Experience

Essex Partnership University NHS Foundation Trust

• United Kingdom
• Hospitals and Health Care
• 700 & Above Employee

• Risk Management Analyst

  • Mar 2023 - Present



Hywel Dda University Health Board

• United Kingdom
• Hospitals and Health Care
• 700 & Above Employee

• Application Support Specialist

  • May 2022 - Dec 2022



Walsall Manor Hospital

• United Kingdom
• Hospitals and Health Care
• 100 - 200 Employee

• Digital Services

  • Oct 2021 - Apr 2022

  Key Responsibilities - To support and maintain a high level of customer service focused on the needs of staff and associated teams. Log and prioritise all IT-related Incidents and Service Requests, received via telephone, email and customer portal, ascertaining nature of fault or request, and recording Minimum Data Set in the department’s Service Desk system. - Provide First Line support and user account administration for centrally-managed and delivered IT applications in accordance with the Trust’s policies and procedures. - Participate in Continual Service Improvement initiatives for all processes. - Act as first point of contact for any Trust-wide communications from IM&T Services. - Be responsible for the reallocation of Service Desk requests to the 2nd Line Engineers, Infrastructure Engineers, - EPR, Data Quality and Training personnel within the IT Services Directorate. - Understanding a wide range of work procedures and functionality both routine and non-routine - Act as a liaison point between Informatics Technical services and application issues to ensure speedy resolution of issues. - Be responsible for and undertake system backups for Trust systems including CRIS, PACS and other Trust systems and to maintain accurate records. - Assist in support and maintenance of system upgrades including Lorenzo, Fusion, Vision and other Trust wide IT systems used by others. - To assist and effect resolution of Data Quality issues across all Trust IT Systems including Medway, Fusion, CRIS, Vital PAC. - Deal with complex and specialist information which others may have difficulty in articulating or understanding. This includes the ability to handle and diffuse potentially difficult situations where the user’s expectations cannot be met. - Support the implementation and Go-Live components of IT projects which may necessitate changes in working hours - Be responsible for maintaining appropriate documentation in line with Trust policies and procedures. Show less



University Hospitals Coventry and Warwickshire (UHCW) NHS Trust

• United Kingdom
• Hospitals and Health Care
• 700 & Above Employee

• Service Desk Analyst

  • Nov 2020 - Sep 2021

  - Provide first line technical and user support for all Trust-wide systems, and use remote support tools as appropriate to trouble shoot, resolve faults, and assist Customers with any queries. Also ensure that accurate and timely communication is maintained with users, notifying them of changes that affect the operation of supported systems. - Assist in the support of corporate computer systems covering routine housekeeping. - maintenance tasks, configuration management, incident management, change management and problem management. - Enrol users on corporate systems, - Testing functionality prior. - Assist in problem determination and resolution on ICT equipment and services, liaising with 2nd line/3rd line technical teams as well as other departments/ teams and other internal and external parties. - Ensure all service requests (via telephone, voicemail, email, form, self-service forms are dealt with efficiently, logged in a timely manner with the appropriate category, priority and assignment and annotated with a comprehensive description of the problem in accordance with Service Desk procedures. Show less



Ascom (UK) Ltd

• United Kingdom
• IT Services and IT Consulting
• 1 - 100 Employee

• Service Desk Engineer

  • Aug 2019 - Jul 2020

  Ascom give customers the means to communicate and access the information they need, to make the best possible decisions - anytime, anywhere. They are providers of ICT, mobile workflow and communication solutions for healthcare, retail, hospitality, and manufacturing organisations. Supporting clinical and patient care, staff safety and operational efficiency, Ascom are part of a global solutions provider, with headquarters in Baar (Switzerland), subsidiaries in 15 countries and 1,300 employees worldwide. Ascom are winners of the Building Better Healthcare 2018 Best Communication System Award for our nurse call system, Telligence, and the Frost & Sullivan 2018 Global Wireless Phone Company of the Year Award. My main duties in this role; - Taking responsibility and accountability assigned as per the weekly schedule of tasks rota - Logging incidents into the Ascom incident management system (JIRA) - Carrying out diagnosis - Instigate escalation process - Assist in the resolution of customer faults and incidents. - Process all handsets into the repair loop between Ascom Sweden and Ascom UK / ordering replacement handsets - Remotely log on handsets and registering when needed - Using remote access tools to communicate with customer sites and devices - Providing customer feedback and updates on incidents - Planning and despatch of engineers to site - Dispatch of service spares to site / engineer / lockup - Form part of a rota to cover Service desk hours - Review and validation of incidents closures - Write up of new and updating of internal and external documents Within this role I had exposure to the following; - Basic working knowledge of PBX systems such as Mitel, Cisco and Avaya. - DECT & IP DECT Systems - VoIP & VO-WIFI Show less



Walsall Council

• United Kingdom
• Government Administration
• 700 & Above Employee

• 2nd Line / Stock controller

  • Jun 2019 - Aug 2019

  Walsall Council provides vital services for people and businesses in defined areas. My role within the council was to provide IT support to the staff, partners and external organisations who made a difference in those areas across the borough. Main Duties entailed: - Assisting in second-line support resolutions using members of the Applications Support, Data Centre, Networks and Workstation teams. Throughout the process, maintaining regular communication with the Staff and users in order to manage customer expectations. In cases where there is significant disruption, or there is disruption to members of the public, escalate immediately through the defined route and seek guidance on what communication can be made. - Follow and implement agreed Service Desk procedures and processes. - Working as a team member in the Asset & Incident Management Team issuing stock as required: taking receipt and responsibility of deliveries and collection of equipment and adhering to the ICT disposal policy and process. - Ensuring the ICT Asset Register is maintained to reflect new installations, equipment moves and disposals - Monitoring, maintaining and reporting on stock levels. - Ensuring that ICT stock items were received, recorded, stored, prepared and issued/despatched in a timely and appropriate manner. - Ensuring that the ICT Asset Register was up to date and maintained at all times. - Providing first / second line support, advice and guidance to users of ICT throughout the council. - Issuing of stocked equipment as required for installation appointments - Ensuring service performance is within established parameters. - Assist colleagues in build, configuration and installation processes - Being responsible for personal development - requesting training / coaching of self where appropriate. Show less



