Giten Kapdee Email and Phone Number
I have over 30 years of industry experience as an employee and as a business owner, I hold two bachelors degrees, one Computer Science and more recently in Youth and Community Studies, and am currently studying for the ILM Level 4 Diploma in Leadership and Management. I currently work in one of the largest high schools in the capital of Wales, Cardiff as an ICT Technician which allows me to be immersed in an educational environment.Having worked in the IT & education sectors for three decades and used all manner of Office products I am versed in most of them and more recently become proficient in the use of MS products such as Teams.In my current role at the High School which has 1900 pupils and over 300 staff I am one of three people that support the school on a day to day basis. The queries are wide and varied and so is the work. I am involved in all manner of activities from server and station maintenance to exam invigilation. I face complex technical issues which usually need immediate attention as lessons depend on the items working to simple ones of the password resetting on various systems. I manage many processes, for example, we are one of the highest users of the IRIS recording systems and I am responsible for the smooth running of this cloud based recording facility with its specific equipment. My role is at least 50 % "customer" focused where my customers are made up of pupils, teachers, Senior management team and the operations staff as well as the numerous trainee teachers. The demands on my role mean that I have to successfully understand the need of each customer and apply a high quality of service. I achieve this by “systemising the norm and humanising the exception” so I can achieve a high standard of customer service and meet the SLA’s we as a team have put in place.Due to the volume of users and variety of application used within the school I am proficient in the use of RM management console for deploying and managing server based software as well as maintaining MS Azure and exchange platforms. Over the past eighteen months my team and I were engaged in supporting and maintaining all software remotely as well supporting users working remotely. One of my biggest achievements was to create an information team/blog called “Now I Know” which is filled with video tutorials. The repository is ongoing and I am constantly adding material to this which is available to all staff and pupils alike. It has since been upgraded to a private YouTube channel for ease of access.
Cardiff West High School
View- Employees:
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Network ManagerCardiff West High School Aug 2022 - PresentCardiff, Wales, United Kingdom
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Information Technology TechnicianFitzalan High School - Cardiff Jun 2018 - Aug 2022Cardiff, Wales, United KingdomAfter successfully franchising off the business, moved onto to contracting to return to being an employee.After proving myself on the initial 3 month contract, became permanent employee of Cardiff Council based at the school.Specific Role Duties• Providing 1st, 2nd & 3rd line support for the Schools IT and Audio Visual systems.• Maintaining a high degree of customer service for pupils & staff adding upto 2000 users.• Providing training and guidance on all matters relating to IT and Audio Visual services.• Analyse, Troubleshoot and resolve IT problems on Win7, Win10 and Mac Platforms.• Manage, develop and log incidents on the FHS Service Desk tool, with the aim of resolving the majorityof incidents and requests at first point of contact.• Respond to requests for technical assistance in person, via phone or electronically.• Diagnose & resolve hardware and software issues as well as Carry out preventative maintenance tasks.• Identify and escalate situations requiring urgent attention.• Track and route problems and requests and document resolutions, communicate with users and keepthem informed of the progress of incidents or requests.• Carry out daily system checks and processes accordingly.EG. Assemblies, Setups, IRIS, etc.• Produce reports using information from the Service Desk tool.• Setup, configure and take down IT and Audio Visual systems.• Deploy and configure software using the RM management console, Windows AD & Solus DB.• Update the IT asset list of the FHS and contribute to its accuracy.• Maintain & monitor servers, print servers, network security and user management.
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Owner Of BusinessDigilogue Emporium Oct 2017 - May 2018Pontypool, Wales, United KingdomHad to return to my own business due to franchisee struggling to keep it running. Have managed to refranchise the business in order to be able to pursue a career in IT. Also contracted by VSF Global to carryout specialist IT work for their clients. Specific jobs have been as follows.Tesco Stores - 48 Tesco stores audited for software & hardware versions.Morrisons - 3 stores remove and install main servers. DWP - Blackwood site, carried out install of server as well as relocation of all IT equipment from one siteto another, over 50 complete workstations installed as part of a 3 man team of engineers.
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It Technician /Shop ManagerTech Master Services Uk May 2017 - Oct 2017Cardiff, United KingdomResponsible for the running of the Retail side of the business as well as repairing Apple and Wintel PC’s and Laptops. Logging of all customer data and managing the CRM database ensuring the logging of all repairs from enquiry to delivery of repaired item.
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It Support OperatorRoyal College Of Nursing - Company Feb 2017 - Apr 2017Cardiff, United KingdomResponsible for providing 1st line technical support for the RCN IT systems. Answering support queries and logging incidents using the RCN service desk tool. Providing user support for IT systems, troubleshoot problems and advise on the appropriate action. -
Customer Service AdvisorConduit Global Nov 2016 - Feb 2017Telesales Role promoting and providing support for the British Gas HomeCare Services. An inbound sales and service role using a consortium of bespoke & complex customer management system. -
Owner Of BusinessDigilogue Emporium Jul 2012 - Oct 2016Started my own pc repair shop following from the ending of the TechnoWise project. As part of my work on the funded project I had began to set-up shop in the indoor market to promote sales. There I discovered a big gap in the market for a PC repair shop so when I became a free agent from the last funded post opted to become self employed once more. I began by having a stall in the indoor market to now running my own high street shop. soon after opening it became very clear that we were going to be the centre for the local community for all things Digital. We repair and sell PC's, Laptops, Tablets, mobile phones and a plethora of accessories. Due to my connections with the local council we support a number of community groups and charitable organisations providing low-cost IT solutions. I still keep my youth work interests alive by providing placements to young people wanting to learn to become technicians. It is a retail outlet and our customer base consists of the local businesses as well corporate customers such as the Credit Union bank, and above all the general public.
