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Skills/CV

A copy of my current CV can be found here: 

https://dl.dropboxusercontent.com/u/52042612/Graham%20HorsmanCV.docx

 

Atlassian Products

  • Over the last four years I have deepend my expertise in the Atlassian product suit. JIRA, JIRA Agile and Confluence particularly though I'm also familiar to some extent with HipChat, Stash, Bamboo, Crowd, Service Desk, Fisheye.
  • I've worked on three separate projects to rollout a highly–customised instance of Jira company-wide. Including use of vertygoSLA, Exocet, JQLtricks and various other plugins and automation scripts.

Technical Support/Customer Services

  • Familiarity with ticket management and CMS systems including RT, NetSuite, Jira, Cerberus. Ticket management really is my thing, if you have an overflowing backlog of support requests that never seems to go down, I'm likely the guy who can fix that for you.
  • I have constantly provided a "can-do" proactive approach to support. It's a passion of mine not just to resolve issues but to improve the methods by which they are resolved. This includes process improvement, implementing knowledge bases and wikis, integrating and improving toolsets. When I'm not solving the issues themselves I'm making the experience for everyone better.
  • Excellent prioritisation and time management skills. I'll be able to keep the long term projects running along side the day-to-day business as usual aspects of a support role. I don't let single jobs bog me down.
  • 5 Years experience with large and small client account management. I provide solid customer focus along with a proven ability to take non-technical people through technical procedures in a clear manner.
  • I am comfortable with learning the intricacies of your bespoke platform quickly and providing efficient, clear support based on that knowledge.
  • I have written and maintained testing environments for a major PSP and well as tested, brought on board and supported several shopping platform modules including, Magento, Zencart, OpenCart, wp-ecommerce, Actinic and X-cart.
  • I have over 10 years of customer service experience in a variety of financial and technical environments.
  • I have a clear phone manner and excellent written skills. I am comfortable speaking in large or small groups and making any contributions clearly and directly.

Other Technical Skills

  • I've worked with Debian, Ubuntu, CentOS, Windows 95/XP/7, Windows server 2003, Cisco IOS
  • I've set up all the above operating systems and configured their mail, networking, file sharing, remote desktopping, personal firewalls etc
  • I have deployed environments using heria-based puppet and jenkins
  • I have installed and configured LAMP servers along with ISPconfig for personal projects.
  • As a result of the above I maintain a small "beer and pretzels" ISP for friends and projects I'm interested in
  • I have registered, created and maintained several domains including their mx, SPF and DNS configuration
  • I've performed system builds and burn testing
  • I've set up many SOHO routing environments and understand larger networking concepts such as DNS, DHCP, subnetting, VLAN's, NFS and samba
  • This site and others I have worked on use Drupal. I'm a keen enthusiast and learning all the time.

Don't-Quite-Fit-Anywhere-Else Skills

  • I am the Office and Communications Manager for the Cambridge CAMRA Summer Beer Festival Stewarding team. The job involves managing the Stewarding office and assiting the Chief and thier deputies in thier duties as well as managing every aspect of the communications set-up at the beer festival including those with the local authorities. This includes keeping a live radio log of all important traffic, keeping the audit of radios and equipment signed in and out, maintaining communication between teams and managing any incidents that occur. The job is often high-pressure and fast paced and requires a calm attitude to crisis. The number of Stewards can be between 12 and 30 depending on the time of the week and the total number of radios distributed between all staff around 80. The festival attracted ~43,000 customers in 2012 and is expected to grow. 
  • In 2012 I completed a 450 mile charity cycle from London to Edinburgh, raising money for the British Heart Foundation and Cancer Research detailed on my blog. I set-up and ran the JustGiving pages for the ride. It became the primary fundraising mechanism, as of the time of writing we had raised over £11000 through the site alone. The total stands at around £15000 including outside donations and gift-aid.