A dedicated, competent person, committed to delivering a high standard of work, and who is self motivated and works under own initiative with excellent communication, customer service & IT skills.

I have acquired the Comptia A+ qualification and am currently studying for the Microsoft Certified Systems Engineer (MSCE) qualification and Cisco certified network professional (CCNP) Qualification.

Ability to build computers from components, install software and operating systems, also configure computers in a network environment and have 10+ years experience in breakfix, diagnostics and configuration of PC & Networks both wired and wireless. 

Ability to implement various topologies as well as setting up domains and Workgroups. 

Understanding of network services and protocols and how to implement them.

Operating Systems:           Windows 95/98, Windows NT, Windows 2000, Windows XP, DOS

Software Packages:            Microsoft Office/Professional, Remedy, Service centre,
                                       Remote access, Net meeting

Computeach International        Present  MCP 70-270 (MCSE Microsoft certified Service Engineer)

Computeach International        Present             CCNP (Cisco certified network professional) 

Q&A Training centre                            2006                  Comptia A+ pass 

St Philip Howard Sch                          1978 – 1983      5  O level passes, 1 A level pass

 XXXX - IT Service Desk Analyst

October 1997 – Present 

Experience and Knowledge- Twelve years continued service and experience of Retail Store, IT Infrastructure. To provide first line technical support to the entire XXXX store estate of IT Hardware & Software. 

Structured problem solving- My main role includes receiving calls from store based users, identifying problems using structured fault diagnosis and in most cases applying a resolution or escalating the problem to 2^nd line support or perhaps a 3^rd line service provider.  

Inter personal skills- this position utilises both my broad customer service skills and analytical thinking ability and strong communication skills. 

Managing People- In addition to the above, I also frequently manage the operation of the departmental team consisting of approx 17 analysts ensuring that the departmental SLA’s are met and managing the received outstanding problems, assigning problems and matching problems in accordance with a particular analyst’s skills. 

·    Effectiveness - The IT Service Desk currently has a 1^st line call to fix rate of 85%, My own additional contribution to this has been to actively share knowledge amongst team members on a one to one level and by reviewing and updating departmental online problem determination guides. 

XXXX – Senior Office Clerk

October 1994 – October 1997 

·          Responsible for various Store administration tasks, including carrying out store Price Changes. 

·          Coordinating all store advertising around various in store and national promotions. 

·          Acting as Store Champion and the first point of contact for all IT related faults such as Checkouts, Office PC’s, Printers, Network related issues etc.  

·          Was awarded Employee of the month on several occasions. 

XXXX – Stock Controller

September 1984 – October 1994 

·          Responsible for the day-to-day management of stock within the central warehouse,  

·          Compiling & despatching orders to approximately 60 branches nationwide. 

·          Producing sales and trending reports for various teams within the organisation, processing delivery notes and invoices  

Building Custom PC systems, PC based Video editing, Web design & Computer animation, Wired and Wifi Network Installations, Cinema & Film, Swimming, Dining out, huge interest in technology and gadgets and also enjoy DIY and gardening