PROFILE: 

An accomplished IT professional with more than eight years experience in the field, able to work as part of a team or independently. Confident in interacting with internal and customer contacts alike regardless of job status. Possessing a broad range of competent hands-on experience of IT systems and consultancy.

EXPERIENCE: 

September 2006 – Current   XXXX  – 2nd Line Support/Heldesk Technician 

Responsible for setting up and maintaining company helpdesk and asset tracking system in accordance with CMDB and ITIL strategies.

Setup and maintained IT intranet and in-house forum.

Monitored and maintained in-house forum.

Managed Service Desk when Systems Manager was off due to holiday.

Utilised knowledge of Apple and PC operating systems to track and repair any issues that arose.

Catalogued and documented any IT problems and solutions that arose within the helpdesk database in accordance with the ITIL structure.

Managed users by utilising the Citrix Metaframe Architecture.

Managed users access rights on the domain using Active Directory.

Dealt with ordering any hardware that was required.

Installed any of the hardware that was ordered or had been delivered.

Dealt with the setup and transfer of the BCM-Console software onto a new server. 

January 2006 – June 2006  XXXX – 3^rd Line Support/Roll-out Technician           

Responsible for the roll out of new Windows XP systems.

Responsible for the Installation of all new Trust IT equipment

Helped in the migration of all Trust employees to the Active Directory system.

Responded to calls sent through the helpdesk for all IT related issues.   

August 2005 – January 2006  XXXX – Installations Technician           

Responsible for the Installation of Projector and Interactive Whiteboard equipment in educational establishments throughout the UK.

Responsible for fault diagnosing and repairing on-site.

Confirmed with customers the exact installation settings and made sure these were adhered too.

Adhered to company working practices exactly. 

February 2005 – June 2005  XXXX –2^nd Line Support 

Answered emails with problems regarding the SuSE Linux operating system within a set time frame.

Answered multi-national telephone calls from customers with problems installing there SuSE Linux Operating system.

Worked closely with customers through to a resolution of their problem.

Managed and maintained company servers.

Handled Active Directory Migration of staff base. 

July 2004 – January 2005  XXXX – Sales Verifier 

Made sure that accurate information was input into the computer systems.

Acted as management in any managerial absence.

Made sure that all company policies and procedures were met and adhered too.

Confirmed that the sales-person had not mis-sold the product.

Liased with management on a day to day basis.

Made sure accounting for the project was kept up to date. 

August 2001 – May 2004  XXXX - Manager

Made sure all company targets were met.

Kept all staff lively and upbeat.

Liased with staff on a wide variety of levels.

Made sure all company practices were met.

Handled complaints from customers. 

September 1998 – May 2001  XXXX, Limerick – Field Service Engineer 

Responsible for a variety of break-fix issues in customer’s homes.

Liased with staff over the best way to resolve a situation.

Visited customer’s homes to repair faulty hardware.

Trained customers in use of systems.

Responsible for the repair of Dell products in the whole of Southern Ireland.

Migrated the Dell, Limerick facility onto Active Directory.

Responsible for the in-house repair of all Dell systems and Servers.

Designed and re-built customer fault reporting database and documentation. 

2001 - current   XXXX  -  IT Engineer 

Setup and managed all in-house Microsoft Windows 2001/2003 systems.

Migrated all users onto Active Directory.

Setup and managed users accounts.

Repaired systems if faulty. 

This position is a constantly running position due to knowing the owner of the business, therefore on-call when available. 

IT TECHNOLOGIES UTILISED:

 EDUCATION: 

            8 standard grades at Level 2 or above.

            5 Higher grades at Grade B or above. 

            HNC Software Development.

            HND System Support. 

            CCNA Cisco Certified Networking Associate.

            CCNP Cisco Certified Networking Professional 

            Studying towards MCSE (Microsoft Certified Systems Engineer) 

PERSONAL DETAILS: 

            Driving Licence:  Full (Clean)           

            Marital Status:  Single 

INTERESTS / HOBBIES:

Computer Hobbyist, watching films, snooker, 9 ball pool, golf, socialising, car mechanics.