Daniel Whittle
Swindon, Wiltshire,Wiltshire
Summary
Dynamic professional with a strong foundation in leadership across diverse environments, known for ethical conduct and inspiring motivation. Adept at mentoring and coaching, with a proven track record in customer service and process improvement. Utilises creative thinking to drive innovative solutions, aiming to leverage these skills towards impactful career growth.
Overview
31
31
years of professional experience
Work history
Backline Manager
Keyloop
Hungerford, West Berkshire
2021.03 - 2026.03
- Responsible for managing Tier 3 Support for Customer Cases that Tier 1 or 2 weren't able to resolve.
- Prioritised workload effectively, optimising time management within the team.
- Conducted regular performance reviews, ensuring continuous improvement of staff skills.
- Created a supportive work environment leading to high staff retention rates.
- Improved response times with efficient ticket management systems.
- Facilitated inter-departmental communication, improving overall organisational effectiveness.
- Fostered team cohesion for greater productivity and morale.
- Managed complex customer issues, resulting in high-level resolution rates.
- Introduced innovative solutions for increased process efficiency.
- Monitored team performance, providing constructive feedback and recognition where due.
- Offered technical advice to programmers and developers to help optimise designs.
- Used Salesforce to track support tickets and document actions.
International Backline Team Leader
CDK Global
Hungerford, West Berkshire
2018.09 - 2021.03
- The role is the same as the one below, my Teams remit was expanded to provide Tier 3 Support to all of our clients all over the world which included UK, Europe, South Africa, Middle East, China, South America and New Zealand
European Backline Team Leader
CDK Global
Hungerford, West Berkshire
2016.05 - 2018.09
- Fostered a high-performing environment to drive productivity and quality.
- Prioritised tasks according to urgency and importance, optimising workload allocation among team members.
- Improved customer satisfaction through close collaboration with the team.
- Increased team cohesion by implementing regular feedback sessions.
- Encouraged open communication, fostering a positive work culture.
- Introduced innovative solutions which maximised output without compromising quality.
- Implemented new working methods which improved overall efficiency of the team operations.
- Conducted regular performance reviews to identify areas of improvement for each team member.
- Provided leadership and direction for employees, supervising activities to drive productivity and efficiency.
- Delegated tasks to make best use of individuals' skills.
- Reported on team performance to higher leadership, proactively offering action for areas of improvement.
- Professionally handled difficult customer complaints and objections to maintain first-class customer service standards.
Technical Lead
CDK Global
Hungerford, West Berkshire
2014.10 - 2016.05
- Same role as below as the Company name had changed.
Technical Lead
ADP Dealer Services
Hungerford, West Berkshire
2009.03 - 2014.10
- I joined the Backline Team(Tier 3) as a Technical Lead.
- Supported peers in Backline and also some nominated peers in Support.
- Solved complex technical issues by providing detailed software support.
- Collaborated across teams to address customer complaints, resulting in improved service delivery.
- Enhanced system performance with thorough debugging and troubleshooting.
- Implemented preventative measures against common technical issues reducing support tickets considerably.
- Identified recurring technical issues, leading to the development of effective solutions.
- Managed incident response procedures to minimise downtime during critical business hours.
- Coordinated with developers on software patches and upgrades, ensuring seamless integration with existing systems.
- Completed investigations to check on reported errors, reproduce problems and trace faults.
- Maintained high customer satisfaction levels through prompt and efficient problem resolution.
Senior Support Programmer
ADP Dealer Services
Hungerford, West Berkshire
2005.12 - 2009.03
- Same role as below as the Company name had changed.
Senior Support Programmer
Kerridge Computer Company
Hungerford, West Berkshire
2002.07 - 2005.12
- This role was created for me due to my knowledge of KCML that I had learned as a Conversion Programmer.
- I would assist Application and Technical colleagues in Support(normally desk side with them) to help diagnose the issues they were investigating for Cases raised by Clients.
- Monitored system health regularly, preventing potential issues from escalating further.
- Fixed software bugs swiftly, ensuring minimal downtime and customer inconvenience.
- I wrote an application called CVS Search in the early 2000's to help Software Support, Consultants and even the Developers themselves to search for s/w fixes. This is still in use 20 years on and 000's of searches are still performed each year.
- Produced clean, error-free code in line with internal quality standards.
- Conducted rigorous root-cause analyses to identify and correct software issues.
- Collaborated with other developers to identify and alleviate software bugs.
Environment Support Analyst
Kerridge Computer Company
Hungerford, West Berkshire
2000.04 - 2002.07
- Working in the Environment team in Software Support providing System Support at a Software and Unix level on our Clients systems.
- Managed environment configuration, resulting in improved system stability.
- Provided technical support to enhance operational efficiency.
- Deployed patches promptly for improved system security and functionality.
Senior Conversion Programmer
Kerridge Computer Company
Hungerford, West Berkshire
1998.09 - 2000.04
- Same responsibilities as the Conversion Programmer role but was also expected to provide guidance and advice to my peers.
Conversion Programmer
Kerridge Computer Company
Hungerford, West Berkshire
1996.09 - 1998.09
- Responsible for converting new customers data from their old system over to an Autoline system.
- This involved reading the data from their raw backup files.
- This required detailed analysis to work out the record layouts of competitor systems to convert over. This very often meant writing a new conversion program or tweaking of current programs according to the type of the system the customer was on.
- Responsible for running test conversions
- Liasing with the Consultant and Client to make sure they were happy with the converted date.
- Wrote a program to automate sending OEM pricefiles over to customers that had an ISDN connection and also an option "Load new pricefile(ISDN)" for the customers to run on their system. This negated the need to post a tape to each of those customers which massively streamlined the process.
- Wrote a concurrent multi tape program which enabled up to 4 tapes to have OEM's Price Files written to at the same time which massively increased the speed of the process when required.
Media Transfer Assistant
Kerridge Computer Company
Hungerford, West Berkshire
1995.09 - 1996.09
- Mainly responsible for issuing Monthly/Quarterly/Annual Price File updates on tape for OEM's to customers by post.
- Provided customer service, delivering high levels of satisfaction.
- Managed time effectively to meet deadlines.
- Liaised with clients to maintain relationships and foster repeat business.
- Completed assigned work within deadlines and to company standards.
- Demonstrated adaptability by taking on ad-hoc tasks.
Skills
- Leadership in diverse environments
- Ethical conduct
- Inspiring motivation
- Mentoring and coaching
- Customer Service
- Process Improvement
- Creative thinking
Affiliations
- Family time
- Lego
- PS5 Gaming
- Walks
Timeline
Backline Manager
Keyloop
2021.03 - 2026.03
International Backline Team Leader
CDK Global
2018.09 - 2021.03
European Backline Team Leader
CDK Global
2016.05 - 2018.09
Technical Lead
CDK Global
2014.10 - 2016.05
Technical Lead
ADP Dealer Services
2009.03 - 2014.10
Senior Support Programmer
ADP Dealer Services
2005.12 - 2009.03
Senior Support Programmer
Kerridge Computer Company
2002.07 - 2005.12
Environment Support Analyst
Kerridge Computer Company
2000.04 - 2002.07
Senior Conversion Programmer
Kerridge Computer Company
1998.09 - 2000.04
Conversion Programmer
Kerridge Computer Company
1996.09 - 1998.09
Media Transfer Assistant
Kerridge Computer Company
1995.09 - 1996.09