• Maintaining investigation logs for 15 consultants, ensuring available results are promptly raised.• Transcribing results and clinic letters, ensuring any outstanding actions are also completed.• Dealing with patient queries and clinician actions via telephone and email.• Populating clinics and maintaining waiting lists.• Sorting incoming Orthoptic referrals.

• Transcription of printed results from Manchester Royal Infirmary, into the Telepath system.• Ensuring patient details and requested tests match what we received before transcribing results.• Raising any discrepancies with results we received to the senior Biomedical Scientists for investigation.• Scanning printed results from other laboratories into EPR and Telepath.• Sorting and dealing with Microbiology post.• Training new admin staff.

• Maintaining the surgical pathways/consents for 25 consultants, ensuring they are tracked throughout and delivered to the respective area in good time for upcoming theatres.• Sorting and delivering post, ensuring any urgent letters were promptly raised to the relevant Medical Secretary, and any external letters were also tracked to the Scanning Bureau.• Sorting routine/urgent referrals before ensuring prompt delivery to the Registrations dept.• Dealing with patient records from… Show more • Maintaining the surgical pathways/consents for 25 consultants, ensuring they are tracked throughout and delivered to the respective area in good time for upcoming theatres.• Sorting and delivering post, ensuring any urgent letters were promptly raised to the relevant Medical Secretary, and any external letters were also tracked to the Scanning Bureau.• Sorting routine/urgent referrals before ensuring prompt delivery to the Registrations dept.• Dealing with patient records from clinics, tracking and delivering them to the Scanning Bureau.• Collating clinic lists for the consultants, so they had paper/electronic copies of the information they need (i.e. contact numbers) before starting the clinics.• Booking and cancelling appointments via Patient Centre.• Use of Patient Centre, EPR, Medisec, CRIS and G2.• Assisting the Support Managers and Medical Secretaries with any tasks asked of me.• Training new Support Secretaries.• Assisting with investigation logs, general data input, and some audio transcription. Show less

I drove continual service improvement for the wider First and Second Line teams, via five areas:o Optimising processes and documenting work instructions to ensure a proactive, best practice approach.o Creating and maintaining agent-facing knowledge articles to increase first-time fix rates, and self-help articles to reduce incoming incidents.o Continuation of the training material I have created in previous roles, ensuring it is maintained and trained out in a structured… Show more I drove continual service improvement for the wider First and Second Line teams, via five areas:o Optimising processes and documenting work instructions to ensure a proactive, best practice approach.o Creating and maintaining agent-facing knowledge articles to increase first-time fix rates, and self-help articles to reduce incoming incidents.o Continuation of the training material I have created in previous roles, ensuring it is maintained and trained out in a structured environment.o Ensuring a shift left approach via liaising with various Third Line teams.o Collating reports on incident quality and knowledge article adherence for senior management.• Extensive root cause analysis of wide issues and problem records, liaising with the respective parties.• Assisting project teams with upcoming changes, ensuring extensive testing so any impact is minimised, and investigating subsequent impact to identify solutions.• Acting as a technical POC for escalations.• Deputy Team Lead responsibilities. Show less

RCDTS• Leading a team of eight Second Line Technical Analysts.• Liaising with Incident Management, Problem Management, First/Third Line, 3rd Party and senior management from both a technical and managerial perspective.• Using exceptional customer service skills and strong knowledge of related processes to resolve escalations and complaints satisfactorily.• Using my experience and background of best-practice to proactively improve existing processes and procedures… Show more RCDTS• Leading a team of eight Second Line Technical Analysts.• Liaising with Incident Management, Problem Management, First/Third Line, 3rd Party and senior management from both a technical and managerial perspective.• Using exceptional customer service skills and strong knowledge of related processes to resolve escalations and complaints satisfactorily.• Using my experience and background of best-practice to proactively improve existing processes and procedures. • Documenting concise training material, then providing structured training to new First and Second Line staff, as well as existing First Line staff wanting to develop a more technical skill set.• Creating and maintaining knowledge articles to improve first-time fix rates and quality of service.• Focussing on the shift left approach, moving knowledge articles from Second to First Line, whilst also liaising with resolver teams to gain additional access on Second Line, so that we can troubleshoot quicker and more effectively.• Working autonomously to achieve and exceed my objectives whilst requiring little supervision.• Leading by example to create a positive working environment and achieve KPI’s and SLA’s, both individually and collectively as a team.• Motivating staff and managing their performance, adherence (of processes and policies) and timekeeping. • Managing resource and rota management.• Liaising with HR as required to ensure correct handling of any staff queries or concerns.• Chairing fortnightly team meetings, providing feedback to actions assigned to myself, and arranging monthly 1-2-1’s with my team.• Encouraging my team member’s personal development. Show less

RCDTS

RCDTS• Second Line support for HMRC and its internal user base.• Adapting to the unique SCCM centred network, and making sure all fixes not only resolve the issue, but are done in the correct manner so SCCM can manage the workstation and applications going forward.• Extensive root cause analysis on wide issues or trends, to assist with the creation of problem records, and also to assist with the development of workarounds and resolutions.• Extensive use, knowledge and… Show more RCDTS• Second Line support for HMRC and its internal user base.• Adapting to the unique SCCM centred network, and making sure all fixes not only resolve the issue, but are done in the correct manner so SCCM can manage the workstation and applications going forward.• Extensive root cause analysis on wide issues or trends, to assist with the creation of problem records, and also to assist with the development of workarounds and resolutions.• Extensive use, knowledge and support of Windows 7, 8.1 & 10, Office 2010/2013, Quest Active Role Server, App-V 4.6/5.1 (and associated sequences), SCCM, Remedy and Bitlocker Encryption.• Supporting Fujitsu Desktops, Fujitsu Laptops and Microsoft Surface Pros.• Remote support via remote control, telephone or email. Show less

