With Patient care at the forefront of my role I would support the systems and users within the Pathology Department at the North Midlands and Cheshire Pathology Service using in-house systems as well as providing essential support for the following systems/manufacturers based within the department as well as working with other departments within the Trusts's hospitals and Pathology department. ClinisysLabCentreKeystoneICEPathmanagerWASPRocheInterraction with Laboratory Seniors and staff as well as Consultants in relation to IT Support issues concerning analysers, hardware and software.

Working within the Civil Service as a temporary position until something more permanent was available following the pandemic.

Working as part of a team on a hardware refresh project.Installation and Management of software through SCCM and direct download.Participation and providing project support when requested. PXE booting and use of Active Directory when building and moving machines within domain.Rolling out and installing new hardware and decommissioning old equipment.Travel to remote site to carry out multiple replacement of machines.Performing of on-site or remote software fixes.Analysing and resolving problems both remotely and on site.Providing strong customer support.Communication with users via telephone, email, MS Teams or IM.Swift decision making for continuity of service or ease of working for business. Strive to improve constantly.

Provision of first and some second line support through service desk for customers with problems relating to their T&A system running CaptureIT software. Diagnosing reported problems to ascertain the cause over the phone or via remote support tools with a view to a fast resolution. Duties included, when required, migration of the SQL database and accompanying software to a new server for reasons of upgrading or failure. Investigation into the back end of the database to query and identify data within tables. IP addressing of clocking in/out terminals so that they function reliably with the software and that every employee's clock ins are recorded consistently when they use the system for access or for clocking in/out. Advice for customers on how to use systems and follow up with detailed case logging on Microsoft Dynamics.

The role of the CEO case manager was to efficiently handle escalated complaints that hadbeen directed through to the higher level complaints office from Call centres or from directors themselves.Using in-house systems and third-party applications like Saleforce to manage complaints for reporting purposes and to maintain the current status of them.Daily management of personal queue of calls, making outbound and receiving inbound calls, writingletters and emails to establish contact with customers.Use of online tool set for testing copper and fibre circuits for identifying further detailedfaults and a course of action such as with Openreach or our own engineering support.Quickly identifying problem areas with a view to resolving satisfactorily for the customer waskey to the role.The root cause of the problems would be identified whatever the outcome; and steps taken toensure there were no repeat occurrences.

Working directly with customers on Supportworks helpdesk system, I provided 1st and some 2nd line support, triaging calls to the correct priorities and queues. Giving support to the Windows XP/7 and MS Office users formed the majority of the calls. Work varied from upgrades and installations to new builds for desktops and laptops, mobiles and tablet configuration.Ad hoc requests for SQL script running, UNIX server patching.Backup and restore to server/clients for files and Outlook emails.Other duties included moves and changes on the CS1000 IPT system.Password changes, Active Directory and Organisational Units changes for clients formed part of the daily workload.Video conferencing was widely used due to the geographical nature of our location.There was daily recording and checking of financial totals following the early morning and evening processing.Anomalies and failed batch jobs were investigated and reruns carried out where required.

Responsibilities in this position were project and operations based as follows: Daily operations of county-wide voice and data IT system. This responsibility included: monitoring of outages and system failures; managing a team of eight technicians; quality assuring their work; post-repair follow-up with customer; report generation; escalation to external service providers for second and third line issues, dealing directly with customers and suppliers for problem solving and resolution. Project-based responsibilities included the following: Operational requirements gathering from customers who required new or enhanced services; determination of alternative solutions to customers’ needs; procurement of new equipment; project management plan creation for new installations; configuration management; testing and commissioning. During this time, I grew and developed the team of technicians, developed the report forms used to record outages and their resolution details as well as streamlined the running of the team helpdesk.. Additionally, I developed and managed the requirements matrix that was used to record customer’s requirements for new or enhanced services.

Installation/configuration and troubleshooting work on Cisco LAN and WAN, Mitel PBX network and BT's Featurenet network.Resolution of incidents and provision of RFC's.Customer requirements management.Maintenance schedulingRepair documentation