Summary
Overview
Work History
Skills
Certification
Timeline
Generic

Dean John Potter

Bristol

Summary

Experienced IT professional with a strong background in database administration (SQL Server, Azure SQL), cloud technologies (Azure, Google Cloud Platform), and automation, specializing in ensuring systems reliability and performance. Proven ability to design, implement, and troubleshoot complex data pipelines (SSIS, Azure Data Factory), and deliver robust reporting solutions (SSRS, Power BI). Certified in Google Cloud DevOps Engineering and Cloud Engineering, demonstrating commitment to SRE principles and cloud-native technologies. Adept in IT support, networking, and disaster recovery. Passionate about continuous improvement and delivering exceptional customer service.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Service Engineer

Lloyds Banking Group
London
09.2022 - Current
  • Reviews non-compliance issues within current IT Security processes, systems, and procedures, and works with guidance to ensure solution of ad hoc problems within the assigned unit/(sub) discipline.
  • Analyses customer needs and defines and delivers prescribed products by performing designated development/engineering activities using established systems.
  • Keeps track of risk parameters and identifies and reports any major deviation to more senior colleagues while working within established risk management systems.
  • Analyses specified problems and issues to find the best technical and/or professional solutions.
  • Uses product specifications to design test procedures and standards.
  • Provides a quality service to customers by processing cases, dealing with complex queries and/or investigating and resolving customer problems, and may identify new customer retention or business opportunities.
  • Develops personal capabilities using existing formal and informal training opportunities, while also coaching others as required.
  • Identifies shortcomings in existing processes, systems and procedures, then uses established change management programmes to deliver prescribed outcomes and/or provide support services.
  • Helps others use and benefit from the existing knowledge management systems.
  • Provides operational support services and sometimes acts as first-line supervisors of a transactional operations area while using existing systems and protocols.
  • Troubleshoots and diagnoses equipment for emergency repairs, performance preventive maintenance routines, conducts inspections with guidance, and helps to install complex systems.
  • Tracks budgets and brings variances to the attention of senior colleagues while working within established budgeting systems.
  • Personally meets customer needs related to standard products and services and/or supervises a team of customer advisors
  • Provides primary supervision to a team performing transactional work or supervises a small group performing junior professional tasks.
  • Responds to individual and team objectives and invests in improving personal performance by growing own skills and capabilities, coaching others when required.
  • Explores issues and/or needs to establish potential causes, related issues and barriers.
  • Performs designated supplier management activities to deliver own prescribed outcomes and/or provide support to others by using existing systems and protocols.
  • Use of monitoring tools such as Splunk and Dynatrace.

SQL Server Database Administrator and Developer

Bupa Dental Care
Bristol
04.2016 - 09.2022
  • Create scripts and processes for data integration and bug fixes
  • Determine business and functional requirements for business needs
  • Monitor system health and performance to guarantee high levels of performance, availability, and security at all times
  • Software diagnosis
  • Technical issues analysis
  • Coordinate with project teams on database development timelines
  • Test programs and databases and make necessary modifications
  • Specify users and user access levels for each database segment
  • Ensure users/customers have consistent and reliable service
  • Implement new automated services to reduce manual and repetitive procedures
  • Implement ELT pipelines from on-premises databases through different stages including SSIS, Azure Data Factory to Azure Analysis Services
  • Investigate bugs due to data issues, Azure outages, or pipeline failures
  • Use source control in Visual Studio for code changes
  • Use DevOps pipelines Dev, Test, UAT, and Prod for releasing new code changes
  • Use DevOps for work items and sprints for daily workflow stream
  • Work items can consist of BA, tech debt, and incidents (from ServiceNow)
  • Create and deploy Power Bi reports
  • Use DAX language in Tabular Model
  • Diagnose and resolve faults with in-house ELT procedure within agreed SLA time to streamline user efficiency
  • Collaborate with team members to create applications' system analysis based on client requirements
  • Collaborate effectively with customers to accurately identify and efficiently resolve issues
  • Perform diligent system testing and troubleshooting, documenting issues and resolutions precisely
  • Implement timely software upgrades and updates for minimal operational disruption.

Technical Manager

Brightside Group
Bristol
11.2010 - 04.2016
  • SQL Server Reporting Services - design and implementation
  • Create and maintain SQL Server instances, linked servers, backup procedures and processes, replication functions, disaster recovery
  • Design of Disaster Recovery procedure and successful testing of DR scenario against Business Continuity Plan for recovery point and time objectives
  • Excellent skills in T-SQL writing stored procedures, triggers, and functions
  • Infrastructure migration from on-premise server rooms to off-site co-location data centre
  • Responsible for providing direction and support to Users of systems covered by Finance Systems
  • To support finance functions database and server requirements and maintain best practice
  • Schedule and manage development releases post UAT sign off
  • Liaise with external developers and monitor development
  • Development of solutions and new systems
  • Maintain license details, renewals, and highlight any issues arising
  • Highlight areas of concern and potential risks to Head of Finance Systems
  • Investigate upgrades available for existing software and report to Head of Finance Systems as releases are available
  • Monitor and arrange execution of systems maintenance
  • Insuring HR, Payroll and Accounting packages database maintenance for all systems
  • Creation of Schemas, Alteration of Tables, Views, Stored Procedures and Functions
  • Management of Users and Permissions
  • Created drill down, drill through, sub and linked reports using MS SSRS 2008 as well as managed subscription of reports
  • Generated multi-parameterized reports in MS SSRS 2008 allowing users ability to make selections before executing reports; thus making them user friendly
  • 1st point of call for finance support before escalating to 3rd party software house, maintaining software integration between software packages, which include following: Access Select Pay (Payroll), Select HR, Dimensions (Accounting Package), FocalPoint (Purchasing and Expenses), Office Integration (Excel Add-in).

