Support Specialist

• Jul 2021 - Present

Service Desk Analyst

• Nov 2020 - Jul 2021

In this role I was responsible for 1st line answering of NHS staff queries and issues. These could range from day to day activities such as password resets to recording of outages of clinical systems.As 1st line myself and the team were responsible for fielding all incoming calls to the servicedesk and ensuring they were logged and assigned correctly. If required, incidents were chased and escalated to the relevant teamsThis role was primarily focused on Windows 10 with some Windows 7 machines and applications such as Office 2010 as well as several clinical systems in use within the trust. Remote administration was performed via Teamviewer, VNC and RDP and also some management of server side tools such as Active directory were required for day to day functionsSome issues would necessitate contacting external suppliers to resolve issues with software or systems not provided directly by the trust

Service Desk Analyst

• May 2017 - Nov 2020

In this role I along with another team member primarily were responsible for initial contact on the helpdesk for 1st and 2nd line support for all companies supported by Innovecom. This ranged from small 1 man businesses to companies with international ties. After some time my colleague left the business and I was left as the main point of contact on the helpdesk for the next year.The role covered many different aspects of I.T and involved working with other team members to successfully diagnose and resolve day to day issues as well as more severe general issues. Escalating if required to the 3rd line team members.General OS's worked within this role included Windows XP, Windows 7, Windows 10, Windows Server 2012, 2016 and also occasionally MacOS as well as both Android and AppleOS for Mobile devices. Various software both general use and customised were used including but not limited to Office 365, VMware, Outlook, Exchange, Active DirectoryAs well as individual user issues and company wide issues we also dealt with monitoring and maintaining customer servers. Daily checks were run to ensure any potential issues were captured and systems were running smoothly.Although mostly situated in our main office there were also opportunities to assist in tasks on customer sites including network patching, onsite backups, system upgrades etcAmongst new skills I learnt to be able to work with Cisco phone systems and add/amend users as well as fix issues with customers phone systems, also dealing with Cisco support when certain issues required their input/resolution. My understanding of network hardware and support was also expanded by working with team members who specialised in that field

Off work for medical reasons

• May 2016 - Jan 2017

Service Desk Analyst - Contracting

• Apr 2015 - May 2016

In this role I was responsible for 1st and 2nd line support for the South west of england assisting GP's and support staff within organisations in Bristol, South Gloucestershire, Devon & SomersetIncluding Bristol CCG, South Glos CCG, North Somerset CCG, Somerset CCG, Bristol Community Health, Bristol Dementia Partnership and North Somerset Community Partnership.as well as our own staff within the local building.This role used a variety of software and tools to perform the various support functions including but not limited to Exchange 2010 and Active Directory. Configuration and assistance with Windows 7 use including helping users adjust to the migration from XP. Service desk helpdesk software Landesk used for all service desk calls from logging of initial issues to final resolution and close off.Mobile phone, Tablet and Blackberry configuration when required for end users and support of clinical applications support for NHS staff

Helpdesk Co-ordinator

• Mar 2014 - Oct 2014

In this role I was responsible for aiding the existing Helpdesk Co-ordinator in the daily running of the company helpdesk. This was to allow a gradual transition of job title to allow the existing co-ordinator to move onto a role as a mobile engineer. This required 1st line support as well as 2nd line when required, workshop desktop and laptop repairs and builds, telephone support as in previous roles as well as site visits when required either using company vehicle or my own. I later took on more responsibilities when the soon to be mobile engineer decided to leave and I took over. This then required a more permanent move to 2nd line as new staff were brought into 1st line and establishing more in depth customer relationships for required site visits and maintenance. In this enhanced role I also started to take on site audits as more confidence was instilled with the customers and started to spend much more time out of the office on various customer premises.General responsibilities and Experience• Answering customer calls and logging calls onto helpdesk system.• Working with the small dedicated IT team maintaining good communication and rapport to ensure end users catered for fully. Using the autotask service desk to ensure service levels maintained to the highest standard from the moment a call is logged to the final solution. • Escalation of Incidents and Service Requests when required to ensure optimal quality of service delivery within ITIL guidelines to end users. • Reception of customers to the premises.• Daily checks of customer servers via monitoring service to ensure smooth running day to day of all services and notifying customers of any potential issues.• Set-up and configuration and maintenance of desktops and laptops for customers.• Customer site visits when required if issue was unable to be resolved remotely.

