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Martin Wood |
Mobile: on request Email: martin@dasos.com Web: www.dasos.com
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Profile |
Martin’s academic and professional experience enables him to provide excellent technical consultation in a service environment. A first class Computer Science degree gives him a thorough understanding of the concepts of the industry. This theoretical knowledge is backed up by over five years of valuable commercial experience in a wide range of industries. He develops great relationships with the client, being able to distil complex technical ideas, limitations and solutions in an open and productive environment in order to satisfy real business needs. Martin displays good direction and encouragement in lead roles, working well with team members, and excels in high-pressure environments. |
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Technology skill set |
Web technologiesJavaScript – 6 years; XHTML – 5 years; SQL – 5 years; PHP – 5 years; XML/SOAP – 2 years; other AJAX technologies – 2 years Object-orientated and functional languagesJava – 3 years; Python – 2 years; Prolog – 1 year Operating System experienceWindows XP/2000/2000 Server – 6 years; GNU/Linux – 5 years |
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Career History
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Senior Implementation Consultant Service-now.com August 2009 – present Responsible for the successful implementation of the Service-now.com ITSM SaaS solution for a variety of clients, ranging from Severn Trent Water to Deutsche Bank. Initially assigned as dedicated resource for NYSE Euronext, where several local bespoke Remedy solutions were replaced with a single global system built on Service-now.com technology. Introduced improved incident, problem and change processes, and specified asset system. Implemented custom tools to solve business needs. Achievements include the 'immensely successful' replacement of the incident and problem systems for several thousand users from conception to launch in only 5 months, and the re-imagination of a complex change system that controls the stock exchanges in more than 3 countries. Inspired confidence through professionalism and technical ability, helped to lead process owners through developing requirements and fleshing out specifications. Undertook knowledge transfer to dedicated NYSE resources, documented and trained all parts of the business, and advised on ITIL and technical best practise.
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Technical achievements include heavily customised base system to meet the demanding expectation through extensive JavaScript, both server and client side. Led the integration of OpenView, SQL Reporting Server, SMARTS, Voyence and MobileView through SOAP Web Services. Met demanding security requirements, extending tool capabilities and providing extensive business reporting. Developed numerous classes and frameworks to ease future customisations. Lead Technical Developer Crown Prosecution Service (Logica) May 2008 – August 2009 Responsible for architecting and implementing a complex and bespoke change management system. Building on the Service-now.com ITIL SaaS framework, the system was heavily customised to fit exacting needs. Analysed a mixture of loose specifications and precise requirements to realise a consistent, intuitive, user-friendly UI for a system visible to 9000 non-technical users. System is able to receive change requests, process orders of services and products and manage contractual alterations between three organisations. Built the business logic to process, assign and manage work. Prioritised enhancements and fixes, and developed solutions to business problems, while suggesting changes to the existing procedures. Presented solutions to clients at various levels of development, and fed responses back. Ensured security restrictions were maintained. Led a small team throughout the implementation in RAD-style environment. Was highly responsive and flexible by accepting new requirements, feeding-back impact and effort. Analysed and reviewed team member’s solutions. Directed effort, and suggested solutions to problems. Solution built on the Service-now.com ITIL framework, though with significant modification. Extensive JavaScript was employed to manipulate the database and results both server and client-side. Security and Infrastructure Engineer Paradigm Services (Logica) Apr 2007 – May 2008 NOTE: Project details subject to RESTRICTED or SECRET clearance. Developed, configured and maintained the security and network infrastructure for a high profile client. Analysed faults and created solutions, working from the wire up to clustering high-performance servers. Successes include introducing VLANs and designed and built a GUI archiving system. Advised on Solaris and Linux technicalities. Created formal technical documentation. Needed to be highly flexible, discrete and provide a wide range of skills to a demanding client. Worked at SC security clearance. |
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Telephony Technical Architect SSC Contact Centre (Logica) March 2007 Evaluated, short listed and advised on suppliers for a contact centre deployment. Matched customer requirements to technical specifications. Recommended and assessed leading solutions. Produced requirements matrix. Stepped in a short notice to provide analysis of solutions and suppliers. Worked within a tight schedule. Showed flexibility and awareness of providers and market place. Technical Analyst and Architect Wireless Enterprise Solutions (Logica) Feb 2007 – Apr 2007 Designed, configured and installed high-end wireless networking solutions. Analysed the entire model, configuring and debugging from the physical network to the application layer, producing proof-of-concept value-added services using LAMP and location aware technologies. Integrated with Microsoft Active Directory, Exchange and Live Communication Server, including VoIP/SIP with an IP-PBX. Developed a wireless multicast video streaming solution. Helped storyboard scenarios. Researched and evaluated potential suppliers. Liaised with clients and vendors in a pre-sales architectural role. Gave expert technical advice and consideration to team members. Needed to quickly absorb product and market knowledge. Provided key alternate implementation viewpoint. Proved flexible and dedicated in constantly changing conditions. Gave excellent results in tight deadlines. Worked with many technologies, including Red Hat Enterprise Linux, PHP, Windows Server 2003 Enterprise, Java EE, VLC and more.
Contact Centre Service Delivery Specialist Hutchison 3G/Ericsson Services Jan 2005 – Feb 2007 Provided end-level business critical support for a large mobile network. Worked in a small team on client site, supporting a major contact centre located in Glasgow and Mumbai. Was the technical expert for a number of different applications, including Aspect ACD, IVR, diallers, and related infrastructure. Needed to restore service quickly and efficiently during MSOs, and provide critical feedback and service improvements. Presented responses and RCA to company directors. Constantly liaised with other support teams and vendors. Provided 24/7 support in addition to implementing change requests. Trained and advised other support teams and problem specialists. Needed to provide excellent professional awareness of many technologies, including VoIP, Unix, databases, telephony and many vendor specific products. Gave excellent support in a highly pressurised environment. Demonstrated professionalism and dedication to the client’s needs. |
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Service Desk Analyst DSG Ltd Aug 2004 – Oct 2004 Contracted for a major high street retailer, providing first and second line support of the entire IT infrastructure. Supported multiple architectures through a challenging transition period. First call resolution for a wide variety of applications, including propriety products. Liaised with specialist technical areas. Needed to work with minimal supervision and training, keeping within strict SLAs. |
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Academic History |
BSc (Honours) Computer Science (First Class)University of Birmingham Sept 2001 – June 2004 Developed a substantial knowledge underpinning the fundamentals of Computer Science. Studied a wide range of subjects, including AI, logic and business skills, as well as Java, computer networks and language processing. Developed a substantial final year project based around diverse communication networks. Utilised Java, XML, SOAP and other internet technologies. A Level and GCSEManshead School, Luton Sept 1996 – June 2001 Four A Levels: Maths, Physics, Chemistry and General Studies. Eleven GCSE: including six grade A and three grade A* |
Accreditations |
Emergency Ambulance Attendant with St John Ambulance Professional membership of BCS (MBCS) Security clearance Full clean driving license |