Daniel has a long history of working in Customer Service areas, providing technical and non technical support. This covers a wide range of areas, and contact types; from dealing with customers face to face, by phone and mail, to working through complicated technical issues with colleagues both local and international.
In particular, Daniel aims to achieve the following:
Additionally Daniel is:
The section on Achievements below expands the details given here
Daniel has over a year's worth of experience as a User Acceptance Tester, and one years experience as a Functional Tester.
Testing Experience:
Daniel is skilled in a wide range of languages, both compiled and interpreted, environments and APIs.
Compiler Languages:
Interpreted Languages:
Environments:
APIs:
Along with traditional desktop applications, Daniel is also an experienced web developer.
Server Side Development:
Client Side Deployment:
Daniel wrote all of the Quality Centre Report Scripts used by his managers to assess progress and identify key system defects. (User Support, SQL, VBA, HP Quality Centre)
Daniel rewrote most of the expressions used to validate the Online Contact Forms. This was done using previous knowledge of Regular Expression, and of the various areas of Tesco Customer Service. (Problem Resolution, JavaScript, RegEx)
Early in its deployment Tesco's internal Knowledgebase system started producing errors and suffering performance issues. These were caused by uploading information directly from Microsoft Word (which resulted in bloated HTML). Daniel created a tool that removed the excess HTML, reducing file size to approximately 10%, and fixing the errors it had caused. An updated version of this tool is available on his website. (Problem Resolution, VBA)
Daniel met with Brian Pritchard, CEO of LiveXChange (a Tesco Contractor) to discuss defects found in the Home Working Application process. (People Skills, Vendor Relations, User Support)
In the letters department of Tesco Customer Services, each member of staff has their signature stored as an image on the system for placing into each of their letters. Occasionally a problem occurred during printing where the signature moved from its position when viewed in the file, to elsewhere on the page. Daniel used his own time to find the cause of this and write a macro that would prevent this from happening. (Initiative)
Daniel was nominated for a Service Award for dealing with a particularly unpleasant issue relating to a child injured in a store. (Customer Service)
Daniel was left in charge of the UAT team in the absence of the Line Manager. Tasks included distributing work and being the point of contact for the rest of the Change Program. (Leadership)
Daniel created two Wage Sheets (a four week sheet for Tesco staff and a one week sheet for contract staff). The sheets kept track of standard pay, overtime, holidays and deductions (such as pensions, BAYE shares, union fees etc) and calculated tax. (Excel)
Daniel worked on their Insurable Risk team, whose job was to call customers after accidents in store. They always tried to call customers six times before writing to them, and they kept track of the calls on paper. Daniel wrote a Tool that allowed users to record call backs in a spreadsheet. The tool also prevented data loss inherent to shared workbooks. (Excel, VBA)
Daniel wrote a Mersenne Twister in C++ which then became the basis for much of his work in pseudo random procedural generation. (C++)
Daniel created his personal website using PHP, AJAX and WordPress. (PHP, HTML, CSS)
To give a button an icon when creating a tool in Microsoft Office, it is necessary to know the Icons FaceID. As information on what each FaceID looks like is hard to come by, Daniel wrote a simple tool that allows the user to browse them. The tool is available on his website.
Tesco Customer Service
User Support 2010 - present
User Acceptance Tester 2010 - present
Customer Services Manager 2009 - 2010
Search (contracted to Tesco Customer Services)
Customer Service Manager 2008 - 2009
University of Abertay Dundee
MSc Computer Games Technology (Software Engineering) 2006 - 2008
VMC Consulting
Functional Games Tester 2005 - 2006
The University of Bradford
BSc Cybernetics and Virtual Worlds, 2ii with Honors 2001 - 2005
Portman Business Sciences
Junior Technician 2001
| Name: | Daniel Mason |
|---|---|
| Age: | 28 |
| Location: | Dundee |
| Hometown: | Reading |
| Occupation: | User Acceptance Tester |
| Education: | BSc Cybernetics and Virtual Worlds |
| MSc Computer Games Technology |
| E-mail: | daniel at danielmason dot com |
|---|---|
| LinkedIn: | Daniel James Mason |
| Twitter: | @Gisleburt |