I initiated the ITOM Service Desk recruiting new Support Engineers. This involved developing processes and procedures that would ensure that any customer issues were progressed and resolved in line with agreed Service Level Agreements. I formulated Key Performance Indicators and reported upon these to Senior Management.I provide day-to-day management to the ITOM Service Desk and the Engineers that make this up. Performance reviews and regular one-to-ones are conducted to ensure that the… Show more I initiated the ITOM Service Desk recruiting new Support Engineers. This involved developing processes and procedures that would ensure that any customer issues were progressed and resolved in line with agreed Service Level Agreements. I formulated Key Performance Indicators and reported upon these to Senior Management.I provide day-to-day management to the ITOM Service Desk and the Engineers that make this up. Performance reviews and regular one-to-ones are conducted to ensure that the Engineers are comfortable with their duties and that any issues, such as training requirements, are addressed accordingly. The need to foster a strong relationship with third-party suppliers is paramount and conducting regular evaluations of on-going issues to ensure that both the Service Desk and the Suppliers were fully committed to providing solutions and within agreed timescales is a key aspect of my role.More and more as the role expanded, I now work very closely with both current and prospective customers so as to understand their business needs and requirements and provision them with technology that can fulfil these. This requires strong technical knowledge and interpersonal skills that allow me to build a relationship of trust. Where solutions to issues are not available at that time, I work to understand the need and then in tandem with Developers produce the future application road map. Show less

I provided leadership and guidance to a team of Support Analyst with the aim of providing high quality support for implementations and on-going usage of IT Operations Management software. I worked with third-party suppliers to ensure issues were progressed and resolved efficiently. With the application in its infancy, I needed to deep dive into a customers structure and quickly grasp an understanding so that their needs could be addressed and solutions provisioned. This required a highly… Show more I provided leadership and guidance to a team of Support Analyst with the aim of providing high quality support for implementations and on-going usage of IT Operations Management software. I worked with third-party suppliers to ensure issues were progressed and resolved efficiently. With the application in its infancy, I needed to deep dive into a customers structure and quickly grasp an understanding so that their needs could be addressed and solutions provisioned. This required a highly technical skill set with strong knowledge of networking needed. Show less

Working within a Service Desk environment, I provided a single point of contact and expertise for our newly launched IT Operations Management software. This involved me working with Development Engineers and Product Management utilising gathered customer input to assist with the future road map of the product.

I worked in tandem with the Service Desk Manager to provide leadership and guidance to a team of Service Desk Analysts. This involved ensuring that a 24/7 support model was provisioned and that a high quality of support was delivered to our customers. Service Desk Analysts skills were constantly evaluated and plans generated to deliver required training.

Support of the assyst suite of applications running on a variety of Windows, UNIX, and Linux platforms. Investigate, diagnose and resolve database issues on one or more of SQL Server, Oracle, DB2 or mySQL. Progress and resolve installation, configuration and performance issues with JBoss or WebSphere application servers. Work with third line resolver groups, both within and out with Axios, to provide a seamless support service to customers. Comprehensive working knowledge of… Show more Support of the assyst suite of applications running on a variety of Windows, UNIX, and Linux platforms. Investigate, diagnose and resolve database issues on one or more of SQL Server, Oracle, DB2 or mySQL. Progress and resolve installation, configuration and performance issues with JBoss or WebSphere application servers. Work with third line resolver groups, both within and out with Axios, to provide a seamless support service to customers. Comprehensive working knowledge of ITIL®Administration, configuration, deployment and sizing of J2EE systems - JBOSS Show less

I provisioned on-site and remote technical support to a large team of users ensuring that they were able to fulfil their duties. Both hardware and software support were offered. Part of the role involved me gaining a knowledge of the financial and insurance sector

As the employer was a supplier of computer hardware and consumables, I was recruited to provide first-line technical support to customers. This involved both remote support and on premising installation of equipment. I also built the companies first website and installed their LAN within their premises.

The company processed large volumes of paper-based medical data and I was charged within ensuring that these were recorded and computerised by a team of Data Entry Clerks. As the received data, being of a medical nature, was highly confidential data security was paramount.As my role within the company expanded, and my knowledge gained from the day release course that the company enrolled me within, I took on more responsibilities. These included the first line IT support of the employees… Show more The company processed large volumes of paper-based medical data and I was charged within ensuring that these were recorded and computerised by a team of Data Entry Clerks. As the received data, being of a medical nature, was highly confidential data security was paramount.As my role within the company expanded, and my knowledge gained from the day release course that the company enrolled me within, I took on more responsibilities. These included the first line IT support of the employees and their use of IT equipment. I was also responsible for the purchase and control or computer consumables. Show less