Summary
Overview
Work history
Education
Skills
Websites
Community Service
Affiliations
Timeline
Generic

Paul Cowley

Swindon,Wiltshire

Summary

Accomplished IT professional with expertise in change management and governance, disaster recovery, and infrastructure support. Demonstrates proficiency in Control M batch scheduling and automation, system monitoring, and event resolution. Skilled in incident and service request management, mentoring and team development, stakeholder communication, and reporting. Adept at security configuration, process improvement, documentation, and data entry. Committed to promoting nationwide initiatives within the local community while leveraging organisational skills to drive success.

Reliable and committed to delivering exceptional technical support. Proficient in troubleshooting and problem-solving, with strong communication skills. Ready to enhance operational efficiency and customer satisfaction through dedicated support.

Overview

20
20
years of professional experience
2000
2000
years of post-secondary education

Work history

Technical Support Specialist

Nationwide Building Society
05.2022 - 09.2025
  • Delivering around the clock support and ensuring change assurance through constant analysing of change, coordination with relevant teams to address and issues promptly using teams/outlook to communicate effectively.
  • Ensuring seamless integration and functionality across these platforms, addressing and resolving and issues or challenges that may arise. Maintaining high levels of platform performance and reliability, enhanced user experience and satisfaction and contribution to the overall success of efficiency of the platforms.
  • Analyse, review, and implement ECC change tasks; ensure adherence to governance and resource constraints. Conduct thorough analysis and review of ECC change tasks, implemented changes in accordance with established procedures and ensuring compliance with governance and resource constraints. Improving the accuracy and efficiency of ECC change implementations, maintaining adherence to governance standards and resource limitations and enhancing overall project management based on ECC processes.
  • Acted as a representative for ECC shifts in CAB/SAB meetings, participated in project walkthroughs and ensured clear execution and ownership of changes. Facilitated effective communication and coordination during CAB/SAB meetings, improved project execution through detailed walkthroughs.
  • Conducted thorough plan walkthroughs, took ownership of specific task and ensured execution readiness through detailed assurance processes. Provided comprehensive disaster recovery support, improved task management and accountability and enhanced overall readiness for execution.
  • Complied and distributed detailed shift reports, Monitored and documented changes in operations and managed and communicated changes that impact the team. Ensuring accurate and timely reporting shift activities, maintaining up-to-date records of operational changes and facilitated clear communication minimized disruptions due to changes.
  • Provide hands-on training to junior colleagues. Delivered clear and concise verbal instructions through on the job training to allow them to develop and implement training programs. As a result, I'm enhancing the skills and knowledge of junior colleagues, contribute to internal growth and development and fostered a collaborative and supportive work environment.

Infrastructure Support Specialist

Nationwide Building Society
03.2020 - 05.2022
  • Handling and resolving service requests and incidents related to Sterling File Gateway (SFG) and Control M systems, coordinated with relevant teams to ensure timely resolution and monitored system performance and addressed any issues promptly. Maintained high availability and reliability of SFG and Control M systems, ensuring efficient handling of service requests and incidents and enhanced overall system performance and user satisfaction.
  • Developed comprehensive knowledge base articles, regularly updated and maintained the articles to ensure accuracy. Collaborated with team members to gather information. Improved the efficiency of incident resolution, providing a valuable resource for team members and users and enhancing overall knowledge management and information sharing.
  • Managed IP, PGP, and host key changes for Sterling File Gateway, conducted security remediation activities and provided support for audit processes. Ensuring secure and efficient handling of PGP and host key changes, improved overall security posture through remediation efforts and supported successful audit outcomes.
  • Executed configuration changes, Control-M agent installs, and automation improvements. Implemented various configuration changes, installed Control M agents and made improvements to automation processes. Enhancing system configuration and performance, successfully deploying Control M agents and Improving efficiency and reliability through automation enhancements.
  • Built and created Control M batch jobs following Batch Job build documentation, Created and configured Control M batch jobs ensuring adherence to specified guidelines and procedures. Having to have regular meetings and collaboration with App Support teams to ensure Control M jobs were successfully implemented, improving automation and efficiency in batch processing and ensuring consistency and accuracy in job configurations.

Scheduling and Batch Analyst

Nationwide Building Society
04.2017 - 03.2020
  • Developed and maintained live/master schedules for batch jobs (Control M), managed/execution of batch jobs using Control M and monitored and adjusted scheduled as needed to ensure optimal performance.
  • Led Scheduling elements of the Murex (Treasury) implementation project, including calendar builds and Batch automation. Oversaw the scheduling components of the Murex implementation project, developing and maintaining project calendars and implementation of batch automation processes. Ensuring timely and efficient project scheduling, improving coordination and planning through detailed calendar management and enhancing automation of batch processing.
  • Identified and resolved job failures, performed System housekeeping, and implemented Scheduling improvements. Detect and address job failures promptly, conducting regular system housekeeping activities and implementation of enhancements to scheduling processes. Improving system reliability and performance, maintaining a clean and efficient system environment and enhancing scheduling accuracy.
  • Authored and updated operational knowledge documents and user manuals. Created comprehensive operational knowledge documents, regularly updating user manuals to ensure accuracy and relevance and collaboration with team members to gather and incorporate necessary information. Provided valuable resources for team members and users and improved efficiency of operations through clear and detailed documentation and enhanced overall knowledge management for information sharing.
  • Awarded Legendary Service – Runner Up for contributions to the Murex implementation. – Murex Delivery/Batch Build. Played a key role in the Murex delivery/Batch build, contributing significantly to the successful implementation of the Murex project and demonstrating exceptional dedication and performance. Resulting in recognition with the Legendary Service award – Runner Up and acknowledged for outstanding contributions to the Murex implementation, enhancing the overall success and efficiency of the project.