Prospects

• Education Administration Programs
• 400 - 500 Employee

• Service Desk Analyst

  • Aug 2018 - Feb 2019

  Prospects transforms lives and communities through innovation and expertise in employment, skills, care and education. They give people the chance to develop their potential by giving them the advice, guidance and the skills to get into meaningful employment and to progress in the work place. Prospects support vulnerable children, young people and adults, keeping them safe, reducing risk and improving their life chances and engages with more than 7,000 educational establishments across the country providing consultancy, improvement services, awards, resources and outdoor education. As a Service Desk Analyst for Prospects, my role consists of balancing my time between taking calls and working on existing calls(tickets). The problems dealt with on a day to day basis range from simple technical issues to more complicated support issues which require problem solving and troubleshooting. This role involves assisting users with IT issues using remote desktop and on-site support. Teamwork is fundamental especially when working within a group of analysts and engineers. This role requires a team player and a helpful hand which can present in a variety of forms from assisting in an urgent call by providing knowledge or technical assistance to a complex call or simply making a cup of tea. All aspects of teamwork are valued and needed in this role. Listed below are some of the applications, programs and duties required on a daily basis: • Citrix Servers • Active Directory • Session Management Tool • Hornbill (All requests, Starters & Leavers, User queries etc.) • Microsoft Exchange Admin Console • Microsoft Outlook • Microsoft Teams • Microsoft Azure (Intune: Device management) • Microsoft Licence allocation (O365) • Setting up of mobile devices and Laptops • CRM Admin • Skype Business Server Remote access tools: • TeamViewer • UMS (Thin Client - Igels) Phone Systems: • Cisco • Skype Show less



Geek-Guru Ltd

• United Kingdom
• IT Services and IT Consulting
• 1 - 100 Employee

• Junior IT Engineer

  • Apr 2018 - Jun 2018

  Geek-Guru is an IT company which supports a wide range of companies around the UK, from SME businesses up to large multinationals. Offering IT solutions that include Windows servers, Network infrastructures, cloud technologies, Repairing / building machines and servers, Installation and support services and more. At my time at Geek-Guru, I had the opportunity to gain valuable experience and my role encompassed and exposed me to the following; • Providing telephone based tech support to clients using remote desktop support tools, • Building and repairing machines, • Loading servers and client machines, • Assisting with on-site installations, • Assisting with resolving cloud based client issues, • Setting up, updating or removing user profiles, permissions and access rights, • Working with Watchguard Firewalls, • Working with Microsoft Azure cloud infrastructure, • Working with Virtual servers & Hypervisors, • Shadowing / assisting with CRM tools. These are some of the applications used on daily basis: IT Applications: • Teamviewer • Zoho Creator • Zendesk • Powershell • Active Directory • MS Office Suite 2007-2013 • MS Windows Server 2008, 2012 • Microsoft Exchange Admin Console • Microsoft Outlook • Office 365 / Admin Console • Outlook Web Access • Encryption technologies (BitLocker) Phone Systems: • 3CX • Mobile device management systems (MDM) Show less



YEST

• Birmingham, United Kingdom

• Junior Web Designer

  • Jun 2016 - Mar 2018

  YEST is non-profit community interest company which provides a range of innovative support for children, young people and their families in a holistic way to help them maintain quality of life, prevent problems getting worse and reduce the demands and pressure for schools and other specialist support services. The main duty is taking charge of updating and curating current website. The other duties in the role involved: * Developing and upgrading the existing company website using a content management system. * Liaising with the company director and staff to determine possible improvements and key areas for development. * Addressing user complaints and requested changes * Debugging and updating broken links / outdated media * Updating the website and content This role also involves helping out with other technical issues and the setting up of user profiles and other ad-hoc tasks. Show less



Events People Inc

• Northampton, United Kingdom

• Events Person

  • Apr 2014 - Apr 2016

  Events is a recruitment agency which works with major venues and event organisers across the country. Offering different types of roles to deliver a whole range of event services. • Kiosk Assistant • Bar Staff • Fundraising • Stewarding • Event Security • Catering staff • Car Park Stewarding • Traffic Management These roles where completely customer oriented and required me to be engaging, warm and presentable to customers. Along with that, I was also responsible for serving customers whilst maintaining a sanitary and safe environment. The roles also focused on liaising with the customer and dealing with any concerns or queries. Show less



ACCR Charity

• Prospect Hall, 12 College Walk, Selly Oak, Birmingham

• Project Assistant

  • Jan 2012 - Jan 2013

  Working within a motivated team of driven, personable and target driven colleagues I learnt various communication and time management techniques as we were dealing with members of the public and always worked to meet current deadlines. Great interpersonal communication skills were essential and had to be displayed as we connected to our partners on a face to face basis. Some of the main duties included creating a project website, aiding with the maintenance of the website, creating media (photography, audio and video content), brainstorming ideas to expand workforce with colleagues through advertising, and projects with communities and local bodies such as the Birmingham Central Library. Show less