Paul Wake ITILv4 MASTER

Experience

• 

  Greenwhich Healthcare Trust

  Jan 1996 - Jan 1997

  Computer Administration Officer
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  Greenwich Healthcare Trust

  Jan 1997 - Jan 1999

  Provided support to all PC users throughout the Trust on software applications,Including Smarterm Emulation Software, Windows 9X, Windows NT, MicrosoftOffice 9X, Internet, Intranet, RES-Q, Email etc.• Solved customer software application problems immediately over the phone, to research problems thoroughly and get back to the user a.s.a.p. Also to visit users at their workstations to provide advice and training.• Liaised with IT training officer regularly to highlight types of user problems and training needs and to provide support to IT trainer.• Regularly attend IT training courses and continually update own knowledge of PC based systems.• Liaised with technical support officers and networking staff regarding any issues to be resolved.• Liaised with Microsoft on any issues, which cannot be resolved locally.• Assist users with their new PCs when delivered to desktop, including set-up, configure, build macros, auto text and toolbars etc., to suite users needs.• Ensured virus checking software is provided with all PCs and that staff carry out backup procedures regularly.• Ensured that all members of staff comply with the Data Protection Act and the Trust’s IT Security Policy.• Assisted maintenance Engineers when visiting the helpdesk.• Feedback resolutions of problems to helpdesk co-ordinator for HEAT software.• Produced written documentation on all applications for users in the Trust including manuals, handouts etc.• Assessed users IT software needs and advise them on suitable solutions. Show less Provided first line support to all IT users in Greenwich Healthcare Trust.• Received all incoming calls from users in a friendly and professional manner and log calls on to HEAT software.• Provided over the telephone solutions, IT and HISS problems, when able to, and to allocate fault logs to relevant support staff including Technical Support Officers, Network and HISS departments when necessary.• Followed up resolution with customers and close calls on HEAT software.• Maintained HEAT software and produce regular performance reports regarding Helpdesk activity and service level agreements.• Liaised with suppliers regarding upgrading or changes to software.• managed stock ordering systems to ensure users had constant supply of consumables and maintained permanent record.• Purchased all PC hardware and software in accordance with Trust Procurement Policy and contracts and ensure all software licenses are current and appropriate to users in the Trust.• Maintained IT purchasing and budget databases.• Co-ordinate PC and printer replacements and fault log any equipment under contract with relevant hardware suppliers.• Co-ordinated and managed Technical Support Staff and prioritise their workload. Show less

  • Applications Support Officer

    Jan 1998 - Jan 1999

  • IT Help Desk Co-Coordinator

    Jan 1997 - Jan 1998
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  Queen Elizabeth Hospital NHS Trust

  Jan 1999 - Jan 2002

  Clinical Support Services Directorate Support

  Provided information services and information technology support to all users within the Clinical Support Services Directorate, which incorporates all the vital Clinical Support Services, including:Pathology, Imaging (x-ray) Pharmacy and Adult Therapy Services.• Responding to user issues/problems on a day to day basis which includes: reinstalling corrupt software, repairing hardware, ensuring patient’s blood results are being transmitted by the blood analysers and received by Dawning interface PCs etc.• Supported the development of a wide range of highly effective IT applications including HISS, Unix, Windows 9X, Windows NT, Windows 2000, Microsoft Office, Internet Explorer, Western Star (Novell), Dawning Interface PCs, Result Net, Epinet, Internet, Intranet, PACs (Picture Archiving and Communications System), Dawn AC (Anti Coagulation Software), Result Net Plus, Intermec Print Set.• Took on new projects such as “Nebuliser Database” for the Adult Therapy Department & Cancer Research Databases to include the National Minimum Data Set.• Training directorate staff on all the above applications and to ensure that hardware and software is used appropriately and maintained correctly as well as implementing security and data protection.• Liaise regularly with operation staff, network department and the information department to ensure good communication on all IT issues within the directorate. This includes fault logging to HBOC (Hospital Information Support System), procurement of software and hardware, fault logging hardware products under a service level agreement to hardware suppliers. Show less

