Matthew Owen
IT Support Team Leader at HSDC Alton- Claim this Profile
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Bio
kyran sumner
After moving into the new office and being the only one in my team, I was initially worried, but matt and the rest of the group treated me amazingly and made me feel welcome! working them for over 2 years I am very sad to be leaving and will miss my IT team. The Company Hotelplan is a great place to work, supported well by our owners even though we are in travel! further, The wonderful IT team is the best, a brilliant place to work in and the whole team gets along, when needed we all worked as a team, but always have time for a good laugh and joke. Recommend Matt as a manager and college!
Steven Denver
I worked with Matthew as part of the service delivery team at Thomson Local. When I joined the team Matt was quick to offer support and guidance which was invaluable when trying to find your feet in a new role. Matt is incredibly knowledgeable, understanding and most importantly for me very patient. Matt would be a massive asset for any team or organisation. I would highly recommend him.
kyran sumner
After moving into the new office and being the only one in my team, I was initially worried, but matt and the rest of the group treated me amazingly and made me feel welcome! working them for over 2 years I am very sad to be leaving and will miss my IT team. The Company Hotelplan is a great place to work, supported well by our owners even though we are in travel! further, The wonderful IT team is the best, a brilliant place to work in and the whole team gets along, when needed we all worked as a team, but always have time for a good laugh and joke. Recommend Matt as a manager and college!
Steven Denver
I worked with Matthew as part of the service delivery team at Thomson Local. When I joined the team Matt was quick to offer support and guidance which was invaluable when trying to find your feet in a new role. Matt is incredibly knowledgeable, understanding and most importantly for me very patient. Matt would be a massive asset for any team or organisation. I would highly recommend him.
kyran sumner
After moving into the new office and being the only one in my team, I was initially worried, but matt and the rest of the group treated me amazingly and made me feel welcome! working them for over 2 years I am very sad to be leaving and will miss my IT team. The Company Hotelplan is a great place to work, supported well by our owners even though we are in travel! further, The wonderful IT team is the best, a brilliant place to work in and the whole team gets along, when needed we all worked as a team, but always have time for a good laugh and joke. Recommend Matt as a manager and college!
Steven Denver
I worked with Matthew as part of the service delivery team at Thomson Local. When I joined the team Matt was quick to offer support and guidance which was invaluable when trying to find your feet in a new role. Matt is incredibly knowledgeable, understanding and most importantly for me very patient. Matt would be a massive asset for any team or organisation. I would highly recommend him.
kyran sumner
After moving into the new office and being the only one in my team, I was initially worried, but matt and the rest of the group treated me amazingly and made me feel welcome! working them for over 2 years I am very sad to be leaving and will miss my IT team. The Company Hotelplan is a great place to work, supported well by our owners even though we are in travel! further, The wonderful IT team is the best, a brilliant place to work in and the whole team gets along, when needed we all worked as a team, but always have time for a good laugh and joke. Recommend Matt as a manager and college!
Steven Denver
I worked with Matthew as part of the service delivery team at Thomson Local. When I joined the team Matt was quick to offer support and guidance which was invaluable when trying to find your feet in a new role. Matt is incredibly knowledgeable, understanding and most importantly for me very patient. Matt would be a massive asset for any team or organisation. I would highly recommend him.
