Jim Aitken Email & Phone Number

Norwich, England, United Kingdom

London, United Kingdom

I am responsible for the delivery, maintenance, support, stability and technical ownership of all end-user facing technologies which are essential to the running of the Crick. This includes teams managing end user device build, deployment and maintenance and on-site support and service delivery, commercial application support and enhancements, campus edge networks, telephony and collaboration services, maintaining close partnerships with facilities teams and supporting partner institutions.

London, United Kingdom

I was responsible for the End User Compute team at the Francis Crick Institute, encompassing deployment, maintenance, asset management, endpoint security and maintenance and, from November 2018, the Operational Applications team, being responsible for commercial and scientific application support and enhancements.During the Covid-19 pandemic, I ran IT operational support at the Crick, managing everything from onsite helpdesk activities to datacentre support. I facilitated many of the operational IT elements of the conversion of the Crick to a centre for Covid testing to support NHS hospitals in the London region, in addition to being instrumental in the development and deployment of self-service staff testing to the Crick and a number of partner institutions and the set-up and operation of the Crick's vaccination hub.

London, United Kingdom

I was responsible for establishing and managing the end-user aspects of the migration of 2,000 users and equipment from legacy institutions into the Francis Crick Institute, coordinating with contractors and other teams and managing a large team of desktop analysts providing onboarding support.I also established the IT Helpdesk at the Crick, establishing working practices and instituting a number of initiatives and policies to upskill helpdesk and desktop support technicians, broadening their involvement in technologies including Active Directory, JAMF and SCCM and other deployment tools, Cisco telephony and establishing ITIL and customer service principles.

London, United Kingdom

London, United Kingdom

Key achievements include: establishing the new DMG Media IT helpdesk including recruiting and training high-quality staff to achieve a consistent 75% first line resolution rate (up from 23% in 2012); working on the introduction of the ServiceNow toolset including composing and delivering training sessions and materials; the introduction and adoption of the Desktop Services Operations Manual.Key duties include: coaching, training and mentoring staff; ensuring that knowledge on new developments is shared amongst the team; acting as 'the voice of the user' to other IT teams; managing communication from IT to the wider user community; managing resourcing to ensure that support levels are maintained; third party supplier management; specifying and procuring hardware and contract resources; managing office moves and relocations; managing the recruitment, retention and, where necessary, dismissal of staff members.

London, United Kingdom

Key achievements included: assisting with the introduction of a number of different mobile working solutions, including developing policies for BYOD/CYOD and training and briefing users on mobile working techniques; instituting a programme of informal training courses after identifying a series of training disparities with the aim of insuring that all service support technicians had the same fundamental level of knowledge across a number of key subject areas.

Grimsby, Lincoln, Hull, Chelmsford, Nottingham

Key achievements included: providing on-site and remote support to users across various locations in the UK, supporting PCs, printers and servers; managing and upgrading an online photosales website; setting up the Essex Chronicle office in Chelmsford including installing hardware and training on-site support staff; assisting with the WIndows 7 upgrade project; assisting with various LAN upgrade projects; assisting with three separate redundancy consultations

Leeds, United Kingdom

Key achievements included: installing and providing ongoing support to the company's IT infrastructure (PCs, servers, printers and telephones); supporting staff and providing training where necessary; specifying and installing a barcode tracking system;

Leeds

Leeds

Key achievements included: managing a PC refresh and upgrade project for over 300 users; assisting with Y2K planning; developing business continuity plans; developing and implementing home-working arrangements; managing a large number of office moves and relocations; chaired the Information Security Working Group

Grimsby

Pgbtp, Town Planning

Bachelor Of Arts (B.A.), Town Planning