Darren Gowing Email & Phone Number

United Kingdom

Basingstoke, England, United Kingdom

Basingstoke, England, United Kingdom

Basingstoke, England, United Kingdom

Basingstoke, England, United Kingdom

I am the Team Leader of the On Site Support (OSS) Team at Sun Life of Canada based in Basingstoke. My team and I are responsible for providing direct IT Support to 100 internal users from physical desk side, server back end and remote home working perspectives. In addition, we support several outsourcing partners and liaise with 3rd party support companies and corporate support teams based in Canada. I am also responsible for continual service improvement and management of large scale upgrades and improvements to the IT equipment, systems and applications. These areas are usually delivered as a team effort as a result of fantastic collaboration.I work also work alongside the business continuity manager to ensure that the business can endure any crisis and continue to deliver the same outstanding quality of service.

As the ICT Support Team Leader of an onsite team at Basingstoke College of Technology, I am responsible for the movements of the ICT Technicians and the work they carry out.I ensure that all work is assigned and dealt with in an efficient and timely manner as well as working closely with departmental staff, heads of staff and senior management on specific projects and high profile events.I am also involved in meetings with departments to discuss ICT requirements and availability to not only ensure that demands are met but that staff are using the equipment effectively to make their day to day duties as easy as possible. I report directly to the ICT Director and in his absence I assume full management responsibility for the ICT Technicians. My team and I provide hands on support to corporate staff, lecturers and students for all aspects of Information and Communications Technology for the following areas to mention a few; Resolving day to day issues with Desktops, Laptops, (both Windows and MAC), tablets and netbooks as well as reimaging of old and new machines using WDS.All areas of networking including wireless.Exchange and all areas of software both locally installed and group policy managed.Mobile phones such as iPhone, Android, BlackBerry's and also Cisco IP desk phones around the college.All printers (mainly laser and MFD) and consumables.Creating and deleting user accounts, conducting day to day account administration such as unlocking accounts, resetting passwords and assigning new roles and permissions using Active Directory as well as performing the same for all the cisco IP phone accounts.Managing the servers and network infrastructure as a whole such as repatching and punching in cabling and dealing with the weekly backups and tape changes.

I am an ICT Support Technician working as part of an onsite team at Basingstoke College of Technology.We provide hands on support to corporate staff, lecturers and students for all aspects of Information and Communications Technology for the following areas to mention a few; Resolving day to day issues with Desktops, Laptops (both Windows and MAC) and net books as well as reimaging of old and new machines using ghost.All areas of networking including wireless.Exchange and all areas of software both locally installed and group policy managed.Mobile phones such as iPhones and BlackBerry's and also Cisco IP desk phones around the college.All printers and consumables.Creating and deleting user accounts, conducting day to day account administration such as unlocking accounts, resetting passwords and assigning new roles and permissions using Active Directory as well as performing the same for all the cisco IP phone accounts.Managing the servers and network infrastructure as a whole such as repatching and punching in cabling and dealing with the weekly backups and tape changes.

Bcot - Basingstoke College Of Technology

I am an ICT Support Technician working as part of an onsite managed service team at Basingstoke College of Technology.We provide hands on support to corporate staff, lecturers and students for all aspects of Information and Communications Technology for the following areas to mention a few; Resolving day to day issues with Desktops, Laptops (both Windows and MAC) and net books as well as reimaging of old and new machines using ghost.All areas of networking including wireless.Exchange and all areas of software both locally installed and group policy managed.Mobile phones such as iPhones and BlackBerry's and also Cisco IP desk phones around the college.All printers and consumables.Creating and deleting user accounts, conducting day to day account administration such as unlocking accounts, resetting passwords and assigning new roles and permissions using Active Directory as well as performing the same for all the cisco IP phone accounts.Managing the servers and network infrastructure as a whole such as repatching and punching in cabling and dealing with the weekly backups and tape changes.

• Providing a first point of contact on a 24x7 shift basis for major clients based in the clinical healthcare sector• Dealing with reported faults, requests, changes and queries via email and telephone• Liaising with support teams to provide a swift resolution to reported issues• Providing timely updates to clients, support teams and all levels of management for major issues• Conducting Incident Management to ensure all incidents are kept regularly updated• Monitoring networks to ensure connectivity is available at all times• Performing checks on storage arrays and mail checker software to ensure that they are running as expected• Troubleshooting issues with the application that we provide to our clients and replicating issues to see them first hand

• Providing a first point of contact for major clients based in the financial sector• Dealing with reported faults, requests, changes and queries via email and telephone• Working closely with support teams to provide a swift resolution to reported issues• Providing timely updates to clients, support teams and all levels of management• Conducting Incident Management to ensure all incidents are kept regularly updated• In charge of the NOC (Network Operations Centre) initiative to improve the technical knowledge and physical capabilities on the Service Desk by ways of training, shadowing support teams and obtaining new toolsets• In charge of the Service Desk Marketing Project for which the aim is to increase client awareness of “who we are and what we do” and to build on the relationships with our clients• Reviewing policies and procedures to ensure they conform to ITIL standards• Creating and Implementing new procedures to assist in a smoother more efficient running Service Desk

• Providing a first point of contact for all clients• Dealing with reported faults, requests and queries via email and telephone• Liaising closely with engineers to provide a swift resolution to reported issues• Providing timely updates to clients, engineers and all levels of management• Conducting Incident Management to ensure all cases are kept regularly updated

Basingstoke

• Providing first line support to Centrica users (over 35,000 employees) on an ITIL conformant Service Desk, these included;• Field Engineers (countrywide)• Call Centre Agents (countrywide)• Management and Senior Management for both of the above• Liaising with offshore Helpdesk (India)• Dealing with Incidents or queries via telephone or e-mail• Adhering to a 75% first time fix rate• Conducting Incident Management, liaising with second and third line support teams• Quality Monitoring• Compliance Monitoring