL Server.
Resolving issues with large, complex systems and applications (Lorenzo) used by NHS trusts
throughout the UK.
• Interrogating the SQL database and its schemas.
• Maintaining a good understanding of T-SQL and the Application Architecture.
• Using SQL Server 2008, SQL Profiler and Fiddler 2 to resolve issues within the set SLA's
• Diagnosing issues within the application
• Looking into the stored procedures and raising change requests for data changes
• Pro actively raising problem records for further investigation into issues with the application
• Working closely with the customers to resolve issues within set SLA's
• Working closely with developers and business analysts to provide a robust solution for the
customer.
• Liaising with managers and core workers to ensure an effective and professional manner is
adopted while working with Patient Identifiable Data (PID)
• Updating the knowledge database to keep colleagues up to date with any new fixes or known
issues.
• Other tools used within the role are Remedy and HP Quality Centre
Desktop Support
Laptop support
Blackberry Enterprise Server
Android devices
Switches
Routers
Printers
Sage
• Exchange 2003/2010 management - Creating accounts, permissions, database management, database failovers, exchange patching and diagnosing and resolving issues within Exchange
• IronPort email management
• Supporting Windows XP, Windows 7 and Windows 8.
• Remote and onsite support for desktops which would include both software and hardware support
• Windows server 2003/2008 and 2012 monitoring and support using NCentral
• Checkpoint VPN support - installing clients and managing user accounts using the Checkpoint firewall
• Backup management using Veeam, Backup Manager and VERITAS NetBackup
• Managing VMs through VM Ware
• OOH supporting and on call support
Provided support to a large user base across multiple sites. The following experience was gained while working at CSC:
• Active Directory - Creating and managing user accounts
• VPN Support (Juniper) - providing 2nd line VPN support
• Windows Server 2003/2008 and Office 2003/2010 - Extensive experience of supporting both
• Citrix Support - including Access Management Console and Citrix XenApp.
• SCCM
• Symantec VERITAS Netbackup, Bomgar
Achieved a 2:2 grade overall.