Experience

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  Comwave

  Jan 1991 - Jan 1995

  It support analyst
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  Hexar ltd

  Jan 1995 - Jan 1999

  It support analyst
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  Softco

  Dec 1999 - Feb 2001

  System support analyst

  SoftCo is a provider of content & document management systems, and ebusiness solutions Worldwide.• Install and support the organisation’s Workflow, EDMS and eBusiness systems for clients.• Communicate with customers and 3rd party suppliers, schedule and allocate resources for installation of hardware (PCs, Scanners, HP Jukeboxes) and Software (EDMS, Workflow).• Review and manage post sales software change requests, in all aspects from generating customer requirements documentation, acceptance testing of bespoke applications and enhancements, deployment and customer sign off.• Provide training for internal staff, client’s technical, admin & system operators.• Provide Helpdesk Support. Show less

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  Clacksons

  Nov 2002 - Jul 2004

  It support analyst
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  Healthcare commission

  Jul 2004 - Apr 2009

  Managed a team providing on-site and remote support to 850 desktops, 500 laptops (home workers & operations field based staff), and 320 Blackberrys across 6 regional offices. Dealing with an average of 1800 calls per month, with 96% resolved within target.• Promoted to the role of IT Operations Team Leader, line managing 10 support analysts across 6 offices across the UK.• Supervise the 2nd Line Support team: ensure that resources are available across all offices, response and fix SLAs are met, setting of Performance Development plans, and the knowledge base kept up to date.• Point of escalation for 2nd Line Support and 3rd Party calls.• Produce Incident Management reports & attend service review meetings with Service Level Manager.• Review and enhance processes: Equipment requests, Software requests, Application support.• Involved in Projects to enhance the provision of IT: Laptop Dell-Lenovo upgrade, Laptop XP upgrade/Encryption, Desktop XP upgrade.• In charge of Telecommunications Management (PABX, VOIP, Voicemail & Call queuing system). Show less • Managed project to implement ITIL Incident management processes and IT Helpdesk in the organisation.• Promoted to the role of IT Help desk Team Leader.• Supervise the Helpdesk desk: ensure that resources are available, all calls are logged with attention to detail, users are kept up to date, calls are closed correctly after resolution has been confirmed, and the knowledge base kept up to date.• Point of escalation for 2nd Line Support and 3rd Party calls.• Produce Incident Management reports & attend service review meetings with Service Level Manager.• Review and enhance processes: Equipment requests, Software requests, Application support.• Involved in Projects to enhance the provision of IT: Upgrade of Voicemail system, Call Management System for the IT Service desk, Upgrade to ITIL conformant SupportWorks.• 2nd Line Support duties when required.During this period the Healthcare Commission Service desk handled 21,556 calls via an ACD call logger, with a first time fix rate of 41%. Show less • 2nd line support: Working within a team to log and resolve incidents within SLA. Utilise SupportWorks call logging system and remote tools (Microsoft SMS and VNC) to facilitate the restoration of affected services, Active directory for User administration.• Provide support for Lotus Notes v6.5 and Domino: new user registration, Lotus Notes configuration, Quota administration, and Webmail configuration for remote access.• Provide support for the communications infrastructure, telephone administration, Voicemail, Tele conference, Video Conference and mobile technology (Blackberry).• Troubleshoot network problems (TCP, DNS and Cabling).• Carry out installation of Workstations (HP/Win2000) and Laptops (Dell/IBM/XP) using Ghost.• Provide support for Home workers: Setting up and troubleshooting BT Broadband, VPN and Firewall.• Install and provide support for applications: Microsoft Office, CRM, Stata, SPSS.• Liaise with 3rd party companies on products and solutions they provide and for escalated calls.• Provide support for HP printers and NRG Photocopier/Printer/Scanners.• Work flexibly in shifts, and provide out of hours support on a rota. Show less

