CURRICULUM VITAE
Name:
Dale Rowe
Previous Position:
UAT Test Manager
Nationality:
British
Availability:
Immediate
Technical Skills
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MS VSS, Wise Installer Pro Scripting
Crystal Reports 8-9, Business Objects
MS Access 2.0, 7, 97, 2000, 2003
SQL Server 7, 2000, 2003, 2005, DTS
Oracle RDB 7.0/9.0/10i
ODBC, MSDE
MS Office Applications 9*-2007
Windows 95,98,2000,NT,XP, Vista, 7
Hydra, ACT, Sharepoint, MS Project
TOAD, SQL Queries
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HP Openview, IE, Visual Studio, .NET
ADO, RDO, DAO
Languages
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ANSII ‘C’, Mumps, Wastra, Astra
Visual Basic - DOS,3,4,5,6 (SP 5)
Excel VBA macros, VB Script, TSL
SQL, Pascal, Sculptor
Other
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BC, CRB, SD, SC Cleared (Police, MoD,
FCO, Met Police)
HND Computing
Test Tools
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Rational ClearQuest, ClearCase, Test Manager,
Robot, T-Plan, iTools, HP (Mercury) Quality
Center 9.2/9.5, QTP 9.5/10, LoadRunner,
Tricentis TOSCA
Testing Skills
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BAT, SIT, SAT, UAT, OAT, FAT, Web, Manual,
Automated, Scripting, Unit, Integration,
System, Regression, Data Validation,
Migration, VV&T, Agile, Performance, Load,
Scalability.
ISTQB (ISEB) Foundation
Management Skills
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Defect Management
Development Lifecycle
Planning, Man Management, PPR’s
Complete Testing Lifecycle, End To End
Installation and Training
Report Writing
Change Management
Configuration Management
Test Models: V-model, Waterfall, Spiral, Agile
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3rd Party Supplier Management
Profile Summary:
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Highly experienced Test Manager with 10 years dedicated Test Management and QA
experience and over 25 years within the IT industry.
Extensive track record of delivering large and small projects, with multi-million pound budgets.
Significant experience with both small and large, Public and Private Sector employers.
Skilled in dealing with key stakeholders and building strong relationships across teams.
Skilled in implementing and applying testing best practice, and test regimes in Greenfield sites.
Fully conversant with applying various test techniques and methods across the full testing
lifecycle, utilising a deep and broad technical level of understanding.
Widely experienced Analyst Developer for 17 years utilising various development languages.
Multi-skilled including software development, change management, system installation, training
and user support.
Personal Details
Driving License : Full Clean UK
Location
E-mail
Contact No. : 07703057591
: dale_rowe_1@hotmail.com
: Immingham, NE Lincs
Career History
Capita
July 2011 – August 2011 (4 Week Contract)
Position
UAT Test Manager
This role was a short term contract to define and deliver the UAT test phase of an ongoing AMDOCS CRM Tools
and Automation Project for Capita.
Responsibilities
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Advise on best practice test processes and methodologies and implement as appropriate.
Manage the Test process for the Amdocs Smart Client Change Module, including;
Develop comprehensive UAT Test Plan.
Ensure a structure process is implemented, defined and followed.
Maintain a current test and remediation plan and future test requirements.
Promote efficient and high quality test execution.
Ensure efficient and prioritised fault tracking and remediation.
Managing test resources and efficient testing against tight time, quality constraints.
Monitor and report on progress.
Engaging the service delivery organisations in the test process, including:
Ensure that all the service delivery organisations undertake adequate levels of UAT to ensure they will be able to
successfully adopt the new system.
Assist service delivery organisations in defining use cases, test scripts and successfully executing appropriate
testing.
Managing test logistics and resources to facilitate the test process, i.e. ensuring the correct test facilities are
available and ensuring that appropriate resources are provided in accordance with the test plan.