• 

  Greenwich Teaching Primary Care Trust

  Jan 2002 - Jan 2006

  • Provided a comprehensive IT support service within Greenwich Teaching Primary Care Trust. Managed and produced an efficient IT Service Desk Team which enabled staff to use IT Systems proficiently and effectively.• Worked and delivered guidelines defined by the Head of IT , as well as setting guidelines and objectives for my team and own areas of responsibility. Although the focus of the role was technical and highly hands-on, the role required a “Service Delivery” approach.• Provide an effective and responsive IT Helpdesk service to Greenwich Teaching Primary Care Trust staff providing first line support over the telephone. Ensured a customer-focussed approach to helpdesk support, which is responsive to the needs of the, Greenwich Teaching Primary Care staff.• Ensured all staff involved in the Helpdesk process – applications support, administration, networking, clinical systems support and technical support, can use the Helpdesk Management System effectively and logs are responded to and closed as quickly as possible. To ensure where possible SLA targets are met.Applications Support and Development• Ensured that all current systems are supported effectively in terms of regular system builds and maintenance e.g. new employees, equipment requests, email account generations etc.• Ensured that system software is developed in line with the needs of Greenwich Teaching Primary Care Trust, and there is close liaison with system suppliers to ensure that enhancements and new versions are introduced in a controlled and manageable manner. Show less • Support of various clinical systems (e.g. EMIS, Vision) at GP Practices. Networking set-up, support & trouble-shooting. Windows 2K server set-up and maintenance. TCP/IP configuration• Supported server and client systems (NT and Windows 2000, Exchange, Outlook, and Office. PC builds and various ad-hoc application installations).• Creating SMTP email accounts to replace X400 accounts using Microsoft Exchange Server, enabling EDI (electronic data interchange) and PIMIP (Pathology/Radiology Results) between GPs and local Hospitals.• Provided Health Centres and community sites, with complete network infrastructures, from the initial planning of CAT-5 wall ports and installation of the switches, installing Microsoft Windows 2000 server, to creating user accounts and profiles using Microsoft’s Active Directory.• Performed client/server installations and configuration of IT infrastructure at client sites. Corrected application and network problems, which ensured client satisfaction.• Designed and produced advertisements for Greenwich Primary Care Trust, to aid recruitment of General Practitioners, published in GP jobs bulletins and GP Appointments Magazine and British Medical Journal.• Designed and produced on-line banner adverts and web pages for Greenwich Primary Care Trust, to aid recruitment of General Practitioners. Show less

  • I.T. Service Desk Manager

    Jan 2003 - Jan 2006

  • Applications & Technical Support Manager (One year fixed term contract)

    Jan 2002 - Jan 2003
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  University College London Hospitals NHS Foundation Trust

  Nov 2007 - Jun 2010

  Bates I.T. Operations Manager (Bates I.T. for Logica)

  • Managed a comprehensive desktop support service within University College London Hospital’s 6000 user base. Managed and produced an efficient Desktop and projects team to support a robust desktop environment effectively reducing support and improve service delivery.• Communicated guidelines defined by Logica’s operational management and service delivery manager, as well as setting guidelines and objectives for my team and own areas of responsibility. Introduced a centralised web portal for all bates employees to use; improving communications, information governance, reporting and knowledge sharing. • Created a team environment ethic resulting in a customer-focussed approach to all information technology support, deployment and project work, which is responsive to the needs of Logica and users within the University College London Hospitals campus. • Ensured all staff involved in the process – applications support / development “Projects”, administration, and technical support, use the Remedy call logging system effectively. Communicated requirements for logs to be responded to and closed as quickly as possible, to ensure SLA targets are met. Reduced Remedy backlog from 500 open support calls to 16 via call reduction programmes, implemented change and problem management. • Prevented University College Hospitals London from any loses of clinical patient services during a Conficker out brake, leading to the creation of a “security forum council” and windows patch management scheme. Show less

• 

  Northern Powergrid

  Jul 2010 - Apr 2012

  Project Manager for Windows 7 Deployment (Logica)

