PROFILE
Support experience
has been gained in various working environments including
financial, legal and also the public sector (Charities). Apart
from strong communication skills, both verbal and written,
coming from a scientific background, I also bring analytical
skills to work, displaying high attention to detail. Thriving on
challenges, committed to deadlines (sometimes working late night
and weekends when required), to meet SLA levels. Flexible in
working practises. Consistently seeking ways to improve and
develop myself and to aid those around me. Studying with a view
to move into Security Administration arena.
PROFESSIONAL QUALIFICATIONS
CompTIA Security
+
MCP- Installing,
Configuring, and Administering Microsoft Windows 2000
Server
MCP- Installing,
Configuring, and Administering Microsoft Windows 2000
Professional
TECHNICAL EXPERIENCE
Arc Connect Agent
(The Phone
system)
Microsoft (MS) Windows XP
Action Request
System (Remedy)
v.4
MS Windows 2000
Directory and
Resource Administrator
(Net IQ0 1995 -
2002)
MS Windows NT 4.0
Enterprise
Management System v
2.0
MS Windows 98 & 95
DOCS OPEN
v3.7.2
MS Windows 3.x, DOS
Phoenix
Novell 4.12
DeltaView
NT Enterprise
Administrator
HARDWARE
MS Windows NT
Security
Administration
PC/Laptops: Elonex, Compaq, Dell, Toshiba
MS Windows 2000
Exchange Administration
Printers: HP, Lexmark, Epson, Canon
Kvault
PDA’s: Palm Pilots, Blackberry,
Royal Blue Touch
paper
Helpdesk
Mobile Phones - Nokia
Assyst Enterprise
v5
Secure ID Tokens
GDIP v4 INFGEN
Applications Installer
Lotus Notes
Funk Software Proxy
v2.0
CAREER HISTORY
[snip] Feb 2006 –
Position: Customer
Engineer (Contract)
-
Logged and
resolved calls using Touch Paper Helpdesk system
-
Support
provided for bank users on two sites using a Win NT/XP
platform, in a Lotus Notes mail environment
[snip] Aug
2005 – Dec 2005
Position: IT User Administrator (Maternity
Cover)
-
Created, moved
and deleted user accounts within the company’s international
offices, using Active Directory.
-
Permissioned
user profiles;
-
Created
distribution groups/list and Public Folders
-
Also created
accounts for user’s Blackberries and signify account (Secure
id tokens).
-
Liased with O2
(phone company) when setting up users mobiles.
-
Moves and
Changes for international trainee accounts
[snip] Sept 2001 –
June 2005
Position: Systems Engineer
Within the role of
Systems Engineer, contracted out to various sites to provide
several levels of support:
Client Sites Contracted to:
[snip] (Oct
2004 – June 2005)
Position: Corporate
Security Webadmin Administration
§
User
Support and Administration to over 11000 users, using WebAdmin –
web-based application based on Active directory structure.
§
Responded to user requests, from a call queue, this includes
applying software to user accounts, changing account permissions
as per request and corporate procedures.
§
Liased with other support teams to ensure that requested
applications meet licensing requirements. And to ensure that
user account creation is fully completed.
§
Using
WebAdmin created, modified and deleted user/group accounts.
§
Created and deleted user’s application accounts, removing from
specific global groups.
§
Addition/removal of network drives.
§
Added
and removed print queues.
§
Ensured permissions and privileges are adequate for the
users/groups, as per requests, in line with corporate
definitions.
§
Involvement in team meetings (either physically or via
conference call) participating in evaluating and updating team
processes.
§
Contributed to documentation to ensure all corporate defined
standards are adhered to, as required by audit.
§
Worked overtime (weekends) to meet deadlines as and when
required.
[snip] (Feb
2004 – July 2004)
Position: XP
Deployment Engineer (Project Work)
§
As
part of the Global XP Deployment team, did auditing of test user
group
§
Built
desktop and laptop with available XP build
§
Added
packaged software onto built PC’s and deployed to users and ran
user acceptance tests
§
Participated in evaluating and testing new applications before
they are taken into mainstream usage
§
Using
feedback forms, detailed comments into Remedy v 5.0, resolving
applicable issues
§
Provided Desktop support to the deployed users
§
Trade
Floor (Front Office) and Back Office Support.
[snip] (Oct
2003 – Jan 2004)
Position: Corporate
Support Engineer (Project Work)
§
Support provided for more than 2000 users on a Win NT/XP
platform
§
Provided early morning (7am) support cover for other areas of
the bank
§
Took
call using the Arc Connect Agent phone software
§
Logged and resolved calls using Remedy (Action Request System
v4)
§
Managed user accounts, password resets, account unlocking with
Directory and Resource Administrator
§
Application installs are done, user PC’s configured with
Enterprise Management System
§
Worked weekends to ensure smooth migration of users from the
City to Canary Wharf
§
Resolving issues with McAfee Virus Engine
§
Troubleshooting various Outlook Mailbox issues including
preparing user to migrate to KVS (Kvault) archiving system
[snip] (June
2003 – Oct 2003)
Position: ‘Moves’
Desktop Engineer (Project Work)
§
Support over 2000 legal personnel during relocation move to
Canary Wharf from The City.
