Experience

• 

  NHS England

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

  • Systems Deployment & Adoption Support Manager

    • Jan 2024 - Present

  • Systems Deployment & Adoption Support Officer

    • Jan 2022 - Dec 2023

  • IT User Support Team Lead

    • Sep 2017 - Dec 2021

    - As an IT User Support Team Lead, liaising with NHS England users utilising excellent customer service, problem solving and technical thinking skills to provide a high level of support to users across all of the NHS England estate.- Developing a weekly breakdown of ticket statistics which are presented to the whole of the ITSM team to show a breakdown of the total tickets closed per week, tickets per IT Support Analyst closed per week and the number of assigned tickets within the queues, including the development of summaries and graphs to visualise weekly progress.- Allocating and filtering tickets to IT Support Analysts and other teams, ensuring all tickets are prioritised in order of urgency/impact to NHS England specifically prioritising tickets older than 7 days, and dealing with escalations to ensure SLA targets are achieved and the escalation process is followed.- Providing guidance and mentorship to other IT Support Analysts to improve efficiency, and having excellent planning and organisational skills to ensure tickets are assigned, queue levels are maintained to a good standard and SLA targets are met at all times while collaboratively ensuring team targets are met.- Working to document knowledge and complex technical issues onto the ITSM knowledge base and resolving issues at 2nd line contact with both internal and external users of NHS England.

  • IT User Support Analyst

    • Sep 2015 - Dec 2021

    - Supporting the delivery of day to day activities by acting as a physical and remote contact point for NHS England managers and staff across the country.- Providing excellent customer focused IT service support as a team by assisting thousands of users nationwide across various NHS England sites and ensuring IT incidents are correctly reported, logged and resolved, ensuring the delivery of quality IT support services.- Resolving faults, network enquiries, managing hardware allocation and maintaining accurate records relating to provision of software/hardware while supporting users in the use of computer equipment by providing necessary advice and training.- Dealing with a varied range of software such as ATOS’ OSD & WebPDE, BT’s MeetMe/WebEx & GS My Account (In Conjunction With VOSS BVSM), Juniper Network’s Network Connect, O2’s My O2 Business and Vodafone’s VCO and MDM.

• 

  Bradford College

  • United Kingdom
  • Education Administration Programs
  • 700 & Above Employee

  • Timetabling Officer

    • Jul 2015 - Aug 2015

    - Negotiating with key academic staff on all aspects of staff student and resource requirements to enable the delivery of an efficient and effective curriculum timetable.- To identify and resolve difficulties which arise in relation to student and/or staff timetables and to anticipate/work to prevent problems with serious consequences.- Providing a wide range of professional and administrative services to the Higher Education student and academic community such as using the college system to access and modify student personal and confidential data, providing students with course information and handling data and certificates.- Dealing with student enquiries and problems face-to-face, by phone or by email, assuring the highest standards of services in resolving the issues.

  • IT Technician/IT Customer Service Specialist

    • Sep 2014 - Jul 2015

    - Providing technical assistance and support to staff/students by diagnosing and solving hardware and software faults, either in person, over the phone, or via email.- Solving technical problems such as Wi-Fi connectivity, printers/printing rights, staff/student account issues.- Dealing with incoming and outgoing laptop loans using the online R&R system.- Adhering to strict deadlines/targets and establishing a good working relationship with students/other professionals to solve any IT issues that may arise.- Using SafeCom, Active Directory, and an online fault logging system (MyIT).

• 

  Cineworld Cinemas Ltd

  • Bradford, United Kingdom

  • Team Member

    • Apr 2014 - Jan 2015
    • Bradford, United Kingdom

    - Enhancing the cinema experience of all Cineworld customers by working both alone and together within a team.- Contributing to the smooth running of the cinema and providing support to supervisors and members of the management team as required.- Replenishing stock and maintaining high standards of merchandising and housekeeping.

• 

  Green Solutions

  • Bradford, United Kingdom

  • Web Designer

    • Jan 2013 - Mar 2013
    • Bradford, United Kingdom

    - Maintaining and updating the Green Solutions website.- Using my knowledge of image manipulation software to create my own graphics.- Testing the accessibility and usability of the website with different browsers formats.- Communicating, supporting and helping colleagues, as and when required.

• 

  G4S

  • London, United Kingdom

  • Security Officer

    • Jul 2012 - Sep 2012
    • London, United Kingdom

    - Ensuring a safe and secure environment for the public by identifying their needs.- Communicating, supporting and helping colleagues, as and when required.- Remaining calm under pressure and thinking quickly to maintain a professional manner.