Experience

Ceuta Healthcare

• United Kingdom
• Outsourcing/Offshoring
• 100 - 200 Employee

• IT Support Team Leader

  • Nov 2019 - Present

  Team Leader of IT Service Desk and Support Function for Ceuta Group, Key role managing support team's activities and ensuring support levels meet the Group's expectations. Team Leader of IT Service Desk and Support Function for Ceuta Group, Key role managing support team's activities and ensuring support levels meet the Group's expectations.



Future Digital

• United Kingdom
• Software Development

• Technical Support Manager

  • Jan 2016 - Apr 2023

  Future Digital are a provider of active monitoring solution for Education and Law Enforcement which ensures compliance with the ‘Prevent’ duty, and the KCSiE 2018 mandatory monitoring requirements Managing a skilled support team to ensure we provide fast, friendly and reliable service to our customers in the Education Sector / Law Enforcement. Daily tasks include: • Lead, manage and motivate the IT Support team. Encouraging personal development and communication with regular team and one to one meetings. • Hired and grew internal team with a strong work ethic providing proactive, friendly support. • Managing escalation of client issues to 3rd line Engineers and owning until resolution. • Testing, purchasing and implementing internal applications. • Server2012 - OS & application installs /upgrades, Group Policy, IIS, SQL, Firewall, DNS, Java. • Remote support of Future Digital monitoring software used in schools and by registered police offenders for W7 /W8.1/ W10 / Macs OSX / iOs • Refined processes and procedures to provide effective high quality customer support. Achievements include:  Improved internal communications by implementing weekly team meetings and team 121’s  Improved and maintained internal and customer documentation.  Enhanced processes by removing unnecessary steps increasing customer satisfaction  Implemented automation into internal helpdesk increasing productivity.  Managed customer migrations from legacy systems to cloud hosted MS Azure service.  Proactive management of customer communications during projects.  Responsible for recruitment and retention of IT support team members My goal is for the Support team to exceed customer expectations with the minimum of interactions Show less



Borough of Poole Council

• Poole, Dorset

• Senior Desktop Support Technician

  • Jun 2015 - Jan 2016

  ICT at Borough of Poole provides support service to over 2,500 Borough staff across 80 different sites. • 2nd line support, both desk-side and remote. • Senior member of a six man team supporting over 2500 users working on W7 FAT client and Xenapp THIN client. • Knowledge of Active Directory, Group Policy, Windows 7/8/10, MS Office 2007/2010, Checkpoint, Mobile Iron, Windows tablets, phones and iPads. • Application packaging and deployment via SCCM 2007. • Built and tested Poole desktop image using VMWare to be deployed in 2016 via SCCM. Achievements include:  Consistently hitting targets resolving all issues within SLA’s.  Implemented and documented new methods for imaging and deployment.  Streamlining internal departmental “move” process resulting with increased productivity Show less



Criterion IT Services

• Wimborne, Dorset

• IT Technician

  • Jul 2014 - Jun 2015

  Criterion IT is a part of the Copyrite group of companies, delivering IT services and solutions to businesses and not for profit organisations throughout the South of England. • Providing 1st to 3rd line support for hundreds of different customers ranging from small privately-owned businesses to medium sized corporations. • Providing remote support and on-site visits when required. • Experience of working in a fast-paced, pressurised environment. • Working on and resolving issues within agreed SLA’s. • Knowledge of core technologies including, MS Server SBS/2003/2008/2008R2/2012, Exchange 2007/2010/2013, Windows 7/8, Symantec Backup Exec/ System Recovery, Active Directory, Group Policy. Achievements include:  Account managing Criterion’s largest customer which was a leading London based Corporation. Show less



Connect Plus M25 Joint Venture

• IT Technician

  • Mar 2009 - Jun 2014

  Provide 1st & 2nd line support for 400 users across numerous sites including Connect Plus head office. Responsible for the support and management of 400 desktop units and all installed software. Liaise with numerous third party contacts including Northgate who host Connect Plus virtual servers. Build and maintain relationships with Connect Plus management in order to benefit from positive 2-way communication. Provide advice to the business with regard to emerging technologies. Provide documentation, user guides and training sessions when required. Daily Tasks Respond to and manage all calls raised by 1st line Helpdesk and resolve to SLA. Manage Connect Plus Active Directory schema.and Group Policy Objects. Provide administration for: MS Exchange 2007 server (500 mailboxes),McAfee EPO server V4, Cisco Call Manager V7, Unity Voicemail, Blackberry Enterprise server, Connect Plus Citrix farm (4 servers/150+ users). Communicate with IT manager and provide updates for all outstanding issues. Achievements Managed a three man team which provided a complete IT solution for ninety users based in a newly acquired ConnectPlus office. This included installation of all required hardware and software, Active Directory user accounts and Cisco phone profiles. Managed the IT service for a period of six weeks whilst IT Manager was unavailable. Assisted the successful mobilisation of the ConnectPlus joint venture which has user's on secondment from four different operating companies, providing challenging IT issues/solutions. Managed the trial and implementation of Y-Soft Safe Q secure print solution across numerous locations. Show less



Shaw Stone & Webster Limited

• Global I.T Technician

  • Jan 2006 - Mar 2009

  Provide 1st / 2nd line support locally/ desk side (600+ user's), and internationally via phone and remote tools to user's based or travelling in U.S / Asia / Middle East / Europe. Able to resolve incidents within agreed SLA requirements, whilst acting as a point of escalation. Detailed call logging within 'UniCenter Service Desk' helpdesk management system with detailed reporting for end user & senior management. Provide support for company-wide hardware - Desktops / Laptops / Blackberries / Multifunctional units / HP Laser jets / Projectors / Video Conferencing. Provide support for company-wide engineering software - installation/ troubleshooting / resolving licence issues for 50 + engineering applications. Support for MS Office 2003 / 2007. Troubleshooting of VPN / DNS / DHCP / Wi-Fi / TCP/IP network connection issues. Installation and configuration of Backup Exec & remote agents. Responsible for acquisition, allocation & maintenance of Company laptops (150+). Installation, deployment & configuration of corporate standard image. Document and develop user training guides for presentation. Weekly I.T induction presentations for new employees. Provide central authorisation / authentication for Network accounts using Active Directory. Installation and configuration of VOIP handsets. Daily reports produced to management on duties performed, tasks completed & ongoing activities to ensure efficient & effective communication within the department. Show less