  • Deployment / Project manager for Windows 7 upgrade for CCE which later became known as Northern Power Grid. Involvement with various teams and aspects of a massive project which included. • Managing and defining GOLD image for the customer with various team members.• Creation of LLD (Low Level Design) and HLD (High Level Design) with TDA (Technical Design Architects). • Remediation programme of over 600 applications. • Application environment provided by MED-V. • Application testing trough a UAT programme, incident reporting and delegation of findings through to resolution. • VM environments for none functioning applications within Windows 7 and MED-V. • Integration between project 3 (desktop) and various other project teams – including infrastructure and support teams. • Daily conference calls with support teams, clients and operational teams. 4 separate reporting structures daily. • Reports and documentation.• Incident management. • Site visits dealing with engineer issues, logical back end issues and client escalations. • Programme manger involvement following departure of original Programme Manager. Show less

• 

  UK Power Networks

  Jan 2012 - Nov 2012

  Email Migrations Manager (Bates Group for Logica)

  • Managed a team of thirteen supporting UK Power networks exchange migrations following separation from EDF energy (6,000 Accounts). • Implemented a core incident reduction programme, focused on improved service delivery and personally oversaw escalations and problem management. • Communicated and reported progress, incident reductions and implementation to Logica management prior to daily STORM meetings with the customer.• Created documentation of known fixes and process which formulated UK Power networks email migrations support guide. • Reduced costs through streamlining processes and the reduction in incidents assigned to the STORM queue effectively reducing the amount of staff required to support the estate. (Logica Requirement)• Transitioned services to BAU both onshore and off. Show less

• 

  Solent NHS Trust

  Jun 2013 - Feb 2014

  Transition Manager - Second Line Support Services (Bates Group for CGI)

  Employed by Bates Group to perform High Level Due Diligence & Low Level service transition following the acquisition of second line support services outsourced to Bates Group by CGI. The overall project had many complexities. Two separate NHS Trusts in Hampshire broke up, each Trust using different Hospital Information Support Systems, applications, and support teams shared between 5 Trusts. Key aspects of successful transition included understanding both the business needs and working efficiently with CGI to deliver continuity and improvements to existing services.As transition manager for the second line support services, it was my responsibility for detailed Due Diligence, Facilities management (setting up facilitates for staff), Knowledge Management Transfer, Tupe (Transfer of undertakings), Training, Documentation, Service Strategy, Service Design, & Service Operations. Show less

