Managing a team of IT Field Analysts who support a variety of systems and wide range of hardware within Branches, Support Centres and Distribution Centres across the United Kingdom.Managing rollout of hardware from pilot through to completion into branches, including overseeing the project budgets.Working with a variety of internal departments and external suppliers to ensure branches have the required support to serve customers.Act as an escalation point for any hardware issues within branches particularly when affecting trading.

Coordinating and managing a team of 10 Field Analysts across 200 branches. The team provide support for all IT aspects within branch, both procedural and technical, to ensure the smooth running of systems.My main duties are to ensure the team are available where and when needed as dictated by the needs and demands of the business. I constantly have to balance ad-hoc issues along with a major project rollout to not only ensure the business is fully supported but to ensure timelines for projects are met. I am constantly working with all areas of the business to ensure everyone meets there targets. For example, during branch refits myself and the refit team have to keep well coordinated to ensure equipment is moved at the correct time. Failure to do so impacts the refit and in turn affects the end customer further. Time keeping, communication and coordination skills are always key, and I am constantly improving mine.

Managing a team of User Services Analysts to provide support on hardware, software and procedural issues to over 2000 users.• Working closely with senior managers and other support teams throughout the business to ensure all ongoing projects are supported from the User Support Analyst team and issues and problems with appropriately dealt with efficiently • Ensuring the team provided excellent customer service to end users• Prepared and conducted my team’s performance reviews. • Testing procedures/systems and designing user guides• Recruited new team members• Maintaining third party relationships• Assist in managing the migration of Branch desktop and EPOS systems

In August 2010 to April 2011 and again in August 2012 to April 2013, I was recruited internally to a secondment role to manage the User Support Analyst team whilst the manager was seconded to a project. • Working closely with senior managers and other support teams throughout the business to ensure all ongoing projects are supported from the User Support Analyst team and issues and problems with appropriately dealt with efficiently • Ensuring the team provided excellent customer service to end users• Prepared and conducted my team’s performance reviews. I also designed and ensured the delivery of training plans for new starters in my team• Testing procedures/systems and designing user guides• Training end users and providing specific IM support on business projects• Providing on-site support when systems ‘go-live’ within a multi-site business• Recruited new team members• Configured and rolled out a replacement call logging system

Having completing an Industrial Placement at Makro in 2005/2006, I was invited back to the company to return as a permanent analyst following the successful completion of my BSc (Hons.) degree in Information Systems in 2007.• Responsible for evaluation and prioritisation of the resolution of calls depending on business impact• Providing fixes; work-around solutions and where necessary, escalation to the appropriate specialist department• Responsible for managing and maintaining the company’s SLA with 3rd party contractors • Ensuring all Front of House calls are resolved in an appropriate timeframe.• Both group and 121 training of internal customers (plus support in roll-out of new systems). UK trainer for HP Service Manager (a new call logging system used throughout the parent company, the Metro Group)• User administration • Acting up in the absence of the User Support Manager• Application support • Ad-hoc reporting• Provide On-Call Support out of hours to stores• Support Cisco Switches and routers to ensure store’s network is stable.• Coordinate within and outside of the department in the event of system failures.

The primary goal of my job was to act as the single point of contact for end users and to log, progress and resolve support calls - managing and progressing them through to resolution • Supporting end users within Four Seasons Health Care Homes and Huntercombe Hospitals with any software or hardware problems and queries• Providing hardware support included thick and thin clients, laptops, blackberries, printers and routers• Providing software support including applications such as Coda, Hours Entry, Income Processing and the Office 2003 suite• Logging, progressing and resolving support calls by remotely connecting to equipment or by visualising situations• Ensuring daily and weekly system backups were successful and taking the cartridges to an off-site storage facility• Experience of working within the Windows Server environment, Active Directory, Exchange, Veritas, Cisco Call Manager and Cisco Unity.

As part of my degree course I completed an industrial placement year. I worked as part of the company’s User Services team • Providing a first point of contact for system related queries and problems • Providing assistance on hardware and software queries• Creating ad-hoc reports using SQL• Managing user access across a variety of systems • Maintaining the company’s intranet • Providing application roll-out support