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Work experience


Customer Support Representative

Customer Support Representative-Blizzard Entertainment Support customers/users of leading Blizzard Entertainment games-World of Warcraft, Star Craft 2, and Diablo 3. Utilised game ticket system, telephone, and live web chat. Offer player assistance regarding issues and special requests in compliance with organisational policies /procedures and with a strong focus on ensuring high levels of satisfaction. Contribute to team efforts to optimise player experience, working collaboratively with staff to boost productivity and operational quality.

Network Support Specialist

IT Desktop/Server and Network Support Specialist Drove efforts to ensure the quality operation of Windows NT4 and XP network system as well as in-house software with added MS Office products. Identified and fixed technical issues, managed backup tapes, and supported effective allocation of IT resources. Page Two● [email protected] ADDITIONAL EXPERIENCE

Analyst Support Specialist

Analyst Support Specialist Delivered quality services and support to more than 3000 users from Blackpool to Hull(75% in Leeds/London). Specialised in the analysis and troubleshooting of devices and software, implementing solutions and testing to ensure top performance of user base comprised of team members and ministers. Devices: HP desktops, IBM laptops, Blackberry phones, routers, servers, printers, 3G cards, software, and drivers. Tracked and updated helpdesk cases utilising USD logging system.

It Specialist

IT Specialist Participated in implementation of Exchange 2003, upgrade of NT Desktops to XP, Open Accounts upgrades, Business Objects upgrades, Surf Control updates, and Arch house system support operations. Developed VPNs for outside offices to connect to the Citrix network via XP/ADSL. Authored user and management documentation on best IT practices. Tested new intranet system from build to placement as well as replaced dated backup system with a larger one utilising Veritas V10 and a Power vault disk array. Maintained devices, including Multi-Function Devices, W2K Servers, Laptops, and desktops for Directors. Built a W2k SMS and a SUS server for audit and auto updates. Delivered 1st, 2nd, and 3rd line support for desktop, network, and server functions. Took over management of IT department as needed.

It Specialist

Completed major Citrix upgrade from servers to servers with Citrix Presentation Server 4 system installed. Secured optimal deals and solutions from Dell sales team through cultivation of mutually-beneficial relationships. BASELL- IT Specialist 2004 Orchestrated rollout of 550 PC's and 1505 laptops with Windows XP, SAP, and AutoCAD software for team members. Prepared site for operations, working closely with project manager to ensure readiness and later visiting departments to ensure optimal performance of new hardware and scripts. Supported users on new software, resolving calls, creating fixes, reporting findings, and completing follow-ups to ensure minimal errors(desktops, palm devices, laptops, and email servers).



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