Define Defect Management process
WM Morrisons Plc
March 2011 – May 2011 (Contract)
Position
Peoplesoft Test Manager
Morrisons are undertaking the second phase of the Horizon project which is introducing some new and further
development of existing Peoplesoft functionality within the HR and GP areas.
This role encompassed managing all test stages including Component, Integration, System through to UAT and
Regression, together with supplying management assistance and reporting within the specialist areas of
Performance, Infrastructure and Pen testing in line with Morrisons QA standards and procedures.
Together with planning and high level management there were also “hands-on” elements with the script
development approach and formatting.
Responsibilities
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Develop and produce all Test Stage Plans including the Master Test Plan in line with internal QA auditing standards
and procedures.
Define testing phase scope and approach.
Define Test Tool structure (HP Quality Center) for requirement and script utilisation.
Configure and manage requirements, scripts and results for upload into the Test Tool.
Define Defect Management process.
Liaise with business users for collating UAT scenario scope and coverage.
Management of Test Analysts.
Regular reporting in line with internal QA standards and practices.
Work closely with functional and technical leads for testing phase scope definitions and coverage.
Define, develop and manage scripting best practice (dynamic scripting).
Test Planning, scheduling and resource.
Define and implement consolidated scenario test phase coverage matrix, in line with best practice.
Assist TA’s with scenario definitions in alignment with test phases for complete testing scope and coverage.
Career History (Continued…)
UNITEC
November 2010 – March 2011 (Contract)
Position
Peoplesoft Programme Test Manager
Unitec are New Zealand’s largest college/university and have recently undertaken a large scale upgrade and
implementation of Peoplesoft modules across the entire organisation. This includes Campus, Financials and HR
with GP and associated 7.x to 9.x data migration and validation. This role encompasses both internal “hands-on”
attributes and high level management including liaison with Oracle technical leads and off-shore test teams.
Responsibilities
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Define and implement the Test Strategy for the overall Peoplesoft Programme implementation.
Identify individual stream test types required, covering Unit/Component, SAT, System, SIT, UAT.
Define Test Plans required for each of the 5 module test streams.
Training Business Users on test script creation.
Identify and implement a Test Management Tool.
Define and implement a test environment and with test, tester schedules.
Define Defect Management and Change/Release processes.
NEW ZEALAND CONSULTANCY ROLES
THE TESTING CONSULTANCY
August 2010 – November 2010
Assignment:
Tegel – Define and implement company wide Test Strategy across multiple project
streams, such as GST changes, ERP replacement (Movex - Mtech) and upgrade. Plan and
implement all testwork requirements into a Greenfield site, utilising best practice,
appropriate methodologies, processes and tools within a .net development environment.
ASSURITY
April 2010 – August 2010
Assignment:
Southern Cross – Manage and implement where appropriate automation testing best
practice and techniques, including analysis and “hands-on” development of Mercury / HP
QTP 10 test scripts for PowerBuilder 8 application migration to PowerBuilder 11. Script
execution, logging issues and defect management using Quality Center.
METROPOLITAN POLICE
July 2009 – March 2010
Position
IT / UAT Test Manager
The MetTime 2 project is potentially one of the biggest changes to the working practices across the Met and
involves a new resource management application (CARM v3.26b) to control and manage almost all MPS resource
related issues (94,000 User Base) across the entire London Metropolitan area.
Responsibilities:
 Review and Quality Assure all outsourced 3rd party functional and non-functional testing (Unisys, Cap Gemini,
Concorde). Risk analysis, impact assessment and test model implementation.
 Define the project UAT Test Strategy and Plan within the MPS in line with best practice and future proofing.
 Create internal testing documentation to exacting audit standards.
 Manage all testing aspects of the MetTime project. Create and manage a Test Traceability Matrix.
 Define, implement and utilise the Test Management Tools available (Quality Center, QTP, LoadRunner).
 Co-ordinate, facilitate and manage Performance testing with Unisys, CapGemini.
