2nd/3rd line support and Project Management

Started as 1st line support for several contracts in KID01 24hr helpdesk doing 12 Hour shifts. I was then given the opportunity in August 2002 to be seconded to Swansea to help win the DVLA contract and to set up the helpdesk in STE09. I was then offered a job in January 2003 to move to Swansea and be one of the IMAC Engineer*s. I was also asked to set up Asset Management procedures for the security of DVLA PC*s, servers and network switches.Major Achievements:While on my 4 Month secondment I transferred knowledge from DVLA & EDS staff to Fujitsu Services staff and assisted in setting up the 1st line Helpdesk in Stevenage. Helped to achieve the transition of the contract within time to allow Fujitsu to start the contract on the best footing.Was awarded the 1 and 2 Gold star awards for my work during the transition of the contract.As a Field Engineer I have lead teams to relocate DVLA Local Offices to new buildings which required moving all PC*s, Servers, Network kit and EPOS equipment from one building to another with great success and to the customers satisfaction within a weekend. This was required so that the DVLA did not loose any revenue.As a Senior Engineer for DVLA Local Offices around the U.K. I would have to be flexible as I was one of the only Engineers to travel which meant not just covering Deskside support, but also Hardware installations/breakfix, software rollouts (Including OS updates) and Networking.I also worked with the Project managers and Service management responding to impact assements for large projects and rollouts of IT Hardware and software and large office re-locations.Started the Asset Management process so that we could account for all the DVLA*s Equipment and also the locations. This meant new procedures for recording All Asset movements done by Fujitsu Engineers.

Worked on a large Government contract looking after several sites across the UK. This involved a varied workload from Office relocations to basic IT installs and Deskside support. Also involved in large IT projects and rollouts

Worked doing 12hr shifts on 24/7 IT Helpdesk doing 1st Line support

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