Warren Peter Potter

• Conduct root cause analysis for critical issues
• Monitoring of Live Service using Dynatrace and Splunk
• Collaborate with other teams to resolve Live Production issues
• Liaising with senior stakeholders on current issues
• Provide support for technical decisions during changes
• Support Production BAU changes as well as major Business Releases
• Evaluate new technologies / methodologies as well as finding solutions to long standing issues
• Mentor junior analysts on the team
• Contributing to updating and maintaining support documentation and SARM's
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• Supporting bespoke systems.
• Resolution of help logs within agreed SLA’s.
• Debugging of java code in Eclipse to determine cause of issues.
• Documenting errors and the fixes required to resolve the Live issues.
• Tracking of bugs in Team Foundation Server 2013.
• Unit and system testing of code changes.
• Changes to java code pushed and pulled from GIT repository and TFS.
• Deploying code to WebSphere application server.
• Deploying code to Tomcat server.
• Using Eclipse to develop on J2EE platform I successfully developed and deployed SOAP web services to the IBM iSeries using Java for a Web Commerce project.
• Using Eclipse to develop on J2EE platform I successfully developed and deployed SOAP web services to the IBM iSeries using Java for Customer Relations Management project which was completed on time.
• Provide estimates for coding and unit testing.
• Provide technical and functional knowledge of applications.
• Providing support of the Web services as well as any bug fixes.
• Involved in all aspects of the SharePoint Intranet project including planning, design, testing and development. This was done using Visual Studio 2003.
• Involved in all aspects of the migration of Lotus Notes forms application to Microsoft. This was successfully implemented using Infopath 2007.
• Deployment of code to IIS servers.
• Creating, maintaining and updating existing reports using SQL and Excel.
• Automation of IBM iSeries (AS/400) queries using CL.
• Debugging of IBM iSeries (AS/400) programs using built-in debugger.
• Testing of development fixes in all environments.
• Involved in development of 3 products for Documaker.
• Error checking of overnight Documaker jobs.
• Supporting the following systems:
o Documaker Studio (DAP system).
o CRM system.
o I+ system.
o Image and Workflow client application system.
o CHIPS database for users.

• 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 the server.
• To communicate solutions with customers regarding their network faults.
• To manage and own incident progress to resolution.
• Providing box swaps for the customer 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.