Ben Owen
- 07584039258
- ben@benjaminowen.uk
- benjaminowen.co.uk
- Shropshire, England
A committed and enthusiastic IT Engineer with a strong grasp of modern IT systems, infrastructure, and the evolving digital landscape. Skilled in diagnosing and resolving complex technical issues, with a proactive approach to system improvement and reliability. A clear and customer-focused communicator, able to collaborate effectively with technical teams and non-technical stakeholders alike. Proven ability to deliver high-standard solutions and support in fast-paced environments.
Work Experience
Senior IT Engineer
Promoted to Senior IT Engineer after several years of delivering high-quality support and consistently maintaining IT assets in alignment with the organisation’s IT service strategy. Responsibilities include providing rota-based support cover, delivering staff training, and offering both remote and on-site technical assistance. Recognised for a proactive approach, strong customer service, and dedication to continuous improvement within the support team.
- Liaise with other parts of the IT Division in requesting support for the technicians
- Acting as a mentor and trainer to new staff
- Assessment of and installtion of upgrades, both hardware and software to exisiting IT equiptment
- Take lead technician role on designated IT related projects
- Maintain all aspects of local documentation, including fault logging, equiptment and software register
- Installation of network and associated equiptment, such as network switches and UPS
- Carry out the planning, preparation, delivery, installation and configuration of both standalone and networked hardware and software systems
- To provide training to users in the use of applications, directory structures and file server
Project Engineer
Project Engineer responsible for delivering high-quality IT projects for customers and organisations, with a focus on readiness for Windows 11. Key duties include rolling out new hardware and software, ensuring compatibility and performance across systems. Following deployment, responsible for ongoing maintenance, troubleshooting, and resolution of any issues to ensure continued reliability and user satisfaction. Proven ability to manage the full lifecycle of upgrade projects while adhering to technical standards and service expectations.
- To take ownership of calls logged with 3rd party suppliers (external companies), ensuring resolution within an acceptable timeframe
- Assist in the day to day management and provision of IT support Services to the users of IT systems within customer organisations
- Carry out second line support to end users
- Take the lead technician role on designated IT related projects
- Assessment of and installation of upgrades, both hardware and software to existing IT equiptment
- To carry out IT support, on-site and remote or remote diagnostics either onsite or back at the workshop
- Carry out the planning, preparation, delivery, installation and configuration of both systems (e.g. PC operating systems, office products, bespoke software) following agreed documentation / procedures
Service Desk Analyst
Provided first-line technical support on behalf of the IT Service Desk to both the CSU and external clients. Operated as part of a collaborative Service Desk team, acting as the single point of contact for IT support through multiple channels including telephone, self-service portal, webchat, email, and remote assistance tools. Responsible for initial troubleshooting, logging and categorising incidents, and escalating to second-line or specialist teams when necessary to ensure timely resolution and service continuity.
- Train and guide new team members
- Maintain significant technical knowledge, understanding and skills to resolve advanced first-time fixes for technical issues for incidents and standard service requests, including PC desktop hardware, software, infrastructure, and other peripheral devices used by NHS commissioning organisations
- Identify trends in demands, escalating any issues where necessary to management or Problem Management
- Contribute to the Quality Management System knowledge base by writing new/amending documentation on processes and procedures, and identify improvements for pre-set solutions
- Work as part of the Service Desk team to provide a single point of contact for IT support for users via various methods, including telephone, and written communication methods such as self-service, webchat and remote support. This support encompasses both core and systems (i.e MS Office products, Thin client support, MS operating systems) and 3rd party technical software
- Provide first line technical support for incidents and fulfilment of service requests through defined processes, ensuring standards, quality, and consistent service delivery at all times in line with Quality of Call Monitoring processes
- Be responsible for providing first line technical support on behalf of the IT Service Desk to both the CSU and its Clients. The Clients of the CSU are likely to be Integrated Care Boards (ICB) and their associated general practices, as well as Trusts
Projects
Windows 11
Experienced and dedicated Senior IT Engineer with a strong background in large-scale system deployments and end-user support. Currently leading the enterprise-wide rollout of Windows 11 to over 30,000 laptops and desktops using SCCM, ensuring a smooth, secure, and minimally disruptive transition. Responsible for troubleshooting and resolving post-deployment issues, providing expert-level support, and maintaining high user satisfaction. Skilled in SCCM, Windows environments, and enterprise IT operations, with a proactive, solution-focused approach and excellent communication skills across technical and non-technical teams
Replacement of Legacy Devices
Project Engineer responsible for preparing and upgrading laptops and desktops for a large-scale Windows 11 deployment. Tasks included assessing and replacing incompatible hardware, reimaging devices, and ensuring full functionality of clinical applications post-upgrade. Utilised SCCM, Intune, and MDT to manage device imaging, deployment, and configuration. Collaborated closely with clinical and technical teams to deliver a seamless transition with minimal disruption to end users, particularly in healthcare-critical environments
Migration to cloud web content filter
Led the migration of user devices to the Lightspeed cloud-based web content filter, including the configuration of filtering policies, setup of virtual machines, and deployment across the user base. Ensured secure, policy-compliant web access while maintaining performance and minimal disruption during rollout
Wireless Access Replacement
Coordinated the installation, configuration, and update of Aruba Wireless Access Points (WAPs) by liaising closely with third-party vendors, ensuring seamless deployment and optimal wireless network performance