Kemi Adamson

Experience

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  Ntl

  Jan 1999 - Jan 2001

  Team Manager

  • Manage a team of 14 highly trained Technical Support staff. Trained staff members using appraisals, assessments coaching, and formal training with CBL’s• Ensure all calls are logged, and dealt with appropriately.• Ensure team achieve the base level of service centre target set by senior management • Work collaborative with other teams to ensure centre productivity is maintained and required levels.

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  ColegSirGar

  Jan 2001 - Jan 2005

  Web Development Manager

  • Development and Management of the new Open source Managed Learning Environment (MLE) system to support the teaching and learning of 14,000 students using LDAP and an integration into Novell Extend and ichain for single.• Work closely with the MIS Department to ensure continuity of service to all internal customers.• Train stakeholder on new information systems and ensure that all documentation are kept up to date.• Keep abreast with all the latest technological advancement in the delivery of intranet and extranet solutions for the college.• Provide IT Support to Students and Staff Show less

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  Bridgend County Borough Council

  Jun 2005 - Jan 2006

  Information Technology Engineer

  • Managed the introduction of home working for 54 local councils, configuring IPAQ’s, Laptops, and Mobile phones for mail and web connectivity• Support key departments social services and housing in all IT requirements and services • Maintain all keys infrastructure and liaise with suppliers of products

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  Swansea University

  Jan 2006 - Jan 2008

  Technical Coordinator

  • Develop and Implement Personal Learning Environment for the university and partner institutions for 26000 students and 3000 staff.• Develop and implement training for core administrators of the system• Liaise with internal and external key holders on the projects• To work closely with the collaborate E-Learning team and the South West Wales team to develop, evaluate, and disseminate project outcomes• To maintain and configure additional university systems and server as required. Show less

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  Cardiff University

  Jan 2008 - Feb 2010

  Software Engineer

  • Create and Develop Medical School "Student Information Management System" Messums.• Contribute to the development and maintenance of complex technical systems, covering all aspects of the systems lifecycle including investigation, analysis, specification, design, building, testing, operation, maintenance, upgrade, migration and obsolescence. • Liaise with suppliers, designers and planners, contributing to the assessment and selection of suitable software packages to meet all or parts of specified requirements. • Maintain an awareness of operational requirements especially in terms of service levels, availability, response times, security and repair times. You will suggest design enhancements, capacity changes, contingency and recovery arrangements as required, enabling design targets to be met and that the technology provided meets service level targets within the organisation’s planned budget. • Ensure that all tasks and procedures are carried out effectively and efficiently to agreed levels of service, producing statistics for use in measuring progress and informing decision-making. Show less

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  EkoConnections Ltd

  Mar 2010 - Jan 2012

  Project Manager

  • Manage the delivery of all web projects for the business• Assist with the development and maintenance of key sites • Liaise and procure resources for development• Deal with 2nd and 3rd Line support calls• Manage of all communications and data storage devices• Ensure support contracts and facilities in place for all projects and managed

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  Monitise

  Jan 2012 - Dec 2014

  Shift Lead and Technical Support Engineer Tier 3

  • Oversee the monitoring of the Monitise Service for stability and performance in order to maintain 24x7 operations and resolve service impacts as they occur.• Reviews call descriptions, categorisation, priority and detailed diagnosis for accuracy and compliance with established practices. Assist to expedite or escalate call resolution where necessary to achieve resolution.• Ensure that calls (Incidents/Problems/Alerts/Service Requests) are worked effectively and efficiently and that the work with any Resolver Groups is effective in resolving service issues in accordance with established processes and procedures• Assist in the recruitment & induction of staff.• Responsible for the management and scheduling of shift staff rosters including annual leave and absences. Work closely with all Service Desk teams/shifts to ensure appropriate coverage is available during and across shifts/handovers.• Responsible for training, performance evaluations, personal development plans and workload measurement of Service Desk Analysts on your shift.• Ensure successful transition to the Service Desk of new projects/services/releases in conjunction with Service Delivery Management and Project delivery teams. • Recommend, standardise and improve methods to correct common issues and faults, especially those of a repetitive/invasive nature.• Draft new policies and procedures for consideration by management to better optimise Service Desk working practices within Production Operations. Show less

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  EKOCONNECTIONS LIMITED

  Dec 2014 - Jul 2015

  Technical Support Engineer Contractor

  IT Support and advice to local and International businesses. Service delivery and analyses of processes and systems for productivity. Liaise with all suppliers to ensure effective delivery of clients’ services. Manage projects for clients as required. Deal with escalated 1st and 2nd Line Support queries.

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  NHS Wales

  Jul 2015 - Jan 2017

  NWIS-Enterprise Support and Business Analyst

  • Contribute and evaluate the use of new Information and IT technologies to establish their benefit to the work undertaken by NWIS• Develop and maintain an appropriate level of knowledge of relevant National Software Applications and the wider NHS clinical and administrative processes• Implement complex third-party solutions and to liaise with third-party suppliers where necessary to facilitate service delivery and support.• To liaise with third party suppliers where necessary to facilitate service delivery and support• Maintain and develop knowledge in service management methodologies, such as ITIL• Develop and maintain relationships with National NHS Wales Software Applications customers including clinicians, managers or users and provide them with advice, support and training Show less

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  Mitratech

  Jan 2017 - now

  Enterprise Technical Support Engineer Tier 3

  • Provide assistance to customers, consultants and partners on the usage of Mitratech products through our customer support portal, email, chat and phone• Troubleshoot issues through reproducing the problem and determine resolution• Assist other members of the support team with technical issues and act as escalation point for issues that fall outside of scope for tier 1 and tier 2 engineers• Performs software updates, backups, and system maintenance• Document technical environments, processes and procedures, testing plans, project plans.• Maintain detailed call records for all customer interactions• Prioritize and resolve issues of the highest technical and business severity.• Create Knowledgebase articles regularly to expand self-help tools for customers and internally• Participate in the planning and coordination of new product deployment and enhancement projects, ensuring preparedness in servicing the product• Document technical environments, processes and procedures, testing plans, project plans.• Monitor all production system applications and participate in issue resolution for high impact issues for Mitratech hosted clients• Recreate product defects and work with engineering maintenance team on scoping resolution to provide to clients• Participate in client calls to give updates on outstanding support related issues• Participate in on-call rotation as required• Day to day operational and technical oversite for Tier 1 engineers in the region• Reporting up metrics and activities of UK team to senior management• Scrum lead for the POD group on a daily basis• Manage a team of 4 staff due to increase with COE expansion Show less