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PC Support Analyst 

PERSONAL DETAILS 

Date of Birth                          15th March 1969                                           Nationality                                British                                               

Driving Licence                    Full                                                                 Marital Status                          Single 

CAREER OBJECTIVE 

I am looking for a position that will allow me to exploit my current skills and expand upon them. An ideal position will encompass varied and interesting roles preferably within a large multi national organisation where there will be scope to broaden my horizons and working practices. I am looking to develop further my Training skills. 

SKILL SUMMARY

ü        15 Years PC Support Experience

ü        Professional and Mature Attitude.

ü        Broad and Detailed Knowledge of PC Products and Technologies.

ü        Excellent Customer Facing skills, Training  and Telephone Manner

ü        Professionally Presented.

ü        Proactive and Reactive to Current IT Trends.

ü        Developing Project Management Skills.

ü        Large Corporate Environments

SKILL SET

ü        TRAINING (One to One & Seminars)

ü        ROLL OUT/SUPPORT TEAM LEADER

ü        DESKTOP/FLOORWALKING PC SUPPORT

ü        (2nd & 3rd LINE)

ü        NETWORK SUPPORT and ADMINISTRATION

ü        ICT TECHNOLOGIES

ü        MIGRATION and ROLL OUT SUPPORT

ü        PROJECT PLANNING and IMPLEMENTATION

KEY TECHNOLOGIES

(Current / Main Skills in Italics)

 

SOFTWARE

ü        MS Windows – XP, 2000, NT4, 95/98, 3.1

ü        Win 2000/3 Server/Active Directory

ü        Windows NT 4 Server – Admin & Config

ü        Windows Terminal Services

ü        Novell 3.1 to 4.1 with Zenworks & NDS

ü        Microsoft Office Suite to Macro level

ü        Microsoft Exchange Server (Admin)

ü        Microsoft Outlook/Exchange

ü        Microsoft Project

ü        Microsoft Visio

ü        Lotus Notes 3 - 5

ü        Lotus SmartSuite

ü        MS DOS

ü        Corel Draw (Use and Support)

TOOLS

ü        Remote Admin – SMS, VNC, PC Anywhere

ü        HP JetAdmin          

ü        Norton Ghost

ü        NT/MS Backup

ü        Quetzal Helpdesk

ü        Norton Anti Virus/Symantec Client Security

ü        SOPHOS Anti Virus

ü        Arcserve/Veritas Backup Exec.

HARDWARE

ü        Dell Servers and PCs

ü        Compaq/HP Servers and PCs

ü        HP Printers

INFRASTRUCTURE/TOPOLOGIES

ü        LAN/Wan Connectivity

ü        VPN Solutions

ü        TCP/IP

ü        Novell NDS

ü        Microsoft Active Directory

ü        ICT / Internet Connectivity

ü        Structured Cabling

ü        RAS

ü        Mainframe/AS400 Connectivity.

ü        Wireless NICs and Routers

EDUCATION & TRAINING 

1992/1993               Oxford Business College (part-time)

                                Chartered Institute of Marketing's Diploma in Marketing (50% Completed) 

1987 to 1990          Oxford Brookes University (formally Oxford Polytechnic).

HND Business Studies. 

1985 to 1987          Grimsby College of Technology.

B.T.E.C. National Diploma in Computer Studies. 

1981 to 1985          Wintringham Comprehensive, Grimsby.

                                O'Levels: English, Maths, Computer Studies, Geography, History, Chemistry & Biology.

CONTRACT POSITIONS

Self employed under limited company status, [snip], as a ‘PC Support Analyst’. 

[snip] – CAD Printer Rollout and Training                        JANUARY 07

·         Delivering and Training users in the Use of their new dedicated CAD printer

 

[snip] – Laptop/Desktop Deployment for [snip]                        MAR to DEC 06

Laptop Team Leader / Lead Engineer – Numerous [snip] sites around the country.

Environment: Dell, Win XP, Office 2003, Lotus Notes

·         Developing and Presenting laptop training seminars to VIP [snip] employees (Managers) on a daily basis.

·          Providing 1st and 2nd Line Support whilst in site.

·          Windows XP/Notes/2003 Server Desktop environment.

·          Responsible for the efficient deployment of new Desktop and Laptop computers for [snip] Sites around the UK.

·          Managing a team of onsite deployment engineers and liaising with [snip] staff at the site to ensure the efficient deployment of new kit.

·          Producing documentation such as Trouble Shooting Guides and Laptop Presentation.

·          Highlighting/Escalating Laptop Build Issues and liaising with appropriate build room staff to remedy the problems. 

[snip] – Laptop Refresh AT THE [snip]                                                          Jan 06 to Mar 06                                                                        

Install Engineer/Onsite Support – Various [snip] sites around the country.

