Key Experience & Skills

·         Over 8 years in IT support including 5 years as a Senior Engineer  or Technical Team Leader,

·         Proven ability to work to tight SLA deadlines in high pressure environments,

·         Extensive customer facing skills built up while supporting users including board level executives,

·         MCP accreditation for Windows XP Professional and NT4 (Workstation),

·         HP Accredited Platform Specialist certification for Proliant servers,

·         Excellent experience (6 years +) providing in-depth support for Windows NT/9x, Office 9x/2000, Outlook 2000, Lotus Notes 4.x/5.0, Internet Explorer, PDA’s (iPAQ/Palm/Blackberry), Windows Remote Access, and Networking under TCP/IP and IPX/SPX environments,

·         Solid experience (3 years +) supporting Windows XP/2000, Office XP, Citrix ICA Client, Remedy, and Vantive,

·         3 years experience providing full hardware support for PC’s, printers, laptops and servers. 

Career History & Key Achievements

A hands-on technical role managing 6 engineers in the provision of support and installation services for [snip] offices in Central London.  Covering 1500 users on 7 main sites the team dealt with multiple platforms and domains in an extremely diverse technical environment.  Amongst other duties I was responsible for:

·         Supplying support for board level executives at the [snip] London Executive Office,

·         Analysing Root Cause Analysis data to highlight recurring issues and call reduction opportunities,

·         Consistently overachieving against our SLA target of resolving 95% of incidents within 8 hours,

·         Acting as the main technical escalation point for engineers based at [snip] sites,

·         Providing 2^nd/3^rd level support for the [snip] platform comprising a mixture of Windows NT/2000/XP clients,

·         Providing hardware support for all servers, laptops and PC’s based in Central London,

·         Managing ad hoc projects and rollouts including the move of over 350 users to a new floor,

·         Providing end-user support during a large-scale Blackberry rollout. 

Working, as one of two Senior Engineers, within a team of sixteen providing support for over 2500 users at one of the worlds leading insurance companies.  Along with my fellow Senior Engineer I was responsible for:

·         Deputising for the team leader during any absences,

·         Acting as a technical escalation point for engineers dealing with issues on Windows 9*/XP, Office 97/2000, Lotus Notes, and PDA’s,

·         Dealing with issues/requests that have been escalated by the client,

·         Providing hardware support for IBM laptops/PC’s and HP servers in Central London,

·         Managing the movement and subsequent testing of all IT equipment during the relocation of 2500 people to Marsh’s new UK headquarters,

·         Creating a bootable CD for engineers that amalgamated common software tools via a web based interface,

·         Overseeing ad hoc projects including the creation of an image server and installation/testing of a high-volume scanning solution,

·         Assisting with the clients Windows XP rollout.

Leading a 5 person team covering roles in Desktop Support and Operations for a rapidly expanding law firm.  Based on the client’s site I was primarily responsible for; ensuring the team met strict SLA’s, acting as a liaison with the client, and overseeing the performance and development team members. 

·         Increasing the SLA achievement rate for the Desktop Support team from 94% to 99%,

·         Providing full cover for the Network Administrator during periods of absence, including managing the data backups and administrating all NT, Novell and MS Exchange accounts,

·         Undertaking ad hoc projects on behalf of the client including a firm wide convergence of PC configuration and the piloting of new software rollouts. 

Working as part of a team providing hardware and software support for high-ranking members of the armed services during a transitional period leading up to the planned end of CGEY’s contract.  This required government security vetting to allow exposure to classified material.   

Working within a Problem Management team ensuring all issues were dealt with in a timely manner by a helpdesk fielding in excess of 20,000 calls a month.  Our main responsibilities were the co-ordination of the helpdesk’s response to all major incidents, working with resolving groups to provide regular updates to the Service Centre, Senior PwC Management and end-users.  We were also responsible for:

·         Proactively monitoring the quality of service provided by 1^st Line Analysts and dealing with any quality issues raised by the client,

·         Providing a central point of escalation for analysts with procedural or technical questions,

·         Maintaining the helpdesks Intranet. 

Working as a 1^st Line Support Analyst providing software support. 

Membership of an international team of volunteers spending four and a half months training in Norway followed by six months working on a development project in Zimbabwe. 

Working as part of a Personal Equity Plan administration unit.  Undertaking roles that included creating new accounts, reconciliation of investment receipts and the sale of surrendered plans.

Education

References

Available on request.