Credentials
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ITIL Foundation Level
BCS, The Chartered Institute for IT -
Microsoft Certified Professional (MCP)
Microsoft Certifications -
Microsoft Certified Systems Administrator (MCSA)
Microsoft Certifications -
Microsoft Certified Technology Specialist (MCTS)
Microsoft Certifications
Experience
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HSDC Alton
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United Kingdom
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Education Administration Programs
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1 - 100 Employee
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IT Support Team Leader
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Jan 2023 - Present
Responsible for the line management of the Alton IT Support Team, managing their workloads and responsibilities, prioritising tasks where necessary, and ensuring IT support queries are dealt with efficiently, politely and accurately. Holding one to ones and annual reviews along with providing mentorship and technical guidance for all IT Technicians within the IT Services department. Working with the Head of IT Services to drive IT provision forwards in line with the college business requirements and strategic objectives. Overseeing IT projects rolled out across the HSDC sites, relocations, and providing support during Exams period. Assisting with the management of relevant budgets, and planning and executing procurement of equipment commensurate with resolving IT support requests and the improvement and strategic development of the IT estate. Responsible for safeguarding and promotion of the welfare of children, young people and vulnerable adults. Show less
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Hotelplan UK
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United Kingdom
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Travel Arrangements
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100 - 200 Employee
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Group Service Delivery Manager
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Jun 2021 - Dec 2022
Managing day-to-day operations of service desk support team. Line management of IT Team. Lead service review meetings - covering performance, service improvements, quality and processes Escalation management - focusing on communication between all levels of support (1st, 2nd, 3rd line and Dev Team). Working closely with the IT Director - providing regular updates on issues, successes, and escalations. Implementation of new ticketing system allowing clients to raise tickets via portal, (SLAs, KPIs and reporting services) and procedures (incident, change, knowledge and asset management). Improving response times, SLA and customer satisfaction overall. Additional responsibilities included key involvement in IT internal and external audits, maintaining strict DR and licensing compliance, generating risk assessments, planning scheduled backups and conducting regular testing. Show less
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Explore Worldwide
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United Kingdom
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Travel Arrangements
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1 - 100 Employee
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IT Second Line Support Analyst
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Mar 2017 - May 2021
Providing support via telephone/in person. Logging tickets troubleshooting daily issues - as well as planning and implementing IT projects to the entire business, for instance the recent Windows 10 rollout 100+ Users, implementation of the new ticketing system and printer refresh. Meeting SLA`s set by the business. Implementation of PDQ software deployment tool into the business and was involved in the recent upgrade of Exchange to 2016. Responsible for looking after physical and virtual infrastructure. Show less
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Adam Continuity
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United Kingdom
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IT Services and IT Consulting
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1 - 100 Employee
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Service Delivery Technical Operations Assistant
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Feb 2014 - Mar 2017
Providing service and support to our clients, logging and resolving support tickets/phone support upgrades and maintenance. Installations and upgrades to customer’s backup environments, configuration of hardware and liaising with the customer to upgrade their active environment. Providing service and support to our clients, logging and resolving support tickets/phone support upgrades and maintenance. Installations and upgrades to customer’s backup environments, configuration of hardware and liaising with the customer to upgrade their active environment.
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Thomson Local
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United Kingdom
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Advertising Services
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100 - 200 Employee
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Third Line Infrastructure Engineer
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Apr 2012 - 2014
Working with the team involved in the implementation of VMware Horizon and Citrix Xen desktop against set project timescales. I was responsible for remote site setup and maintenance along with backups. Working on several projects to bring the company up to date with digital media to go alongside the print media products.
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Helpdesk Specialist
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Nov 2006 - Apr 2012
Planning and implementing projects including laptop provisioning and Windows deployment to the sales teams 300 users, Microsoft Office upgrade 300 users, implementing video solution to sales, network printer replacement 50+ printers, Self-Service portal, new build Windows images, implementation of new help desk software solution for call logging and maintaining internal phone system Ericsson MD110.Customer facing and remote support to the business.
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Service Engineer
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Nov 1999 - Oct 2006
Constructed computer systems and servers, ran diagnostics and repairs of both hardware and software and installed a variety of Microsoft operating systems. Provided 1st and 2nd line support to small businesses and home users in-line with productivity goals and SLA’s. Installing and managing wired and wireless networks for small business and home users to enable better productivity. Constructed computer systems and servers, ran diagnostics and repairs of both hardware and software and installed a variety of Microsoft operating systems. Provided 1st and 2nd line support to small businesses and home users in-line with productivity goals and SLA’s. Installing and managing wired and wireless networks for small business and home users to enable better productivity.
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Education
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Guildford College Group
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St Peter's Catholic School
GCSE
Community
