An experienced Information Technology Support Professional with substantial employment-based support experience and an extensive experience-based ICT portfolio, together with the ability to empathise and engage others. Able to offer excellent customer service and communication skills, adaptability and reliability, an eagerness to master new skills and concepts and the ability to become effective and efficient in any role in the shortest possible time.

Skills & Achievements

Eight years vocational Information Technology, Communication Technology, Business Administration and Technical Support Helpdesk experience, including Internet support, technical support, systems management, network management and office management.

Technical and employment-based continuous personal development in Telecomms and Datacomms.

Training Officer with experience in Employment and Skills Training, and IT Support

Clean Current Driving Licence, and own vehicles insured for Class 1 business use

ICT Competencies

Experience

·                    Wireless Networking          Designed and implemented a community Wi-Fi network

·                    Licence Management          Administered MS Select MVL programme for [snip]

·                    Internet Engineering            Planned and Implemented segmented LAN with Public IP range

·                    Telecommunications            Provided daily network utilisation reports to ISP call centre

·                    Team Management             Provided sickness and holiday supervisor cover to call-centre

·                    Technical Support   Provided 2^nd line ISP helpdesk support to over 200,000 users

·                    Technical Support               Provided 1^st line support to [snip] users

·                    Systems Rollout                  Rolled out Windows XP/Office 2000 to Training Centre

·                    Systems Support                On-call support to schools in LB Lewisham

·                    Project Rollout                   Involved in the Job Centre LMS rollout

·                    Team Player                       Effective training provision – including sickness cover

·                    Team Player                       Effective senior member of a 120 man support desk
Employment and Development

2005                [snip] – 2e2 Group

When 2e2 Group won the Nuffield Hospitals IT ServiceDesk contract in October 2005 I was promoted to Senior Tier 2 Helpdesk Support Analyst on the new desk. My initial duties included liaising with third-party suppliers, and providing direct support to users by telephone and using Remote Access tools. I was also responsible for daily escalation and call reports. Additionally I assisted in training Tier 2 and 3 colleagues in Clinical software.

Prior to this I was a founder member of a team of Helpdesk Support Analysts providing hardware and software managed support to the Avon and Bristol [snip] IHT unit. This involved regular customer contact with both Doctors and Practise Managers in the Bristol area. With ‘First fix’ targets of 98% on Software issues and 95% on hardware, the helpdesk opened with a first week performance of 100% calls closed within SLA, and has been within SLA for every week since.

2005                [snip]

I provided ICT, press liaison and design & printing services to this small political party during the 2005 General Election campaign and following leadership contest.

2004                [snip].

As a Training Officer I provided job-search and employment training to unemployed adults, including Soft Skills and Personal Presentation. Additionally, I was the local Technical Support liaison, and provided 98% first fix on the client facing network. Following the office move in May, I was seconded to the local Technical Support unit, with responsibility for the Corporate Email system, and was also tasked to design and configure the local network in the Basingstoke branch, together with ADSL and VoIP links to other offices.

2002 – 2003    [snip].

In this contract role, I provided product support to [snip] as part of a six-person team. Within the team, I filled a first-line role, dealing with customers and suppliers as well as implementing ISO procedures to manage corporate software, hardware and loan inventories.

2001 – 2003    Reading College of Art and Design, Reading, Berkshire – Training

       *   MS Word 2000 - Expert                      *  MS Excel 2000 - Expert

1999 – 2000    [snip]

As an Internet Support Analyst for the largest UK-based Cable Television Supplier, I was responsible for meeting a Service Level Agreement of 90% first-line fix and over 98% second-line fix. Following the launch of the SurfUnlimited product, the customer base increased from 35,000 to 247,000 users, and as a result the department was expanded from 30 to 120 staff, and my role was expanded to include training and supervisory duties. I also sought training in Business Services and regularly provided cover for Leased Line support, providing a 90% first-fix. After the announcement of the transfer of the Support Desk to Liverpool, my role extended to day-to-day management of the office during the eight-week roll-down period.

1999                [snip]I was employed as a Support Engineer, and provided support to a UK customer base of around 25,000 customers, including both home and business users. I was directly customer-facing, and provided first and second-line customer support with a 94% First Time Fix rate. CIX was the first UK ISP to offer a VoIP service, and I developed and implemented a full support service for the 'AplioPhone' VoIP device.

Education

1987 – 1990    France Hill School, Camberley, Surrey. General Education

                        6 GCE 'O' level and GCSE passes

1983 – 1987    Duke of York’s Royal Military School, Dover. General Education

Interests and Activities

Audience Feedback Monitor, Crown Castle Communications

Amateur Radio, Community Radio, Community WiFi and Sound Engineering

Keen motorcyclist – Member of SERV blood delivery service charity

Additional Information

During my employment and training, I have continued to keep in touch with developments in networking and IT. These include:-

●       Continuing Personal Development

While at [snip] I started training towards my MCSE, and have since continued personal development towards that qualification. I have also started working toward Red Hat Linux certification, and to that end now have a Multi-OS Ethernet and Wireless network implemented at home, utilising Windows 98, 2000, XP, 2003 Server, Pocket PC, and Linux. This is extended to the Internet via ADSL and I operate my own Mail, News, Web and DNS servers locally. I have recently implemented a Windows x64 and Windows Vista testing enviroment.

●      Registered Member of the Microsoft Partner Programme: Partner ID 925721

I joined the Partner Programme in 2001, by way of the 'Action Pack Subscription' and have maintained my membership. This allows me access to the major Microsoft packages on beneficial terms, and also provides advance 'beta' access to new releases, such as Windows Vista and Windows XP for 64 bit Processors. As a result, I have experience of working with the latest Microsoft packages from release.

●       Local network node for Community Wireless ISP

As a Radio Amateur, I enjoyed designing a theoretical wireless ISP. Following publication of the design on the MeshAP email list, I was contacted by E-Hotspot Ltd, and provided a local wireless node for 12 months. Following the withdrawal of the service by E-Hotspot, I am investigating alternate provision for the local area.

●       Technical Support for local small businesses

To maintain my experience I continue to offer freelance On-Call support services to local businesses, including [snip] and others. This includes occasional journeys to London to support long-standing customers.

●       VoIP and VPN service for [snip] - Teleworking

I have implemented a VoIP solution which allows me to offer a Virtual Support Desk facility from my own home. This utilises my own ADSL broadband connection and open-source VPN solutions and includes Direct-Dial inward and outward telephone services covering the UK, US and EU, as well as Video-Conferencing and Dedicated [snip] facilities. Effectively I can offer my services worldwide as if residing in the country of engagement. This allows me to offer a full telecommuting solution to a client at minimal disruption and cost to either myself or the business.