Experience

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  Halstead brothers

  Jul 2001 - Sept 2003

  Information technology support manager

  My position as IT Manager / Systems Administrator required me to provide all computer support to this hardware, plumbing & building superstore. I was in charge of the entire computer function and supported the Administration Department, Accounts Department, Sales and Management with all software, hardware (setup & printers) and network issues. Support was provided telephonically, one-to-one (predominantly) & remotely. I was employed to oversee the implementation and then management of a custom written system (point-of-sale, accounts and inventory management). General duties included all-level support, network installation and administration, data management (file server and shared accounting & payroll applications), back-up and virus protection policies, email server management and Internet proxy administration and Linux installation and administration as well as MS Office (95, 97 & 2000) installation, support and training. Show less

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  Chippy's soft furnishing

  Oct 2003 - Aug 2005

  Information technology support manager

  I was the IT Manager of this Interior Decorating/Soft Furnishings Manufacturing company where I provided 1st / 2nd / 3rd Line Support. I was in charge of the entire computer function and supported the Administration Department, Accounts Department, Sales and Management. Support was provided telephonically, one-to-one & remotely. General duties included all-level support, network installation and administration, data management (shared accounting & payroll applications), back-up and virus protection policies and MS Office (2000, XP & 2003) installation, support and training. Show less

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  Royal bank of scotland

  Oct 2005 - Nov 2007

  Service desk analyst

  I provided 1st / 2nd line support to users of the RBS Group of Companies (RBS, Natwest, DirectLine, Churchill, Coutts, First Active, Ulster Bank etc ). Support was provided over telephone and remotely.• General Windows (NT, 98, & XP) and MS Office (word, excel, powerpoint & outlook) support in the form of how-to’s and configuration.• Basic user profile management through Active Directory• Hardware and Software procurement (RBS iBUY)• Backups and Restores through IBM Tivoli and Legato Networker• Financial and Banking bespoke application support Show less

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  Eversheds

  Nov 2007 - Aug 2008

  Service desk analyst

  As part of a busy service desk I provided 1st / 2nd line support to users in the firm’s UK, Paris and UAE offices. Based on an ITIL framework, support was provided over telephone and remotely.• General to Expert MS Office (word, excel, powerpoint & outlook) support in the form of how-to’s and configuration – new starter Outlook training.• General support provided for BigHand Digital Dictation, Carpe Diem, Hummingbird DM5 as well as multiple bespoke Legal Support Applications• Provided specialized Incident and Problem Management Show less

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  Brethertons solicitors llp

  Oct 2008 - Feb 2010

  Application software developer / service desk analyst

  Reporting to the IT Manager I provided 1st/2nd and 3rd line support to all users in the firm’s 4 branches in Rugby and Banbury. Support was provided via telephone, remotely and face-to-face.• General to Expert MS Office (word, excel, powerpoint & outlook) support in the form of how-to’s and configuration. MS Word styles, macros creation (VBA), formatting, templates, document recovery etc.• Maintained & Administered Big Hand digital dictation for both Fee Earners and Support staff. Headed the project to upgrade application (client, server and database).• Maintained & Administered Legal Application Software (time keeping, document management etc) as well as Case Plan creation / coding (IRIS ECS)• Maintained & Administered (hardware and OS level) Server environments which included Active Directory, Exchange, DNS & DHCP, Websense, Backups and Restores on a user platform provided through Citrix Presentation Sever & XenApp Citrix Client • Was responsible for the procurement, installation and configuration of new hardware (servers, pcs and laptops)• Maintained and Administered the desktop environment (XP & Win 7)• Set up presentations, video-conferences and webinars. Show less

