Nick Serioux-Smith

Experience

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  Anglia Support Partnership

  Mar 1997 - Jan 2004

  IT Support Technician
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  Norfolk Community Health and Care NHS Trust

  Jan 2004 - Oct 2015

  Desktop Engineer

  As a senior desktop engineer I perform 2nd line Service Desk duties including remote work and site visits. I provided on-site cover at over 142 locations geographically spread around Norfolk. I autonomously managed my workload and ensured that incident rates were maintained within the SLA. I represent Support Services at IT departmental meetings and with customers and 3rd Parties. I also take on various project work and have recently completed a 2 year a secondment as the Mobile Working Technical Lead (see below). I developed and maintained PC and laptop imaging to ensure a consistent build across the organisation. I latterly championed this to become BAU for the organisation. I regularly communicate with suppliers’ support teams. I have experience on a day to day basis of McAfee endpoint encryption, Sophos endpoint security & control, SCCM, Active Directory, Zenworks and Hornbill’s Support Works, Citrix Presentation Server, Snow, Office 2003, 2007 & 2010, SystmOne, Mitel’s VOIP phone system and Avaya IP Office. I have been responsible for numerous procedures which provide staff with comprehensive supporting documentation, to help ensure a positive and consistent customer experience. Other innovations I have introduced include the Systems Status Page which I designed to improve end user experience and inter-team communications. This has since been included in SLAs. Show less

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  Norfolk Community Health & Care

  Feb 2013 - Apr 2015

  Mobile Working Technical Lead

  As the technical lead in the £2,500,000 flag ship Mobile Working project, I defined the technical specifications and standards for mobile devices, aligning the project with business needs. I facilitated user groups to build a vision of how they’d like to work in this area and how technology can support it. I researched a short list of suitable devices by sourcing kit from manufacturers and performed in excess of 200 tests throughout Norfolk to enable business alignment with customers and clinical leads as the nature of their work is the main driver of the project.Major involvement from the customers enabled the first ever cohort of users to use roaming SIMs, connection persistence VPN solutions (Net Motion) and offline solutions in the patient’s environment. This included migration over to Windows 7 allowing us to benefit from Solid State Drives and touchscreen support. This has encouraged other cohorts to adopt this technology.I’ve had the responsibility to feedback potential performance failures before they became critical and fed these into the RAID log. I identified solutions to discuss with clinical and interdepartmental colleagues, external suppliers and raised requests for change as appropriate. As these devices were the first in our enterprise to be using Windows7, I pioneered the Windows 7 build (in the latter stages of the project I translated this into a task sequence for SCCM). With my background of support service delivery I view handover documentation as crucial and I ensured relevant documentation was provided and a close relationship kept with support staff to ensure knowledge transfer in line with the timescales of the project plan.I was the customer services escalation point for mobile worker issues during the initial rollout and training phases to our 1200+ clinical staff (40% of the Trust’s workforce) across the whole of Norfolk. I represented the mobile working side of the IM&T department at road shows and during user acceptance testing. Show less

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  AT Veterinary Systems Ltd

  Nov 2015 - now

  IT Customer Support and engineering team