• Providing First Line, Second Line and System Administration for a National Government Agency and its internal/external user base, while also providing onsite support at my local office and other sites as required.• Being the first point of contact for customers, with consistently high first-time fix rates.• Skilled at developing and maintain a strong rapport with users, customers and colleagues.• Adapting to a different challenge and diverse workload each day, and following all… Show more • Providing First Line, Second Line and System Administration for a National Government Agency and its internal/external user base, while also providing onsite support at my local office and other sites as required.• Being the first point of contact for customers, with consistently high first-time fix rates.• Skilled at developing and maintain a strong rapport with users, customers and colleagues.• Adapting to a different challenge and diverse workload each day, and following all logged incidents from start to finish, for a quick resolution, customer satisfaction and to extend my knowledge.• Utilising my previous experience, ITIL and Security knowledge to pro-actively improve existing processes and procedures.• Prioritising to meet Service Level Agreements and ensure incidents and requests are always assigned to the correct resolver team, and escalated (functional or hierarchical) as required.• Extensive use, knowledge and support of Windows 7, Office 2010, Exchange 2010, Server 2008, Lync 2013 (Enterprise Voice), Active Directory, Citrix Xenapp, Becrypt Encryption Management, Blackberry Enterprise Server, Microsoft Intune, Bomgar, Radius (Remote Access) Server, MessageLabs, Cisco VPN, Xerox Admin and Sostenuto.• Supporting HP Desktops, HP Laptops, Xerox Multi-Functional Devices (Workcentre and ColorQube), Servers, ActivIdentity Fobs, TP-Link Wireless Access Points, Blackberries, Windows Phones and Removable Media.• Imaging hardware, encrypting laptop HDD’s with Becrypt and installation of various corporate/client software.• Training new members of the team, and also providing inductions and training for new/returning users at my local site.• Assisting users, customers and colleagues via telephone, RDP, email or face to face Show less

• Second Line support for a National Law Enforcement Agency.• Analysing, troubleshooting and resolving the more complicated/technical incidents and requests, without compromise on the level of customer service given.• Maintaining an excellent rapport with a demanding customer, and always able to work to and complete time-critical deadlines, potentially including Threat to Life situations.• Remote rebuilding of network machines, and installation of various corporate/client… Show more • Second Line support for a National Law Enforcement Agency.• Analysing, troubleshooting and resolving the more complicated/technical incidents and requests, without compromise on the level of customer service given.• Maintaining an excellent rapport with a demanding customer, and always able to work to and complete time-critical deadlines, potentially including Threat to Life situations.• Remote rebuilding of network machines, and installation of various corporate/client software.• Support of Desktops, HP THIN Terminals, Laptops, Printers, Xerox Multi-Functional Devices, Scanners, Servers and Removable Media.• Creation of accounts via AD / Web Based Apps. • Extensive use and knowledge of MIMEsweeper, Dameware, Remedy, Citrix XenApp Management Console and Sanctuary Encryption.• Monitoring infrastructure, capacity, antivirus and backups, and pro-actively flagging any warnings/exceptions, to myself or a different resolver team to action.• Liaising with Incident Management frequently, and also working closely with Problem Management.• Promoting staff development by training new First Line staff, so they correctly follow ITIL principles and best practice, as well as understanding our demanding customer and the systems we use. I also kept First Line fully updated on new services/trends/problems.• Adhering to full security procedures, with high personal and professional integrity. I fully enforce the need to know principle.• Assisting users, customers and colleagues via telephone, RDP, email or face to face. Show less

• First Line support for a National Law Enforcement Agency.• Extensive use and knowledge of MS Office XP/2010, Windows XP/7, Assyst, Active Directory, Citrix Systems (and Mgmt Tools) and Quest Active Role Server. • Maintaining an excellent rapport with a demanding customer, and always able to work to and complete time-critical deadlines, potentially including Threat to Life situations.• Combining first class customer service with excellent knowledge of the applications, queries and… Show more • First Line support for a National Law Enforcement Agency.• Extensive use and knowledge of MS Office XP/2010, Windows XP/7, Assyst, Active Directory, Citrix Systems (and Mgmt Tools) and Quest Active Role Server. • Maintaining an excellent rapport with a demanding customer, and always able to work to and complete time-critical deadlines, potentially including Threat to Life situations.• Combining first class customer service with excellent knowledge of the applications, queries and problems the users will face, to deliver a very high first-time fix rate.• Fully utilising ITIL principles in my role to create and improve processes/procedures.• Troubleshooting to discover the root cause of an issue and then the correct way to resolve it in the fastest time possible, keeping within Service Level Agreements. • Liaising with Second and Third Line teams, and escalating incidents to them as necessary. Show less

• Leadership of a team of 4-5 individuals on a section, and delegating jobs fairly.• Ensuring that the section as a whole was of a high standard, budgets are being achieved and surpassed and that customer service is always the main priority.• Liaising directly with suppliers and customers over the phone and face to face.