  • IT Operations Team Leader

    Jun 2007 - Apr 2009

  • IT Help Desk Team Leader

    Apr 2006 - Jun 2007

  • 2nd Line Support Analyst

    Jul 2004 - Apr 2006
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  Csc

  Apr 2009 - Aug 2013

  Technical support specialist

  Implementing and supporting ICT services for the Care Quality commission (CQC)• IT Operations: Providing support for Applications, Desktops, Thin Clients, Laptops, iPads and Blackberrys throughout the organisation.• Supervise the Service Support team: ensure that resources are available, response and fix SLAs are met. • Team Leader for projects.• Point of escalation for 2nd Line Support and 3rd Party calls.• Attend Daily Service Review meetings, and Change Advisory Board (CAB).• Involved in Projects to enhance the provision of IT: Desktop refresh, Laptop refresh, moves and changes. Show less

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  Allvotec

  Aug 2013 - Oct 2017

  Team Leader for the Onsite Support Team implementing and supporting ICT services for the Department of Health and Care Quality Commission (CQC).Line manage 14 support analysts across 4 offices.Dealing with an average of 3000 calls per month within set SLA target.• Supervise the 2nd Line Support team: ensure that resources are available across all offices, response and fix SLAs are met, setting of Performance Development plans, and the knowledge base kept up to date.• Point of escalation for 2nd Line Support and 3rd Party calls.• Produce Incident Management reports & attend service review meetings with Service Level Manager.• Review and enhance processes: Equipment requests, Software requests, Application support.• Involved in Projects to enhance the provision of IT: DoH Office relocation, Wannacry Security upgrade, Laptop upgrade. Show less IT Operations Specialist implementing and supporting ICT services for Care Quality commission (CQC).• IT Operations: Providing support for Applications, Desktops, Thin Clients, Laptops, iPads and Blackberrys throughout the organisation.• Supervise the Service Support team: ensure that resources are available, response and fix SLAs are met. • Team Leader for projects.• Point of escalation for 2nd Line Support and 3rd Party calls.• Attend Daily Service Review meetings, and Change Advisory Board (CAB).• Involved in Projects to enhance the provision of IT: CQC office relocation, Desktop refresh, Laptop refresh, moves and changes. Show less

  • DH OSS Team Leader

    Dec 2016 - Oct 2017

  • IT Operations Specialist

    Aug 2013 - Dec 2016
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  Tialis essential it

  Oct 2017 - Jun 2023

  Onsite services manager

  Tialis (previously Allvotec) specialise in delivering innovative IT and communications solutions to enterprises on behalf of Systems Integrators, Service Providers, OEMs and VARs.OnSite Services Manager, responsible for the management, planning and delivery of on-site services for Tialis on behalf of IT Services Provider (Atos).Manage 8 teams of 27 engineers (BAU, Workplace Hub, Systems, Network & Telecommunications and Audio Visual), providing consistently high quality IT services for a portfolio of London Campus sites: The public sector (Department of Health and Social Care, Care Quality Commission and NHS England), IT Service Provider (Atos), Investment Management (MFS), Facilities Management (ISS), Media & Entertainment (Disney) & Commercial Insurance (CNA Hardy)• Provide operational day-to-day management of 27 OSS staff.• Consistently meeting and exceeding agreed SLAs• Continually identifying improvements to IT processes and services to increase effectiveness of service teams• Act as a point of escalation. Take ownership of service failures and failing issues until a successful outcome is achieved. Coordination of cross-team meetings to resolve issues. • Manage the performance of services through metrics and reporting for distribution to internal and external audiences. Manage and review weekly and monthly status reports/dashboards and analyse metrics in order to take appropriate actions. • Support the teams in meeting Service Level Targets, through the provision of management information, knowledge sharing.• Provide technical and operational expertise in policies and procedures.• Team building, Performance Management and Development• Incident, Problem, and Change Management• Resource Planning Management & IT Support for Projects: Win10 & O365, InTune, Teams roll out transitioning to Cloud services Surface Pro, iPhone, Samsung roll out Show less

• 

  Fds, a dxc technology company

  Jul 2023 - now

  Technical team lead