Scott Grant
Oldbury,Sandwell
Summary
Highly skilled and experienced IT professional with over 19 years in the IT industry. Proficient in data analysis, computer programming, data centre management, SQL script reporting, and IT support for disaster recovery and logistics. Skilled in troubleshooting software applications and device issues, dedicated to delivering efficient solutions and exceptional customer service. Release & Environment Manager with a proven track record of implementing and overseeing release processes. Collaborative team player with the ability to ensure smooth deployment of software products. Eager to progress to a senior managerial role with hands-on responsibilities in my career journey. Used Azure & Azure Dev Ops to manage IT infrastructure and use this to manage regression testing and access management
Overview
12
12
years of professional experience
1
1
Certification
Work history
Release & Environment Manager
University Of Birmingham
Birmingham, United Kingdom
08.2023 - Current
- Led release delivery plan, identified key dependencies and risks
- Sucessfully managed multiple software deployments in the University IT environments.
- Raised a number of changes and present to CAB for approval for each software release deployment
- Planned release windows and cycles in advance
- Maintained release schedules for services and ensured alignment across all internal and external teams.
- Managed Quarterly Release, Monthly and Weekly patch process
- Reviewed and cascaded Release Readiness notes
- Prepared Impact Assessment documentation and identified mandatory changes
- Engaged with functional areas to agree on discretionary functionality for quarterly release
- Managed release testing activities and ensured resolution of defects
- Conducted kick-off meetings and lessons learned sessions
- Updated processes and documentation
- Communicated changes introduced through quarterly releases to stakeholders
- Advised University on business process improvements
- Managed testing process and utilized test management and automation tools
- Mitigated root causes of release issues to prevent reoccurrence
- Raised INC, Changes, Enhancements, Outage records using Service Now
- Monitored dashboard for open records in Service Now.
- Ultlise change management to monitor the progress of changes within the university system environments.
Systems & Implementation Executive
ICARE24 Group Ltd
Birmingham, United Kingdom
03.2023 - 08.2023
- Spearheaded direct communication and collaboration with third-party IT support to manage and address IT infrastructure issues that required external assistance
- Coordinated and facilitated seamless communication channels between internal teams and external IT support to ensure efficient resolution of complex technical challenges
- Managed relationships with external vendors to optimize IT implementation processes and streamline operational efficiencies
- Acted as the primary liaison between the organization and external IT support, ensuring all technical requirements were met and implemented effectively
- Oversaw the successful integration of new systems and technologies through strategic planning and effective coordination with third-party IT support.
Service Design & Transition
BET365
Stoke-on-Trent, United Kingdom
09.2022 - 04.2023
- Managed the pipeline of servers through an automated system (JIRA & ASAP)
- Collaborated with stakeholders to investigate and resolve issues with automated builds
- Contributed to the continuous improvement of team processes and approaches
- Served as a point of contact for questions regarding the automated build process
- Worked with the DevOps platform and automation team to develop dashboards, reports, and team metrics to enhance management information within the automated build process
- Planned and scheduled work packages, providing initial point of contact for new design requests for small works not handled by project leads
- Participated in weekly managerial and team meetings to discuss new and existing design builds and establish service design methodologies
- Assisted the IT Service Delivery manager in improving service and product design by liaising with stakeholders to demonstrate error analysis and best practice methodologies
- Utilized ITIL 3 & 4 methodologies in a Service Design environment
- Demonstrated excellent organization skills to prioritize tasks and effectively manage time and resources
- Utilized Power BI linked to JIRA data to report weekly common build/error trends via dashboard and statistics, raising issues on CI board and discussing with management and IT teams for resolution and improvement
- Conducted searches and prioritized JIRA for L3 on CMDB on Remedy
- Used GITLAB Yam files to generate virtual/physical server builds in ASAP & CMDB.
- Collaborated with multiple teams (network, security, etc.) to ensure timely and accurate creation of business services to support automated builds.
