Joe Braden Email & Phone Number

Godalming, England, United Kingdom

• Visit clients for planned visits, floor-walking, interacting proactively with IT users and supporting them with any IT queries.• Deal with a wide variety of users and businesses, from small to large, corporate to charity, IT savvy to the technically challenged.• Manage my own case load, escalate calls to 3rd line and senior colleagues and liaise with third parties to find a speedy resolution to client’s issues.• Research issues for which I don’t have an immediate answer.• Work alongside the wider ramsac team, to manage client issues that might need input from other stakeholders.• Maintain and develop technical skill set to ensure that our solutions remain at the cutting edge.• Perform ad-hoc remote machine setups.• Produce site reports for clients.

Epsom, England, United Kingdom

• Server infrastructure management, ensuring monthly updates and server upgrades were completed on time with minimal customer downtime.

Epsom, England, United Kingdom

• Advanced stock control and asset management for all IT resources and hardware.• Supervision of local IT resources, including the training and support of deskside support staff and contractors.• Monitor both Incident and Request queues, ensuring both are dealt within SLA agreements, and to a high standard, adhering to best practise whilst doing so.• Build advanced relationships with key office customers.• Help users with the new meeting room technologies, including training Corporate FM staff to help them feel more confident.• Encourage team development and learning by setting up a group accessible team resource to share knowledge of important processes, information and fixes to enhance everyone’s ability to resolve or troubleshoot incidents rapidly.• Further duties as below.

Epsom, Surrey

• General troubleshooting of the Atkins desktop computing environment based on incidents service requests logged via the Global Service Desk.• Management of all 2nd line incidents and requests assigned via Service Now.• Manage all assigned incidents/requests according to defined SLAs (within specific regions) - ensure 100% adherence to RFS & INC Best Practice guidelines.• Deploy desktop computers and peripherals, record and track assets during deployment according to Group Is standards and workflow procedures.• Maintain regional service excellence by providing customers with continual and regular updates throughout the management of their incidents and requests.• Troubleshooting a range of application and telephony issues: investigating, diagnosing faults, and working through to resolution.• Support the set-up of new offices, sites or projects across the UK & Europe region• Support the Senior Desk Side and Technology Support Engineer.• Ensure in the maintenance of all local equipment rooms and conference room IS facilities, mitigate risks arising from audits, fire, safety or other risk assessments.• Develop, review and improve processes to maximize efficiencies within the team.• Exhibit a flexible approach to working on a rota basis and provide necessary cover when necessary.• Deliver training to audiences across the local region.• Support and adhere to processes outlined in the Business Management System.• Provide weekly/daily reports/time reporting and updates on current issues.• Communicate at all levels within the company.

Epsom, Surrey

• Act as a central point of contact for Atkins users reporting IS related incidents• Ensure that all analysts provide excellent customer service, adhere to call quality standards and best practice guidelines• Record all Incidents within the work management system (ServiceNow) • Record and categorize incidents according to urgency and impact model• Personally meet and ensure team meets service level targets:• Resolve >65% of incidents first line• Answer 80% of calls within 45 seconds• Assign incidents to other support teams as required• Escalate (via formal process) incidents in accordance with agreed criteria • Keep customers informed on status and progress of incidents • Providing Major Incident support to all global locations• Providing Out of Hours Support as required• Assist in organizing service desk staff rotas • Support Service Desk SharePoint ownership and drive development• Support global regions including Middle East, North America, India and Europe• Assist in the learning and development of staff from all regions

• Act as a central point of contact for Atkins users reporting IS related incidents• Record all Incidents within the work management system (ServiceNow) • Record and categorize incidents according to urgency and impact model• Personally meet service level targets• Resolve > 65% of incidents first line• Answer 80% of calls within 45 seconds• Assign incidents to other support teams as required• Escalate (via formal process) incidents in accordance with agreed criteria • Keep customers informed on status and progress of incidents • Support global regions including Middle East, North America, India and Europe• Assist in the learning and development of staff from all regions

Addlestone, Surrey

• Working in a team environment as part of a dedicated workforce providing hardware support to UK wide client offices• Logging tickets and ensuring the SLA performance for specific accounts are delivered according to contracts• Chasing open tickets and incidents for updates/feedback/information• Liaising with customers and ensure all relevant parties are kept informed at all times• Imaging using Symantec Ghost and various client images• Building and configuring PC’s to a users’ requirement• Supporting users remotely using TeamViewer and Remote Desktop (MSRA)• Maintaining and troubleshooting software and hardware cases• Building of Servers including HP ProLiant G3, G4, G5, G6, G7, Gen8Servers• Maintaining and upgrading PC’s, Laptops, Printers and Peripherals• Explaining complicated computer problems to non-computer friendly users• Setting up Meeting room and audio/visual equipment• Configuring all aspects of Clients outlook profile• Setting up printers and adding to print servers and users profiles with correct drivers• Troubleshooting hardware and software issues• Patching ports at large client sites ensuring users are not affected• Prioritising heavy workloads on individual days to ensure all time restrictions are met • Travelling nationwide to client’s sites. Ensuring fast, friendly, polite and professional service at all times• Ensuring strict rules on disposal of sensitive user data is followed at all times• Organising large client refreshes of hardware equipment, some 700+ PC’s at a time