Ben Davies

Experience

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  Royal Liverpool and Broadgreen University Hospital NHS Trust

  Nov 2008 - Apr 2011

  Desktop Support Engineer (Band 4)

  I provided 2nd line support as part of the Desktop Support team, resolving incidents that have been assigned by the Senior Desktop Engineer. Assisting with the implementation of projects and upgrades when requested by the Senior Desktop Engineer and Desktop Manager. Oher duties include:•Building of PCs, laptops, mobile devices using Acronis.•Liaising with 3rd parties and other IT departments to resolve incidents that have been assigned to my queue. •On call duties, 24/7 1 week out of 4 (From April 2009).•Perform surveys on the estate to ensure records were accurately kept.•Installation and maintenance of hardware, removal of hardware and recycling in accordance with environment policy, removal of data media in accordance to trust policy.•Installing, configuring and testing new equipment in accordance with the standard operating procedures.•Creating and updating SOPs when required.•Configuring and troubleshooting VOIP devices. •Troubleshooting WIFI and LAN issues.•Testing and troubleshooting of video conferencing equipment.•Installation and configuration of remote access solutions.•Installation, testing and maintenance of printers and other peripherals. •Installation and configuration of the Trust’s clinical systems, core apps, Microsoft apps and 3rd party applications.•Configuration and troubleshooting blackberry devices. Show less

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  Royal Liverpool and Broadgreen University Hospital NHS Trust

  Jan 2014 - Jan 2016

  I provided 2nd line support as part of the Desktop Support team, attending to incidents and service requests, requiring site visits. As a senior member of the desktop team, I was the technical lead and was expected to manage and resolve the more complex incidents, assigned to the team. I contributed to project implementation, including liaising with other Operational teams, users, directorates and 3rd parties, to ensure successful completion. Other duties included:•Managing the day to day running of the team, which consisted of 8 members of staff, assigning incidents to their prospective queues, HR related tasks.•Providing technical details during CAB and RFC.•Deputising the Desktop Manager, which involved attending high profile meetings with other Operational Leads, generating statistical reports using SCCM 2012 and writing reports when required.•Building devices such as pcs, laptops and mobile devices using SCCM 2012 (Dell and HP devices).•Configuring iphones and ipads •Managing security alerts within Computrace to track lost and stolen Trust property.•Troubleshooting WIFI and LAN issues.•On call duties, 24/7, 1 week out of 4.•Installation of hardware peripherals.•Being an escalation point for the engineers.•Assisting with the execution of system upgrades.•Research, acquisition and testing of new equipment for projects and BAU.•Creation of base images and vanilla builds for the purpose of testing new kit, software, compliance, OS (XP, 7, 8, 8.1 and 10) and for troubleshooting issues (Acronis).•Providing cover at the specialist eye hospital and clinics. •Creation and implementation of new process and procedures, updating SOPs. •Implementing training sessions for the engineers regarding new systems and hardware. •Installation and configuration of remote access solutions such as VPN, UAG and DA.•Installation and configuring of 3rd party apps, hardware and assisting the 3rd party engineers on site Show less I led the Desktop Support team dealing with: work allocation, reactive and pro-active incident management, while ensuring that service requests were responded to and resolved in accordance with the SLA. The main purpose of this role was to manage the technical aspects of incidents passed from 1st line support, in order to maintain BAU. Other duties included:•Dealing with standard line management issues such as performance management, appraisal reporting and disciplinary issues where appropriate.•Working with other departmental managers to encourage service improvement.•Responsibility for ensuring that the appropriate levels of security and protection of IT assets were implemented in accordance with the IT security policy and responding to security alerts within Computrace.•Providing recommendations for the purchase of IT equipment to improve the IT Desktop infrastructure and user experience while liaising with 3rd party vendors to ensure up to date technologies were being procured.•The creation and updating of IT policy when appropriate i.e. IG (Information Governance) Tool Kit. •On call duties, 24/7, 1 week out of 4.•Being an escalation point for the engineers and resolving any incident, when required, during BAU and On Call.•Ensuring that the desktop staff performed accurate, concise recording of incident actions with the service management software.•Creating and updating SOPs that were used by the desktop team and other IT operations staff.•Producing management reports, hardware statistics, incident statistics, when appropriate.•Attending technical meetings with other Operational leads, CAB, RIG. Show less

  • Senior Desktop Engineer (Band 5)

    Apr 2011 - Jan 2016

  • Desktop Support Manager (Band 7) - Secondment Post re maternity cover

    Jan 2014 - Oct 2014
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  Bendon Group

  Apr 2016 - now

  Desktop Support Engineer