PERSONAL PROFILE 

I am a self-motivated and hard working person.  Able to use ones own initiative and work as part of a team. An effective communicator at all levels within an organisation. I am very supportive and reliable whether dealing with a customer/colleague, or working to deadlines. I am good at organising and simplifying complex materials, with excellent problem solving and analytical skills.

I am looking for a position that will benefit from my initiative, capabilities, and contribution. I am especially interested in a position with the potential for advancement and increased decision-making responsibilities.  

SKILLS

Operating Systems:               Win9X/ME, WinNT/2K/XP, MAC OS8/9

Packages:                                 Remedy, Assyst, User Manager, Syscon, MS Office Suite 97-XP incl. Excel & Access, Lotus Notes, Lotus SmartSuite, Macromedia Flash, Macromedia Director, Adobe Photoshop

Other:                                     LAN, TCP/IP, Server Administration, ISP Support.  I have over 2 years of experience supporting users in an IT environment to SLA’s from networking problems to operating system failures.    

Non-commercial Experience

I use Windows XP Professional at home; on a dual processor system I put together myself for audio and video editing. I use packages such as Cubase SX, and Acid for music, and Adobe Premiere and Photoshop for visual art. 

EMPLOYMENT HISTORY 

Helpdesk Administrator                                                                                                   January 2003 to present

¨       [snip](Contract)            

¨       I am a member of a small team providing 1stLine and 2nd line support to over 5000 users within the UK and Ireland.

¨       Logging all faults, changes and requests on a system called Assyst.

¨       Software problem diagnostics and resolution.

¨       Responsible for install, move, add, change requests.

¨       Password resets for Win98, NT, Win2000 and checking profiles are set-up correctly for required access.

¨       Lotus notes password resets and administration.

¨       Mapping Network Drives as and when needed; installing software as and when required; resolving issues with print queues.

¨       Providing support for companies secure remote access system; assisting users with SecurID/firewalled connections.

¨       Dealing with 3rd party suppliers - managing resources, licenses, stock levels.

¨       1st line support on companies IBM mainframe system.

¨       Checking peripheral devices i.e. printers, monitors.

¨       Escalating calls where needed and keeping ownership in line with the companies ITIL policy.

¨       Creating and providing documentation on fixes for other members of the team.

¨       Informing users on basic checks they can do; saving unnecessary calls and allowing users to get applications back up quicker. 

Administrator & Technical Coordinator                                                                       October 2002 to January 2003

[snip] (Contract) – Responsible for logging, directing and completing, all IT requests from Unilever and it’s subsidiaries throughout Europe. Whether this be ordering onsite installs of equipment through remedy, or remote software installation via SMS, or the setting up of new user profiles of new starters. 

Technical Advisor (1^st and 2nd line duties, also Lead Technical Analyst)                      October 2000 to October 2002

Blueyonder Broadband, Atlantic Pavilion, Liverpool – Responsible for getting Telewest's internet customers online, and troubleshooting any difficulties they may encounter. This may mean setting up manual connections in dial up networking, troubleshooting broadband LAN connections, or setting up mail accounts in outlook Express, but also includes far more complex tasks, encountered when there are corruptions within the customers system. Setting up user access rights remotely for multiple profiles on users NT system, assigning rights across the network for hardware and shared folders etc. Help is given to a wide range of customer’s whether they are experienced users on broadband connections to the complete novice who is unaware of what a browser is or what it does. Also I have been responsible for putting together an easy to use knowledge database in order to help new colleagues as they leave training, as well as floorwalking in order to help other technical advisors who encounter problems. 

Customer Service Representative                                                                                    January 2000 to August 2000

Orange, Kirkby, Liverpool - Initially employed via Manpower, though later offered a fulltime permanent position, the key responsibilities of this role were the registration of new users to the Orange JustTalk pay-as-you- go mobile phone network, and troubleshooting any difficulties users were having with the network. 

Administrator                                                                                                                      October 1998 to April 1999

Benefits Agency, Kinglake House, Edge Hill - The key responsibilities in this role were data input, dealing with customer queries both via the phone and one to one, along with other general administration duties. 

EDUCATION 

HNC, Multimedia Design                                                                                             June 2000

St. Helens' Community College, St. Helen's - This course formed part of a project by the European Social Fund, to encourage disadvantaged young people back to college in order to pickup/ expand their skills in the It based workspace. Focusing a great deal on web design, the end point of the course was for the team to produce a website which would facilitate the movement of said disadvantaged young across the EU, and included the work of four teams from four European partner countries. As part of the course there was also the requirement to teach other non pc-literate students the various aspects of IT, in order that they may use the skills to further their own careers, whether it be the basics of web design, accessing the internet, or using the myriad of art/publishing packages currently available. 

B.A., Philosophy                                                                                                              February 1997

John Moores University, Liverpool - I left the philosophy course midway through the second year of study, as I had become disillusioned of what the degree would actually offer me work-wise upon completion. I don't consider this time a waste however; as I found the subject taught me a lot about my own personal development, and I will always have a strong philosophical leaning. 

A-Levels                                                                                                                             June 1995

Halewood Community Comprehensive, Liverpool - Economics - B: English - B 

GCSE's                                                                                                                               June 1992

St. Edward's College, Sandfield Park, Liverpool - Mathematics - B: Chemistry - B: French - B: English Language - C: English Literature - C: Oral Communication - 2 

ACTIVITIES AND INTERESTS 

I've been a computer user for most of my life but over the last five years or so have become particularly involved with the creation of computer based music; this in turn led to my interest in computer based art, and eventually towards IT as a career.

As an escape from the glowing screen I have a season ticket for Liverpool, following the team to Cardiff for last years FA cup exploits. I’ve recently spent a few weeks in the Goldcoast, Australia, visiting family with my girlfriend, and I'm also involved with DJing, so look forward to the opportunity of playing in Sydney some time in the future.