 Define test hardware, software and co-ordinate test environment requirement with outsourced hosts.
 Windows XP, 2000 clients, Sun Sparc M5220, M4000, M5000 servers utilising ORACLE 10i, SQL Server databases
and HP DL380 application servers. Define internal and external defect management process.
 Liaise with internal departments and external suppliers on Change Management issues.
 Liaise with Business SME’s, BA,s, Trainers, Support to define test scope against Business Rules / FR’s.
 Co-ordinate with MPS internal test environment department for testware, accessibility.
 Identify, plan, manage and schedule testing resource. Produce reports and metrics for senior managers.
 Training and transfer of knowledge for ‘in-house’ permanent employees.
 Chair test checkpoint meetings with suppliers and key stakeholders.
 Manage the creation and assist in guidelines for a ‘model-office’.
 ‘Hands On’ development of manual, automated and performance test scripts where necessary.
 Utilisation of MS applications to assist the testing processes (Excel VBA).
Career History (Continued…)
PROVIDENT INSURANCE
Mar 2009 – May 2009
Position
Integration / UAT Test Manager
The EUC project objective is to deploy a new company wide GMAC desktop across the Provident and associated
companies. To ensure the desktop rollout is impact free it is my responsibility to define the scope and type of
testing required for successful integration and business / user acceptance of all applications across these
companies, within a high pressure environment and to very tight deadlines.
Responsibilities:
 Research and identify applications for test from a list of over 3000 company wide applications, this includes
bespoke, COTS and shrink wrap applications across a multitude of software/hardware technologies.
 Identify application co-dependencies and inter dependencies at both low and high levels.
 Create test plan and approach, risk impact and assessment.
 Identify and liaise with SME’s and business to produce test scripts.
 Utilise Quality Center as the Test Management Tool.
 Define application Smoke / System Test, BAT/ UAT cycles and schedules with off-shore build team.
 Liaise and co-ordinate with off-shore test environment resource (USA - EDS).
 Identify, review and implement tools necessary to assist in the test management.
 Develop and execute test scripts with Business Users and record results.
 Define and implement a defect management model for defects raised through to successful conclusion.
 Test driven RAD type approach to environment configuration management and SMS application deployment.
 Identify, liaise and schedule any business test resource. Process definition and management.
 Organise and participate in local and remote conference meetings. Provide MI reports on request.
VAULTEX (UK) LTD
Apr 2008 – Mar 2009 (Extended)
Position
Test Manager
Vaultex are a relatively newly founded company partly owned by Barclays and HSBC. The company’s role is to
manage the cash centres which process money on behalf of the banks and other customers, including the Bank of
England; this was previously managed by Loomis.
Responsibilities:
 Define the project Test Approach and Plan for the validation of the Cash Centre System application which
manages all cash transactions through the cash processing lifecycle.
 “Greenfield Site” - Develop the test arena from the ground up across the full testing lifecycle.
 Produce full lifecycle Test Plans and define testing “best practice”.
 Identify, implement and manage a Test Management Tool (Quality Center, QTP).
 Assist in the development of the SDLC and Test/QA integration for company wide coverage including future
proofing.
 Investigate business processes against application best practice and fit for purpose.
 Impact analysis and risk assessment.
 Evaluate and Implement appropriate models to best fit the project requirement (V-model, Agile).
 Future proofing assessment for all Test/QA implementations being carried out.
 “Hands-on” testing, developing and execution of manual and automated scripts where needed.
 Data validation against business processes using SQL scripts (SQL Server 2005).
 Developing Excel macros using VBA to assist testing processes.
 Define, implement automation solution and create QTP VB scripts for current and future regression testing.
 Test environment management and configuration.
 Manage testers work throughout test plan development and test execution to ensure testing is on time and to
budget.
 Ensure standards, guidelines and testing methodologies are followed as defined in the test approach.