IT Support Engineer

• Aug 2012 - Jan 2014

Following on from the rebranding of the company and the dissolution of the existing local I.T team in response to an internal groupwide restructure I was kept on to be the single engineer on site within our Bristol office. Within this new role I was now responsible for 2nd line support for our existing 300+ end users across 3 offices in the South West region along with numerous site/project offices and throughout the larger 2500+ user global group as required whether for individual user service requests or for larger I.T projects.General responsibilities and ExperienceWorking with the rest of the IT team maintaining good communication and rapport to ensure end users catered for fully. Using our new centralised service desk system efficiently to ensure service levels maintained to the highest standard from the moment a call is logged to the final solution. Escalation of Incidents and Service Requests when required to ensure optimal quality of service delivery within ITIL guidelines to end users. Management of local IT assets including but not restricted to, printers, plotters, data cards, software etc. Rollout of new Windows 7 build to replace earlier XP build on both old and new hardware using WDS services.Daily checks of server hardware inventory to ensure smooth running day to day of all services.Set-up and configuration and maintenance of desktops and laptops for new users and existing users, configuration of user accounts for starter/leaver processes and organisation of replacements for faulty or redundant equipment as and when required. Project site visits when required if issue was unable to be resolved remotely. Provision of guidance when knowledge of a new system is required for an end user whether through a new piece of hardware or software they may not be familiar with. IT inductions for new starters to the business

IS Support Assistant

• Oct 2007 - Jul 2012

Within this role I was responsible for 1st line support to our end users across 3 offices in the South West region along with numerous site/project offices within a small local IT department of 6 other members. Under the guidance of the I.T manager I developed this role over the following years and over time learnt various other abilities. This fortunately enabled me to continue in my role when my team was made redundant and I was kept as the single IT engineer in the Bristol branch.General responsibilities and Experience1st line contact with all end users whether on site, within the local office or situated in one of our satellite offices.Management of all local assets including but not restricted to, printers, plotters, data cards, software etc. Use of the local service desk software to prioritise and assign tickets to the relevant I.T professional. Regular use of remote access tools to aid users on distant sites. Site visits as and when required, responsibilities on site included and were not restricted to – cabling of cabins, installation of site assets such as printers, plotters and networking facilities, as well as resolving user issues and replacement of faulty equipment. Working very closely with the team at all times to ensure level of service was kept high. Organised and liaised with external companies we were in contact with when required to resolve hardware/software issues.

Technical Assistant

• Sep 2007 - Oct 2007

Responsibilities of collating, interpreting, evaluating, loading and coding Rolls-Royce engine in-service data, covering the reliability, safety and logistics of Rolls-Royce Defence Aerospace engines in worldwide service. Responsibilities of collating, interpreting, evaluating, loading and coding Rolls-Royce engine in-service data, covering the reliability, safety and logistics of Rolls-Royce Defence Aerospace engines in worldwide service.

Data Entry Operator

• Feb 2002 - Sep 2007

As a data entry operator, I inputted market research data for various well known companies e.g Citroen, Nissan and The University of Bristol. I was also a main verifier of the work as well as occasionally taking part in jobs within other departments As a data entry operator, I inputted market research data for various well known companies e.g Citroen, Nissan and The University of Bristol. I was also a main verifier of the work as well as occasionally taking part in jobs within other departments

Agency Work

• Jan 2000 - Jan 2002

Addecco and Pamela NeaveI worked for a variety of companies via agencies, putting my computer skills to good use, I have worked for HSBC, Stroud News & Journal, Natwest, HMP Ashfield and Brittania Music. I worked at Natwest in the student department, tasks I performed included, setting up student loans, approving overdrafts and approving status requests for home renters. Addecco and Pamela NeaveI worked for a variety of companies via agencies, putting my computer skills to good use, I have worked for HSBC, Stroud News & Journal, Natwest, HMP Ashfield and Brittania Music. I worked at Natwest in the student department, tasks I performed included, setting up student loans, approving overdrafts and approving status requests for home renters.