Experience

• 

  Asda

  Mar 2006 - Feb 2009

  Porter / checkout operator

  I maintained a high standard of customer service as my main role was Asda Porter. I was often the first member of staff that a customer would see as my work was mainly done outside. I worked in other departments as over time ranging from chillers to the entertainment section which I had to adapt to how each area worked. At age 18 I became a checkout operator and I took on some of the maintenance work of the store such as painting and making sure during winter that the car park was deiced.

• 

  Kelly services

  Mar 2009 - Aug 2014

  Kelly services contractor - 1st line technical support (ministry of defence)

  I was first line tech support for the MOD on the Atlas account. I aimed to resolve 95% of all my calls within a given 15 minute time frame. I gained the knowledge of the account which I helped distribute to new staff as I was the team trainer. This role gave me a great understanding of the incident management process and I was often looked upon to get a second opinion on staff performance by higher management and help any struggling staff with an action plan to help them adapt to the pressures of the job and how to better themselves with skills that were new to some. Not only did I work on the front line on the inbound calls but I contact users back if they had emailed a query. My mentor-ship allowed me to walk the floor to answer questions that were not on the knowledge base and assist new staff if they had a tricky caller.Also during my time I learnt the change process and acted upon changes that users requested. This primarily involved modifying a users account through QUARS and adding application groups, group areas, modifying DFS links etc.During any down time I helped develop a performance tool which would help indicate which specific area the service desk agents had to improve on. This helped management in there one to ones and seen an overall increase in performance. I also would read knowledge documents and make the knowledge team aware of any amendments that were needed so that agents would have up to date information when taking a call. Show less

• 

  Hp

  Aug 2014 - Jan 2015

  I was seconded to the 'ehospital at Cambridge Account' for several months during its go live period. It was a joint venture and first of its kind with Hewlett Packard Enterprise (at the time HP) and EPIC systems. It was my responsibility to work with a small team to implement all of the network printers around the hospital then connect them to the network. With this being a new venture with two companies that had never worked together before there was a lot of working together to figure out what each departments specification were for each printer as each setup was unique and the ordered printer had not been used with the EPIC software before so each PPI (pixel per inch) had to be worked out to center each type of label.During this high pressured environment I worked at least 12 hour days and also took my share of night shift and on call. During the night shift it was the responsibly of that person to implement any new software patches across the servers within a given time frame set by the customer. During this time I was recognized by senior HP management for my contributions and efforts on the account. Show less

  • Epic Client Systems Manager & Technical Advisor (NHS)

    Sept 2014 - Jan 2015

  • Application Engineer (Rolls-Royce)

    Aug 2014 - Sept 2014
• 

  Hewlett packard enterprise

  Jan 2015 - Mar 2017

  I managed internal proactive problems and external reactive problems for the Rolls-Royce account which is supported by Hewlett Packard Enterprise. I raise internal problems when a trend is noticed by the resolving engineers or if the statistics I look at on a weekly basis shows me a pattern in a specific application that look to show a bigger problem. My aim is to stop any potential incidents getting out of hand which leads the customer raising an incident to such a high priority due to the fact Roll-Royce have had to stop production and/or a financial impact was created. My pro activeness had seen a decrease in incidents raised to such a high level. While working with the engineer I will complete a root cause analysis using the 5 why methodology which will document each step taking to fix the issue which will include any workarounds, a full incident history diagnostic which will show key point of the incidents life cycle, documentation of the permanent fix and the root cause to why this issue occurred in the first place.During the problems life cycle it is also part of my responsibility to raise any necessary changes in the recommended HPE standard format and attend meeting to explain to the customer and service integrator why the change is being done, and explain all risks if any during the changes life cycle. Accompanying each change I will document a Very Small Work which is a guide to what tasks will be undertaken by the engineer so if in the future this engineer can no longer do the change the next engineer assigned to this will understand what needs doing. Also in the change I will document a specific time frame in which each task will be completed and by whom it will be completed by. I see the change from start to end as the problem. Show less

  • Minor Enhancements Coordinator (Rolls-Royce)

    Jan 2017 - Mar 2017

  • Problem Management (Rolls-Royce)

    Jan 2015 - Mar 2017
• 

  Ibm

  Jan 2022 - now

  Ensure a safe, secure, and legal work environment. Develop personal growth opportunities. Accomplish staff results by communicating job expectations; planning, monitoring, and appraising job results. I am 1 of 4 in a team responsible for the all of England and Wales NHS BACs files. I monitor for any errors and react if there are any. I will work with the customer to help correct any errors and make sure people get paid on time. This is a high responsibility role and everything is documented for strict auditing purposes. This role relies on using Oracle applications.I monitor realtime processes and reacting to alerts which have flagged a system issue.During timed events throughout the year I am responsible for smoothing out processing. These extra events can involved over 5000 - 10000 hours processing time a month which has to run in parallel to the production service. Each process and the timing of the processes are unique and involve human logic to allow such extra processes to be handled on time. I look after the data centre by doing manual checks on all the servers. As well as the Air-conditioning units and UPS. I assist the remote engineers with any physical hardware changes that are needed and on occasion I have to dabble in a bit of networking but at a very basic level. I use my valuable experience to help new joiners develop their understanding of how we work at IBM and the systems, processes, policies and procedures we use and adhere to.

  • Manager

    Jul 2022 - now

  • Infrastructure Specialist - System Administration (ESR)

    May 2017 - now

  • Service Administrator

    Jan 2022 - now

  • Data Center Engineer

    May 2017 - Oct 2022

  • Onboarding Mentor

    Jan 2022 - Jul 2022