 Test Reviews and reporting to relevant management.
 Participate in quality management reviews as outlined in Verification and Validation.
 Liaise with 3rd Party Suppliers and Developers.
 Manage and mentor permanent test staff, transfer of knowledge.
Career History (Continued…)
UNILEVER
Jan 2008 – Feb 2008 (Project Shelved)
Position
Test Manager
Responsibilities:
 Define company Kyoto project Test Strategy and Approach for 100,000 world-wide user Sharepoint
collaboration portal (MOSS).
 Produce full lifecycle Test Plans and define testing “best practice”.
 Evaluate and Implement appropriate models to best fit the business requirement (V-model, Agile, RAD).
 Input and integrate the testing lifecycle into the newly developed SDLC.
 Provide input to overall project plan regarding all testing aspects.
 Define, implement and manage the on-shore, off-shore Test Team across the UK and Europe.
 Evaluate all testing across work streams and QA any outsourced testing (SLA’s), eg. Satyam, Microsoft, Wintel.
 Introduce, implement and manage Test Management tool (HP Mercury Quality Center).
 Liaise with Business / Work streams in order to ensure overall project objectives and timelines can be met.
 Provide support and work with multiple work streams on required testing and documentation across the full
testing lifecycle.
 Test Preparation and Execution record.
 Identify and action all testware, resource and training requirements.
 Status reporting of Test Team progress and reviews to Stakeholders and Management Board.
 Ensure all of the team work is carried out and documented in accordance with required standards, methods
and procedures to ensure information retention, future requirement and re-use.
 Work within high pressure environment and to tight deadlines.
 Where possible adhere to defined and recommended standards including ISTQB, Microsoft & IEEE829.
 Achieved all major objectives covered above despite a severe time constraint.
SOUTHERN CROSS HEALTHCARE (NEW ZEALAND)
Jun 2007 – Sep 2007 (Returned to UK)
Position
Test Manager
Responsibilities:
 Develop best practice Test Plans and Approaches for multiple workstreams including project, application or
software release based around the New Zealand Healthcare Insurance industry.
 Design efficient test solutions that balance comprehensive test coverage against time, resource, budget and
quality constraints.
 Manage large scale projects across multiple vendors and 3rd parties, define gateway and milestone acceptance
deliverables and handover processes.
 Co-ordinate the design and development, preparation and deliverables prior to test execution; Test
Requirements, Test Approach, Test Schedules, Test Scenarios and Test Data Beds.
 Co-ordinate and manage the test execution phases of a software release, ensuring that incidents, test
coverage and defects are captured accurately using functional and non functional types.
 Administer and configure test management tool (T-Plan) including hands-on testing, analysis and design,
implementation and execution of scripts.
 Provide regular and accurate test status reporting through periods of test execution, compile and present
reporting metrics to senior management.
 Ensure that test equipment, environments and software release mechanisms are specified and scheduled.
 Perform integration testing and regression testing, utilizing automation and development of scripts where
possible.
 Define, schedule and control maintenance testing including creation of regression packs and libraries.
 Work closely with Release and Change Manager for preparation and configuration of outsourced test
environments.
 Work with the Release & Change Manager and the wider test team to develop best test practice, tools and
techniques.
 Ensure the Test Strategy and infrastructure aligns to the Southern Cross business, IS and application
strategies.
 Integrate and develop the software test and release mechanism within a wider Quality Assurance programme
across the whole of the SDLC.
 Manage and mentor permanent, contracting staff.
Career History (Continued…)
HEWLETT PACKARD (FOREIGN & COMMONWEALTH OFFICE)
Jun 2006 – Feb 2007 (Extended)
Position
Senior Tester
Responsibilities:
Functional and System Integration testing of COTS and bespoke applications used across all the Foreign & Commonwealth
posts to ensure they deploy and run on the 3rd generation infrastructure, consisting of the XP Operating System, new
Desktop and 2003 Server migration from NT. Varying application technologies were being utilised from MS Access to HP
Openview, where development of manual test scripts using Rational Test Manager and automated scripts utilising Rational
Robot were implemented. Planning test schedules, troubleshooting, problem solving and reporting and defect
management using Rational ClearQuest. Project management tools included MS Project and Sharepoint for managing
requirements, deliverables and timelines.
