IT Support Technician

• Aug 2021 - Present

Help Desk Specialist

• Aug 2016 - Aug 2021

Supporting RDL risk management software Responsible for logging and co-ordination of incidents through to resolution including 3rd party suppliers. Documenting, updating and developing problem resolution procedures and processes. Maintain, and communicate knowledge base information and known issues. Creating and updating customer configuration and installation documentation QA testing new updates and new releases of applications. Installation of RDL Software on customer sites, locally and using remote software. Creating and renewing software licence. Assisted in setting up of a new helpdesk system (Zendesk) Responsible for keeping support servers and software up to date. Ownership of MS Azure Hosting environments, Create, backup and restoring virtual machines. Keeping all training laptops up to date with latest software and windows updates. General office admin duties. Show less

Customer Support

• Jun 2010 - Jul 2016

Supporting CSC Healthcare software primarily Radiology & Theatres Applications. Responsible for logging and co-ordination of incidents through to resolution including 3rd party suppliers. Documenting, updating and developing problem resolution procedures and processes. Taking ownership of issues and to ensure they are resolved within agreed timescales. Administering and maintaining clinical database’s including fault investigation, corrupt databases, speed and performance issues On-call 24X7 support, responding to system/Oracle database failures and following through to successful resolution. To liaise with other departments should problems occur with interface or DBA Show less

Support Analyst

• Dec 1999 - Jun 2010

Helpdesk 2007- May 2010 Support Unipart's Garage Applications. Logging and co-ordination of incidents through to resolution including 3rd party suppliers. Documenting, updating and developing problem resolution procedures and processes. Producing and testing monthly updates to applications. Producing daily, weekly and monthly reports. Assisting in other departments as and when necessary. Service Desk1999 – 2007 To provide effective and timely 1st level support to all customers within the Unipart Group of Companies utilising all desktop services, systems and applications provided through the UGC infrastructure. Responsible for logging and co-ordination of incidents through to resolution including 3rd party suppliers. Documenting, updating and developing problem resolution procedures and processes. Producing and testing monthly updates to applications. Producing daily, weekly and monthly reports. Provide training for new and junior members of staff. Assisting in other departments as and when necessary. Show less