Phil Callan
Business Support, Training & Business Intelligence
Driving License
Stockport United Kingdom
Freelancer
Available
Currently seeking a new challenge in the field of Business Support, I'm a versatile professional with excellent IT skills and over 20 years experience of successfully delivering solutions. I'm enthusiastic and passionate about making improvements and problem solving, often through getting the best out of technology to improve lives and workplaces. I have a flexible, creative approach, strong analytic skills and attention to detail.
Over the course of my career I've had a number of different roles - business intelligence officer, SQL database administrator, application system administrator, trainer, business analyst, operations support officer, software tester, audio technician, event manager - and have a proven track record of picking up new skills and systems quickly.
An effective communicator and trainer, I have also delivered many training sessions in 1-2-1 and group environments, and have presented at all levels from national conferences and boardrooms, to customers and members of the public with very positive feedback. During my career I've taken responsibility for a number of business critical software roll-outs and User Acceptance Testing projects, all of which have yielded positive results.
Over the course of my career I've had a number of different roles - business intelligence officer, SQL database administrator, application system administrator, trainer, business analyst, operations support officer, software tester, audio technician, event manager - and have a proven track record of picking up new skills and systems quickly.
An effective communicator and trainer, I have also delivered many training sessions in 1-2-1 and group environments, and have presented at all levels from national conferences and boardrooms, to customers and members of the public with very positive feedback. During my career I've taken responsibility for a number of business critical software roll-outs and User Acceptance Testing projects, all of which have yielded positive results.
Freelance Audio Engineer
Self-Employed
Since September 2017
- Audio recording, engineering and production services for both private and corporate clients.
- Project management on several professional recording projects, from initial concept to release.
- Sound design for business and theatrical events.
- Live events management
Application Support Officer
London Borough of Hackney
August 2016
to July 2017
Full-time
London
United Kingdom
- Provided first and second line support for Housing systems for a major London Council, as well as system administration.
- Acted as project support for several projects, including as lead for the UAT of mobile working and app development.
- Provided analysis, troubleshooting, diagnosis and resolution of technical and systems problems in accordance with the Council’s ITIL based procedures.
Business Intelligence & Support Officer
Gloucester City Homes
April 2009
to June 2016
Full-time
Gloucester
United Kingdom
- Lead officer in the procurement, installation and management of multiple systems, including new IT helpdesk, GIS and stock control systems.
- SQL Server Management, query design and database administration, including providing scheduled data extracts to power the organisations reporting platforms.
- Actively took responsibility for all Business Intelligence systems, producing automated management information in a variety of formats, expanding the range of services available to the company and responding rapidly to business needs.
- System administrator and main user for Geographic Information Systems, providing critical project support through mapping and land registry reports.
- Key role in encouraging channel shift through developing mobile working solutions, online services and implementing and managing Mobile Device Management.
- Provision of First and Second line service desk support to a busy Housing Association
- Ability to react to changing business needs by leveraging existing systems and platforms to provide innovative solutions at little or no additional cost.
- Responsible for new staff induction training on multiple systems, including Microsoft Office and specialist housing products.
- Developed and delivered a number of successful presentations, workshops and training courses both internally and to external agencies and at industry conferences.
Business Support Officer
Shell Oil UK Ltd
2007
to 2009
Full-time
Manchester
United Kingdom
- Provided on-site technical support to a critical call centre of over 200 users.
- Analysis of complex issues, and the subsequent escalation and liaison with appropriate support teams
- Stakeholder management to strict SLAs.
- Development, testing and implementation of the Business Contingency Plan for a call centre of >200 staff.
- Analysis and documentation of business processes across multiple LoBs.
- Project work generating and analysing metrics to aid the transition of customer service activities from the UK to the Philippines.
Senior Incident Planner
Getronics UK
2004
to 2007
Full-time
Milton Keynes
United Kingdom
- Senior team member responsible for customer service delivery in a high-pressure call center environment.
- High degree of teamwork, liaising with customers, teams of engineers, logistics companies and internal staff to meet strict SLAs.
- Strong customer service skills and ability to multi-task.
- Training and mentoring new and junior staff to improve their skills and team performance as a whole.
- Taking part in demonstrations of our systems and technologies to potential customers.
Incident Planner
Getronics UK
2003
to 2004
Full-time
Milton Keynes
United Kingdom
- Responsible for service delivery over a wide geographical area for a number of different industries.
- High degree of teamwork and working under pressure, liaising with customers, teams of engineers, logistics companies and internal staff to meet strict SLAs.
- Strong customer service skills and ability to multi-task.
- Predicting trends of demand to better meet customer needs and company targets.
- Took part in the design and testing of new call centre systems and procedures, including acting as a trainer for other staff.
Data Administrator
Getronics UK
2002
to 2003
Salford Quays
United Kingdom
- Responsible for providing regular reports had substantial financial and reputational value.
- High degree of accuracy
- Data entry and integrity
Data Analytics Bootcamp
Since 2024
SQL Server 2012 Introduction
SQL Server 2012 Integration Services for Business Intelligence
SQL Server 2012 Integration Services for Business Intelligence
Computer Literacy And Information Technology (Stage I)
R.S.A. Integrated Business Technology (Stage II)
R.S.A. Integrated Business Technology (Stage II)
- Strong business analytical skills
- SQL Server Analysis Services
- Advanced Microsoft Excel skills, including Visual Basic programming
- Experience with PowerBI and Tableau
- Dashboard Design experience, including Xcelsuis 2008 and SQL 2012 SAS
- Experience with Business Objects versions 3.2 to 4.1 as both lead user and administrator
- Geographical Information System Administrator
- SQL Server Management Studio
- SQL Server Integration Services
- SQL Server Analysis Services
- ITIL v3 Foundation qualified
- Microsoft Office support and trainer across multiple versions
- Proven experience supporting projects and roll-outs
- Experienced 1st and 2nd Line Technician
- Windows 7, 8 and 10 Support
- Helpdesk systems administrator
- Active Directory and Microsoft Exchange experience
- VOIP telephony system and IVR admin experience
- System Administration for Housing Management platforms including Orchard and Civica.
- Experienced trainer & presenter in both classroom and 1-2-1 environments
- Lead Trainer on major software roll-out projects, including OS migrations.
- Staff induction training across a range of skill levels, including Microsoft Office, Housing Management and bespoke in-house systems
- Delivered non-technical seminars and workshops on IT best practices such as email handling, information security and business continuity
- Courses in Business Writing and "Train The Trainer"
- Powerpoint & Prezzi presentation design experience
- Trained and experience audio producer
- Front-of-house live sound experience
- Theatrical Sound Design
- Music Production and Recording Projects
- Live Events Management
- Music Technology & Studio Production
- Multi-instrumentalist and session musician
- Modern music history
- Organiser of both in-person and online game experiences
- Volunteer at trade shows and experienced demonstrator
