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As an IT professional with a passion for computing, and in particular technical support, I have a desire to be within the IT industry. I have a can do attitude with outstanding technical & communications skills, which I have gained through working in retail over four years, as well as working as a Field Engineer in BT. As a 1st Line Support Technician at BPP Law School, I have gained various skills and experience in the use of hardware and software which includes; pre-building custom PCs, fixing technical issues (such as PC lock ups, virus removal, internet connectivity issues, network patching), system testing, call logging as well as supporting users remotely.

Work experience

Nov 2014Present

Helpdesk Analyst

  • Setup accounts for new users using Active Directory
  • Configure printers and fax machines on the network
  • Reset account access and account privileges
  • Configure E-mail clients, i.e. Microsoft Outlook
  • Investigate and resolve errors with vaccine orders on the ordering system
  • Assist and train users on use of Microsoft Office i.e. Word, Excel, Outlook etc.
  • Reset Passwords and unlock accounts on Active Directory
  • Testing of new releases of ImmForm/Vaccine Supply Application
  • Logging and first line resolution of calls to the Helpdesk
  • Route logs to Second Line Technical Support as appropriate
  • Manage, monitor and action all logs as appropriate
  • Create entries as needed and maintain technical knowledge base
  • Manage and maintain Helpdesk Software configuration and Reference Information
  • Provide support through email, phone calls and face-to-face
Aug 2014Oct 2014

1st/2nd Line Desktop Support

  • Provide 1st line support
  • answering queries for students and staff via phone and email
  • Support users remotely
  • VPN account setup, User Migration, Software Installs, PC Imaging, Outlook setup
  • Log calls on call logging system
  • Carry out daily client systems checks, report to Supervisor or Building manager where necessary
  • Working with Active Directory, Windows 7, MS Office 2007/2010
  • Carry out in-house system testing, do classroom checks on over 500 PCs around the building
  • Setup and troubleshoot printers for students and staff
  • Escalate complex calls or problems to relevant IT Support member such as 2nd line support
  • Support users in the use of any new software or hardware by providing necessary training and advice
Sep 2010Present

Team Leader (Part-time)

  • As a team leader, I am responsible for ensuring all shelves are filled.
  • Keeping my team members up to date regarding any changes within our department.
  • Be reliable and responsible, making day to day decision on behalf of my team.
  • Providing optimum support to my store and deputy manager.
  • Provide training to existing and new team members.
  • Manage rotas, attendance and paperwork.
Jan 2014May 2014

Field Engineer

  • Install and maintain telephone lines
  • Install and setup fibre optic broadband for end users
  • Install telephone lines as well as broadband at co-operate office sites
  • Troubleshoot internet connectivity issues
  • Troubleshoot telephone line issues
  • Setup internet on end-user's PCs, Phones and Tablets
Jan 2014Jul 2014

Sales Representatives

  • Promote, sell, and secure orders from existing and prospective customers
  • Demonstrate product and services to existing and potential customers
  • Advise customers in selecting products that are best suited to their needs
  • Make phone calls, visit in-person and give presentations about the products and services to existing and prospective customers
Jun 2010Nov 2010

Safety Steward

  • Provide assistance and information to members of public as well as staff arriving for fixtures held at the stadium
  • Maintain high profile and sufficient knowledge to answer general questions asked by persons attending any fixtures
  • Check tickets of customers
  • Assist with the evacuation of the venue and direct customers & guests to the relevant holding areas in emergencies
  • Operate turnstiles and manage sales of tickets without errors
  • Taking instructions from management
  • Working as part of a team being punctual, presentable, vigilant and customer focused
May 2006May 2006

Retail Assistant

  • Managing shop floor
  • Price tagging
  • Interpretation
  • Admin tasks including data entry
  • Communicating with customers at all levels


Jul 2013Present

Network Professional Programme

Certifications covered

  • CompTIA A+ Essentials- Passed
  • CompTIA A+ IT Technician- Passed
  • MCTS Windows 7 (expected 09/2014)
  • MCTS Windows Server 2008
  • Cisco CCNA
Sep 2008Jul 2010

BTEC National Certificate in IT

Modules covered;

  • Communication & Employability Skills for I.T
  • Computer Systems
  • Information Systems
  • Impact of The Use of I.T & Business
  • I.T Project
  • Advanced Database Skills
  • Advanced Spreadsheet Skills
  • Website Production & Management
  • Digital Graphics & Computers
  • I.T Systems Troubleshooting & Repair
  • E-Commerce



Jun 2014Present

CompTIA A+ IT Technican



CompTIA A+ IT Essentials