Curriculum Vitae / Portfolio

My Curriculum Vitae can be downloaded here in Word and in PDF Format.

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I am a Senior Web Developer specialising in Coldfusion 5, 6, 7 and 8. I am employed by Outsourcery Ltd (formerly Genesis Communications) as a Senior Coldfusion Developer responsible for their external website, and back end applications.

My key skills are:

• Coldfusion
• (X)HTML
• CSS
• JavaScript (including jQuery, Prototype frameworks)
• XML
• SQL (Oracle, MySQL 4/5 and MS SQL Server 2005)
• AJAX
• .Net
• Flex

Capital One (2000-2008):

My corporate experience started at Capital One where I spent eight years, seven of which were spent in the Multimedia department. The first two years in the Multimedia department included Technical Writing knowledge base articles to ensure their consistency with Plain Engligh guidelines. Within two years I was promoted to a Senior Multimedia Specialist. Responsible for managing their online Knowledge Base (Helpfiles) based on their Intranet, built using Coldfusion. This also included creating dynamic applications for managing the creation and updating of new knowledge base articles (Workflow application), and applications for users such as calculators to aid call centre employees and to ensure consistent and accurate information was being delivered to customers.

During the time when the Multimedia team was part of the Training Team, using the knowledge I gained from my CIPD Certificate in Training, I was responsible for introducing web based training accessed via the knowledge base application. This saved the business money from having to create full CBT’s for small system changes and in time has fully replaced the need for System training to be delivered by CBT and any system changes are trained via Helpfiles.

Through the quality of the work produced in the Multimedia team and the extra functionality now being delivered within the knowledge base applications, other departments within the business were interested in developing applications to assist in process improvement and cost reduction. This included the call centre complaints department asking to create an application that could store callback requests to unhappy customers and complaint calls, so that complaint causes could be analysed and reports provided to upper tier management.

Once the complaints handling database was successfully rolled out to the department, the main core complaints department asked to reproduce the call centre database so that it could be used for working complaints sent in via letter or email. Reports can be created which provide monthly updates to upper tier management and also regulators including the Financial Services Authority (FSA).

My final year at Capital One, was filled managing the team through a multi-million pound/company wide project to update the majority of the businesses systems including their main account system. This included massive training to all call centre employees and the rewriting of all knowledge base articles with new and updated processes. All this to be provided using Helpfiles. Over 8000 knowledge base articles were reviewed and approximately 4000 were required to be altered.

Recruiting and training secondees into the team, having to train Technical Writing skills and system skills in using applications such as Dreamweaver were just a number of tasks that were required. Others included liaising very closely with the Business Acceptance Testing Team who were responsible for providing process changes and then testing them once they were available on the Helpfiles. One of the main reasons for the success of the work completed by the Helpfiles team was the cross departmental relationship that I setup between the Helpfiles and the Businesss Acceptance Testing Team.

Other tasks were to create brand new functionality on the team’s workflow application built in Coldfusion to allow for the test team to log and access article changes and to produce weekly reports to Project Managers on turnaround times and resource planning.

The project in the whole company took over 18 months, but where it impacted the Helpfiles department, it lasted in total just over nine months and the Helpfiles were successfully ready for go-live date, which was essential to support call centre employees in using the new system.

I left Capital One in April 2008 to further my knowledge in Coldfusion and to gain experience and knowledge of working within an IT company. I leave Capital One in the knowledge that I have contributed massively in introducing cost reducing and process improving applications that support the employees in supporting their customers. I leave after my greatest success in guiding the department through the biggest project that has ever been undertaken at Capital One.

I have fond memories of my time at Capital One and enormous respect for everybody I worked with whilst I was there.

Outsourcery (formerly Genesis Communications) (2008-Present):

I moved to Genesis Communications in April 2008, which has since been rebranded as Outsourcery Ltd. Outsourcery is a Microsoft Gold Partner.

I was soon responsible in creating new product pages for their external website, including a number of new Microsoft products. Having demonstrated my skills in front end development, I was soon asked to build a new support centre, including using my experience and skills in knowledge based applications, and have recently introduced a basic knowledge base page on the Genesis Communications website. The content for this page is all managed by the Support Team who can access, update and add new content via the websites back end applications.

Other tasks that I have worked on include creating a new Support Ticket centre, after liaising with the Support and Test teams to ensure their recommendations were built in. Most recently is the addition of new payment methods and timeframes into the website shopping cart functionality.

At the same time I am in constant contact with the third party SEO experts in ensuring the companies web presence is reflected positively in the major search engines. Since my work with the SEO company, the Genesis website has risen to the top ten in all the major keywords that the SEO company are concentrating on and in some cases, the site sits at the number one spot.

One of the major projects in late 2008 was to revise and refresh the Genesis Communications website. This created a more understanding view of what the company provided and allowed more product information to become available and dynamically controlled. This was available at www.genesis.co.uk until July 2009.

Since then, I have been working on integrating and tracking marketing leads into the companies CRM application and integrating a new online credit card processing functionality, along with many new content pages.

In 2009 the company has expanded and acquired a number of other company’s to become one of the UK’s largest Hosted IT Service providers and telecommunications provider. Outsourcery is a Microsoft Gold Partner and is a trusted partner of BlackBerry, Vodafone and o2. The company has completed a full corporate rebranding to take into account the new acquisitions and to support the exciting vision and direction the company is taking. This has required a complete new website build which I held a major role in implementing. This was completed and launched on July 8, 2009 and an be viewed at www.outsourcery.co.uk.