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A Senior
client-server support engineer with over ten years IT support
experience at various levels. Qualified as a Microsoft Certified
Professional as well as holding other industry standard
qualifications. A good team player with project experience,
drive, ambition and leadership qualities. Used to working under
stressful conditions and no stranger to satisfying stressed or
frustrated customers where others have failed.
CAREER
Sep 2004 –
Present
[snip] Plc
I.T. Support
Analyst
Based between
Glasgow, Newcastle and Teesside covering all aspects of I.T.
support, installation and maintenance for the offices and sites
in the north east of England and Scotland. Day to day duties
would involve communication with the helpdesk, preparation and
delivery of new equipment, support of desktop, laptop, network
and server hardware inclusive of applications, connectivity and
operating systems. Meeting SLA requirements call reporting and
working unsupervised are also basic requirements of this
position.
Currently supporting 3
Windows 2003 servers located in the Glasgow office, a further 3
in Newcastle and 2 servers in the Teesside offices.
Feb 2004 – Aug
2004
[snip] Senior
Network Support Engineer
Based in
Cumbernauld and covering Scotland and the north of England.
Daily duties include Installation of Windows 2003 servers, SBS
2003 servers, diagnosis and repair of 2nd and 3rd
line support as well as break fix support on for a large client
base. All elements of networked desktop and server systems as
well as printers and other peripherals. Also provide when
required, assistance to junior engineers and pre-installation
consultation with sales department. Company sold out in
September ’04 (Again).
Sept 2003 – Feb 2004
[snip]
Server Support (Contracted to NHS)
Providing
support to all Health centres and GP surgeries in Lanarkshire.
This covered fileservers (windows 2000), desktop pcs and
applications including Gpass, Veritas Backupexec/Netbackup.
Usual technologies included were Dell, Toshiba, HP/Compaq as
well as many other brands. Responsible for all new
installations, and server upgrades within the Lanarkshire area.
Contract ended February
2004.
Apr 2003 – Sep 2003
[snip] Service
Engineer
Providing various
levels of field based support, and covering a wide spectrum of
problem solving from hardware break fix (Workstations and
Servers of all makes and specifications) to large scale
networking and application issues. Supporting various operating
systems from Windows 95 to Windows XP, application support for
Office, Gpass, Exchange sever 5.5 and 2000, Lotus Notes, Citrix
Metaframe XP, various backup applications and SQL Server 7 and
2000.
Network operating
system support including windows NT, 2000 and Novell 4.
Jun 2000 – Nov 2002 URS CORPORATION
LTD
Senior
Network
Support Analyst
Working within I.T.
Dept. managing the helpdesk support and I.T. Service resources
on a daily basis for 300 + users countrywide. Reporting to the
European I.T. Manager, my duties included dealing with helpdesk
telephone calls and e:mails, reviewing daily stats and compiling
weekly and monthly reports ensuring SLAs were being met. Also
performance reports on staff as well as performing duties as
described below.
Added duties included
Project engineering/planning, taking charge of All Server and
Desktop Rollout Projects, support issues, and distribution
of ownership support calls to a team of engineers countrywide.
Identified major support enhancement by implementing desktop
remote control UK wide. End user Application training and O/S
training was also a duty. Maintenance of high availability
strategy for all servers was also a principal duty.
Supported 5 windows 2000
servers which I upgraded from windows NT4 in the Glasgow office,
2 windows 2000 servers in Manchester and 2 in Leeds.
Made redundant in November
2002 Due to company wide Core Services cutbacks.
Aug 1999 - Jun 2000 CONTRACTING WITH
COMPUTER FUTURES LTD
I.T. Consultant
Working within the
I.T. Dept. in the Glasgow offices of
URS Corporation Ltd, dealing with general
networking issues,
Supporting several NT4 and windows 2000 servers, 300+ users
inc. Lotus Notes Windows/Office 2000 and XP support, LAN/WAN
security and Diagnostics. Also worked on several projects
including y2k, Win2k rollouts, Software and hardware
support/administration.
Feb 1998 – Jul 1999 CARPE DIEM
SOLUTIONS LTD
Senior Service Engineer
Based in Glasgow
covering Scotland, performing a wide range of duties including
resolution of escalated technical problems. Installation and
integration of Microsoft NT and Macintosh OS client-server
technologies.
·
Achieved Compaq ACT certification and progressing towards ASE
(self financed).
·
Achieved Microsoft NT4 MCP certifications with progression
towards MCSE (self financed).
·
Attend numerous Apple Mac courses.
·
Promoted to senior service engineer largely due to peer
recognition and technical ability.
Sep 1997- Feb
1998 CYBERDESK COMPUTER SERVICES LTD
Field
Service Engineer
Working from
home, covering Scotland and North England. Installing,
diagnosing and repairing stand-alone PCs, LAN/WAN equipment,
networks, and software services as required.
Jan 1997 – Sep
1997 N.V.T. COMPUTING LTD
Field
Service/Project Engineer
Based in Glasgow
and covering Central Scotland,. Installing, diagnosing and
repairing all elements of networked desktop and client-server
systems including hardware and printers.
·
Selected to be trained on Windows NT4 made responsible for all
NT4 installation and maintenance projects.
Jul 1995 – Jan
1997 NEWARC COMPUTING SOLUTIONS LTD
Field Service Engineer
Based in Glasgow,
maintaining desktop, client-server and networking equipment in
Scotland and North England
·
Developed a sound working knowledge of Windows NT 3.51 to
complement other NT skills and cover installation and
fundamental support issues.
May 1994 – May
1995 ESCO COMPUTER SYSTEMS AND MAINTENANCE LTD
Trainee Field Service
Engineer
Extensively
trained on both field and bench diagnosis and repair techniques
before being promoted from trainee. Supported customers in
Central Scotland and the Borders with IT maintenance contracts.
Made redundant when company was purchased by ICM.
Sep 1991 – Dec
1993 CLYDESDALE ELECTRICAL LTD
Electrical Appliance Installation Engineer
Covering Scotland
and in particular, Aberdeen and Angus area, installing the
complete range of domestic appliances offered by the Company.
Made redundant when company went into receivership.
EDUCATION UDDINGSTON GRAMMAR SCHOOL
SCE ‘O’ Grades
Geography Accounting
English French
Chemistry Mathematics
CENTRAL COLLEGE OF
COMMERCE
Scottish National
Certificate
Business Studies
with I.T.
QUALIFICATIONS
Microsoft Certified Professional (NT4 and Win2k).
Accredited HP Technician (APS
Proliant).
SNC Business Studies With
Information Technology.
RGIT Offshore Survival
Certificate. (Expired)
COURSES
Microsoft Windows 2000 MCSE
Microsoft Windows NT
Administration (Server and Workstation)
Microsoft Windows NT Core
Technologies
Various Macintosh courses
Various Compaq/HP courses
Various Customer
service Courses
RGIT Offshore
Survival, first aid and Fire fighting Course
INTERESTS
PC technology, swimming, driving, travel and keeping fit.
CAREER AIMS
Eventually to become a team leader or extend my technical
knowledge within a more specialised field. |