Automation Technical Support Analyst
DPD Group UK
Oldbury, United Kingdom
03.2021 - 09.2022
- Conducted physical and electronic testing of integrated system label solutions such as API, EDI, Amazon Prime, and third-party suppliers, ensuring seamless business integration
- Managed the sign-off process for each business integration, guaranteeing accuracy and efficiency
- Oversaw the ordering of labeling equipment for customers, including replacing broken devices and ordering new equipment as needed
- Responded to and addressed internal and external issues promptly via email and direct team contact
- Collaborated with the central hub to enhance customer label compliance, minimizing relabeling issues
- Generated Unix and SQL reports to deliver essential business-critical information as requested
- Coordinated incidents and requests allocation between the office and field-based teams to ensure prompt resolution by the appropriate analyst or engineer
- Handled new business queries and integration issues for all customers, ensuring seamless operations
- Scheduled and prepared engineer site visits based on critical business requirements
- Monitored data failure indicators on internal systems to alert missing data issues with external customers and third-party suppliers.
IT Support Analyst
DPD Group UK
Oldbury, United Kingdom
05.2017 - 03.2021
- Diagnosed user issues and problems, implemented effective solutions via phone, email, and remote support
- Ensured resolution of all logged issues within agreed service level time frames
- Resolved end-user issues, upheld high level of customer service, and managed expectations
- Troubleshot network hardware, maintained internet performance through permission updates via command prompt
- Installed hardware and software including printers, laptops, PCs, and operating systems
- Provided IT support for various devices such as laptops, desktops, printers, A4 or USB thermal printers, and Smartphones
- Supported Apple devices including Apple Desktops, Macbooks, and iPhones
- Troubleshot software including Active Directory, Windows 7 & 10, Microsoft Office suites, and Windows Server 2008
- Maintained high standard of logged calls for communication audit and process improvement
- Generated reports for business stakeholders using DBVisualizer, J-Term, and SQL coding techniques
- Developed and maintained knowledge articles on IT support issues
- Consistently achieved top performer status in team KPI awards for customer surveys and incident management quality
- Provided support for business and customers regarding EU regulations and Brexit compliance for shipments.
Scheduling / Helpdesk team member
IBM
Warwick, United Kingdom
08.2012 - 04.2017
- Acted as a single point of contact (Helpdesk) for all BC&RS related enquiries
- Managed customer exclusion zones and coordinated equipment required for testing/invocation
- Maintained accurate data on the location of all managed delivery equipment
- Provided input to WW team on CMT development and served as UK contact point for worldwide CMT rollout
- Took responsibility for the overall integrity of each test request
- Invoked the internal incident management process in the event of an incident
- Raised and closed incidents and test reports via Maximo service tickets
- Managed the initial phase of customer standby and invocation calls between 09.00 and 17.00 on normal working days.
Education
MSc Computer Science - Msc Computer Science
Birmingham City University
Computer Science & Business - Computer Science And Business
University of Chester
Computer | BTEC National Diploma - ICT
Sandwell College
Computing | GNVQ ICT Intermediate - ICT
Dudley College
Computing | GNVQ Foundation - ICT
Dudley College
GCSE - GCSE
Wodensborough Technology College
Skills
- Strong communication skills
- Detail-oriented
- Problem-solving abilities
- Project management expertise
- Technical proficiency
- Team collaboration skills
- Hands-On Approach
Certification
ITIL Foundation Level 3, AXELOS, 01/2019
Timeline
Release & Environment Manager
University Of Birmingham
08.2023 - Current
Systems & Implementation Executive
ICARE24 Group Ltd
03.2023 - 08.2023
Service Design & Transition
BET365
09.2022 - 04.2023
Automation Technical Support Analyst
DPD Group UK
03.2021 - 09.2022
IT Support Analyst
DPD Group UK
05.2017 - 03.2021
Scheduling / Helpdesk team member
IBM
08.2012 - 04.2017
MSc Computer Science - Msc Computer Science
Birmingham City University
Computer Science & Business - Computer Science And Business
University of Chester
Computer | BTEC National Diploma - ICT
Sandwell College
Computing | GNVQ ICT Intermediate - ICT
Dudley College
Computing | GNVQ Foundation - ICT
Dudley College
GCSE - GCSE
Wodensborough Technology College
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