AAH Pharmaceuticals Ltd.
4/2003 - 6/2003
Shortly after leaving Cap Gemini Ernst & Young I was employed at the head office of AAH
Pharmaceuticals Ltd in Coventry. AAH is one of the largest distributors of medicinical
drugs to local Pharmacies across the UK also being the parent company of Lloyds Pharmacy.
The company has around 200 people on site with approximately 20 warehouses situated across
the UK with 3 in Northern Ireland.
I was contracted for 3 months in which I was employed at the help
desk. I was one of 5 IT Support Analysts providing support to the main office and all
national warehouses across the UK.
Software Supported:
AAH have deployed a range of Microsoft operating systems for their staff. These include
Windows 95, Windows 98SE, Windows NT (which was the most popular), Windows 2000 and Windows XP.
It was the job of the analysts including myself to support these operating systems. If the
problem could not be solved in the first instance, the call was logged and assigned to two
analysts working beside myself who were first and second line.
If the problem could not be fixed over the phone, a remote login software called DameWare was
used to take control of the users computer on the fly. This way we were able to fix the problem and at the
same time talk to the customer upon the procedure that we took so that the customer is aware should
the same problem arise again in the future.
All employees of AAH used Microsoft Outlook to manage their e-mails and contacts and calendar.
Since I also use this program too I have an in-depth knowledge of this program. In comparison to
Lotus Notes it is alot more simpler and is used primarily to send and receive e-mails.
Since AAH Pharmceuticals used Unix severs for all the computers including the warehouses Novell
Netware version 4.5 & 5 were used to connect the Windows operating systems to these unix servers.
All file and printer sharing was managed through Novell. Both Netware Admin and Syscon were used to
access peoples accounts depending on which version of Novell they were using.
Call Logging Software Used:
TouchPaper was the software used at AAH Pharmaceuticals to log the calls with.
"Touchpaper is a leading supplier of fully integrated IT Service Management and CRM
solutions to a worldwide customer base of over 1,500. With over 20 years experience
as a software solution provider, we provide best in class products, fully complemented
by a wide range of associated services including consultancy, training and support."
