Aaron Gulley

As the ERP Analyst, my function is that of the senior technical authority for the company's Epicor ERP system. My role is broad and not limited, covering the full spectrum from advanced development and data analysis to expert-level technical support.

• Handling all development and customisation for the Epicor ERP system, with a special focus on the Kinetic framework.
• Building and managing the integrations that allow Epicor to share data with other essential business applications.
• Creating reports and dashboards using tools like EDA, Grow, and Power BI to turn company data into useful insights.
• Actioning all development requests and resolving the complex technical tasks escalated through the helpdesk.
• Troubleshooting and resolving all operational tickets that require my specialist technical knowledge.

In this role I was responsible for supporting the whole business in how we used and developed our ERP system. That could be anything from showing staff how to use particular modules, through to building new ones myself in the ERP’s own language, or managing outside contractors if something needed to be developed externally. Any changes had to be properly planned so they did not cause disruption to day-to-day operations.

I spent a lot of time working with the ERP’s database to produce reports in SQL and SSRS, and to improve business processes so we could cut down on manual data entry and focus more on sales growth. One of the larger projects I delivered was linking our customer portal directly to the ERP using REST APIs, so orders, customer statistics and progress updates flowed automatically. This reduced the workload on the sales team and allowed them to concentrate on winning business and providing better customer service.

Alongside the ERP, I also looked after the wider IT systems, from user desktops to servers, making sure everything worked together smoothly. Part of the job was also to train and mentor Teagle’s trainee IT engineer, keeping them up to speed with how our systems worked and supporting them with any challenges they faced.

In this role I worked closely with key operators to get the best performance out of the production lines - adjusting machines to maximise throughput and yield while reducing waste and rejects. I supported the line teams day to day, helping them run equipment at optimum levels and assisting with maintenance where needed.

Part of the role was training new staff to ensure they were fully competent, as well as working with existing staff to build a deeper understanding of optimisation and efficiency. I also helped operators identify issues with raw material quality and gave them the confidence to challenge and manage problems coming from other parts of the business.

I provided onsite and remote IT support for schools and businesses across the UK and overseas. I was responsible for more than ten schools, each assigned to me by the service delivery manager, carrying out weekly or monthly visits as agreed.

While on site I upgraded and maintained IT systems, implemented new infrastructure, imaged and upgraded workstations, and completed network maintenance such as terminating data points. All work was carried out proactively to minimise downtime, with schools billed only for the materials used.

Alongside onsite work, I also supported a fast-paced service desk, assisting customers under strict SLA agreements. This covered a wide range of issues, from Windows server management to email server migrations to the cloud. The role demanded flexibility and problem-solving skills, as no two days were the same. One moment I might be troubleshooting a server, and the next configuring the firewall of a multi-million-pound enterprise.

I managed service interruption notifications and supported the company’s private cloud infrastructure and hosted application platforms. The role involved maintaining communication with the contracted data centre, managing client expectations, and providing 3rd line support to the technical support team.

I worked closely with third-party software and hardware vendors, supported outbound training teams during product rollouts, and provided on-call client support on a rota basis, typically two weeks each month from 8am to 11pm.

A key achievement was introducing a ticketing system using Zendesk, integrated with the company’s RMM tool Service Connect, which greatly improved how support requests were logged, tracked and resolved.

Alongside infrastructure responsibilities, I also contributed to software development projects using C#, Angular and SQL, helping to maintain and improve internal tools and client-facing applications.