Download PDF

Work experience

Jul 2013Oct 2014

Service Desk Consultant

International Computing Centre for the United Nations, Brindisi, Italy

Taking 2nd level support calls from people on site in Italy and around the world from various UN missions; diagnosing problems, setting priority as appropriate and assigning tasks to the relevant 3rd tier support teams if unable to resolve immediately. Provided training to other team members for in-house ticketing software, and was out of hours duty officer providing support via mobile phone for any emergency situation.

Jan 2013Apr 2013

Desktop Support

Ecclesiastical Plc, Gloucester

Providing 2nd level Telephone and Deskside support to employees at The company's two main office buildings in Gloucester as well as occasional site visits to two remote sites in Manchester.

Aug 2012Dec 2012

2nd Line Infrastructure Support Assistant

Halfords Plc, Redditch

Administration and maintenance of Active Directory user accounts across several Domains, Lotus Notes mailboxes, Secure Client VPN accounts, the SmoothWall web and IronPort Email filters. I was involved in Citrix and vSphere troubleshooting; responsible for daily tape backups using the Tivoli system and also did some cabling and switch patching. All work was assigned to the Infrastructure team by firstline support using call logging software and had to responded to in a timely manner. Network troubleshooting involved knowledge of TCP/IP, DNS and DHCP. Initially only until the 2nd of November, this contract was extended for a further 6 weeks.

Mar 2008Oct 2011

Senior It Support Analyst

PricewaterhouseCoopers LLC, Ramsey, Isle of Man

Assisting the IT Manager in providing desktop support for around 100 users. Mentored and provided support to the IT Support Assistant; Liaison for 3rd party hardware and software suppliers/engineers. Administration of AD and GPO, McAfee ePO, WSUS and computer image builds; responsible for rollout of Office 2007 and Notes 8.5. Software support for Lotus Notes, common Microsoft and other applications. Hardware support for Dell and Lenovo Laptops and HP Printers. Wrote software deployment, user and support/technical guides for whole software library.

Oct 2006Jun 2007

Senior Deskside Support Technician

IBM @ Zurich Financial Services, Cheltenham

Responded to user's problem as picked up from web based help desk, working to meet strict SLAs; providing In-person and Remote support service. I worked several weekends at other IBM sites when assistance was required and wrote several‘ fix guides' for IBM's global knowledge base.

Sep 2006Oct 2006

Software Trainer

Wincanton Logistics, Chippenham & throughout UK

Working at client sites, migrating email client from CC Mail to Lotus Notes(v7.0. 2) and then providing either group or individual training depending on needs of the users.

May 2006Aug 2006

Desktop Support Technician

Gloucester City Council

Provided hardware and software support as delegated by the helpdesk for internal employees, external Clients(Gloucester Housing Authority, Coney hill Crematorium) and for local MP's and Councilors.

Feb 2005May 2006

Information Security Officer

Kraft Foods, Cheltenham

Extensive Active Directory and Exchange administration; Maintenance of NAS security, permissions and user groups; Security audits, compliance of Sarbanes Oxley (SOX).

Jul 2004Nov 2005

Desktop Support Technician

Arjo, Gloucester

Administration of AD, Lotus Notes/Domino, AS400; Hardware and software support for office and factory workstations. Windows XP rollout. Introduction of Anti-spyware and tighter internet restrictions after dealing with virus outbreak.

Sep 2000Jun 2002

Network Infrastructure Analyst/team Leader

EDS, UK Nationwide

Worked on Several Government contracts, primarily providing data migration services from Novell to NT/2000 networks. Lead several migration teams and worked closely with other departments to coordinate work. 

Skills

Microsoft Windows Desktop
Backup Systems
VPN
Lotus Notes
Active Directory Management
Telephone & Deskside Support
International

Certifications

Jan 2010Present

ITIL Foundation

BCS/ISEB
Jan 2008Present

Maintaining DNS

Microsoft TS Certificate
Jan 2009Present

Designing and Implementing Windows 2003 networks

Microsoft TS Certificate
Jan 2011Present

Lotus Notes 8 User Support and Administration

IBM
Jan 2008Present

Lotus Notes 7 User Support and Administration

IBM