Caroline M Email & Phone Number

London

* I Receive and process all new service items and continuous transition applications.* I study and assess the client’s infrastructure, design architecture and schema.* I study and fully understand client’s software and relational third party software linked to it.* I liaise with clients and all stake holders to ascertain applications requirements.* I was a central point of contact for service introduction for multiple IT projects.* I work with Product Managers, Project teams, Platform, 3rd parties, Developers, QMT and Piloting and the Support Teams.* I organise and attend CAB meetings and reviews.* I make decisions about a new Change within a strict deadline and set a Go-live date.* I support on-going Changes technically where required.* I follow up and make sure that all transitions are carried out as specified and agreed.* I keep all stake holders informed and notified throughout the Change process.* I crucially informing clients of Go-live dates via communications and website.* I work with the Technical Author and agree on publications.* I organise post transition reviews and outlining further future steps.* CentraStage – I use Centrastage as a tool for software releases to scheduling automatic Jobs.* SAP – I use SAP for recording activities in relation to Finance and administration.* I carry out technical implementations and configuration on some Changes.* I working alongside Service Managers and accept New items into Service* I manage Service Portfolio, and all items in the Life Cycle until retire.* I run SharePoint Workspace for all change and release items.* I report on Company Social Networking site so Transitional Activities can be seen by all.

London

* I made sure sites pick up all new DLM software automatically. Monitoring all English, Irish, Welsh and Scottish NHS sites for a successful software and patch upgrades and configuration.* DLM Sites down: I made sure that any sites that crashed during a failed installations were reversed within an agreed SLA, making sure that sites are restored back to working order within the SLA timeframe and getting the sites barred to prevent further crashes until I could investigate the cause of the failure by liaising with the developers.* I manage DLM Failure Reports, investigating and resolving escalated incidences.* I scheduled automatically Drug Dictionary & Read Codes & SIS updates for the sites and made checked that all sites were up to date at all times.* I manage barred sites, resolving the initial issues in order to get them back to normal again.* Release management – I would write Release Plans for various new software upgrades, managing the installs within either a normal time frame or an urgent deadline as a set.* Reports – I ran various reports including Excel pivot tables to measure DLM success and failure rates and others.* I liaised with the account managers and third parties (PCT/CFH/Third-party software vendors) to resolve the escalating issues that may be interfering with the automatic updates. Also the Support and Quality Assurance Teams.* I was responsible for overseeing support analysts and assisting them with the troubleshooting the DLM where possible, especially new sites.

* I worked on the Helpdesk answering and providing general technical support.* I logged items and closed an expected number of calls per day.* I provided specific technical support and escalations involving other teams or departments, while, preparing troubleshooting items to post on the knowledge base.* I surveyed and advised on hardware, making recommendations for new requirements.* Supporting Windows Server 2000/2003, MS XP professional, MS Office 2003, MS Exchange, Bureau and Enterprise Network. Also VMware and Cloud Networks* I set and troubleshoot the internet connect, remote dialing in with PC-Anywhere, VNC and Citrix, RDP, Logmein and CentraStage* I supported hardware such as servers, desktops, laptops, printers, scanners and UPSs* Active Directory – I created user accounts, and password resets and managed resources.

London

* I worked on various NHS Vision Projects to carry out preliminary work and then the actual setup and installations required.* NHS Projects included VISION2, VISION3, VISION360, DTS, XML, Pathology links, OOH, Gp2GP, VOS* I provided initial technical support to projects post-installations and setups. I prepared and wrote troubleshooting items to post on to the knowledge base for the support team.* I trained new team members joining the team and offered them start-up assistance.* I made sure new tasks are logged and all work being carried out were well documented on SAP and Spreadsheets.* I monitored the status of the projects and liaised with other support teams to ensure that work is completed within the deadline provided and managing projects priorities.* Deputised for the Projects Manager in her absence.