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Curriculum Vitae
PRIVATE
Nationality :
British
Employment Summary
March 2006 –
Present IT Support Manager –
XXXX
Contract
Line manager for of a team of 8 Support Analysts, supporting web
and SQL applications for a
wide variety of clients.
Responsible for the operation of the IT support function
including recruitment and
development of technical support staff.
Formulated and implemented new policies and procedures for IT
support, working towards ITIL and Best Practice standards.
Monitored and developed SLA’s for products and services.
Managed support budget, including IT projects and operational
budgets.
Evaluated and implemented new CRM software, including Service
Support modules.
Liaised with IT Management team with regard to planned changes
and improvements to IT services and future strategy of
departments.
January 2005 –
February 2006 Windows Technical Support
Analyst – XXXX
Contract Provided support for the Windows Server
Estate for several high-profile clients.
Supported 150 Windows 2003/2000
and NT servers based in Warwick and other data centres.
Planned rollout and implemented
MS SQL 2000 Service pack 4
Planned rollout and implemented
MS Windows 2003 Service pack 1
Completed user acceptance tests
and documentation for new service packs and applications.
Implemented the move of 30
Windows servers between data centres
Installed and configured MS
Virtual Servers
Installed and configured MS
Certificate Authority
Updated configuration and rules
for ISA 2000 Servers
Updated, documented and
performed Windows server DR procedures
Built and configured Windows
2003/2000 servers for various clients
Updated configuration of
Symantec anti-virus server
Solved incidents and implemented
changes within a strict SLA and change control
environment.
Worked with network and
application support teams to resolve cross-discipline issues.
Involved with continuous
improvements to the environment and new implementation projects.
June 2004 –
December 2004 Technical Specialist –
XXXX
Contract Support of Softlab installations
primarily Windows 2000/2003 & NT solutions on customer
sites (Land Rover,
Ford, BMW & MG Rover), including Domain Controllers, DNS
& WINS Servers,
MS ISA 2000 Servers, Exchange 2000, Cluster Servers on an EMC
SAN and various
bespoke application servers.
Installation &
support of a 100 server Windows 2000/2003 Active Directory
domain on
Dell Poweredge & IBM
e-series servers for the Ford Motor Company.
Reviewed and
updated server security and AD as part of SOX compliance
3rd line
support for the Softlab internal infrastructure covering Windows
2000 & 2003
Server, NT Server 4, ISA
Server 2004, SQL 7 & 2000, Exchange 5.5 & 2003
Completed user
acceptance tests and documentation for new service packs,
systems
and applications.
Installation and
support of McAfee EPO for Land Rover and Softlab.
Installation of patches and firmware updates on servers
Maintenance of
Active Directory & Exchange accounts, monitoring & maintaining
the
Network over five
sites with a 2000 user base.
Creation and
documentation of Standard Operating Procedures for Disaster
Recovery
Creation of
standard build for servers and supporting documentation.
January 2001 – May
2004 Service Analyst –
XXXXl
Permanent Member of the Service
Support Team providing 2nd and 3rd line
support for
200 Windows2000,
NT4 and Netware servers and 4500 users on 4 main sites.
Day to day maintenance and capacity planning for HP/Compaq SAN
and Veritas back
up system.Built, installed and maintained HP and Dell Windows 2000 and NT
servers
Troubleshooting of Active Directory, DHCP, DNS and WINS using
various tools
Maintenance of Active Directory including migrating objects
between sites
Evaluated, tested and implemented centralised event monitoring
and SUS software on
all servers
Maintained Nokia, Checkpoint Firewall 1 and Cyberguard Firewalls
including rule
writing and NAT changes
Evaluated, tested, installed and maintained Compaq Insight
software for the
Windows 2000 servers to assist pro-active server maintenance.
Built and maintained Ms Exchange 5.5 servers, performing
software upgrades
Used Landesk, PC Anywhere and Terminal services to manage remote
servers and
desktops.
Administered and upgraded IIS Servers
Maintained,
installed and upgraded McAfee antivirus software
Performed general administration of Citrix Servers
Installed and configured MS SQL 2000 servers.
Installed and maintained Websense Internet filtering software
and servers
Provided remote out of hours support for dial in and mail users
June 1999 – January
2001 Deputy Network Manager –
XXXX
Permanent
Line manager for of a team of 9 PC Support Analysts.
Overall responsibility for
operation of 10 Netware servers, 2 NT servers and 800 PCs
Project managed network upgrade
from Novell 3 to 4 and installation and upgrade of 300 PCs
Formulated and implemented new
policy and procedures for IT
Managed £½ million budget, including IT project and operational
budgets
Managed and maintained GroupWise email system
Maintained Websense Internet filtering software and servers
Evaluated and implemented new backup and anti-virus software
suites
Liased with college staff with regard to planned changes and
improvements to IT services and future strategy of department
April 1998 – May
1999 Network Support Analyst –
XXXX
Contract Member
of the Network Support team providing 2nd line
support for Novell 3 & 4, NT, cc:Mail and MS Exchange.
Responsible for day-to-day service of 80 servers within the
South East region and associated hubs and routers.
