IT Manager

• Aug 2019 - Present

Project Support IT Officer

• Dec 2017 - Present

Leeds North CCG, Leeds, WIRA HouseProject Support IT Officer December 2017Responsible for ensuring national and local projects are delivered to time and to budget including the monitoring of Risks and Issues relating to the IT Project Service. Support GP Practices IT as set out in the GP It Operating Framework, working within the GP Practice on IT Projects. Support the CCGs internal IT project request process, supporting the monitoring and assuring the quality of those projects. Development of IT Project Work Requests and associated business cases aligned to CCG transformational and operational plans. Work closely with the Health and Care Hub IT Business Partner, Primary Care Manager and key stakeholders to scope out requests for new IT requirements or changes to existing systems. Act as the initial point of contact for IT operational colleagues in partner organisations across Leeds. Support Practices to deliver IT solutions under the GP IT Operating Framework. Working as part of a multi-disciplinary team with clinicians and managers to ensure digital and IM&T solutions underpin key CCG operational as well as transformational projects. Support innovation in IM&T across each CCG and its membership practices in conjunction with strategic partners as appropriate.Ensure the provision of ongoing analysis and reporting of performance of activity/delivery ofIT programmes and contracts in accordance with organisational requirements. Provide specialist advice to Primary Care on all IT issues, including delivery and development of services and strategic IM&T issues. Show less

Major Incident and Problem Manager

• Sep 2017 - Present

Identifying issues reported to the Service Desk or picked up by 3rd line monitoring to determine if an incident should be raised as an MI.Implementing and running MI procedure on all significant Priority 1 and Priority 2 calls. This involves ensuring a resource is found to investigate and resolve the issue, comms sent out to relevant parties to keep them informed of progress and resolutions.Coordinating resolutions teams to investigate and resolve Major Incidents, this includes 3rd line, management and 3rd party suppliers.Reviewing MIs once resolved to determine root cause, this can involve the raising of a problem record and the following through to prevent the issue occurring in the future and to find a robust plan to resolve the issues.Working with other to provide a permanent resolution for problems including 3rd line, management and 3rd party suppliersEnsure that MI are dealt with within SLAEnsuring that KPIs are met, creation of reports and analysis of KPIs for Managers and Customers Show less

Technical Lead

• Oct 2016 - Sep 2017

Provide Technical support to the Yorkshire and Humber Service Desk. This involves providing 2nd line Technical support in relation to networks, servers, PCs, IT Hardware, MS Office, 3rd party systems. Ensure that where required calls are escalated to other teams ie. network, server, clinical apps etc when required to proactively prevent major incidents developing and ensure that urgent calls are dealt with. Liaise with 3rd line to resolve calls that need input from multiple teams. Lead on the Major Incident function for the Service Desk; this includes raising the incident to the MI Team and then liaise with them and other teams to facilitate resolution. Act as a point of contact for Service Desk Analysts to raise issues and stand in for the Service Desk Manager when required.Creation of knowledge articles to assist analysts and customers, review existing and new KBAs created by others.Work with other team members ensure the Service Desk maintains Service Level and monitor and maintain KPIs required by the Service Desk. Mentoring and training of staff on the Service Desk. Show less

Service Management Supervisor

• Mar 2015 - Sep 2016

Manage the Service Desk Analysts to ensure calls are handled in a professional and efficient manner providing a quality service. Provide technical expertise to the Service Desk to assist in closing calls where they are unsure of how to proceed.Liaise with different teams to ensure calls, that due to their complex nature cannot be dealt with at the first line, are escalated in a smooth and timely manner. Maintain and develop relationships with different teams and customers to assist in call resolution and continual improvement. Communicate in a clear concise manner, both orally or in writing, complex issues to an appropriate level for the audience to which I am engaging.This may involve a wide range of users from Executives to administration staff. Implement new initiatives to enable the Service Desk to increase knowledge and experience. Manage queries and/or complaints that customers may have in relation to calls that have been raised and resolve these issues to a satisfactory outcome for all involved parties. Show less

Network Support Technician

• Aug 2007 - Mar 2015

Provide 2nd line support and maintenance of IT systems and hardware across multiple city wide organisations including Commissioning Care Groups, Community Healthcare, General Practice and HM Prisons. This included the installation and configuration of IT equipment along with undertaking essential system and hardware checks on business critical platforms and equipment. e.g. servers, PCs and network infrastructure. Ensure the secure removal and safe disposal of redundant IT kit in line with local Governance and National legislation. To record and maintain an accurate inventory of IT assets. Provide advice and training to all users at all levels on best practice and policies. To assist with the implementation of projects at both national and local levels such as server installations. Assist in the research, testing and development of new equipment and technologies. To work within a team to plan, manage and prioritise workloads in line with SLA requirements and local agreements Show less

Information Support Officer

• Sep 2000 - Aug 2007

Assist in the IT development planning for all Community, Primary Care Trust, GPs and HM Prisons in the West. Often taking complex information and ensuring all parties were given a clear understanding of the proposed plans. Liaise with all parties in the PCT and our suppliers to ensure that their future IT Plans were developed and taken forward. I advised the Locality Managers which areas would benefit from additional hardware and infrastructure installing. I project managed several new phone systems along with the commissioning of a new building and the services within. Managed the installation of a network infrastructure and the installation of a clinical system to HMP Leeds. Show less