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It Project ManagerTorfaen County Borough Council Aug 2011 - Jun 2012I helped create a project that would teach young people Not in Education or Employment to refurbish and maintain IT equipment with a view to selling to the general public at reduced cost. The TechnoWise project was aimed at creating a social enterprise which would then become sustainable. The stock, 400 pc's, laptops and monitors, was acquired from Torfaen Council to be officially refurbished and resold to the general public. This was an amazing experience as I not only worked with challenging young people but also with prisoners who were also there as part of a re-engagement programme at the end of their sentences. The whole project was very well received by the customer base as they appreciated the work of the young people and the fact that the old kit from the council was being redistributed back into the local community at affordable prices for the less affluent. Managing such a project from beginning to end proved to be a great challenge and afforded me many new skills in customer support that I had previously not learnt. -
Youth Development OfficerTorfaen Council Nov 2007 - Jul 2011I worked with young people and volunteers in partnership with 3 part time & 1 full time workers, whom I managed, employed by the Youth Service to engage young people, aged 11-25 though mainly aged 13-19. My role enabled the young people to engage in activities, get information and advice, express their views and take action to improve their area and make positive choices about their lives as they go through the transition into adulthood. My duties had the benefit of being able to work with colleagues in the Youth Service while focusing on a particular area identified as having significant needs, most of which are shared by the young people in it. There was also support from a Communities First Partnership which is committed to improving the chances of young people growing up in the area.
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It Project OfficerTorfaen Council Mar 2006 - Oct 2007The role had two functions: one was that of Digilab facilitator; which involved managing two of the three Digilabs in the borough. I was based at one of these and trained and mentored the facilitator in the other. In the other half of the role I managed two fellow Project workers and mentored five young people through the process of achieving NVQ level 2 in IT. We had anything up to 20 young people being supported at the centre at any one time. The aim was to place each individual into a place of work once the relevant skills had been attained, this involved relationship building with prospective employers and recruitment agencies alike.
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It Trainer& Business CoachSelf Employed May 2004 - Feb 2006As freelance trainer & Business Coach my selling skills were tested and improved to the max as I was reliant on my sales skills to acquire and retain clients within my coaching franchise and achieved the status of Licensed Coach with Action international, a CIPD recognised qualification. Coaching Clients were from the SME sector ranging from small retail outlets to larger SME's with a multi-million pound turnover. As for the training, all coaching clients and their staff received training, I was also associated with a number of training agencies. My expertise in training has been mainly in delivering ICT & soft skills with clients from both the public and private sectors.
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Trainer And Project ManagerBlue Star Infotech Jul 2003 - Apr 2004Recruited to be trainer and manager of a team of software engineers based in Bangalore, India. Supervised an eight member team of software engineers. Training them on telephone and customer service support techniques; additional soft skills were also covered such as time management, self development, meeting management, etc; focused on improved communications and increased the number of services being offered. This team was the first point of escalation for the end users which spanned across four European countries, UK, France, Germany and Holland.
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It ProfessionalMicrowarehouse Mar 1996 - Jun 2003Over a period of seven years at MicroWarehouse UK (MW), one of the largest suppliers of IT equipment in the UK via Mail Order, I achieved a wealth of experience in Technical Support, Marketing, Sales and Training in a technical sales environment.The most significant of these was the role of Applications Training Manager. Having already proven my abilities in Sales, Marketing and Technical roles, the natural progression was to take on a training role to be able to forward that knowledge to new and existing employees within MW. Took on the responsibility for training employees in all Applications used within the organisation. This ranged from training on the in-house order entry system to off the shelf applications such as Symantec Act!, Claris FileMaker, and the full MS Office range. A major aspect of my training was to provide the crucial product & sales training essential to all sales and marketing employees due to the diversity of the product range MW offer. In between training sessions my time was utilised writing the training material I delivered and also being the trouble-shooter for the company on all issues relating to application use. I also had the pleasure of covering the Runcorn site by regular visits to the north-east of England to support MW's Sales and Operations personnel based there.
Giten Kapdee Education Details
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Teaching -
Youth & Community Studies
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Computing Science
Frequently Asked Questions about Giten Kapdee
What company does Giten Kapdee work for?
Giten Kapdee works for Cardiff West High School
What is Giten Kapdee's role at the current company?
Giten Kapdee's current role is Information Technology Technician at Fitzalan High School - Cardiff.
What schools did Giten Kapdee attend?
Giten Kapdee attended University Of South Wales, University Of South Wales, University Of Greenwich.
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