CURRICULUM VITAE 

Personal Details                                                         

 Career Objectives 

I am an enthusiastic and dedicated person who has 20 yrs experience in Information Technology. I have gained my experience from working in a pressurised Helpdesk, Desktop, and Customer support environments in corporate companies.   

Technical 

Microsoft Office 98,2000,2003 XP

Microsoft Windows NT 4.0, 2000 and XP

Novell Netware 3.11 - Netware Administrator Course

Cisco call manager

Eyertel Media Player

MS-Dos (All versions) - Advanced

Windows NT 3.1 - Advanced

TCP-IP Networking intermediate

PC Architecture, MS-Dos Architecture, Network Fundamentals, Windows NT 4.0 – Core Technologies

ITIL Foundation

ITIL Change Management

Marval Helpdesk software

Advanced Helpdesk

Wise Studio Packaging

Altiris Client Management Suite

Microsoft SMS 2.0

Wise Installer 8.0

Active Directory 2003

Group Policy

Patch Management

RSA 1 & 2 Typewriting  

 Employment History 

Jan 2004 to date       [snip], Basingstoke 

Change/Release Manager 

I am currently Change/Release Manager and have gained ITIL Foundation and

Change Practitioner qualifications.  I am responsibilities for managing all IT changes within Winterthur Life and manage software deployments/releases to 1000+ clients.

My main responsibilities are: 

Release Management

·         Determine the release policy

·         Planning releases and develop detailed release plans

·         Ensure testing completed prior to implementation

·         Validation of back out plans

·         Management of the release roll out

·         Assessing and obtaining tools to assist the Release Management process

Change Management

·         Review and filtering of change requests

·         Approval / rejection of change requests

·         Assignment of changes to the appropriate groups

·         Review change schedule to minimise disruption to customers

·         Chair the Change Advisory Board meetings

·         Ensuring change records are updated throughout their lifecycle

·         Monitoring the progress of changes

·         Reviewing and Closing changes 

April 1997 to 2004     [snip] Basingstoke,  

Senior Desktop Support Analyst  

I was required to supervise a small team to ensure business continuity

for approximately 1500 user across 3 national sites. Working closely

with senior management coordinating demos, installations, training on

Office applications and software deployment of Microsoft and Inhouse Applications. This role I gained software deployment skills, technical skills on software and hardware.                             

•          Support of Windows NT4.0, Windows 2000 and XP, over 1000 desktops.

•          Hardware and Application support on range of desktops.

•          Laptop Support on Compaq Evo range, for remote dialup users

            Implemented SMS as part of corporate infrastructure throughout company

•          SMS Project Leader, deployment of software packages i.e. Office Apps, OS Service Packs, In-house Apps.

•          Re-packaging of in house applications.

•          Migration project from NT to XP, using Altiris Solution.

            Release Management of applications throughout organisation.

            Understanding of ITIL Release/Change Processes.  Responsible for scheduling

Releases, testing and user acceptance, sending software releases out via Altiris to current user base.  I chair regular change meetings and am involved in forward scheduling of changes within the organisation.

•          Knowledge of Ghost Imaging software, to an intermediate level.

            Knowledge of Altiris deployment solution to an intermediate level.

Helpdesk Support                       

•          1000+ user support on all Windows O/S, MS Office and in-house applications.

•          Setup of Helpdesk Call Logging System which was Computer Associates Advanced Helpdesk

•          Producing reports on call statistics

•          Setup of Knowledge Base for technical articles to assist users and to

            Increase technical knowledge on Helpdesk.                                

 1992-1995       [snip],  Wokingham, Berkshire 

Customer Support Technician 

•          Telephone Support to End User Customers (end user, dealers, large corporate and distributors)

•          Dealing with different types of customers, SLA’s

•          Providing support on various applications, these included MS-DOS,

Windows 3.0 – 3.11, Windows N 3.51 etc

•          Conducted Technical Workshops and Training to various teams in house  

1990-1992                   [snip], Bracknell, Berkshire. 

PC Support Specialist 

•          Telephone Support to Dealers and Distributors of software applications, Harvard Graphics and Database product Superbase.

•          Bug Testing and Escalation of problems to development teams.

•          Conducting in house training courses to users 

1986-1990                   [snip], Aldermaston, Berkshire. 

Computer Operator & PC Support 

•          Computer Operator on ICL ME29 Mainframe

•          Scheduling of Jobs and Backups for overnight processing

•          Troubleshooting of Jobs which had failed

•          Progressed into PC Support, supporting large base of PC Users. 

1984-1986                   [snip], Basingstoke, Hants. 

Junior Computer Operator 

•          Operation of ICL Mainframe, taking backups, data input of sales

invoices and credit notes. 

Education History 

Attended John Hunt of Everest School, Basingstoke, Hampshire. 

C.S.E’s  9. 

IT Courses attended: 

Microsoft Exchange Administrator 5.5 – Basic

Wise Package Studio 4.0 – Packaging Basic

ITIL Foundation Qualified

ITIL Change Management

Windows 2000 – MCP Qualified

Microsoft SMS 2.0 – Advanced

Windows NT 4.0 Workstation (Administration course) – MCP Qualified Windows 2000 Workstation (Administration course) - MCP Qualified Microsoft Exchange Administrator 5.5  Basic

MS Dos All versions - Advanced