Adrian Thompson

  • 2704 Middle Neck Road, Odenton MD
 Adrian Thompson

Personal profile

Work History

Work History
May 2005 - Aug 2015

IT Helpdesk (Subject Matter Expert)

Hewlett Packard(Manpower), St Aiden's, Bracken Hill Business Park, Co. Durham, SR8 2RR, UK.

Job Titles: Service Desk Agent 1st/2nd line support. Senior Service Desk Agent. Out of Hours Senior Service Desk Agent. Out of Hours TDY Deputy Team Leader.

ITIL registered helpdesk using following tools: Remote Desktop, Citrix, Active Directory, Microsoft office, Quest Active Roles, Vantive, Service Manager, Remedy.

Duties involve: Critical incident management(escalating incidents to service delivery manager and invoking chasing support teams for resolution), Incident Life Cycle(looking after incidents, making sure support teams are actively working to resolutions), Training & Mentoring of new employees, Attempt to resolve IT issues(70% First time fix target) that clients may have using available tools including remote desktop takeover and Active Directory(AD), Strive to meet client specific service levels agreements, Fully documenting IT issues into the required logging tool, Dispatch non first resolved issues to appropriate second level support groups, Inbox Management of logged issues, Liaising with Resolution Groups, Attend team meetings.

Oct 2002 - Apr 2005

Customer Administrator (new business).

Abbey National PLC (EDS Credit Services Joint Venture)

Joint Venture), Thornaby.  Duties involved: Checking and updating all aspects of mortgage applications, Checking and replying to Solicitors Correspondence, general office administration. I also partnered in the development of spreadsheets for the purpose of improving productivity and accuracy within Abbey's administration process for which I received a bronze award.

Nov 2000 - Dec 2000

Credit Controller

LSI Logic, Bracknell

Duties involved: Recovering bad debt from national and international companies, allocating payments, following up invoices, the production of account statements.

Main Computer program used: SAP 


2011 - 2011

NOCN Entry Level 3 Award (Introduction to French)

Sunderland University
2010 - 2010

City and Guilds NVQ Level 2 in Spectator Safety

Tynemouth College

2000 - 2001

NCFE Accounting with Computers Certificate

Five Lamps Training Center Thornaby

Sage Line 50, Computer Systems, Cash and Bank Transactions in Nominal Ledger, Credit Transactions in Purchase and Sales Ledger, Trial Balance and Final Accounts.

1998 - 2000

GNVQ Advanced Business Studies (passed with Merit)

Stockton Sixth Form College

Business Management, Business Organizations & Systems, Financial Transactions, Costing and Pricing, Financial Forecasting and Monitoring, Business Planning, Application of Number and Information Technology. 


Key Skills Level 3 (computing, mathematics and communication. as part of the above qualification)

1998 - 1999

TROCN Internet Studies Level 2

Stockton Sixth Form College

1993 - 1998


Bassleton School, Thornaby

Mathematics (B) Double Science (B, B) Geography (C) Mixed English (D) Information Technology (E) German (F)


Attending Church, Playing Bass Guitar, Singing, Computers (Hardware & Software), Music Recording, Soccer & Badminton.