EBUYER
Apr 2006 – June 2006 (Temp)
Position
Test Team Lead
Responsibilities:
Due to rapid growth of this e-commerce company all existing web based systems are being re-written together with new
on-going projects requiring a formal QA/Test process and strategy to be implemented as none existed. This includes
identifying, mapping and implementing procedures and processes for all aspects of the Project lifecycle following the Vmodel structure combined with the integration of VV&T.
Other tasks include creating test scripts from technical and business specs, implementation of version and change control,
defect management, staff and resource management, report writing, work scheduling and planning, environment control,
reviewing business procedures, risk analysis.
NORFOLK POLICE HQ Jan 2006 – Mar 2006 (Contract)
Position
Software/Data Tester
Responsibilities:
Plan, develop and implement testing strategy for the police National Management Information System, STORM (Oracle
Database) to NMIS (Oracle database). Site Acceptance Testing and liaison with 3rd party Datastage Data Extraction
software (ETL), develop SQL queries using TOAD for data reconciliation, data validation against business rules, re-test and
regression testing. Test metrics report writing for progress reports and risk management including strategy planning.
Phase II regression testing from previous year.
DEFENCE ESTATES (MOD)
Mar 2005 – Jan 2006 (Contract - Extended)
Position
Test Manager
Responsibilities:
Oversee and organise the corporate applications and database testing covering a major project in conjunction with Defence
Estates to replace 1100 obsolete PCs and Laptops across the UK and Europe. This included:
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Upgrading client stations from NT4.0 to XP service Pack2 within the Defence Estates organisation.
‘Hands-on’ testing and development of test scripts.
Manage local and remote Business Acceptance testing on live and test systems across UK sites
Coordination of on-shore and off-shore testing
Risk assessment work surrounding non-compatible applications and databases.
Developing an archive solution for the numerous obsolete MS Access 97 databases that will be deleted from the
working area following the upgrade.
Implementation of defect management process.
Change and configuration management.
Technologies included:
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Oracle, MS Access, SQL Server, GIS
MS Office Applications, Web Based Applications, Bespoke Applications, UNIX Based Applications
Career History (Continued…)
NORFOLK POLICE HQ
Feb 2005 – Mar 2005 (1 Month Contract)
LINCOLNSHIRE POLICE HQ
Jul 2004 – Jan 2005 (3 Month Contract - Extended)
Position:
Software/Data Tester
Responsibilities:
Plan, develop and implement testing strategy for the police National Management Information System, 3rd party liaison for
Site Acceptance Testing of Northgate extract software (ETL) and data transfer validation from OASIS (UNIX Reality
Database) or STORM (Oracle Database) to NMIS (Oracle database). Develop SQL queries using TOAD for data reporting
and validation, data extraction from Reality Database using English statements. Report writing for management progress
and strategy planning including risk analysis. Some small bespoke application development using VB6, combined with
designing and implementing business processes. Data migration validation using Business Objects.
GRIMSBY COLLEGE
Feb 2004 – June 2004 (Term End)
Position:
Part Time Teacher
Responsibilities:
Teaching of various ICT modules (eg. Advanced Programming, Networking And Communications) to mature students and
teenagers, together with marking of assignments in line with national guidelines and examination bodies, including the
drawing up of work schedules and lesson plans. This also included developing and teaching of a community course.
