Orpinder Khamba Email & Phone Number

London, England, United Kingdom

● Diagnose and resolve software and hardware incidents, including operating systems and across a range of software applications● Analyze and evaluate computer network design, operating systems and/or business requirements; and identify areas for network, database, and/or operating system improvements and upgrades; or the development of technical solutions to automate and/or improve business processes.● Prepare reports, correspondence and other documents; participates on committees and task forces; attends meetings, conferences and training sessions.● Create, maintain and publish relevant support documentation in order to assist all employees in the quick resolution of their incidents and service requests and enable users to become more self-sufficientInstall and configure new IT equipment; resolve incidents and upgrade different types of software and hardware; resolve incidents with printers, copiers and scanners.● Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service as soon as possible; escalating incidents to third line support teams where necessary.● Perform regular IT audits to discover areas of weaknesses and reinforce them.● Ensure that the company’s data and information are protected from unauthorised access.● Assist all users with any IT related incident as required; supervise repair and maintenance of all IT gadgets.● Lead or participate in projects as required.● Provide induction training and on-going support to new and junior team members as required to ensure objectives are achieved.● Liaise with THQ on business initiatives as required● Build and strengthen relationships with key stakeholders in Europe and THQ● Perform other related tasks as assigned by management and to meet business needs

● Based on client sites, I have been responding to calls and tickets from end users, clearly identifying issues and troubleshooting through to resolution● Managed my own ticket queue and monitor incidents to resolution in line with client processes and best practices● Monitor systems and identify performance issues proactively● Work within strict SLA timeframes and manage escalation of incidents within defined timelines● Identify problem trends and implement changes as required● Identify, design and plan to ensure continued service availability and ensure all changes are carried out in a controlled and tested manor● Work with other functions within the business to help identify issues and requirements with a view to continued service improvement● Provide technical advice and recommendations for tickets assigned to 1st line colleagues, transferring knowledge to junior colleagues● Ensure work is completed in line with KPI targets and personal objectives

• Hands-on experience in documenting and maintaining a knowledge base of technical issues. • Able to lead, motivate and train IT helpdesk team Acted as the main point of contact for the help desk by coordinating tasks and events as required.• Maintained and monitored the server room, the wireless network and other server infrastructure. • Set up staff workstations with PCs, phones and laptops.• Tested and implemented new technology-based projects such as Office 365 implementation, roll out of AV software and Dropbox for business• Coached and mentored 3 new staff members, guiding them through the Microsoft apprenticeship and conducting performance reviews.• Delivered on-site/remote IT and AV technical support for our client base• Maintained 95% uptime on company networks through careful and preventative maintenance.• Resolved virus and malware issues with a 90% success rate.• Resolved 10 technical support inquiries on average per day.• Resolved computer hardware and software, printing, installation, word processing, email and operating systems issues.• Ordered necessary supplies and parts to repair malfunctioning hardware.

• Provide field support for a varied home client user base. • Resolved virus and malware issues with a 90% success rate.• Restored data, operating systems, files, documents and drivers.• Resolved computer hardware and software, printing, installation, word processing, email and operating systems issues.• Installed system software, including Windows XP/Vista/7/8/10, office applications and other 3rd party software.

• Trained both internal and off-site users in using the Training Tracker system.• Set up and maintained the department intranet website.• Member of the E-Learning Project Board, providing a Technical review of new E-learning systems on Trust machines and to liaise with IT department concerning any issues raised. • Ensuring that any proposed E-learning system is capable of working with the Trust machines • Set up and maintenance of the Oaktree Online café. • Designing flyers/logos for courses held at the Training department.• The maintenance of the Trust appraisal spreadsheet/data.

• Provide field support for a varied home client user base• Identify and resolve issues that may occur on the home machine• Setup home broadband and Wi-Fi networks• Resolve anti-virus, spam and malware issues on the client machines

• Providing support across three sites for the Medical Practice.• Maintain software programmes (VISION, Microsoft products, Virus protection products) • Maintain Network, Printers, Computers and Software Frontline support for all software and communication system queries • Maintain all upgrades of vision clinical and guidelines data on monthly basis • Maintain Pathology links on day to day basis with Kings College Hospital Maintain links with shared services

• Resolved computer hardware and software, printing, installation, word processing, email and operating systems issues.• The ordering and tracking of servers, machines, software, and hardware

• Providing support for GP practices within a team of 20 support analysts I moved into a new team called CCA/BT consisting of 5 analysts providing 1st line support for Connecting for Health and 1st and 4th line support for the BT helpdesk.• Dealing with 20-30 calls a day where I achieve at least a 80% first time fix rate, 10% are engineering calls, 5% are user errors and 5% are 2nd/3rd line issues. • The setup up of and use of PC Any Where, Citrix, VNC and Altier Remote Tools• Database maintenance of the systems using Fox Pro, to identify and resolve any database issues that may arise.

Bachelor'S Degree, Internet Computing, 2:2

Bsc (Hons) Internet Computing Studies (2:2) Final Year Thesis: E-Learning: An Interactive Tutorial to VRML

Education record

NVQ Use and Support of Information Technology Level 3 (PASS) GNVQ Intermediate Business (MERIT) 10 GCSE’S PASSED INCLUDING MATHS.