Christopher Sherman
Application and Infrastructure Support Analyst
KETTERING
Summary
After a short personal hiatus, I am writing to express my strong interest in returning to full time employment. On inspection of the role, I am confident I would make a significant contribution to your team. My resume provides further details on my relevant qualifications and experience. I am excited about the prospect of discussing how my skills can benefit your organisation. Thank you for your time and consideration.
Overview
24
24
years of professional experience
Work History
Contract IT Analyst
Lucid Support Services (Perkins-Caterpillar)
Peterborough
02.2019 - 08.2024
- 2nd line technical support for customer facing bespoke CAT/Perkins applications and java platform incident management using ServiceNow ITSM.
- Responsible for coordinating and assisting departmental platform incident management and escalation to 3rd line support or external service and application providers, within agreed service level agreements, using Jira ITSM.
- Provide direct customer technical support through internal and external communications.
- Identify, register and categorise mailed enquiries and incidents to ServiceNow, and follow up to ensure resolution within agreed SLA.
- SQL manual data corrections for legacy applications.
Shift Operations Analyst
Centrica Hive
Cambridge, Cambridgeshire
01.2015 - 10.2018
- Responsible for loading external meter reading data streams to British Gas MyEnergy.
- Monitoring of the Centrica - Hive IoT platform, primarily AWS cloud servers, using tools such as AWS CloudWatch and VMWare Wavefront.
- Responsible for coordinating platform incident management and escalation to 3rd line support in a timely manner.
- Deployment of Hub and Device firmware upgrades to the platform, and user population.
- Administration of ticketing for IS Support Helpdesk, and various applications and services accounts.
- Shift based, out of hours support for 1st Line.
- Report generation to Service Management team for requested queries providing live stats.
Systems Operations Support Engineer
Shopzilla Europe
London
10.2011 - 02.2014
- 1st / 2nd Line system monitoring of web sites, networks, Oracle databases, Apache Java Tomcat web applications and services and site traffic, escalating when necessary to appropriate support, applying SOX compliant incident management policies and procedures.
- 3rd party tools include RT: Request Tracker, Xymon monitoring, Nagios/Nemo monitoring, OpenTSDB real-time graphs, Keynote internet monitor, Splunk log file leverage and A10 load balancer GUI.
- BMC Control-M job creation control, running, monitoring, escalation and management.
- Supporting Linux server dominated infrastructure with Virtualised, Cloud and traditional hardware instances.
- Create, update, and delete accounts and groups for all Shopzilla owned domain applications and platforms including Active Directory, LDAP, Rally (Agile software).
- Symantec Netbackup 7.5 storage media management.
- Change management and code deployment using svn, Gitorious, & GitLab repositories.
Shift I.T. Systems Operator
Fidelity National Information Services (Certegy)
Birmingham
07.2008 - 09.2011
- System Monitoring – Was responsible for monitoring the status of systems, applications, databases and network. Performed initial problem evaluation, escalating to resolver groups.
- Operational Process – Running scheduled and ad hoc operational processes, such as file transfers, backups and data restores.
- Help desk – Provided out of hours support covering emails and phone calls for various FIS help desks. Maintained help desk ticket updates to users, progressing calls with resolver groups and obtaining agreement to close calls upon satisfactory resolution.
- Incident Management – Responsible for escalating problems, obtaining regular updates on progress and keeping relevant interested parties updated.
- 365/24/7 Shift Working and providing cover to other shifts.
- Systems Maintenance – Performing periodic maintenance tasks ensuring the machine room environment.
Operations Consultant
Experian Integrated Marketing (ClarityBlue)
Luton
09.2006 - 03.2008
- Part of a team responsible for the extraction, data validation and Loading of numerous data dumps, from multiple internal and third-party data sources, in liaison with account managers.
- Scheduled data loads to agreed time slots using Redwood Cronacle (SQL Job control).
- Provided 1st/2nd level technical analysis and support on application systems.
- Provided 1st level query logging and investigation using Experian’s internal call logging system including progression to query resolution with 2nd/3rd line support.
- Facilitated installation code releases and changes on the Production systems, as per agreed release schedules, in accordance with instruction by
- Ensured networks and services up and running to various client systems SLA’s, employing system health checks, monitoring systems and applications and intervened to prevent problems happening where possible.
- Updated operations guide/support notes and knowledge base to record incident resolutions.
Contract Network Support Analyst
City & Guilds
City of London
03.2005 - 04.2006
- Solely responsible for all things backup related, supported around 70 servers in a mixed Novell/ Wintel environment, including monitoring of off-site tape storage and retrieval.
- Corporate Microsoft Exchange 2003 backups and recoveries.
- Scheduled and checked the integrity of daily file system data backups, using Veritas Backup Exec 9 & 10, with some legacy backups using Arcserve.
- Database backups and restorations for SAP and Oracle databases.
- Windows 2000/NT4, Windows 2003 and Novell Netware server snapshots and flat file backup and recovery.
- Reported to the I.T. Manager, transition managers and Oracle/Siebel/SAP developers.
Senior Mainframe Operator
Misys (Security Trading Systems)
London
02.2001 - 12.2004
- Daily batch processing of managed client systems for high street banking and financial institutions.
- Multi-platform mainframe/server data backups using high availability storage disk units, various makes of DLT and DAT tape units.
- Disaster Recovery site data restoration and additional batch processing to prove data integrity and off-site disaster recovery availability.
- Cross system health checks & reporting.
- Scheduled data archiving. Report printing & distribution.
- User account administration.
Skills
1St/2nd Line incidentment management support
undefinedTimeline
Contract IT Analyst
Lucid Support Services (Perkins-Caterpillar)
02.2019 - 08.2024
Shift Operations Analyst
Centrica Hive
01.2015 - 10.2018
Systems Operations Support Engineer
Shopzilla Europe
10.2011 - 02.2014
Shift I.T. Systems Operator
Fidelity National Information Services (Certegy)
07.2008 - 09.2011
Operations Consultant
Experian Integrated Marketing (ClarityBlue)
09.2006 - 03.2008
Contract Network Support Analyst
City & Guilds
03.2005 - 04.2006
Senior Mainframe Operator
Misys (Security Trading Systems)
02.2001 - 12.2004
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