Monitoring Analyst

Nationwide Building Society
05.2015 - 04.2017
  • Monitored IT systems and infrastructure using Control-M, BMC tools, and ServiceNow. Utilized Control-M, BMC tools, and ServiceNow to monitor IT systems and infrastructure. Identified and addressed any issues or anomalies promptly. Coordinated with relevant teams to ensure smooth operations. Maintained high availability and reliability of IT systems. Ensured timely resolution of issues and minimized downtime. Enhanced overall system performance and user satisfaction.
  • Investigated and resolved System events, liaised with L1 teams and third-party vendors. Conducted thorough investigations of system events. Resolved issues promptly and effectively. Coordinated with L1 teams and third-party vendors to ensure smooth operations. Improved system reliability and performance. Ensuring timely resolution of system events and working with internal and external teams showing excellent communication and understanding throughout.
  • Performed routine health checks, disk space Management, and Service restarts across sites. Conducted regular health checks on systems. Managed disk space to ensure optimal performance. Performed service restarts as needed across various sites. Maintained system health and performance. Prevented potential issues through proactive disk space management. Ensured continuous and reliable service operations.

Quality Assurance Officer/Specialist/ IT Build Engineer

Various Companies
01.2006 - 04.2015
  • Addressed and resolved customer complaints promptly and effectively. Compiled comprehensive Annual Product Reviews. Analysed feedback and data to improve products and services. Enhanced customer satisfaction and loyalty. Provided valuable insights for product improvement. Contributed to the overall quality of the products.
  • Provided support during MHRA and FDA audits. Managed and controlled documentation processes. Mentored and guided staff members. Ensured compliance with regulatory requirements. Maintained accurate and organized documentation. Enhanced staff skills and knowledge through effective mentoring.
  • Developed and implemented a new Quality Management System structure. Created and updated Standard Operating Procedures (SOPs). Ensured alignment with industry standards and best practices. Improved the overall quality management processes. Enhanced compliance with regulatory requirements. Streamlined operations and increased efficiency. Working with many teams to create and maintain the system and its purpose.
  • Planned and coordinated the deployment process. (6,000 devices for Zurich Insurance) Configured each device according to Zurich Insurance's specifications. Ensured seamless integration and functionality of all devices. Successfully deployed and configured over 6,000 devices. Enhanced operational efficiency and productivity for Zurich Insurance. Provided reliable and consistent device performance.

Education

BTEC National Diploma -

Business and Finance

ITIL Foundation Certificate - undefined

Control-M Fundamentals - undefined

Studying Data Analytics, Power BI, Tableau, Python, Cloud Computing Analyst, Microsoft Excel & IT - undefined

Reed Course

GCSEs - Maths, English Language, English Literature, French, Humanities, Science, Computers,

Dorcan Comprehensive School
Swindon
09.1985 - 05.1990

GCSEs - Business Studies, RSA Computers, Maths and English and Finance

New College
Swindon
09.1990 - 05.1991

Skills

  • IT Change Management and Governance
  • Disaster Recovery
  • Control M Batch Scheduling and Automation
  • System Monitoring and Event Resolution
  • Incident and Service Request Management
  • Mentoring and Team development
  • Stakeholder Communication and Reporting
  • Infrastructure Support
  • Security Configuration
  • Process Improvement and Documentation
  • Data Entry
  • Promoting Nationwide within local community
  • Organisational Skills

Websites

Community Service

  • Tech Within the Community Lead, 2024-05-01, Present, Initiated and led a partnership with Kingsdown School to promote IT Careers and STEM education through assemblies, workshops, and school Careers fair.
  • Kingsdown Aspirations Week, 2025-06-01, 2025-07-01, Presented to Year 11 students on multiple topics, Including Interview Tips, Best Practice and Careers/Apprenticeship opportunities.

Affiliations

  • Watching Swindon Town FC and helping support my daughter with her golfing journey. Watching cricket and going for a swim or the gym

Timeline

Technical Support Specialist

Nationwide Building Society
05.2022 - 09.2025

Infrastructure Support Specialist

Nationwide Building Society
03.2020 - 05.2022

Scheduling and Batch Analyst

Nationwide Building Society
04.2017 - 03.2020

Monitoring Analyst

Nationwide Building Society
05.2015 - 04.2017

Quality Assurance Officer/Specialist/ IT Build Engineer

Various Companies
01.2006 - 04.2015

GCSEs - Business Studies, RSA Computers, Maths and English and Finance

New College
09.1990 - 05.1991

GCSEs - Maths, English Language, English Literature, French, Humanities, Science, Computers,

Dorcan Comprehensive School
09.1985 - 05.1990

ITIL Foundation Certificate - undefined

Control-M Fundamentals - undefined

Studying Data Analytics, Power BI, Tableau, Python, Cloud Computing Analyst, Microsoft Excel & IT - undefined

Reed Course

BTEC National Diploma -

Business and Finance

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