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  Faccenda group ltd

  Feb 2010 - Feb 2011

  Senior service desk analyst

  I was part of a two man team providing 2nd and 3rd line managed infrastructure support to two companies which consisted of 3 processing plants, 2 mills, multiple farms and hatcheries and an ultra-modern debt collection agency call center (Direct, Legal Collections Inc). Support was provided via telephone, remotely and face-to-face based on an ITIL framework.• General to Expert MS Office (word, excel, powerpoint & outlook) support in the form of how-to’s and configuration. • Maintained & administered both companies Intranet sites hosted on Sharepoint• Maintained & administered (hardware and OS level – 2003, 2008, 2008R2) Server environments which included Active Directory, Exchange, DNS & DHCP, Terminal Services, Backups and Restores, Hyper-V clustering and failover management, SAN storage volume management and VPN configuration.• Maintained and Administered the desktop environment (XP & Win 7)• ISA firewall management and configuration• Was responsible for the procurement, installation and configuration of new hardware (servers, pcs and laptops)• SQL server administration in the form of basic scripting, DB creation and fault finding• Responsible for telephony with regards to installation new extensions, LIM patching and transferring extensions. Assisted with introduction of VoIP / VLAN tagging.• Set up presentations, video-conferences and webinars.• Provided out-of-hours cover, involving monitoring and taking point of contact/ownership lead and troubleshooting/resolution roles on critical issues, ensuring maximum systems availability at all times Show less

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  Oracle

  Apr 2011 - Mar 2015

  Support team supervisor / team lead

  Hands on technical supervisor of 2nd & 3rd level support teams.Providing ITIL based 3rd level application support of the Retail-J EPoS Multi-Channeled solution for a variety of well-known stores in the UK, Europe and the US (examples include Pandora, Hamleys, French Connection UK, Wilko)• Designated First Point of Contact for customer as well as working closely with account managers, customer relationship managers and project managers to ensure efficient and effective service and solution delivery.• SQL server administration (Performance monitoring, troubleshooting and tuning of Indexes / triggers, T-SQL and stored procedures)• Oracle administration in the form of scripting, DB maintenance and fault finding• Investigate, Identify, replicate software bugs and raise with internal/external development teams• Analyse and investigate failures with bespoke interface engines between the customer head office systems and Retail-J• Apache Tomcat server administration, Javascript and batch scripting• Mentor and support for 1st and 2nd level teams• Provided out-of-hours technical cover, involving monitoring and taking point of contact/ownership lead and troubleshooting/resolution roles on critical issues, ensuring maximum systems availability at all times Show less

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  Graphnet health

  Mar 2015 - Apr 2021

  Service desk manager

  • Leading the entire support function with Graphnet Health whilst providing high-level technical support.• Designated First Point of Contact for customer as well as working closely with all stakeholders to ensure efficient and effective service and solution delivery.• Team management (resource allocation, incident management, performance evaluation).• Provide 1st, 2nd and 3rd level application / technical support to the customer base (SQL, IIS, MS Server Technology, Networking) as well as general internal IT support (AD, Azure, O365).• Analyse and investigate failures with bespoke clinical data interface engines between the customer systems (HL7, JSON, APIs).• Mentor, coach and support for 1st, 2nd and 3rd level teams.• SLA / KPI reporting and analysis.• Adherence to ITIL and Agile processes (Change and Incident / Problem Management).• Provided out-of-hours technical cover, involving monitoring and taking point of contact/ownership lead and troubleshooting/resolution roles on critical issues, ensuring maximum systems availability at all times. Show less

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  Retail merchant services

  Apr 2021 - Oct 2021

  Interim major incident manager

  > Developed Incident Management process in line with business and industry standards.> Point of contact for all major incidents.> Fully accountable for the overall quality of the IM process and overseeing the management of and compliance with the procedures, data models, policies, and technologies associated with the process.> Working with all stakeholders to ensure effective incident resolution.

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  Oxehealth

  Oct 2021 - Oct 2024

  Software configuration / support manager (algorithms)

  > Leading the Research Operations team, coordinating and continuously improving the deployment and support of algorithms to customer sites from contract through to live> Leading 2nd and 3rd level application / technical support to the customer base> A member of the Extended Leadership team, working directly with the Leadership team, steering the organisation to achieve its goals and objectives.> Deployment and administration of Zendesk Service Desk transforming the Research Operations support function and dramatically reducing the SLA failure rates with improved incident management as well as internal ticket tracking and resource allocation> Leading and optimising the algorithmic delivery process> Hands on management and support of bespoke application and platform (Saas via AWS)> Team management (resource allocation, incident management, performance evaluation).> Mentor, coach and support for 2nd and 3rd level team members. Show less

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  Sofico

  Oct 2024 - now

  Implementation consultant