SMART APPROACH PLC
Jun 2002 – Dec 2003
Position:
QA Manager, Test Co-Ordinator, Senior Installer/Trainer
Responsibilities:
This role incorporated managing many different areas including ensuring that the companies CBT software product was
tested, packaged and installed on-site to the creation and implementation of a QA regime to assure the companies product
following formal methodologies (V-model) . Customer security and internal/external technical staff training mainly within
the Aviation and Maritime security industry on the software together with all levels of support to the appropriate SLA’s in
place. Testing staff supervision and scheduling including creating test scripts.
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Develop, support and maintain and document QA control environment, planning of resources.
Define testing best practice and acceptance criteria for software release into QA control.
Define testing procedures and scripts against specifications.
Introduce software testing stages and pass criteria levels following Waterfall model, V-Model.
Unit, Integration, Regression, System Testing. Assess future software/hardware requirements.
Investigate and implement software for recording bugs, version control etc. (ClearQuest, ClearCase).
Co-ordinate between all departments to collate system software for QA and version release.
Explore and write small bespoke programs for internal use using VB6 (eg. File comparison utility).
Implement measurable procedures and write, prepare statistical and performance reports.
Organise, manage and plan testing staff schedule and training.
Plan, prepare and document software installation requirements and procedures.
Manage build and release of CBT software for installation. Write software test scripts and plan release schedule.
Full testing of Software Implementation including creating test scripts.
Customer liaison and decision making during full installation and training of staff in line with SLA’s.
Worldwide travel ranging from America and Europe to the Far East.
Develop, implement and document methods for software testing and preparation prior to installs.
Write and implement QA documentation for customer Sign-Off.
Develop new and maintain CBT software installation program scripts using Wise Installer Pro.
Document all training and installation procedures up to QA standards.
Research alternate media storage solutions and new technologies.
Career History (Continued…)
VIXSOFT SYSTEMS
Mar 2002 – Jun 2002 (Temp Contract)
Position:
Software Analyst/Developer
Responsibilities:
Project lifecycle management and development of HM Customs application using Sculptor and VB6:
 Document changes and modify existing documentation to conform with QA standards.
 Maintain, modify and support existing system. General customer support issues.
 Liase with clients at all levels on software design/development and support issues.
 Provide customer support on new coding implementations.
DEFINITIVE BUSINESS SOLUTIONS LTD
Aug 2001 – Jan 2002 (Contract)
Position:
Senior Software Developer
Responsibilities:
Project lifecycle management and development of bespoke applications for clients using VB6,ADO,DAO:
 Liase with clients at all levels on software design/development and support issues.
 Assess customer requirements and present solutions. Research new methods for application requirements.
 Stock System application using VB interface with Sage database, Access and SQL Server conversion.
 Incorporate reports into applications using Crystal Reports (8). Maintain, modify and support systems.
 Full application testing including User Acceptance Testing and implementation.
 Site visits for hardware/software installations and configurations.
SPEEDFRAME PVCU WINDOWS LTD
Oct 2000 – Jul 2001
Position:
Software Engineer
Responsibilities:
Project lifecycle management of new and existing ‘In-House’ and distributable applications for the PVCu manufacturing
industry:
 Liase with foreign client on software design and development issues, including foreign travel.
 Develop new and existing applications using VB6. Incorporate reports into applications using Active Reports.
 Develop product tracking application with machine automation.
 Convert ordering system application database from Access to SQL Server.
 Connection to SQL Server database with a stand-alone application using MSDE connection.
 Test and support the above applications. Research new methods for application requirements.
 Write test documentation. Maintain and support systems in the IT Managers absence.
REXAM GLASS BARNSLEY LTD
Aug 1998 – Oct 2000
Position:
Senior Analyst Programmer
Responsibilities:
Management of requirements for production related systems, maintaining existing, development of new modules:
 Writing new and developing existing ‘C’ and DCL modules on VMS.
 Project management and development for stand alone requirements using VB.
 EAN128 barcoding requirements. Participation in interviews to attain interviewees technical knowledge.
 Supporting user hardware/software issues. Analysis and documentation of proposed requirements.
