Matt

Experienced ITIL-certified Support Engineer with over eight years of IT support experience, including nearly five years supporting clinically critical healthcare integration platforms across multiple NHS Trusts. Specialises in InterSystems HealthShare/Health Connect, HL7 troubleshooting, Kubernetes-hosted applications, IIS and InterSystems Web Gateway, SSL/TLS certificate management, monitoring, incident management and healthcare integration support. Provides end-to-end support for business-critical systems and participates in an out-of-hours on-call rota supporting Priority 1 incidents with patient safety considerations.

Support Engineer at ReStart Consulting (2021-11 – Present)

Provide integration support for NHS Trusts, focusing on the stability and availability of clinically critical integration platforms.

• End-to-end integration support covering activities typically associated with 1st, 2nd and 3rd line support.
• Support InterSystems HealthShare and Health Connect environments across multiple NHS Trusts.
• Investigate and resolve integration issues affecting live clinical systems.
• Support bespoke healthcare applications hosted on Kubernetes clusters.
• Configure, support and troubleshoot IIS web servers and InterSystems Web Gateway components used to host and provide access to InterSystems applications.
• Participate in an on-call rota providing out-of-hours support for Priority 1 incidents.
• Monitor system health, message queues, alerts and logs across multiple environments.
• Own and manage the SSL/TLS certificate lifecycle across supported environments.
• Support system upgrades, patching and planned maintenance.
• Produce and maintain technical documentation and knowledge base articles.
• Designed and implemented an automated SSL certificate and licence tracking solution using Power Automate.
• Implemented multiple SLA frameworks within Jira for different customer service levels.
• Led and supported numerous HealthShare upgrade and migration projects across NHS Trusts.
• Closed over 1,000 support tickets within a 12-month period while maintaining customer service standards.
• Supported migration projects from embedded Apache Private Web Server (PWS) to standalone IIS web servers and InterSystems Web Gateway.

IT Service Desk Analyst at Royal Devon & Exeter NHS Foundation Trust (2018-12 – 2021-11)

• Provided 1st and 2nd line IT support to NHS clinical and administrative staff.
• Supported users across hospital, community and remote working environments.
• Managed incidents and service requests in line with ITIL processes.
• Daily use of Active Directory for account management and access control.
• Supported Office 365 and Exchange environments.
• Participated in out-of-hours on-call support for high-priority incidents.
• Assisted with training and mentoring new service desk staff.

Technical Support at Sitel (John Lewis) (2016 – 2018)

Case Management Assistant at Maximus (2012 – 2016)

Customer Service Operator at EDF Energy (2009 – 2012)

BTEC National Diploma in Electrical/Electronic Engineering – Exeter College (2008 – 2010)

GCSEs – St Peter's C of E High School (2006)