Anna Kempster Email & Phone Number

Bracknell, Gb

Windsor, Berkshire, Gb

Significantly enhancing IT efficiency and agility, first as Head of Information Technology Systems and then as Director of Information Technology, aligning IT infrastructure with strategic, educational and administrative needs. Key goals include maintaining reliable, secure IT systems for all users (staff, pupils, guests), focusing on:• Strategic IT planning and compliance, aligning with the school's digital strategy and legal requirements (data protection, privacy).• Implementing standard operating procedures for department-wide compliance.• Managing in-house systems data development, closely collaborating with software developers to create unified data access points, integrating many paper systems.• Third-party package management, ensuring integration and strict data protection practices.• Systems security and data protection, conducting privacy impact analyses for new services and managing vendor negotiations.• Facilitating user-centric systems, in line with GDPR and legal requirements.• Applying artificial intelligence for automated systems, meeting UK KCSIE and safeguarding standards.• Leading a dynamic 22-member team, focusing on professional development, customer service, and efficient call management.• Oversight of systems support, software licensing, server/data storage, communication services, server room, telephony systems, networks, internet services, cybersecurity, and helpdesk system since my tenure began.• Promoting open communication and leadership development within the department, ensuring a culture of professional growth and high engagement.• Implementing change control and management procedures, fostering a culture of openness and equal growth opportunities.Assisting with data protection issues and legal requirements, providing proactive, compassionate support and training.My role emphasizes strategic planning, compliance, innovation, and leadership, contributing to a more efficient, open, and inclusive culture.

Windsor, Berkshire, Gb

Strategic Planning:o Work with both academic staff and support departments to define strategic system needs.o Define short, medium and long-term systems strategies.Systems Development:o Responsible for overseeing in-house systems development, directing the software developer staff.o Responsible for overseeing third party systems development.o Planning and implementing data management policies.Management of third party packages:o Work with users to define systems requirements and support system selection processes.o Plan the implementation and deployment of new systems.o Ensure third party systems are ‘integrated’ with other systems and databases asrequired.Systems Support:o Oversee systems support policies and procedures.o Ensuring appropriate systems support documentation is produced and updated.o Agreeing and managing third party access, required for provision of systems support services.User centric systems:o To ensure that systems are widely available and easy to use.o Match the systems to the needs of each user group.o To develop device and operating systems agnostic systems with anytime/anyplace access. Systems Securityo Responsible for ensuring that systems are secure and protected from unauthorised access.o Work to ensure that auditable User Access Control policies and procedures are in place.Ensuring appropriate Change Control procedures are used consistently.Working closely with other Heads of Department to provide training and developstrategies to enhance the effective use of technology for teaching and learning and administration.Management of staff involved with the development and support of the systems as described above.

Windsor, Berkshire, Gb

Whilst project managing this role diverged into business analysis, required to bring the business and IT together.Working with the same team, with the same infrastructure, the role contained a lot of support to end users and dedication to ensuring good customer feedback and results for everybody involved in IT projects.IT Project Management (approx. 30% of time)• Project management of new IT systems at the school, the requirements of which will come from the IT business analysis function. • Project initiation through to project delivery and ultimately project signoff and closure.• Maintain project documentation.IT Business Analysis (approx. 30% of time)• Provide internal consultancy for the analysis, design, configuration and support for key school information systems. To include 1) bespoke development and 2) customisations/enhancements of vendor software.• Engage with users at all levels to define user requirements. • Work with users and IT so that school processes are supported by the systems available and these systems are user experience oriented.• Produce system specifications and map requirements to system features. • Develop project plans and manage the implementation of system changes and enhancements, working closely with key internal stakeholders, internal IT staff and external vendors.IT Systems Installation and Configuration (approx. 20% of time)Installing new systems and systems configuration to match specifications. Server and Infrastructure Support (approx. 20% of time)Technical management and support for server systems.

Windsor, Berkshire, Gb

In April 2012 the role as Helpdesk Manager was split from the Operations Manager role to allow more time for the Operations Manager to complete project work and give assistance to the Infrastructure Manager role. This includes monitoring and resolving server issues, finding solutions to previously unavailable facilities such as network monitoring tools, mobile print management and a move to bring your own device at Eton for students.Whilst I hadn't had an opportunity at Eton to train for further Microsoft qualifications, I worked with a vast array of products including Server 2012 R2, Server 2008 R2 services and systems, Forefront TMG, SharePoint and Operations Manager. It should be noted that Microsoft SQL Server and associated services are not part of my skill set, I have learned the basics. Education was very important and I qualified as a PRINCE2 Practitioner in March 2015 and attended a Microsoft Hyper-V course in October 2015 to ensure correct and proper support and use of the Hyper-V installation at Eton College.

