Gavin Langendoen Email & Phone Number

London, England, United Kingdom

Collaborate with Stakeholders to plan and build iterative technology services that enable all colleagues to do their best work.Delivering outstanding Onboarding experiences to new colleagues to ensure they have a delightful, reassuring and inspiring start.Nurture and develop a diverse team of creative and passionate engineers who deliver best in class services and solutions to our colleagues. Enhance the accuracy and speed of information moving between Business Units, Functions and Services using automation solutions that reduce the need for human intervention.

Staines, Surrey, United Kingdom

Provided outstanding technical guidance, education, and support to over 800 VMware colleagues in the UK and NEMA. Created an engaging and collaborative environment for six engineers by serving as a mentor and escalation point. Hosted daily stand-ups and regularly chaired bi-weekly EMEA-wide engineers' meetings to share project updates and initiatives.Delivered a delightful experience at our walk-up support environment and organised larger Colleague Experience and Technology days to engage and educate our colleagues, sharing the benefits and functionality of new equipment, solutions, tools, and services. Enhanced colleague experience by developing data-driven dashboards to evaluate and present statistics such as Colleague Experience metrics, SLAs, and KPIs. Through continuous refinement of team objectives, processes and automation, I reduced the workload for equipment and peripheral requests by 80%. I also recruited three engineers to join our extended team by reviewing CVs, interviewing candidates, and providing feedback to hiring managers.Took ownership of IT Onboarding within the UK, personally ensuring that an average of 30 new VMware colleagues a month had a delightful technology experience and successful start with the company. Confirming their equipment is provisioned correctly and per VMware standards. I introduced our new colleagues to how VMware used over 20 Applications, Tools, and Services and where to find further information.Fostered trust and an ongoing dialogue with business leaders to understand the technology needs of VMware colleagues in the UK and NEMA, enabled their best work by delivering on global VMware projects in the UKCollaborated with vendors to expand services and remove logistical workload from our engineers, allowing them to make the best use of their skills in assisting our colleagues but also enhancing the service with our vendors delivering equipment requests the next working day, even same day if it was business critical.

Eastleigh

As a member of a five-person team, led migration efforts for Southern Health staff across multiple NHS Trusts domains, minimizing disruptions for staff and patientsGuided colleagues through the migration process and confirmed successful transfer of applications and data to the new domain, ensuring colleague access to required applicationsLiaised with partner NHS Trusts to identify applications for migration into Southern Health's support, maintaining functionality and access to necessary data on a per-team basisManaged replacement of equipment that did not meet Southern Health's minimum specificationsManaged preparation, deployment, and support of Dell desktops and laptops for growth and refresh initiatives across 250 Southern Health sitesSupported business as usual (BAU) to Southern Health staff across multiple domains throughout Hampshire

West Sussex County Council

Organised & deployed tech refresh of 150+ desktops and laptops to WSCC colleagues across the countyProvided BAU support of Lenovo, IBM, HP and Viglen systems to sites across West SussexManaging and organising work packages to manually deploy Office 2003 to remote, small & outstanding systems across West Sussex

Oxford, United Kingdom

Contract to complete the migration of complex and bespoke solutions to OCC’s new centralised data centreOrganising the decommission of distributed servers and migration of applications, data and user settings into a central data centreCreating and updating documentation for the knowledge base, including infrastructure diagrams using Visio

Bracknell

Working with the HP Business Process Insight team,Configured and Managing 80+ test systems running Windows XP, Server 2000 & 2003 32bit & 64bit, HP-UX, HP StorageWorks 5000 Enterprise Virtual Array and HostsImplemented VMware Infrastructure 3, ESX 3.0.2, to virtualise a number of the test systems minimising space and power usageDrafted Oracle 9 & 10g response files and Microsoft SQL 2000 & 2005 answer filesImplemented WSUS to manage Microsoft updates on 40+ systems within the test environmentCreated Standardised Server 2003 install with Service Packs and slipstreamed Hotfixes, which also installs base apps including. Symantec Antivirus, Sygate Firewall, UltraVNC, BGInfo and Java Development Kit.