IT Administrator

Brightside Group
Bristol
01.2009 - 11.2010
  • Central contact for Infrastructure team and dealing with 3rd line incidents and problems escalated from Service Desk
  • Provide user support for in-house software & hardware
  • Sound knowledge of IT including PC Support, Software Support (XP Pro, MS Office), and Networking technologies
  • Assist in maintaining and supporting network infrastructure, computer hardware, all peripherals, telephone systems, and server patching
  • Record and maintain software license register
  • Monitor logging and tracking of internal helpdesk requests
  • To manage daily activities of System Backup
  • Experience of working in IT helpdesk/Support role
  • Good working knowledge of MS 2003 server, MS Exchange 2003, Active Directory
  • Good problem-solving skills, be able to work under pressure and enjoy working in a busy office environment
  • Be flexible, well-organized, and can prioritize efficiently.

Technical Support Engineer

Inty
Bristol
12.2006 - 12.2008
  • To be a primary point of contact for all live support calls
  • These can range from email queries to diagnosing software and hardware faults on customers' server
  • Perform solutions with customers regarding their network faults
  • To manage and own incident progress to resolution
  • Providing box swaps for customers when their server has hardware or software faults
  • Setting up Anti-Spam and Anti-Virus accounts for customers
  • Registering domain names on the customer's behalf
  • Locating missing emails from smart host server to ISP's servers and investigating email delays
  • Setting up PPTP and Ipsec VPNs.

Business Broadband Tech Support

Client Logic (BT & AOL)
Bristol
09.2006 - 12.2006
  • Managing escalations from colleagues who cannot resolve customer issues
  • Assisting Product Specialists to resolve customer internet faults
  • Floor walking (a position of support for colleagues when problems arise)
  • Primary point of contact for all live support calls, dealing with issues such as email queries, diagnosing software and hardware faults with routers or modems
  • Communicating solutions with customers regarding broadband faults
  • Managing and owning incident progress to resolution
  • Performed broadband line tests to establish the status of the line
  • Setting up Outlook Express mail accounts, mail relays, and forwarding mail for customers.

Business Broadband Tech Support

Client Logic (BT & AOL)
Bristol
06.2004 - 11.2004
  • Managing escalations from colleagues who cannot resolve customer issues
  • Assisting Product Specialists to resolve customer internet faults
  • Floor walking (a position of support for colleagues when problems arise)
  • Primary point of contact for all live support calls, dealing with issues such as email queries, diagnosing software and hardware faults with routers or modems
  • Communicating solutions with customers regarding broadband faults
  • Managing and owning incident progress to resolution
  • Performed broadband line tests to establish the status of the line
  • Setting up Outlook Express mail accounts, mail relays, and forwarding mail for customers.

Skills

  • Database Development & Administration: Azure SQL Databases, Microsoft SQL Server, SQL Server Integration Services (SSIS), T-SQL (stored procedures, triggers, functions), database design, backup/recovery, disaster recovery, replication
  • Cloud Technologies: Google Cloud Platform, Azure Data Factory, Azure Service Bus, Azure Analysis Services
  • Data Analytics & Visualization Power BI, DAX, SQL Server Reporting Services (SSRS)
  • ETL Development: ELT pipeline implementation, SSIS, Azure Data Factory
  • DevOps: Code management (Visual Studio), CI/CD pipelines, work item tracking, release management
  • Networking: Infrastructure migration experience
  • Software Development: Scripting for data integration, bug fixes, application support
  • IT Support: (Specify key areas - eg, hardware, server patching, Active Directory)

Certification

  • Google Cloud Professional Cloud DevOps Engineer
  • Google Cloud Associate Cloud Engineer
  • Microsoft Certified Solutions Associate: SQL Server 2008 (MCSA)
  • Microsoft Certified IT Professional: Database Developer 2008 (MCITP)
  • Microsoft Certified IT Professional: Database Administrator 2008 (MCITP)
  • Microsoft Certified IT Professional: Business Intelligence Developer 2008 (MCITP)
  • Microsoft Certified Technology Specialist: SQL Server 2008, Implementation and Maintenance (MCTS)
  • Microsoft Certified Technology Specialist: SQL Server 2008, Database Development (MCTS)
  • Microsoft Certified Technology Specialist: SQL Server 2008, Business Intelligence Development and Maintenance (MCTS)
  • Intro to Splunk (eLearning) C# NCFE Certificate

Timeline

Service Engineer

Lloyds Banking Group
09.2022 - Current

SQL Server Database Administrator and Developer

Bupa Dental Care
04.2016 - 09.2022

Technical Manager

Brightside Group
11.2010 - 04.2016

IT Administrator

Brightside Group
01.2009 - 11.2010

Technical Support Engineer

Inty
12.2006 - 12.2008

Business Broadband Tech Support

Client Logic (BT & AOL)
09.2006 - 12.2006

Business Broadband Tech Support

Client Logic (BT & AOL)
06.2004 - 11.2004

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Dean John Potter