Tom Jones Email & Phone Number

Liverpool, United Kingdom

• Working to an ITIL standard• Dealing with high call volumes and prioritising incidents• Microsoft Office profile and software errors.• Establish/Setup RDP sessions to terminal servers.• Remote support • Proxy server and certificate configurations for NHS national applications.• Local and roaming profile issues.• Creating and administering new and existing Active Directory accounts, security groups etc.• Software installations linking client to server• Managing and Creating email accounts using Microsoft Exchange 2003/2010• Liaising With Third parties• Deploying software remotely via SCCM, Certero• Supporting Patient Critical Systems

Liverpool, United Kingdom

Outage Co-ordinator / Incident ManagementEnsure minimal disruption to the business & its customers via quickly identifying service affecting outages and applying customer facing messages to reduce impact into the centre and to prevent negative impact on the centres KPIs. Raise issues to the relevant support groups via remedy and escalate as necessary depending on impact / scale priority.Pre-empt impact to centres by using system tools to pro-actively raise thereby increasing deflection rate and managing customer expectations.Liaise with various areas of the business regarding planned & unplanned maintenance / faults as well as between departments as some others do not deal with ICOMS directly.Monitor all platforms within the Consumer Division.Advise customer facing colleagues regarding developing issues via internal status page.Manage / prioritise own fault ticket workload to ITIL standards ensuring resolution within set S.L.A.

Liverpool

Effectively troubleshoot and support customers internet issues as well as diagnose PC related faults.Support of various OS including All windows OS and OS8.6 up to OSX.Networking based on TCP/IP protocols using Ethernet & USBMail Clients including Outlook Express, Outlook, Incredimail & MacMailAll relevant in-house applications such as Web mail, Newsgroups & PWPsMentor 1st line agents having difficulties achieving their performance targets.Also dual trained in NSC faults (TV, VOD etc).

The goal for CELL was to provide basic computer skills to teachers as part a government scheme to promote IT literacy in schools. As part of the role there were various responsibilities. They ranged from driving to various schools in mid/south Wales and analysing their computers for suitability for the courses software. Also, to resolve any software / hardware issues on the schools PCs (at times, dozens) that may interfere with the software as well as providing assistance and support to the teachers taking the course.

Bachelor Of Science, Multimedia Computing

Gnvq Advanced, It

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