Summary
Overview
Work history
Education
Skills
Certification
Timeline
Interest
Generic

Vinesh Gosai

Dagenham

Summary

Service Desk Analyst | First and Second Line Support| IT Support

A dedicated and motivated IT Support Analyst supporting users at all organisational levels. Adept at learning and applying new skills and technologies, now looking to go back into IT Service Management and IT Product Support. Proven abilities to work under fast-paced priorities and handle multiple tasks concurrently, with experience in problem solving and great customer service.

Overview

23
23
years of professional experience
4
4
years of post-secondary education
1
1
Certificate

Work history

EPR Application Analyst

Barking, Redbridge and Havering University Hospital Trust
Dagenham, Barking and Dagenham
03.2023 - Current
  • Support end user with any query related to EPR (Careflow)
  • Provide 1st and 2nd line PACS ( Sectra) support to all users
  • Maintained established applications using defined procedures.
  • Install and configure EPR, PACS and Epro within NHS environments, collaborating with 3rd party suppliers and end users for any issue related to application
  • Perform regular security monitoring, maintenance, software upgrades, and resource optimisation as required
  • Close incident and request within SLA in Landesk( IVANTI)
  • Provide first and second tier support for all clinical and some non-clinical applications
  • Provide quality documentations upon request from management on configurations, adhere to testing plans and other ad-hoc reports
  • Manage minor incidents and problems until resolution is complete
  • Ensure quality services are delivered and performed to agreed SLA's ensuring expectations are achieved or exceeded
  • Minimise service disruption and facilitation of service restoration within agreed SLA's
  • Proactively identify problem trends and known error conditions and work towards permanent solution
  • Floor walk upon requests for both Queen's and King George Hospital
  • Provide specialist professional advice and support to All BHRUT staff in relation to support of all clinical and some non-clinical applications
  • Participation in projects for application system upgrades, new releases and migration to new systems or platforms.
  • Identified root causes of errors and discrepancies, troubleshooting to address potential solutions.
  • Provided on-call support and problem resolution for applications.

Service Desk Analyst

St Guy's and Thomas Hospital
02.2022 - 03.2023
  • Working in a team providing support to 25,000 End-Users with 90% First time Fix rate
  • Using Service Now call tracking systems to log, track and manage Incidents and Service Requests
  • Troubleshooting issues related to Microsoft Office suites 2003 till 2013
  • Software deployment to client workstations remotely using SCCM
  • Configuration of Microsoft Outlook and settings, users profile and roaming profile
  • Creating new AD accounts using Quest ActiveRolesServer console
  • Managing / Support of Clinical Application for NHS - GE PACs, BigHand, Tomcat, EPR, Citrix Online and PIMs etc
  • Downloading and applying Group/Machine Policy
  • Administer and support remote access (Cisco, GSTT Workspace, SafeNet)
  • Remote installation of network/ local printers for Trust End users using Print Servers
  • Providing support for migration of about 20000 end-users from Windows XP to Windows 10
  • Providing support for any Windows 10 transitional issues (Map network drive, profile corruptions, Critical clinical application execution errors etc.)
  • Providing Bit locker Endpoint Encryption support to users
  • Managing users NHS.net email account
  • Working with other 2nd line team to provide appropriate support to clinical applications, such as EPR, PIMs, Mosaiq, Windip etc
  • Troubleshooting any reported problem related to Microsoft operating system
  • Appropriate understanding with working management focused environment, maintaining service in line with Service level Agreement
  • Providing on call support for out of hour's service as part of role
  • Dealing with technical escalations
  • Ensuring all escalations are responded to and dealt with on the same day allocated to me, keeping the TL updated with any progress.
  • Explained technical information to non-technical users with clear, verbal and written communication.
  • Documented and escalated complex issues to higher-level support, facilitating swift resolutions.

Technology Support Technician

Coventry University
02.2018 - 02.2022
  • Provided 1st and 2nd line IT support to over 5000 users using relevant service management tool and ensuring to adhere to Service Level Agreement
  • Support Students with Moodle and Aula inquires (Learning and Teaching Platform)
  • Reimaging desktop, Laptops and Microsoft Surface tablets using SCCM and Intune
  • Configured and troubleshoot Cisco IP phones, printers
  • Created and managed user accounts, reset passwords for bespoke applications
  • Audio Visual support to staff on Site
  • Provide hardware and software support to staff and students
  • Maintain University Network infrastructure
  • Install Cisco router, switches, firewall and PDU
  • Patching up network equipment's.

