Experience

• 

  Cambio Healthcare Systems Ltd (UK and Ireland)

  • United Kingdom

  • System Engineer

    • Apr 2023 - Present
    • United Kingdom

• 

  Link Group (LNK)

  • Solutions Delivery Manager

    • Aug 2021 - Apr 2023

• 

  Insightful_Technology

  • Royal Exchange London

  • Support and Service Delivery Manager

    • Jun 2019 - Aug 2021
    • Royal Exchange London

• 

  BAE Systems

  • Project Support Coordinator

    • Sep 2018 - Jun 2019

    • Dual role within a secure export control environment involved in,SSL Certificate Governanceo Solely responsible for the governance of all SSL certificates being used by BAE Systems and affiliate global business groupso Migration of mixed data sources into ServiceNowo Relationship management of external/internal certificate authorityo Ensuring no service outages are experienced or major incidents raisedo Accurate record collection and maintenance vital to continual successo Liaising with all areas of the business ranging from technical contacts, service owners and certificate authoritieso Reporting to senior stakeholders to provide clear summaries of current statusWindows 10 Application Migrationo Assisting in the business migration to Windows 10o Ensuring the business groups are kept adequately focused on applications and their remediation planso Continual weekly meetings with Project Managers and Technical Resources to gather status updates on application and asset readiness for migrationo Provide reporting to Program managers on the business groups forward plan for migrationo Maintenance of database information of business groups specific application remediation, to be fed into automated update system

• 

  MATCHESFASHION.COM

  • Project Support Coordinator

    • Jun 2018 - Sep 2018

• 

  River Island

  • United Kingdom
  • Retail
  • 700 & Above Employee

  • Desktop Support Team Lead & Service Desk Administrator

    • Mar 2015 - Jun 2018

    Organising/structuring and maintaining a daily workload for team of six, supporting over 1000 usersProviding IT project support, information collection and strategy planningUser based training and deployment of new products and services across varied skill setsExperience in project work through an Agile & Waterfall frameworkInteracting professionally with clients and partners to achieve common company and departmental objectivesCollating monthly call trends to help drive down common incidents and problem management Management of all River Island procurement, including vendor relationship managementWorking in the field and attending satellite sites where requiredPrevious experience in Retail Systems Support and managementLeading the support team for the Retail sector of the business using the EPoS systemBecoming an SME in multiple areas, providing supporting documentation for support and CSI

  • IT Service Desk Team Leader

    • Oct 2010 - Mar 2015

    Prioritising all 1st line support tickets whilst ensuring they are assigned effectivelyProducing monthly IT Support statistics for IT Management TeamWorking alongside the 2nd line Support Team Leader and key business stakeholders to help support end users, review new technologies, develop and maintain support documentation.Manage personal and team workload and setting priorities for support issuesEscalating IT issues to 2nd/3rd Line Support Teams where necessaryContinuous professional development of the team through mentoring, coaching and appraising teams performance.Lead, motivate, mentor and coach all 1st Line Support engineers to provide excellence in their roleParticipate in 1st line team meetings with all team members to discuss latest projects, issues and team performance.Monitoring 1st line call queues, ensuring that all team members achieve agreed service levels and quality standards.Review Inventory ManagementEnsure that agreed procedures are documented and followed within the teamDocument fixes and troubleshooting techniques and provided by 2nd/3rd Line Support and distribute this information to the 1st line support team to help build individual knowledge and skill set.Any other reasonable task as advised from time-to-time