Experience

North of England Commissioning Support

• United Kingdom
• Hospitals and Health Care
• 1 - 100 Employee

• ICT Trainer

  • Jul 2014 - Present

  Training staff on IT based systems. Maintaining training records. Building database systems to manage patient care.Video capture and editing. Training staff on IT based systems. Maintaining training records. Building database systems to manage patient care.Video capture and editing.



South Tyneside District Hospital

• Clinical Systems Training Officer

  • Jul 2013 - Jun 2014

  Training hospital staff on all Clinical Systems Training hospital staff on all Clinical Systems



NHS South of Tyne and Wear

• Hospitals and Health Care
• 1 - 100 Employee

• Senior ICT Service Desk Analyst

  • Aug 2008 - Jun 2013

  Supervising and supporting team of 6 staff in their role as Service Desk Analyst.Excelling within a customer service role.Supporting specialist applications installed across the region.Creation and administration of user accounts using Active Directory.Troubleshooting and resolving IT related issues to maintain a first time resolution rate of over 60%Involvement in the Service Desks accreditation to a 2 star status with the Service Desk Institute (SDI)1 to 1 desk-side training new members of staff in the service desk role.Dealing with difficult customers and complaints.Managing the service desk side of new projects taken on (SafeBoot Encryption, IP Optomise etc.)Communicating with other teams to ensure customer service was maintained to the highest possible standard.Creating and running statistical reports using Microsoft excel and word to analyse performance of Service Desk analysts and trends of incoming calls.Managing and training staff on the implementation of new project software (CMC SanDisk etc.)Providing support both first and second line to users via remote access and by visiting users desks to investigate and resolve issuesAdministration of various specialist Healthcare systems.



Hewlett Packard Enterprise

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• IT/Customer Services Trainer

  • Sep 2005 - Jun 2007

  Carrying out training for new staff on all varying IT systems including Microsoft products and more specialist software such as Computer Associates Service Desk call logging tool.Train the Trainer events to learn new products for teaching in the live environment.Creating training packages for delivery across multiple environments, including 1 to 1, classroom based and via a video conference to in excess of 100 people across the country.Creating training plans to suit the needs of individuals and their job roles via analysis of their skill levels, knowledge and job roles.Assessing knowledge levels of new staff during the training process to ensure that correct level of training was delivered.Implementation, testing and training on a new networking infrastructure for use in a mobile environment.Introducing staff to the organisation by being the initial point of contact for new staff by using an in depth PowerPoint presentation to explain the structure of the organisation. Involved in an IT Outsourcing organisation which achieved World Class status with the Helpdesk Institute.Training new staff on the use of various applications including localised systems (i.e. Vantive Call Logging System) and Microsoft applications.Introducing customers to and supporting them on specialist systems within the County Court, Family Court, Crown court prosecution and Jury Service system.Training new staff on customer service techniques and how to identify, understand, and deal with different customer types.Meeting customers to display the new systems being supported by the helpdesk.Implementation and training of customers in classrooms and one to one at their local sites nationally on the use of a nationwide upgrade of hardware and software services



EDS

• Egypt
• Information Technology & Services
• 300 - 400 Employee

• Senior ICT Service Desk Analyst

  • 2001 - 2006