My role involved the following activities:• Supporting multiple services, such as the Printing and Secure Access (which granted external users access to DfE systems). This involved being the key point of contact for the service for key users and suppliers.• Managing service affecting incidents and outages - co-ordinating resolution with relevant suppliers and internal teams.• The preparation of incidents reports for senior managers following extended service outages.• Holding regular service meetings with Service Owners, including the preparation of service reports detailing service incident, outage and improvements.• Chairing service reviews with suppliers, reviewing reports on performance against SLAs and resolving service affecting issues.• Working with projects to ensure new features on my services were implemented with minimum impact to service.• Representing all changes that affected my services to the DfE change board.• Within the team I also took the lead in developing a service register of all DfE services.• I also reviewed and streamlined the standard service documentation and reports, using ITIL standards as a basis.

During this time I largely worked with a single customer – the IT developers in the EFA (Education Funding Agency) – to implement a new database system to support data modelling and data sharing:• Drawing on my SQL database knowledge I designed a system that would support the requirements of the EFA staff and developers. The developers wanted to have a system that would support different types of user access, as well as internal developer access. • I worked on the designs with the customers and then presented them to the IT design authority who gave their approval. The access model was important as we needed to implement a solution that complied with our standards but also linked into the IT’s request logging system to enable future access requests to be fulfilled efficiently. • I implemented the design, working with a project manager to install and configure some new servers at an external hosting provider. I installed and configured the database software, following the requirements.• I designed a system for their developers to access the development environment, comprising a bespoke laptop setup with all the relevant developer tools.• I worked with the customers to successfully roll the system out to 2,000 users with minimal issues.

This role involved working with the supplier (BT) to deliver a new IP Telephony system into the DfE over a number of distinct phases:• The initial phase involved me working with the supplier to rollout IPT to all users in the London site, which was completed in several stages following an initial pilot. This saw me build up a technical knowledge in this technology, and provide onsite technical and administrative support for the system during the rollout phase. I then handed the system administration to a dedicated team.• The second phase involved working as a technical telephony expert to support the tendering of a converged network contract. This started with building the telephony requirements, and I drew on my technical knowledge to fully design the organisation’s telephony standards. I then helped in the evaluation of the tender bids and worked with the selected supplier to implement the solution across all DfE sites.• The third phase involved the implementation of the ACD (automated call distribution) system to support the DfE’s call centres – this involved working with third party suppliers to understand the technology (including call recording and wallboard displays), working with the various business teams to understand their requirements, and working with BT to design a system that could integrate with the organisation’s IPT solution.• The fourth phase involved the rollout of the IPT system to the minister’s offices – they had specific functionality that was not used by other teams in DfE and they were also very high profile users. I had to design a bespoke configuration for them and made multiple presentations of this to refine the design before implementation. The rollout was completed successfully during a convenient window, with minimum impact to customers.

This involved the following activities: • Working with partners and suppliers to integrate and install new systems onto the network• Building new servers, installing and configuring SQL software, installing third party software. Where desktop clients were required I built and tested the MSI packages for deployment onto DfE desktops• Responsible for ensuring compliance with DfE standards and getting appropriate security accreditation for the systems • Documentation for each system and completed handovers to support teams• Worked with customers to oversee successful integration and customer UAT testing• Further developed my technical knowledge (windows operating systems, IIS, SQL Server, VmWare)

I worked on the second line site support team in the London office. This involved:• Resolving assigned helpdesk incidents within the centrally agreed SLAs • Using my customer skills to retain customer focus and achieve positive feedback• Developing my technical knowledge and problem solving skills• Working with my colleagues in the site support team to provide cover and support• Building up a good working knowledge of the organisation’s systems and customer base