Working with the Request for Change Team, dealing with larger more technically complicated issues. Liaising with PCTs and customers, creating technical quotes and orders where necessary. Seeing smaller 'projects' through to completion.

Responsible for eleven engineers supporting five NHS Primary Care Trusts (PCT) within GP surgeries for allhardware and software related issues.Constantly aware of Service Level Agreements (SLA), each of which differ between PCT.Aware of engineers skill level and locations of nearly 500 surgeries across the south of the UK, to factor in forurgent or critical jobs that may arise.Technical awareness of processes and confident at providing telephone support and resolutions for engineersthat may come into technical difficulty whilst onsite.Dealing with customers within surgeries on a daily basis for arranging jobs as well as more technical items such asclinical server issues.Constantly in contact with Project Manager for resourcing for major refresh projects across large PCTs.Attend Service Management Meetings to discuss issues within the company, dealing with complaints that mayarise and looking at ways of improving customer service.Responsible for interviewing new engineers and service desk technicians.August 2007 ­ February 2008

To answer phone calls through to the service desk.Log new queries and provide first line troubleshooting and fixes where possible.Answer queries relating to existing jobs, engineer visits and sales enquiries.Progress faults to third parties, such as clinical providers, BT N3 and hardware manufacturers where necessary.Provide remote assistance through 'dialling in' to customer's terminal and fixing remotely.July 2005 ­ August 2006

This placement year was supporting the Software Services Business in the United Kingdom, Ireland and SouthAfrica. Much of the work involved creating and drawing up complex contracts and following company guidelinesto comply with legal and audit purposes. This was using a variety of internal databases using Lotus Notes andword processing and spreadsheet use. Good communication and time management was essential as many ofthese contracts were required urgently by the Services Sales Reps. All this gave a great sense of competition andurgency within the top of the market.Other duties involved creating new 'pipeline' from recognised opportunities. This concerned searching IBM'scentral databases to ensure that each opportunity was given to the correct person to be 'validated' and to ensurethat potential revenue for the business was created using a Customer Relationship Management (CRM) System.