§
Took
calls using Royal Blue Touch Paper software, following through
to call closure.
§
Installed, configured and trouble shooting issues with HP and
Lexmark Printers, and with Dell PC and Toshiba/Compaq laptops
§
Supported MS Office 2000 applications
§
Reset
and unlocked user accounts with Enterprise Administrator
§
Provided support software included DOCSOPEN (v 3.7.2), Phoenix
and Delta View. Hardware support involved laptops, desktops,
printers as well as Blackberries. Also the usual Microsoft
products
[snip] (April
2003 – June 2003)
Position: Desktop
Engineer (Project Work)
§
Part
of the Storage management Team, monitoring disc size using
‘Storage Resource Manager’, a web based tool.
§
Liaising with Bank personnel at levels with a view to control
mail server side, trying to migrate them to using Kvault,
archiving tool to manage mailbox size
The National Trust,
Rowan House, Swindon (Jan
2003 – Mar 2003)
Position: Desktop
Engineer
§
Support to staff, nationally, using Touch Paper Helpdesk v
6.0.2.
§
Prioritised support issues into different levels of severity,
ensuring detailed technical information is passed onto on to
regional site engineers so as to avoid delay
§
Role
included creating, modifying, MS Outlook accounts using Active
Directory 2000
§
Assisting staff in migration from GroupWise mail to Outlook
§
Modified intranet and Outlook accounts using NT Security Admin
and Syscon for accessing the different national servers.
§
Supported MS Office 2000/NT applications
Rabobank
International London Branch,
London (Nov
2002 – Dec 2002)
Position: Desktop
Engineer (Holiday Cover)
§
Providing support, to bank staff using Assyst Enterprise v5.
§
This
included modifying user accounts, resetting user passwords
§
Supported MS Office 2000 applications
Standard Bank
London, Dowgate Hill,
London (Nov
2002 – Nov 2002)
Position: Desktop
Support Engineer (Sick/Holiday Cover)
UBS Private
Banking, Curzon Street, London W1
(Sept 2001 –
Oct 2002)
Position: Desktop
Support Engineer
ROYAL SOCIETY
MENCAP, 123, Golden Lane, London EC1Y 0R
April 1998 – Aug 2001
Position: IT
(Desktop) Support Technician
§
Desktop support for Microsoft application and System
configuration: NT4/Win 95/98 and Win 3.11.
§
Providing hardware support for computers Desktops: Elonex, Dell;
laptops: Toshiba, Dell Configuring and troubleshooting Printers:
Canon, HP, Epson to staff nation-wide
§
Remote support provided, via Proxy Software for networked sites.
Resolving RAS (Remote Access) issues
§
Building ‘ghost’ images, which are later, installed on PC’s/laptop
using GHOST s/w for speedy installation.
§
Setting up Internet access, for users either via network or
using a modem (remote users). Sorting out TCP/IP issues, also
DNS and DNCP
§
Rolls
outs performed on both Desktops and Laptops. Installing software
such as Lotus Notes (providing support) and specialised
software, to assist those with special needs.
§
Maintenance of the helpdesk database (Sunrise software), and
implementing upgrades.
AON Group Limited,
8, Devonshire Sq. London EC1
Jan 1998 - April 1998
Position: Helpdesk
Consultant (Contract)
Providing first
line support to all the users of the AON Insurance group and
assigning to relevant support groups
DHL Systems Ltd.
London Road, Hounslow, Middlesex
June 1997 - Dec 1997
Position: Front
Line Support Helpdesk Administrator.
Logging emailed
calls from countries within the Europe and Africa region
QNUN MANAGEMENT
RESOURCE HOUSE
Ltd. 66, Gt.Queen St. London Jan 1993 - May 1997
Position: Project
Administrator.
Participated in
research programmes and organised conferences on behalf of
government departments.
From 1988 to Jan
1993 worked, in London, as a Medical Laboratory Scientific
Officer. Firstly, at St Thomas’ Hospital (Research). Then from
1990, in Chemical Pathology, at Whipps Cross Hospital, doing
routine diagnostic tests.
ACADEMIC QUALIFICATIONS
1997 MSc
in Computing
(Part time)
University of North London
(Thesis to be
completed)
6 Units
successfully attained
1991 MSc
in Medical
Immunology
(Part time)
United Medical and
Dental
Schools of London University.
1988 BSc Hons
in Biochemistry. University of East London.
1987
DipHE in Higher Education.
University of East London.
1986 HND
in Applied
Biology. University of East London.
INTERESTS
§
Attending Concerts/Theatre/Cinema. Listening to music,
especially ‘old-time’ jazz. Reading
Volunteering for Mencap for international events
§
Holds a full UK driving
license.
REFEENCES
AVAILABLE ON REQUEST |