Maintenance and installation of
Norton antivirus software
Liaison with a migration team rolling out NT4 and Exchange
servers throughout the country,
specifically advising on
data migration policies.
Management of servers, including daily backups and disaster
recovery procedures.
Responsibility for liasing with the business with regard to
scheduled maintenance of servers and
cabling infrastructure.
Feb 1998 – April 1998 Support Analyst – JP
Morgan
Contract Worked on the IT Helpdesk doing 1st
line support for Novell 3 & 4, Windows NT,
MS Office, Lotus Notes and various bespoke packages. The desk
takes 6000 calls
per week.
May 1997 – Jan
1998 Support Analyst -
XXXX
Contract Member of the IT Helpdesk providing 1st
and 2nd line support for Novell 4.11,
Windows 95, NT4 Workstation. MS Office 95, cc:Mail, MS Mail and
AS400.
Responsible for scheduled backups of London servers using
Arcserve.
October 1996 - May 1997
Support Analyst - XXXX
Contract Acted as senior analyst with 3 support
analysts and a helpdesk operator.
Supported Novell Netware,
Microsoft Office, MS Mail and Exchange and bespoke
software packages.
Evaluated and implemented Sophos
anti-virus software throughout the company.
Managed MS Mail system the UK
offices.
Installed upgrades for both
software and hardware, working towards a new corporate
standard for all sites.
May 1996 - October 1996
Helpdesk Analyst - XXXX
Contract Worked as member of the IT Helpdesk
supporting Novell 3.12, cc:Mail and Microsoft Office.
Creation of new user accounts
according to Compliance Policy.
Liased with business units and
other IT teams for moves and changes.
July 1995 - May 1996
Systems Manager - XXXX
Contract Supported Novell 3.12, Lotus 123, Word
6 and WordPerfect 5.1
Trained Assistant Systems
Manager in PICK and Novell
Researched and budgeted for a £250,000 replacement system
project in association with
Hotel owners.
Controlled £30,000 annual budget
for system upgrades
Specified software changes for
programmers based on discussion with departmental users
June 1995 - July 1995 Support Analyst -
XXXX
Contract Installed new hardware including
CD-ROM’s, memory and disk drives
Performed an analysis of the IT support function and made
necessary changes, reporting directly to the IT Director
Worked as part of the support
team, supporting Novell 3.12 and MS-Office for 300 users
including production staff.
November 1994 - June
1995 Support Analyst -
XXXX
Fixed Term Contract Worked as part of the helpdesk,
supporting Novell 3.12, cc:Mail and Lotus Smartsuite
for 350 users.
Reorganised Quetzal helpdesk system, updated inventory records
Reviewed lease agreements and
updated financial records
Installed and configured new PCs
and related software.
Installed fax software and
trained staff throughout the company
October 1992 - November 1994
Systems Manager - XXXX London
Permanent Project managed
installation of systems and training during Hotel opening
Supported Novel 3.11,
WordPerfect 5.1 and Lotus 123 for 50 users
Specified and sourced all hardware and software
Co-ordinated systems
development, maintenance and upgrades for 120 users on
2 computer systems.
Wrote contingency plan and
security policies for computer systems
On 24 hour call for computer
systems
April 1990 - October
1992 EDP Co-ordinator -
XXXX
Permanent Supported Novell 3.12,
Lotus 123, WordPerfect and PICK
Trained staff in the use of
electronic mail and word processing software
Supervision and recruitment of
14 cashiers
Organised office moves during
refurbishment
Co-ordinated linking 2 hotels
via multiplexors
Technical Skill Summary
Operating Systems
Windows versions
from 3.1 to XP/2003 12 years
Novell Netware 2 to 5
9 years
Software
Microsoft
Office 8 years
Microsoft Mail & Exchange 5.5 to 2003
8 years
Microsoft SQL 7 & 2000 2
years
Microsoft ISA server 2
years
Veritas Backup Exec and Netbackup
4 years
Tivoli TSM Backup 1
year
Checkpoint Firewall-1 2
years
Cyberguard Firewall 1
year
McAfee Antivirus Suite 6
years
Sophos
2 years
Norton and Symantec
Antivirus 2 years
Websense
filtering 4 years
IIS
3 years
Compaq
Insight 7
years
Remedy
Helpdesk 2 years
Touchpaper
Helpdesk 2 years
Novell Groupwise 5.5 2
years
Lotus
cc:Mail 3
years
Hardware
HP/Compaq
Servers 9 years
HP/Compaq
Desktop 5 years
HP
Printers
7 years
IBM
Servers
2 year
Dell
Servers
4 years
Dell
Desktop
3 years
Professional Qualifications
Novell
CNA
1994
Studying for
Windows 2003 MCSE
Studying for Citrix
CCA
Education
1987 - 1988 Oxford
Polytechnic,
Oxford
Diploma in Accountancy
1985 - 1987 Cherwell
Tutorial College,
Oxford
2 GCE 'A' Levels
1981 - 1984
Shrewsbury School,
Shrewsbury
9 GCE 'O' Levels |
