Whilst working for Hourglass Technologies, I was seconded to work on the Disaster Recovery (DR)/Business Continuity Planning (BCP) area of IT Support for Debenhams. This post required me to learn Python and use it to manipulate and report on emails, spreadsheets and slack and automate tasks and reports based on data gathered from these. I took part in DR user tests within Debenhams, visiting multiple off-site locations to participate and gather feedback, which was then further collated by me. The DR user tests required me to liaise with all members of Debenhams staff present, gathering information and ensuring they all had full access to the applications and services that they used on a day to day basis. I produced the One-Pager (User FAQ) for Debenhams which included the known bugs and how to avoid them with the test image, this allowed us to focus on the problems that arose with the new version of the build.I helped organise the main DR test for Debenhams, based in Greenford (IBM Owned Site). This involved liaising with representatives from IBM, both in meetings and through Email/Phone contact, updating and informing them of changes within the Debenhams environment. This included gathering and organising the data into a readable, easily accessible format. To ensure communications could be easily held throughout the multi-site, multi-team test, I helped to organise several methods of communication, varying from social media style in house web-hosting, to video conferencing.

I initially worked as a service delivery technician for IDN, starting in June of 2015. I regularly visited between 10 -15 different schools assigned to me over a 4 week schedule and visited a corporate client weekly. On each visit I would run a comprehensive server health check and complete any onsite hardware repair. I would also prioritise work according to the fault log for each site.In addition to using my extensive IT skills, dealing with these differing clients meant I also honed my interpersonal skills in positively dealing with challenging customers and added to my skill set in other technical areas such as: • Network fault finding • Imaging and deploying IPads using both configurator and ITunes. • Installation and maintenance of a variety of operating systems (including XP, 7, 8, 8.1, 10), • Interactive screen maintenance • Set up and use of interactive whiteboards • Installation and Maintenance of Office 365 and Google Apps for EducationAfter 9 months with IDN I was promoted to Incident Manager and given formal management training provided by CRISP. This role entailed:• Holding regular helpdesk meetings to update helpdesk staff on best practices.• Monitoring all tickets, ensuring SLAs were met• Management of Autotask reporting• Championing Autotask to staff members and helping out where required to resolve issues• Stock management• Removal and addition of content on the IDN Website• Project management with a view to acquire a remote management tool, arranging demonstrations from companies offering the most suitable products.• Coordinating and planning the framework for several migration projectsIn July IDN had to downsize after losing a large contract and several posts were made redundant including mine.

I worked as a temporary ICT Technician for St Bernadette Catholic Secondary School while their ICT technician was away, covering the maintenance of the machines, dealing with and managing requests and problems and setting up new machines onto their new VMWare platform.

IT Helpdesk Team Leader for a college community of 10,000 users with 15 dedicated computer suites and multiple outlying staff/student resources.My day to day responsibilities included: - managing a team of technicians- overseeing the day to day operations of the helpdesk- updating the helpdesk software- reporting to senior management monthly on KPIs and weekly on state of services- liaison between the IT department and the other departments in the College- managing IT for and at events e.g. BBC Question TimeWhile at Swindon, I also created a one off report on the viability of three different digital signage solutions.

This role was a one year contract which primarily involved me creating, managing and maintaining the Frog VLE for the school. During my contract I was able to make a great impact on the school's general ICT provision:- negotiated a provider contract for Chromebooks and Google Apps for Education Control Panel- created training resources for the VLE and trained staff and students- redesigned and built the main school website using the Frog system- initiated an after school 'digital council' group where ICT Technicians and students met to develop the future direction of ICT within the school.I also assisted one of the teachers with building a custom student seating application. This pulled data from student records (SIMS) into a seating plan which could be shared with substitute teachers to highlight different students' educational needs.

Working as the sole ICT technician for Swanmead School in Ilminster, I was required to maintain the network of 100+ computers along with printers and the server.I guided the school's management in making decisions on new equipment and upgrades, and during my time in post helped upgrade the SIMS server. I left this post to enrol in a Secondary PGCE ICT qualification at Exeter University.

Variety of contract jobs including:- set up of Nationwide banking terminals on their takeover of the Portman Building Society- testing computerised alarm panels, including producing training materials for other testing staff- design and build of a photography portfolio website