Keith East

Experience

• 

  Wellcome Foundation

  Sept 1986 - Sept 1988

  Mainframe Support

  My first year was in Network Service department providing 2nd line support to the IBM mainframe and attached Terminal devices.During my second and continuous year I moved to Pharmaceutical Systems Support providing 2nd Line support to the desktop pc’s within Product Supply until I was made a full time employee.

• 

  Wellcome Foundation

  Jan 1989 - Jan 1998

  Designed small validated systems to be used in the manufacturing environment using MS Word Macros and MS Access. Analyst role to several sites on new IT systems and infrastructure to be provide a benefit to the business. Supporting and administering Novel Servers, specify and purchase of new IT equipment to be used by Product Supply. Provide 1st and 2nd Line support for the Product Supply business stream.

  • UKMIT Business Support Specialist

    Jan 1996 - Jan 1998

  • Network Support and Administration

    Jan 1989 - Jan 1996
• 

  GlaxoWellcome AG

  Jan 1998 - Jan 2000

  GIS Support Specialist

  Providing 2nd Line support to the Dartford Site business systems and IT infrastructure as part of a team.

• 

  GlaxoSmithKline Pharma GmbH

  Jan 2000 - Jan 2006

  Local Support Specialist Team Leader

  In my Supervisory position in SCS Desk side Support, I ensured the service level agreements of were met in an effective and compliant manner which meets the business needs. Provide technical knowledge and advise and provide managed varied strategic projects.

• 

  Software of Excellence

  Jan 2007 - Jan 2008

  Providing support to customers worldwide for Software of Excellence Promoted to the senior support team providing additional third level support liaising with developers to resolve route cause of issues and support NHS Primary PCTs using SQL versions of Software of Excellence software.

  • Technical Support Representative

    Jan 2007 - Jan 2008

  • Senior Support Representative

    Jan 2007 - Jan 2008
• 

  Software of Excellence

  Jan 2009 - Jan 2017

  Support Team Lead

  Ensuring team members provide support to customers against agreed SLA's following polices and procedures and measure individual performance against targets designed to increase staff performance. Identify opportunities to improve customer satisfaction and staff performance using business improvement tools involving all departments and staff in the process.

• 

  Software of Excellence

  May 2017 - now

  Technical Support Analyst
• 

  Europa Worldwide Group

  Feb 2022 - now

  Interact with computer platforms in a multi-layered client-server environment.Provide expert support in the installation, configuration, and ongoing usability of thin clients, desktops & laptops, peripheral equipment and software within established standardsContinuously monitor all hardware to ensure desktop computers interconnect seamlessly with diverse systems, including the associated file servers, email servers, application servers, and administrative systemsEnsure end-user functionality by supporting with the routine IT maintenance to ensure that the company systems run efficiently at all times Design and deliver training to staff members relating to current hardware and software.Oversee all maintenance of the LAN/WAN infrastructure and connectivity.Undertake numerous site visits across UK based sites for routine maintenance, support, training.Utilise technical expertise to assist in monitoring infrastructure and responding accordingly. Show less

  • IT Service Engineer

    May 2022 - now

  • IT Service Engineer

    May 2022 - now

  • 2nd Line Support Analyst

    Feb 2022 - now