·          Troubleshooting unattended Laptop/PC XP deployments.

·          Manually upgrading failed ‘unattended’ builds.

·          Providing 1st and 2nd Line Support whilst in site.

·          Providing help and guidance to non technical [snip] staff at sites. 

[snip] – [snip] Choose & Book Project                                          Oct 05 to Dec 05

Networking Troubleshooter(TCP-IP) – Part of the National Programme for IT within the [snip].

·          Troubleshooting and Supporting network changes at Surgeries all of which have very disparate infrastructures from NT4 Server to Window 2003 Server.

·          Providing 2nd Line Support to the rollout team.

·          Planning & rolling out ‘Choose & Book’ ready PCs at Doctors Surgeries throughout The West Midlands and Worcestershire.

·          Updating PCs at Doctor’s Surgeries to be ‘Choose & Book’ Compatible, including security and vulnerability patching along with Anti Virus.

·         Training [snip] staff in the use of Choose & Book systems

·          Managing the migration of data from old for new kit. 

[snip] – [snip] Choose & Book Project                                            Jun 05 to Oct 05

Temp IT Engineer – Part of the National Programme for IT within the [snip].

·          Planning & rolling out ‘Choose & Book’ ready PCs at Doctors Surgeries throughout Lincolnshire.

·          Providing 2nd Line Support to rollout team.

·         Training [snip] staff in the use of Choose & Book systems

·          Updating PCs at Doctor’s Surgeries to be ‘Choose & Book’ Compatible, including security and vulnerability patching along with Anti Virus.

·          Managing network changes at Surgeries all of which have very disparate infrastructures from NT4 Server to Window 2003 Server.

·          Managing the migration of data from old to new kit. 

Norwich Union                                                                                                     Jan 05 to Jun 05

Build/Rollout Engineer

·          Pre Building Laptop Computers (XP) for rollout to staff, with user’s existing Lotus Notes data.

·          Managing Rollout Schedules at Sites around York.

·          Troubleshooting and Providing 2nd Line support to rollout team and users.

·          Deploying laptop computers at remote client sites, including migrating data, Lotus Notes workspace files and profile settings from the user’s old laptop(NT4).

·         Training NU staff in the use of New Laptops and Software
 

[snip], Scunthorpe                                                                                     Aug 04 to Nov 04

IT Support Engineer – 500 plus users

Holiday Cover. See Earlier Contract Below. 

[snip], Henley In Arden, Warwickshire                                                   Jun 04 to Jul 04

Technical Support Consultant – 100 plus users

Contracted for 6 weeks to provide support and guidance for the way forward for their IT Support Function.

·          Provide support to over 100 users, both remote and office based.

·          Administer the Novell 4.1 Network including setting up new backup procedures and jobs.

·         Migrated the old email server (NT4 + Notes) to a new Windows 2003 server and configured VPN Solution for remote users. 

[snip], Scunthorpe                                                          Dec 03 to May 04

IT Support Engineer – 500 plus users

IT Support during the transition from a mixed Win NT4, 2000, Terminal Services and XP Domain/Active Directory infrastructure to a Terminal Server/Active Directory Infrastructure.

·          2nd Line Support and Network Support and Admin(NT4, 2000, XP, 2000 Terminal Services)

·          Configuration and Maintenance of Networked Applications (Terminal Servers)

·          Specific responsibilities included backup procedures and backup fault resolution.

·         Project Work included amending helpdesk system; configuring servers, proxies; Backups; Setting up VPN Solution for Remote Users, Documenting the site infrastructure (Visio), etc. 

[snip]                                                  Sep 03 to Nov 03

Windows 2000 Server/Domain Implementation & Support

Migrated office from a peer-to-peer network to a Windows 2000 Server Domain Environment

·          Implemented a Windows 2000 Server Domain and XP Client Solution.

·          Symantec Client Security Small Business Edition

·          Implemented Backup Strategy (Veritas Backup Exec V.8) 

[snip]                                                                             May 03 to Jun 03

Windows XP Peer to Peer Network Configuration with VPN Link to Satellite Offices.

Implemented the above into 2 new offices (peer to peer due to cost constraints)

·          Implemented VPN Solution for inter office connectivity

·          Symantec Client Security Small Business Edition

·          Implemented Backup Strategy (MS Backup) 

[snip]                                                 Jan 03 to Feb 03

Windows 2000 Server/Domain Implementation & Support

Migrated office from a peer-to-peer network to a Windows 2000 Server Domain Environment

·          Implemented a Windows 2000 Server Domain and XP Client Solution.

·          Symantec Client Security Small Business Edition

·          Implemented Backup Strategy (Veritas Backup Exec V.9) 

[snip] –  Based At [snip] - Grimsby                    Sep 02 to Nov 02

Server Engineer / Data Migration

Migrating Servers from the old [snip] domain to the current [snip] (Gem) domain.