IT Technician

Redbridge Library
06.2004 - 01.2018
  • To diagnose and resolve software and hardware incidents, including operating systems and across range of software applications
  • To assist all our users with any logged IT related incident when called upon
  • To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with aim of restoring service to customer as soon as possible; escalating incidents to other support teams where necessary
  • To accurately record, update and document requests using IT service desk system
  • To install and configure new IT equipment
  • To resolve incidents and upgrade different types of software and hardware
  • To resolve incidents with printers, copiers and scanners
  • To maintain a first class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
  • Arranged computers, routers and printer to achieve proper workstation.
  • Troubleshot various incidents related to hardware, networks and software faults.
  • Liaised with customers on operations issues and requests, providing efficient support.
  • Monitored local network to optimise performance.
  • Delivered first-line hands-on technical support, achieving swift issue resolution on-site.
  • Contributed to infrastructure projects, collaborating with external vendors for successful outcomes.
  • Documented repairs in log book to maintain accurate records.
  • Provided proficient 2nd Line in-house support for diverse IT challenges.
  • Supported network and infrastructure, achieving optimal performance and connectivity.
  • Managed and maintained user accounts, permissions and security settings in Active Directory.
  • Set up video conferencing to enhance virtual communication capabilities.

Network Engineer

GSWAN
07.2001 - 04.2008
  • 1st line support for remote and in house users on Windows 7&10 and MS office 2016, 2019 and Office 365
  • Basic installation, configuration and support of IT equipment (PC, laptops, printers)
  • Setting up new users' accounts and profiles and dealing with password issues
  • Resolve dial up issues using land line and Smartphone technologies (Blackberry, iOS Android )
  • Monitored network operation and performed basic error identification during outages
  • Log all cases onto service desk ticketing system (Autotask) for tracking purpose
  • Escalation of specific call types as per predefined processes adhering to strict SLA's
  • Provide technical training to client user group, including documents preparation with instruction
  • Act as a point of contact on complex technical matters for other helpdesk team members and within field engineering team
  • Troubleshoots minor equipment malfunctions and corrects them as directed by computer operation manuals, or supervisor
  • Work with hardware/software vendors to resolve equipment failure issues
  • Report ISP circuit issue and follow up cases
  • Report to Helpdesk Manager
  • Installing new hardware (servers, printers, computer workstations, etc.)
  • Setting up user accounts, permissions and passwords
  • Overseeing security of all systems, especially internet, and installing antivirus protection
  • Fixing network faults
  • Network maintenance
  • Day to day admin and monitoring of network use
  • Planning future improvements, suggesting IT solutions to business problems
  • Planning & scheduling network down time for various upgrades and Maintenance
  • Delivering proactive monitoring and preventive maintenance for all locations.
  • Configured routers, switches and firewalls to deploy and support LAN, WAN and wireless networks.
  • Recommended equipment and resource upgrades to improve network capabilities.
  • Evaluated long- and short-term network needs and implemented required updates to achieve them.
  • Maintained network configuration, mapping and service records for accurate documentation.
  • Performed tests on newly installed hardware and software to provide components that interface correctly with each other and network.

Education

Electronics And Communication Engineering - Electronics And Communication

Gujarat University , India
India
09.1997 - 05.2001

Skills

  • Great problem-solving skills
  • Highly effective interpersonal skills, dealing with people at all levels
  • Exceptional leadership abilities as proven in previous jobs working as a team member
  • Ability to remain calm under pressure during challenging times
  • Ability to effectively prioritise and execute tasks in a high-pressure environment
  • Excellent Customer Service skills
  • Time management
  • Identified root causes of errors and discrepancies, troubleshooting to address potential solutions

Certification

  • CCNA
  • MCSA

Timeline

EPR Application Analyst

Barking, Redbridge and Havering University Hospital Trust
03.2023 - Current

Service Desk Analyst

St Guy's and Thomas Hospital
02.2022 - 03.2023

Technology Support Technician

Coventry University
02.2018 - 02.2022

IT Technician

Redbridge Library
06.2004 - 01.2018

Network Engineer

GSWAN
07.2001 - 04.2008

Electronics And Communication Engineering - Electronics And Communication

Gujarat University , India
09.1997 - 05.2001

Interest

  • Reading Books and IT Magazine
  • Web Surfing
  • Listening Music
  • Cooking
  • Playing and Watching cricket

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Vinesh Gosai