Providing IT support, advice and guidance to all staff, reserchers and students at the Oxford Centre for Clinical Magnetic Resonance Research (OCMR) and Clinical Cardiovascular Research Facility (CCRF) based in the John Radcliffe Hospital in Oxford.

Providing IT support to home and small business users across the north Cherwell Valley. IT consultancy, support, installation and repair. Data retrieval and PC clean up.

SERVICE MANAGER (April 2015 – April 2016)Effectively managed a wide range of software and services across several departments serving both front line officers and business support roles. This included:• Managing major upgrades to systems supported wholly “in house”, systems managed by third parties and system run collaboratively including budgetary management up to £500K.• Acting as the main escalation point for service outages and managing the restoration of those services.• Use of incident management data to analyse for trends in service disruption and demand management.• Worked closely and collaboratively to effect continual service improvement through system upgrades and expanding user knowledge.• Advised key stakeholders and senior managers (including the Chief Constable and his Management Team) on critical issues and service disruption. Also, advised on developments within the industry that may be advantageous to the service that could be capitalised on. • Chaired regular service reviews with key stakeholders and suppliers.• Negotiated on behalf of both the end users and service provider effective SLAs and analysed IM data to monitor that SLAs were being met.• Maintained a comprehensive Service Catalogue to review contracts, agreements and budgets.

TECHNICAL INFRASTRUCTURE ANALYST (May 2006 – April 2015)Reactive and Proactive 2nd line support function. Using a wide range of tools to speedily restore service and functionality to both hardware, software and peripherals. Functions included:• Managing patching and firmware updates and deployed via industry standard tools such as Microsoft System Centre, Microsoft Active Directory, Axios Assyst ticketing system and change control administration, RSA SecureID administrator, and HP Webjetadmin tools. • Produced and maintained system documentation and user guides.• Main point of contact for the forces Geospatial Information Systems (ESRI, Compass, Oasis) and provided technical advice and guidance during the recent GIS tendering exercise. • Provided support and support documentation to the Service desk for the initial user trials of Windows 8.1 mobile devices (tablets and laptops) and remote access across the South East region.• Managed the estate of over 1500 print devices and provided evidence and plans to streamline the estate to reduce the total cost of print by £300,000.• Main point of contact for laptop support and maintenance and remote access management and support.

MOBILE SUPPORT ENGINEER (October 2000 – April 2006)Providing on-site support, advice, and guidance for hardware and software across North-Oxfordshire, and Oxford City. Responsible for logging and collating data relating to incident management and service restoration. Whilst carrying out my duties I had to work closely with all personnel and was required to advise on complex technical issues to an audience that had limited technical knowledge. The post required considerable organisational skills and my ability to “self-start”. This was a pilot scheme and thus a further 7 engineers were engaged to provide a similar service across Thames Valley Police. I was given the opportunity to then supervise the team.