The Story So Far!

I've spent the better part of my career in corporate environments, the NHS, DWP Adjacent, FinTech (Fortune 500) and now the education sector.

The "who" part...

IT Support Specialist with deep expertise in Payment Ecosystems, Incident Management, Problem Management and API-based product support. Extensive experience working within the Fintech sector (Clover/FiServ), bridging the gap between hardware/software engineering teams and non-technical stakeholders. Proven track record of managing major incidents for global partners and performing deep-dive investigations. Highly organised self-starter dedicated to maintaining service availability and customer success.

The "how" part...

Payment Systems Knowledge: Deep technical understanding of digital/face-to-face channels, terminal configuration, and merchant transaction flows.
API & Product Support: Skilled in investigating complex software and hardware issues and API-adjacent service issues.
Stakeholder Management: Expert at translating technical root causes into concise summaries for senior management and external partners.
Technical Documentation: Experience creating data-driven reports and collaborative documentation to drive product fixes.
Tools & Platforms: Experienced in Product Ticketing Software, Major Incident Management tools, and Azure environments.

The "Where" part...

IT Infrastructure Analyst | South Essex College May 2024 – Present

Systems Administration: Manage Active Directory and Azure AD environments, ensuring seamless authentication and access control.
Service Availability: Manage remote application availability and perform deep-dive investigations into service-level issues.
Security & Compliance: Research fixes for CVE notices and implement security patches to protect infrastructure integrity.

Tier 3 Engineer & Major Incident Manager | Clover Network Inc (FiServ) March 2019 – Sept 2023 Note: Clover is a leading Terminal and EPOS Provider.

Critical Bridge Leadership: Orchestrated technical recovery bridges during high-impact outages affecting payment gateways and terminal connectivity, coordinating resolution efforts between software engineers and external partners.
Stakeholder Communication: Managed crisis communication for senior leadership and non-technical stakeholders, translating complex API or infrastructure failures into concise business impact summaries.
Root Cause Analysis (RCA): Led Post-Incident Reviews (PIRs) to investigate deep-level code or logic failures, driving corrective actions that reduced repeat incidents and improved platform stability.
Impact Analysis: Utilized transaction data and analytics to quantify the scope of incidents, ensuring resources were prioritized effectively based on merchant impact and financial risk.
API & SDK Support: Provided expert-level support performing deep-dive investigations into persistent bugs, software issues, and API-adjacent service failures.
Terminal Logic: Demonstrated a strong grasp of how payments work across digital and terminal channels to resolve merchant transaction issues.
Documentation & Feedback: Analyzed incident data to provide feedback to engineers for product enhancements and feature launches.
Terminal & Payments Logic: Led technical bridges during high-impact outages affecting merchant transactions, demonstrating a strong grasp of how payments work across digital and terminal channels.
Documentation & Feedback: Analyzed incident data to provide feedback to engineers for product enhancements and feature launches, effectively documenting technical requirements.
Stakeholder Management: Served as the strategic liaison for global partners, translating complex technical issues into clear business updates.
Partner Training: Provided technical training and high-level support to global banking partners to ensure successful product implementation.

Project Analyst | FiServ July 2018 – March 2019

Process Improvement: Liaised with frontline staff and project teams to identify quality-of-life improvements and drive automation.
Collaborative Documentation: Provided expert procedural support during project meetings, focusing on reducing working time through better technical processes.
Operational Efficiency: Analyzed call volume drivers and agent workflows to identify bottlenecks, implementing process changes that reduced FTE requirements and minimized the need for overtime during peak periods.
Technical Project Management: Managed end-to-end technical projects for support infrastructure, including IVR routing optimization and telephony logic updates, ensuring customers reached the correct specialist on first try.
Cost Reduction: Led initiatives to reduce "bad volume" interactions (repeat calls/non-technical queries) by improving "on the call" questions designed to probe into any further issues directly resulting in operational cost savings.