 Manage all production related issues in the Manager’s absence.
 Extract and update production data from Oracle 7 database for managers and directors.
 Maintaining backups on various servers. Liaise with shop floor managers, supervisors and labourers.
 Hardware trouble shooting including Dec servers, network, Pyramid Integrator, Printers etc.
Career History (Continued…)
Q-TRON (UK) LTD
Aug 1997 – Aug 1998
Position:
Lead Analyst Programmer
Responsibilities:
Manage all areas of project lifecycle with the development of add-ons to the company EPOS system using VB with Access
and ODBC:
 Specification and analysis of requirements. Write applications using VB for ODBC into Sage database.
 Coding and testing of modules using VB4 16/32 bit, VB for DOS and BHT Basic.
 Managing user issues when Beta testing software. Maintain and distribute software using version control.
 Technical Author and management of user guides. Programming of BHT’s using BHT Basic language.
Projects included:
 ‘In House’ customer, hardware, application (version control) networked database.
 First electronic cheque guarantee application for Transax, Equifax. Itemised label and barcode printing program.
 Data capture program on BHT and up/downloading onto PC into Sage Stocktaking.
BUSINESS SYSTEMS MAPPING LTD
Mar 1997 – Aug 1997 (Contract)
Position:
Analyst Programmer
Responsibilities:
Analysis, Design and coding of a Database for customers and customer issues on the company application QMAP software,
linking it to maintenance and version control:
 Specification and analysis of requirements. Coding and testing of modules using VB4 32 bit.
 Report generating using Crystal Reports. Maintenance of Access database. Dealing with customer calls.
MAP
Jul 1996 – Mar 1997
Position:
Analyst Programmer (Contract)
Responsibilities:
Convert Quick Basic payroll system into Windows based application using VB3, and writing small bespoke applications to
deadlines:
 Migration of DOS application to the Windows environment.
 Testing of all modules to exact Tax regulations. Develop small DOS and VB programs to customer requirements.
CTS
Mar 1996 – Jul 1996 (Temp Contract)
Position:
Programmer
Responsibilities:
Coding of MoD software for simulators using WASTRA for Windows, Astra for DOS, and testing to strict regulations:
 Coding from MoD specs including 747, Tornado simulators and safety CBT systems.
 Testing of all modules to strict MoD regulations.
EMIS (ETS)
Feb 1995 – Jan 1996
Position:
Software / Hardware Support – Helpdesk Supervisor (ETS)
Responsibilities:
Diagnose software and hardware problems for GP clinical software application using MUMPS, and data downloading to
FHSA. Provide 1st and 2nd level helpdesk support to all customer levels and develop helpdesk protocol software, including
training and supervision of new helpdesk staff:
 Deal with live calls from customers. Diagnose problem quickly and take appropriate action.
 Amend customer software errors remotely via modem connection.
 Organise engineer site visit for hardware related problems. Update helpdesk software protocols for fault diagnosis.
 High-pressure environment dealing with over 1500 sites UK wide. Prioritise and elevation of customer problems.
Education
1986 – 1987
1991 – 1994
2003 – 2004
Qualifications
Gainsborough ITeC
University of Huddersfield
Grimsby College
Relevant Courses
1998
1998
2000
2003
2004
2007
2007
2010
4 x C.S.E
2 x O’ Level
HND
(Maths, Computing)
Comms (Merit), Interfacing (Distinction),
Program Design Methods (Merit),
Systems Design (Merit),
Systems Implementation User Support (Merit)
ANSII C – Learning Tree International
DCL – Global Knowledge Network
Health & Safety – Manchester College
City & Guilds 7407 (Part I) Teacher Training – Grimsby College
City & Guild IT Users Certificate (Level 1) – Distinction
Managing the Testing Process (Software Education – Otaga University)
ISTQB Testing Foundation (Software Education – Otaga University)
Tricentis TOSCA Foundation