David Mcdowell Email & Phone Number

London, United Kingdom

Fulham

•Providing technical support to SRC Winscribe Digital Dictation customers, IT support teams and Dragon Naturally Speaking users.•Primary Dragon Naturally Speaking consultant for the London office of SRC Winscribe.•Provide Winscribe and Dragon Speech recognition software training to customers in the legal and healthcare sectors in the UK.•Build and maintain relationships with customers and 3rd party suppliers.•Delivered multiple Dragon Naturally Speaking and Digital Dictation courses to beginners and advanced users (internal and external customers).•Responsible for testing and evaluating a range of hardware and software to be used with Digital Dictation and speech recognition solutions.•Train other technical staff within SRC Winscribe to the maintain high standard of knowledge of products

Training end users in using the Dragon Naturally Speaking software (Professional Versions 9,10,11 and Dragon Medical 10) for accessibility and productivity reasons.- Best practices- Creating customised Dragon scripts.- Troubleshooting and providing Health Checks at customer installations.- Large deployments of the application incorporating centralised profiles and shared vocabularies.- Creating new vocabularies.

London, United Kingdom

Training end users (Authors and Secretaries) in using the Winscribe Digital Dictation software and various recording devices.This training was provided from individuals to large groups within the NHS and legal companies around the country.I also provided follow up training sessions and support.I created a number of the courseware documents and slides that I used for this role.

Docklands, London

• Coordinate and manage the work of the First Line support team according to ITIL best practice guidelines to ensure full operational coverage of the service desk throughout the customers’ working day.• Provide technical guidance and advice to members of the team to ensure efficient service delivery.• Monitor team performance on an on-going basis in line with internal monitoring systems and take corrective action when necessary.• Chair weekly team meetings, produce performance management reports and provide training sessions on best practice in call handling and use of new and existing applications.• Maintain a high level of customer support through prompt response times to calls and regular updates for over 400 members of staff and visiting delegates.• Induct new users in Microsoft Office Suite, Documentum and in-house applications on a one to one basis and in group settings.• Perform service desk functions in the event of staff shortages.

• Installing and upgrading PCs for Royal Mail Offices across London.• Advising users on how to use the new operating system and software.• Configuring the new PC’s to work with the existing printers and peripherals.

• Configuring users e-mail accounts to be migrated and set up on a new Microsoft Exchange server.• Assisting users and adjusting settings in the updated version of Outlook.

• Deliver course structure and content to the Institute of IT Training Gold Partner Standard.• Devise course/student evaluation processes.• Evaluate student feedback to revise and improve course content and delivery.• Manage the exam process and book students using Pearson Vue software.• PC/Laptop rollout for a major UK hotel chain for 100 users – migration from Windows 2000 Professional to Windows XP using imaging software i.e. Norton Ghost and tailoring to individual department specification.• On site support – training end users in using remote access to MS Outlook, dial up networking and broadband.• Provide post roll out support across MS desktop applications.• Train end users to use MS Office applications.• Recovery and back up of user data.• Remote support and assistance - MS Office, Windows XP, Windows 2000 Professional.• 1st and 2nd line helpdesk support for customers and field engineers spread across several sites.

Various Branches Across London

• Provide financial advice to customers on starting small businesses.• Provide financial services/products for customers.• Leader of in-branch business development group.• Execution of start-of-day, end-of-day, security and maintenance procedures for branch computers.• Maintenance of branch printers.• Maintenance and cash balancing of ATMs.