• 

  Bates Group

  Feb 2014 - Oct 2018

  Program Manager for two Critical Infrastructure Projects delivered to Frimley Hospital NHS Foundation Trust. Email Migration Project to NHS Mail 2, Responsible for Project Mangers, Third Line Engineers, Second Line Engineers, Service Desk Team Project Co-Ordination and Support Teams (3 Hospitals and 3 Satellite Sites within Surrey and Berkshire):• Migration from two legacy Exchange environments to NHS Mail 2, and the implementation of Skype for Business;• 16,000 Mailboxes (including existing NHS Mail users);• Generic Mailboxes, Shared Calendars and Public Folders;• Email Rules / Policies & Distribution Lists;• Rehydration of Archived Email Data for all accounts that are to be migrated and fall within the agreed quota(s)• Completed “Readiness Tasks” set out by Accenture / NHS Digital;• Readied Both Legacy Exchange Server / Network Infrastructure:o Network Latency Checks;o Confirm / Procure Quest Licenses;o Build VMs as required (current estimate 12 VMs required);o Assist in the setup “TanSync”;o Assist in the setup of NHS Mail Connector;o Identify Systems / Servers which utilise local exchange relay;• Agreed with Business at Senior and Departmental Level for roll-out approach / Schedules;• • Setup and Test Mail Relay – Migrating to NHS Mail Relay;• Setup of all Mobile Users on NHS Mail 2;• Decision on Trust Standard Client Email Access Method;• Scheduling and Communication for all Migrations;• Supporting Accenture with the Technical Migration;• Training for NHS Mail 2 and Skype for Business;• Dedicated Post-Migration (go-live) Support – Spun Up Service Desk; • Skype for Business Implementation. Show less Program Manager for two Critical Infrastructure Projects delivered to Frimley Hospital NHS Foundation Trust. Multi Million Pound Network Refresh Project, Responsible for Project Mangers, Network Engineers, Infrastructure Cable Teams, Audit Teams, Project Co-Ordination and Support Teams (3 Hospitals and 3 Satellite Sites within Surrey and Berkshire):• Network Audit of – Frimley Park Hospital, Wexham Park Hospital, Heatherwood Hospital, Bracknell, St Marks, King Edward sites;• Upgrade of Campus Fibre Connection to allow for 10Gig connectivity of Heatherwood Hospital, Wexham Park Hospital and Frimley Park Hospital between the core and the access layer;• Design, Implementation and test of Core Network Heatherwood Hospital, Wexham Park Hospital and Frimley Park Hospital;• Implementation of Core and Access Network Hardware; • Migration of Core Devices/Services;• Migration of Access Layer Network Devices/Connections/Applications; • Server Network Hardware Decommission and Removal of all Legacy Equipment;• Access Layer Network Hardware Decommission and Removal of Legacy Equipment; • Implementation/Testing/ Commissioning of Cisco Prime and Solar Winds Network Management Show less Service delivery manager for Bates IT, subcontractor to CGI based at University Colleague Hospital London. • Responsible for a 7000 + desktop device estate and accountable for second line incident management in accordance with SLA’s and KPI’s; • Escalation point for various members of CGI management and ICT management streams; • Development of operational team, through knowledge management sharing, workshops, communication meetings and documentation; • Key figure in implementing and delivering a large cross section of projects to the UCLH environment; • Improved customer satisfaction through delivery of service excellence, demonstrated by continual positive feedback and perception; • Core reductions of open and historical incidents via problem management methodologies and team work with various support teams; • Development of an innovation service portfolio;• Committed and passionate delivery of continued service improvement plans; • Financial management and reporting facilitator. Show less

  • Program Manager (Bates Group) NHS Mail 2 Migration

    Jun 2017 - Oct 2018

  • Program Manager (Bates Group) Network Refresh Project

    Oct 2017 - Mar 2018

  • Service Delivery Manager (Bates Group)

    Feb 2014 - May 2017
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  Bates Group

  Aug 2020 - now

  Program Director

  Bates IT engaged in the tender process for managed service provisions for Sussex Partnership NHS Foundation Trust. In August 2020 Bates IT successful won the bid for Sussex Partnership NHS Foundation Trust (SPFT) Managed Service Offerings.My role included (but not limited to): • Provided the solution & high level implementation plan for the tender; • Created the quality criteria for the prospective resource alignment; • Personally selected or interviewed the associated teams: service architects, project managers, solutions specialists, service delivery manager, team leaders and operational service desk team members; • Created the document templates and reporting structure for the various implementation streams; • Assembled the various steering & working groups and communication channels for remote working during the pandemic; • Oversaw the transition from the incumbents ITSM to (SPFT) chosen ITSM solution (3 weeks – rapid phase transition, with later phases developing in ITIL maturity); • Oversaw the transition of frontline IT Service Desk team to Bates IT lead managed service (3 weeks – rapid phase skills transition, with ongoing continual service improvements);• Oversaw the on-boarded circa 8,000 users covering circa 360 sites across Sussex and Hampshire sites;• Oversaw the refresh of hardware (laptops and desktops) & O/S upgrade to Windows 10 circa 4,000 devices (3 months);• Oversaw the obligation to ensure (SPFT) Microsoft Advance Protection (ATP) deadline of the 31st April 2021; • Oversaw & overseeing the continued development of full ITSM suite including: Incident, Problem, Change, and Release management. Knowledge Management, Asset and Configuration Management, IT Service Catalogue, and Self-service portal integration• Overseeing the continued collaboration and the relationship management with (SPFT) management & operational teams to align BAU processes to best practice frameworks; • Wi-Fi Refresh beginning July 2021. Show less