·          Decommissioning of Servers - Backing up of Servers and Data using Arcserve.

·          Building of (Gem) NT4 Servers – Ensure the servers were configured correctly and could be Qualified against American Federal Drugs Agency standards.

·         Migrating data and applications to the new ‘Qualified’ Servers.
 

[snip] –  Based At The LSC Humberside                                                          Mar 01 to jan 02

Project Planner & 2nd Line Support ([snip] Representative) – 100 users – 8+ Servers

Project Planning & IT Support during the transition from NT4Server/WS to a Secure

Windows 2000 Active Directory.

·          Planned and implemented the rollout of Window 2000 Workstation Desktop

·          Pre and Post Migration Support of both legacy system and Windows 2000.

·          Managed the transition to the new secured network using Windows Terminal Server to access the New LAN from the old LAN.

·          Managed and implemented the transition of users from one telephone system to another.

·          Managing the relationships 3rd party suppliers such as BT, FI group 

[snip] Based At [snip],  Hudson House, York                              jan 01 to mar 01

PC Support Analyst – 1500 plus users

IT Support during the transition from a mixed Win3.11/NetWare 3.11 to a Win NT4 Workstation/Server and Netware 3.12 Environment.

·          2nd Line Support at [snip]’s HQ in York but also supporting other sites such as signal boxes, power boxes and satellite offices.

·         Network Administration and Configuration of Networked Application 

[snip]                     OCT 98 to Dec 00

2nd Line Support / PC Support Analyst – 1000+ Users – 15+ servers

IT Support during the transition from Win3.11/NetWare 3.11 to a Win95/Netware 4.1 Environment and then Win95/Netware to Win NT4.

Final Role: Support Team Leader

·          Managing and Responsible for the support function at various sites throughout the country.

·          Resolving day-to-day IT issues and delegating responsibilities as necessary.

·          Administration within the [snip] NT Domain.

Previous Role: PC Support Analyst- Novell/Win 95/Lotus Notes Environment

·       Managed the relationship between the central IT support function and Remote Sites.

·       Technical Support and Network Administration Locally and Remote.

·       Lotus Notes Guru re: Remote Lotus Notes.

·       Installation & Configuration of standard UB and [snip] Desktop builds

PREVIOUS CONTRACT ROLES 

[snip], Acresfield, Manchester                                                                                           08/98 to 09/98

Temporary Regional IT Support Analyst – 8+ servers

Providing IT Support for the regional offices.

·       Managed the migration of the Manchester and Bristol Offices from a DOS/Windows 3.11 environment to Windows 95 on NetWare 3.12. 

[snip], Ladysmith Road, Grimsby.                                                                                                04/98 to 08/98

PC Support Analyst – 200+ users – 5+ servers       

 [snip], Carlton, Notts.                                                                                                  01/98 to 04/98

PC Support Analyst – 500+ users – 5+ servers 

[snip], The Atrium, St George’s St, Norwich.                                                                     09/97 to 12/97

IT Co-ordinator – 100+ users 

[snip], Toll Hill House, Toll Gate, Nottingham.                                                                              11/96 to 09/97

PC Support Specialist\Coordinator – 200+ users – 5 File & Mail Servers 

[snip], East Midlands Electricity, Nottingham.                                                             04/96 to 10/96

PC Support Analyst - Support & Rollouts – 1000+ users 

[snip] Ltd, Station Rise, York.                                                                                                                    09/95 to 03/96

PC Support Analyst - 1000 users plus – 10+ servers 

[snip], Ropemaker Place, The City of London.                                                                     08/95 to 09/95

PC Support Analyst - 100 Users plus 

[snip], Richmond upon Thames, Surrey.                                                                          05/95 to 08/95

PC Support Analyst – 100+ users – 5 File & Mail Servers 

[snip], Kings Road West, Newbury, Berks.                                                                      09/94 to 04/95

PC Support Analyst – 900+ users 

PREVIOUS FULL-TIME RELEVENT WORK EXPERIENCE 

[snip], Boston, Lincolnshire.                                                                                      06/93 to 11/93

PC Support/Training Officer

Employed as the Training Officer on the Countryside Job Bus.

Responsibilities:

·       Identification of students training needs and implementation of suitable training programmes.

·       Maintenance of Computer Software and Hardware. 

[snip], Angel Court, St Clements, Oxford.                                                                  06/90 to 07/92

Software Engineer

Responsible, under the Technical Director, for the design, development, implementation and support of FiDES' graphical point of sale personal financial planning package (LiFEPLAN) for financial advisers.

·          Design and implementation of the client database (Schema) in an in-house knowledge representation language.

·          Scanning of paper forms into the PC (Fact find) and the linking of the fields on the form into the database, i.e., the Graphical User Interface (GUI).