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Personal profile

I am a highly motivated and conscientious individual who is looking to develop a career in technical IT support, administration and to progress into roles such as Server management.  My main strengths are my ability with figures, my analytical mind which enables me to solve problems easily, my ability and willingness to learn, my ability to communicate and organise effectively.  I relish the challenges posed by modern working environments and enjoy working to targets and deadlines.  My outgoing nature, flexibility and adaptability make it easy for me to work within team situations.  I would like to advance in qualifications and experience with Computer support, networking and technical leadership. I am currently home studying to gain my firm MCP (Microsoft Certified Professional) Installing and Configuring Windows Server 2012.

Work experience

May 2005Aug 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 2002Apr 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 2000Dec 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 



NOCN Entry Level 3 Award (Introduction to French)

Sunderland University

City and Guilds NVQ Level 2 in Spectator Safety

Tynemouth College


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.


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)


TROCN Internet Studies Level 2

Stockton Sixth Form College



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.