Working on a dedicated team for the companys largest contract to date, I joined as a 2nd Line engineer to help fulfill the initial implementation of the contract and helped build the support structure around what became an 11 strong support desk. This has included assisting the project team in implementing and supporting the hosted environment whilst it is being deployed and dealing with the challenges of managing the Hybrid environment during that time. This has meant starting from scratch in a lot of cases and building up knowledge of bespoke tools and legacy systems. Communication with suppliers and support teams of the applications used by the customer has been an essential part of the job to help ensure that they have everything they need to work as efficiently and effectively as possible.This has also meant travelling throughout the UK to customer sites and dealing with end users face to face to assist with their issues and help implement project work.

• Providing 24/7 2nd line support managing and progressing issues for a variety of customers and contracts throughout the business. Working with teams worldwide to ensure issues are raised, progressed and resolved within contractually agreed SLA times. This included a variety of customers within the Benelux region, as well as across the rest of the EU, Asia, the Americas and South Africa.• Providing proactive application support of platforms via multiple monitoring capabilities including SCOM, SCCM, Omnibus and Check_MK. Responsible for administration of both physical and virtual windows servers via VMware vSphere client and Remote Desktop, as well as administration of Domains via Active Directory and Safenet security token authentication / distribution. • SC Clearance with Secure contract experience as part of the Security Industry Authority (SIA) support contract. Providing backend support to assist the successful operation frontend portal into the SIA (https://services.sia.homeoffice.gov.uk/) as well as the licensing portal, ensuring all security requirements such as Captcha were operational. This involved patching the various domains to ensure they were up to the latest security standards and assisting in failover activities. Providing proactive monitoring of the service, whilst helping to develop and enhance the secure monitoring capabilities for the service in its infancy via the use of SCCM, SCOM, SMARTS and the Expedio Remedy ticketing system. • 1st Line of contact Out of Hours (OOH) to a variety of worldwide customers including Benelux and BT Data Centre customers. Logging incidents, assessing priority, providing emergency data centre access, remote hands capabilities, providing communication with the security staff and engineers on site.• Service Desk (OOH) of Royal Mail Group PDA support contract including raising, progressing, fault finding and resolving PDA issues.

• Providing a Customer focused 24x7 2nd Line Service Support Capability as part of the NHS Service Operations Centre (NSOC) Team in the delivery of the BT Health Contract. Supporting Cerner Millennium environments for 32 trusts across the UK. Proactively monitoring the service via Omnibus, Topaz, RAD and other BT developed/configured tools. Managing both front and backend services for the contract via the use of Unix AIX, Citrix and Cerner Command Language (CCL) scripts to produce adhoc/scheduled detailed reports for Trusts and Users. Providing incident management for any associated servers delivering end-to-end application support• Attending major incident calls and working alongside various support teams to resolve high priority issues within strict SLA's.Telecare / Telehealth Service Support• Monitoring and health checking live service for the Telecare / Telehealth platform, providing 24/7 support for the entire service. Ensuring emergency device calls are being received and transmitted through to the helpdesk operators successfully and making sure they had full availability of all applications required to take and receive emergency calls and manage emergency incidents. This also involved performing any planned or unplanned service failover activities for the service.Service Desk Analyst (Out of Hours) • This was covering any out of hours calls that may be received from the trusts regarding service affecting issues. Raising incidents and progressing them OOH through to resolution. Communicating directly with the end users and providing technical support to assist with their issue.

BT Higher Modern Apprenticeship (HMA) • Experience on various teams within the Customer Experience Management Centre (CEMC) Covering - 1st Line, 2nd Line, Networks, Major Incident Management (MIM), Ready for Service (RFS) and Openreach/Group/Global Services CSOC’s monitoring various contracts and performing incident management responsibilities• Most experience gained on the Openreach, Group and Global Services CSOC’s. Working on the Openreach CSOC for the best part of 2 years. With experience in progressing incidents, using monitoring tools, running change calls, managing change calendar, improving change process, producing weekly reports, producing external communications and some experience in running conference calls for high level incidents. • Involved in a number of improvement projects for Openreach CSOC including efforts to improve the team’s ability proactively monitor business critical systems. I was also part of an on-going effort to improve the change process within the Openreach CSOC and throughout the CEMC, where we looked to improve the Single Point of Contact (SPOC) process. The target for this was to ensure that all ASG’s are to call the service management teams before and after the change to help clarify the success of changes, ensuring a clear start and end point to the change timeline. Since beginning the project the SPOC call percentage had risen from around 60% to approximately 80%, resulting in a much more streamlined and efficient approach to change management.• During the last 6 months of the apprenticeship I was acting Global Services CSOC lead Service Operations Team Member (SOTM) which involved managing progression and escalation of incidents, producing handover documents, managing change calendar, change calls, composing stakeholder communications and chasing ASG groups when issues arose.

Working weekends and additional hours during holidays whilst attending 6th form and college. Provided customer assistance throughout the store.Providing stock count and replenishment. Assisting in baking and producing bakery goods.