Reading Borough Council

Working with the Tech Refresh team to plan and replace all 2500 computer systems at Reading Borough Council within a 5-year cycle, meeting each department’s specific requirements within RBC.Creating standardised hardware independent image using a scripted install of Windows, replacing the 15 plus individual images used for HP & Toshiba Laptops and Desktops with one image.Using Definitive Software Library & Altiris to create rapid installation packages, making support and release of software simpler and faster, including Office 2003, Citrix and software specific to various departmentsIntroduced a test environment for the development of applications via Altiris RIPs and hardware-independent OS provisioning using Altiris Deployment console, reducing deployment time by 20 MinutesPreparing Growth and Support systems for deployment to over 20 sites within Reading, BerkshireOrganising the repair and replacement of faulty equipment and disposal of redundant and faulty equipment.Ensuring that CMDB is updated during deployment and release and continually checking for accuracy, exploring ways to improve asset information collection and accuracy, including Barcode and RFIDWorking to create, manage and update procedures and documentation to ensure that the configuration Management process is working towards best practices and an ITIL process structure, Strong emphasis on identifying issues with the current configurations, identifying ways to resolve those issues, and raising RFC (Request for Change) to track and resolve those issues

Reading Borough Council

Founded the Remote support team of 3 engineers aiding 2500 staff and implementing ITIL methodologies.Strong focus on creating procedures detailing “how we work” and how to perform specific tasks.Acting as an escalation point for the ServiceDesk, providing 2nd & 3rd line telephone support roles using Altiris Carbon Copy, Altiris Deployment Server and Citrix Management Console to support colleagues. Escalation point for the service desk, facilitated 2nd & 3rd line support using Altiris Carbon Copy, Altiris Deployment Server and Citrix Management Console to over 2500 staffTroubleshooting of hardware, software & configuration issues (HP & Toshiba systems, Oki & HP Printers)Mandate to resolve all incidents possible via remote support tools such as Carbon Copy Assigned Incidents and Requests to 5 engineers, Acting as an information resource for newer staff, and other Northgate staff

Reading, United Kingdom

Escalation point for Service desk colleagues Acting as an information resource for newer staff.Working with Remedy Developers to improve and enhance the Incident logging software.

Reading, United Kingdom

Manage high-priority and Major incidents, partnering with resolving support teams and setting expectations by relaying updates and time frames to users and senior managementForm a centralised point of communication between the helpdesk, other support teams and senior management.• Producing and maintaining multiple helpdesk procedures,Adopted best-practice helpdesk methodology ITIL (Information Technology Infrastructure Library).Represented the ServiceDesk at CAB meetings, helping to ensure that changes do not adversely affect the ServiceDesk and providing information to ensure a smooth release of changes. Maintained & enhanced service desk procedures to help ensure best-practice ITIL methodology

Reading, United Kingdom

First-line telephone support role supporting over 4000 colleagues.Call pickup rate of 93% and a personal fix rate of 60%, all targeted with a talk time of 10 minutes.Highly developed customer service skills with the ability to communicate effectively, identify, log and resolve, escalate the issue if required, and set customer expectations in line with SLAs.Supported in-house and standard applications (SAP, Windows 98-XP, MS Office 97 -XP, Lotus Notes R5).Troubleshooting of hardware configuration issues (IBM & Compaq systems and Canon & HP Printer hardware).

Frimley, Surrey

1st, 2nd and 3rd line technical support to the public via telephone, e-mail & web chat for Zoom, Hayes, Phonic Pro, Truedata & Global Village brands. Supported OS’s Windows 3.x - XP, Macintosh OS8.6 - OS X and Linux.Supported hardware including dial-up modems, ISDN TAs, ADSL modems, wireless & webcams,Supported Fax/Data/Voice software, including BVRP Phonetools, Bitware Communicate, Communicate Pro and RVS-COM.

Farnborough, United Kingdom

Contract to configure systems for the high street chain ‘Box Clever' servicing and upgrading systems to meet specific build requirements with documented test validation.Contract extended to fulfil a requirement by ‘Homebase’ reconfiguring factory supplied HP Servers and preparing for deployment to their storesConfiguration of Compaq Armada Laptops and Deskpro systems for several clients