Windsor, Berkshire, Gb

I was primarily employed by Eton to create a Helpdesk with Customer Service and assistance for 1300 students and 600 staff including choosing Helpdesk Software and management of Helpdesk staff including responsibility for the Helpdesk and Service Delivery. This Helpdesk is still in use and successfully supporting and assisting onsite users with both software and hardware support calls.Whilst running the Helpdesk, responding to calls and handling student parents I also organised various projects for computer replacement schemes, purchasing for student machines for parents and support for those machines for 3 to 5 years.Also responsible for Systems Administration of the largest of the domain structures, all new user accounts, secure file server share creation and administration of IIS, SharePoint and a host of other services to users at Eton. Hardware support and maintenance of the server’s onsite, including backups are also part of the role, including co-ordination with outside support companies providing parts and support onsite.I deal with both software and hardware issues easily, providing accurate reports on a situation and suggestions on the best way forward to resolve any issues. I have a very strong customer services background and like to explain strategies and ideas in a straight forward manner, making technology easier to understand for the user and upper Management, allowing them to make informed decisions.

My primary role was quite self dependent. I was a 3rd line support engineer with an aptitude for troubleshooting and resolving problems quickly. I was one of only two engineers servicing approximately 40 customer sites across the country. These range in size from 3 to 50 employees each and were maintained remotely via phone support or technical assistance on site. While these sites were supported and administered by the engineers, they were controlled by the senior members of staff working for the individual companies. There was a wide and varied selection of software packages to assist with. This included installation, configuration, maintenance and correction of any issues arising. My knowledge and experience spanned Windows NT 4 to Windows 2003 server, installation, configuration, security, remote connections to site plus client configuration ranging from Windows 98 (being phased out) to Windows XP Professional. I was often called on for call management of a situation and the customers relied on me to be available whenever they needed me. I was therefore permanently on call and ready to assist 24/7. I was extremely good at focusing on a problem remotely and guiding a user through configuration and diagnosis before visitation so that I attend site with the correct parts to resolve the issue first time. Many issues were in fact resolved over the telephone with the customer which prevented them waiting for an engineer.

My primary role was “diagnosis before dispatch” on all technical calls coming into the Customer Services Team at Business Systems Group. Included in this role was 1st, 2nd and 3rd line telephone support for contracted software and hardware. I was often called upon to research and resolve problems which the team had not previously encountered. I also covered the London Field Engineer position and often travelled to site to assist other engineers. Frequently this was because they were not qualified or needed third line “hands on” support to resolve the call. In addition I often assisted the workshop team with more complicated calls and in tracking down part numbers in order to resolve hardware issues. I provided 24/7 support for critical customer systems and remote management of operating systems. Responses ranged from customer notification, service and event management plus site visits to repair or replace failed hardware. The technical desk was also heavily involved in the maintenance and infrastructure management for Business Systems Group including users and the main group of servers. I was included in site visits by Systems Integration Engineers in order to assist with projects and also covered a site once a week to train users and resolve server, desktop, printing and general software issues. I was also providing statistics to departmental managers reporting on the incoming calls and the direction they were moved in after they were assessed, in addition to analysing the team performance with reference to the customer Service Level Agreement. In general my role reflected a lot of aspects from my previous position at Enterprise Networks Group, but in a team environment.

My primary role was Technical Support, which involved 1st and 2nd line telephone support for contracted customers and Compaq referrals, who very often had no knowledge of the product they were using. I supported other field and site engineers in a 3rd line support capacity when required, normally when the engineer had run out of options on site and was requesting more ideas, on occasion I travelled to site to assist the engineer with more complicated matters. I was required to interact through all levels of management, staff and customers explaining and resolving problems and reporting afterward. I also received all suspected faulty server equipment and was required to build and test this equipment in the commissioning area of the workshop. As a senior server engineer I was required to install Compaq Insight Manager and the SNMP agents and the remote monitoring facility on site and correct problems that arose. I completed minor project analysis including advising sales teams on which upgrades were available and sometimes required, new ROMPaqs and the problems associated with them. When a problem arose and a pattern emerged I was required to report on these aspects as well. Any customers who were known to have the same equipment were given this information to act upon as a preventative action. I completed a good deal of the internal calls for my employer setting up new accounts and assisting other members of staff with problems as they occurred, such as print queues, access to files and restoring corrupt files from backup. As a Field Engineer, my main duties included fault finding on a wide range of hardware products, troubleshooting various software packages connected to the hardware and determining the resolution of these issues to the customers’ satisfaction, which has continued into my current role. I drove throughout the UK within specified SLA time limitations to resolve hardware/software issues on laptops, desktops, servers and printers.

1st line call centre for technical calls.Accurately discerning what was required by the end user before the technician arrived to allow a first time fix.

1st and 2nd line telephone assistance to staff over two sites in Romford and Hammersmith in London.Call logging system on a white board, assistance to roaming technicians.Discerning what was required from a technician by the user prior to arrival to allow a first time fix.

Customer services helpdesk for all customer requests.

Employed as a result of performance as a temporary employee at NatWest Credit Card Services and head hunted to work for Coutts & Co, customer services for credit card department.

VISA settlement figures, filing and other office functions.

Office Junior duties

Master Of Science - Msc, Leadership, Management And Innovation

Diploma, Business Analysis

M255 - Object Oriented Programming With Java

M150 - Data, Computing And Information

T175 - Networked Living

Gcse, Gcse