Challenging role coving support for a 22,000 user base in all IT queries and problem fixes via remote access relating to Europe's largest heath authority. Focus is on Microsoft technologies bespoke medical applications and LAN / WAN infrastructure.

Provide 1st line support to internal staff by telephone and email queries. Administer requests. Role covers support for desktops, mobile devices, printer setup and remote worker access.

Administer support tickets on logging database and raise major outage communications where necessary. Publish weekly reports relating to incident received via email and telephone. This is for a contract with Birmingham City Council for their education sites. Lease with onsite engineers.

Provide 2nd line support to national retail outlets such as Halfords, Primark, Poundland etc. with Electronic Point of Sale Software and hardware

Marston's Telecoms is a business within a business providing telecoms services nationally to pub / restaurant sites as well as contracted resellers. ( Fixed Contract)

Providing IT support on a Service Desk Institute awarded 4 star multi client service desk. Clients include BMW, Jaguar Land Rover, AO, RNIB, Vodafone, The Pensions Advisory Service, London Business School.

Providing front line IT support to one of the largest operators of restaurants, pubs and bars in the UK with approximately 1600 outlets in Electronic Point of Sale (EPOS), card payment machines and back office network system and associated software.

Major Incident Manager for a key government client 'The Environment Agency' handling Priority 1 and Priority 2 incidents to restore normal service operation minimising the adverse impact of incidents and problems on the business. Monitor calls taken by desk in the call logging database identify potential multiple user issues ensuring that they are logged, progressed, updated, authorised, expedited and resolved within the scope of the Service Level AgreementOrganise and take active part in technical audio conference calls with relevant stakeholders for on going high priority incidents.Pro–actively support Account team in managing any Major IncidentIssuing communications during the progress of a Major Incident Identifying appropriate timelines and targets for recovery actions, feedback and communicationsEnsuring that appropriate internal escalation occursEnsuring that appropriate third party escalation occursAssessing the need for appropriate handover of responsibilities to maintain optimum performance of the recovery team over an extended durationHighlighting risks and issues in actions identified during any Major IncidentContinually reviewing engagement within the recovery and identify any additional support teams, individuals or third parties who could add value or those that can be stood down. Interfacing with Problem Management to ensure that items that might have a wider applicability are appropriately managed.Reviewing and updating process documentationEnsuring that key support information such as emergency contact lists is kept up to dateAchievement noted in annual review was volunteering to work extra hours in order to cover the team being two staff members down over the daytime hour shift pattern 07:00 - 18:00. It was noted by senior management that without this flexibility the account would have risked fulfilling contractual agreements.

Undertook role on Metropolitan Police support desk performing a number of duties all under SC security clearance.Create a knowledgebase for use by service desk analysts using data obtained from previous service desk outsource supplier and edit into a logical format. Assisted in training 1st line service desk analysts at contract start up and provide on going support.Undertook role as a back office administrator creating and administering accounts for police staff rising to senior member of Routine Updates team and becoming deputy team leader for 9 analysts.A specific achievement in role was to provide a dedicated incident management function for the Capgemini project management team during a major Microsoft Windows upgrade across the whole Metropolitan Police estate with in excess of 30,000 users. This covered;Chair daily technical audio calls between client and Capgemini stakeholders.Ensure the best use of resources to support the business during rollout stages.Develop meaningful records in relation to incidents incurred during the rollout.The role of Incident manager for the Metropolitan Police service desk required (SC) security clearance.

Undertook role of 1st line Analyst for one of the top four accountancy organisations Price Waterhouse Coopers (PwC ) supporting 180,000 users working to a 75% first line fix service agreement. Awarded top analyst for availability for 3 consecutive months.Chosen to provide additional resource initially in Major incident management to cover team being one member down due to long term sick leave and then took up role within Incident management working as a team of 6

Internet Marketing consultant advising on a wide range of internet based marketing solutions, website promotion and optimization techniques to search engines.Draft website designs for approval, and visit clients nationwide and conduct quarterly progress meetings.

Technical Support Consultant acting as assistant to Technical Director in supporting sales staff and external clients on rugged mobile IT solutions for large clients including Thames Water Plc. Produce marketing literature/ adverts for technical publications such as Mobile Computing.Perform demonstrations at exhibitions and road shows.Manage and edit companies website.Attend quarterly overseas meetings with product supplier Tactile Computers in Sweden

Provide 2nd line support within a team of 3 to 120 national filed service engineers assisting on-site where necessary to contracted clients such as Ford Motors Europe.Write and deliver hardware service training covering laptops/desktops/ Servers and peripherals.Supply technical account management to major clients e.g. Coca Cola UK.

Joined company then know as Apricot Computers Limited, manufactures of PC, Laptop and Network server hardware. Originally recruited as a tester within the research and development division and then held a number of technical support based roles for various divisions rising to Customer Service manager.Main task was to provide a telephone support services to the UK dealer network and direct supplier PC World this included training PC World staff and providing technical assistance on site.Performed demonstrations at trade exhibitions e.g. The which computer show at the National Exhibition centre