Experience

Essex Partnership University NHS Foundation Trust

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

• ICT Technical Services Manager

  • Feb 2014 - Present

  Responsible for the delivery of technical support to Trust Business Systems and associated technologies including the responsibility of managing the Technical Services Team to deliver operational support, change projects and programmes. Responsible for delivering technical requirements in support of investment proposals and capital programmes/projects. Work closely with stakeholders displaying high customer service skills and overarching ICT knowledge to provide analytical and technical support to major change programs. Establishing the scope and business benefits whilst modelling and evaluating the impact of proposed changes to healthcare services, using a range of analytical and technical techniques, research methods and a sound knowledge of the healthcare business and relevant technical infrastructure. Work with project sponsors to structure problems and operate with a high level of autonomy to determine the most effective methods of responding to business questions. Responsible for managing the Technical Services Team to provide support across the support model (1st, 2nd, 3rd) to Trust system users and technical advice for the scoping and developing the requirements documentation for the implementation or change of systems and applications. Responsible for evaluating the impact of the proposed changes and provide input to the evaluation of the proposed solution options against costs and benefits. Directly responsible for providing guidance and management on the procurement of identified products, equipment, services and facilities for assigned Directorate to execute required services – from defining requirements, developing specification, project managing procurement including, engagement with Procurement Services, achieving stakeholder buy-in, sign off for bid documentation, overseeing bid evaluation, award recommendation and sign off of final deliverables/products as required ensuring they meet the defined levels of quality and value for money



NHS – Central Eastern CSU

• Compliance Manager

  • 2012 - 2014

  Responsible for the development and delivery of a comprehensive information security and governance arrangement for the CSU and our customers. Working with the senior ICT team and the information Governance team to ensure that the required standards are met.Providing system security advice and support for the customer base, advising senior managers and customers on their selection of appropriate ICT security solutions. Reviewing a range of ICT security systems, analysing their capabilities and functionality in relation to the requirements of the organisation and its customers. Responsible for the strategic planning and development of security systems whilst maintaining strong, productive and proactive relationships with security partners and 3rd parties. Working closely with the Architectural Manager to construct overall technology roadmaps ensuring compliance. Responsible for the implementation and management of the Sophos antiviral system across multiple organisations covering 14000 devices. Working with the IG team to ensure the CSU is compliant with the IG toolkit, including providing evidence to support scoring criteria which is also by our customers. Plan, supervise and complete the design and execution of vulnerability assessments, penetration tests and security audits.

• Service Desk Section Manager

  • 2011 - 2012

  Responsible for various tasks executed in support of the Service Desk team and the day-to-day operations of the Service Desk, including deputising for the Service Desk Manager and management of Service Desk staff. Responsible for the management/allocation of staff resources to ensure end user responses within SLA guidelines. Lead a team of Service Desk Analysts and remote support Engineers providing front line support for customers. This involved the management of analysts working on the Service Desk in the maintenance and support of services ensuring that service levels meet SLA requirements. Operate in the role of deputy manager of the service, monitoring and prompting improvements in performance, and managing and mentoring team members on a day to day basis.Management of technical specialists in the maintenance and support of server and network Infrastructure equipment, and ensuring that service levels meet SLA requirements. Responsible for the implementation and management of the Sophos antiviral system across multiple organisations



NHS - Essex Shared Services Agency

• Colchester, United Kingdom

• Desktop Support Team Lead

  • 2002 - 2011

  Providing effective communication route for the IT Support Team, external organisations and contracted third parties. Managing multiple teams of up to 22 Engineers, supporting a user base of 25000+ with a network consisting of 13000+ PC’s, providing advice and guidance on all aspects of the IT support environment. Covering all aspects of line management including annual PDR’s, disciplinary procedures, sickness monitoring, performance monitoring and resource management. Ensuring that the teams are customer focused and that fix and response time agreements are met and exceeded. Ensure Security of IT systems within the North Essex. Ensure adherence to connecting for health security policies and guidelines. Ensure the standardisation of software and hardware where appropriate. Compile and review documentation, policies, procedures and standards for client organisations. Attending meetings with both internal colleagues and various clients on a frequent basis. Maintain the Anti-Virus software (Sophos) for all users across Essex including creation of the Anti Virus policy documentation, installation, configuration and management of the Sophos Enterprise Console, EM Library, Child Libraries and Central Installation Directories.



NHS - North Essex Shared Services

• Colchester, United Kingdom

• Senior IT Support Engineer

  • 2001 - 2002

  Deputising for the IT Support Manager. Providing 2nd and 3rd line support on all server, network and client systems across a vast customer base. Supporting all staff, advising on technical queries when needed. Providing advice and guidance to customers. Deputising for the IT Support Manager. Providing 2nd and 3rd line support on all server, network and client systems across a vast customer base. Supporting all staff, advising on technical queries when needed. Providing advice and guidance to customers.



NHS - Essex Rivers Healthcare NHS Trust

• Colchester, United Kingdom

• Senior IT Support Engineer

  • 1998 - 2001

  Providing advanced technical support to users covering all systems plus hardware / software support to an extensive network covering approx. 750 PC’s and 300 dumb terminals. Also, to maintain the network out of hours for Accident and Emergency departments and to support IT staff on technical issues within the IT department and also within the Trust. Various Systems administration including the management of Backups, R400 / Exchange e-mail system, NT servers and Various SQL Server databases. Managing and assisting lower level engineers in day to day support calls and installations.