About

meA strong IT professional whose skills lie within a customer support focused environment. A previous award winner of the Andrews Sales Support Person of the Year and a proven history of consistently delivering high standards of service support and efficient troubleshooting. My focus going forward is to seek a similar role in a customer service environment that not only compliments my current skillset but also offers opportunity for growth and personal development.

Education

  • St Mary Redcliffe and Temple School
  • 1980-1985
  • Soundwell Technical College City and Guilds Computer Technology
  • 1985-1987

Experience

  • Patience
  • Tenacity
  • Mac OSX
  • 2004-Ongoing
  • Windows 7
  • 2012-ongoing
  • Windows XP MCDST
  • 2001-2014

Resume

My Curriculum Vitae(Resume)

Download Certificates of Achievements (1) ppt file

Download Certificates of Achievements (2) ppt file

 

Profile

A strong IT professional whose skills lie within a customer support focused environment. A previous award winner of the Andrews Sales Support Person of the Year and a proven history of consistently delivering high standards of service support and efficient troubleshooting. My focus going forward is to seek a similar role in a customer service environment that not only compliments my current skillset but also offers opportunity for growth and personal development.

Education/Qualifications

  • Aug 1985 – May 1987: Soundwell Technical College City and Guilds – Computer Technology and Communication Studies
  • Sep 1980 – May 1985: St Mary Redcliffe and Temple School – 6 subjects at CSE grade
  • Dec 2011 – Jan 2012: Apple – Mac Integration 10.7, Mac Integration Basics – Pass (exam)
  • Nov 2009 – Nov 2009: STI – Service Desk Professional – Pass
  • Feb 2007– Feb 2007: Microsoft          – Managing and Maintaining a Microsoft Windows Server 2003 Environment (Course)
  • Jun 2005 – Jun 2005: Veritas: Veritas Backup Exec 10 for Windows. (course)
  • May 2005 – May 2005: Microsoft – 70/272 Supporting Users and Troubleshooting Desktop Applications on a Windows XP Operating System MCDST
  • May 2003– May 2003: Microsoft – 70/271 Supporting Users and Troubleshooting a Windows XP Operating System MCP

 

Key Skills

  • Excellent customer focus based on a tenacious, empathic and patient approach
  • MacOSX Snow Leopard, Lion OSX and Lion Server proficient.
  • Windows Server
  • Windows Vista and Windows XP
  • Windows 7 and Windows 8
  • Parallels.

 

Experience

Aug 2008 – Present: University of Bristol, Bristol               

Role: IT Support Officer

  • Answering & logging phone queries via Topdesk, triaging/fixing calls and escalating as appropriate.
  • Student/staff IT hardware support and general hardware (24hr computer room)
  • Service Desk Monitoring utilising Topdesk and call resolution.
  • Mailbox monitoring for service updates and other important information
  • Chasing of outstanding tickets and escalating complaints or service issues
  • Updating of Service Desk wiki
  • Attending Service Desk meetings
  • Providing students with Hardware/Software advice for their studies
  • Point of Contact for new staff queries

July 2001 – July 2008: Andrews and Partners, Bristol    

Role: IT Field Technician

  • 1st and 2nd Line Support for over 700 internal IT Customers across 74 sites running on Microsoft XP and Windows 2003 servers.
  • Detailed fault finding support utilizing Helpdesk software (Hornbill SupportWorks)
  • Backup Exec with continuous protection operative
  • Ongoing monitoring and maintenance of Symantec Backup Exec including tape cataloguing and operational reporting
  • Managed deployment of both Trend Antivirus and Symantec Antivirus
  • Customer Field Technician providing hardware repair/replacement and software fixes

Jan 1996 – July 2001: Royal Naval Airstation, Yeovilton        

Role: IT HelpDesk Technician

  • 1st and 2nd Line Support for Civilian and Naval personnel using Windows NT server and NT workstations
  • Responsible for backup success
  • Resolving customer problems within a small timescale of 30 minutes
  • MOD Security Cleared (1997-2001)

July 1995 – Dec 1995: DHSS, Bristol                               

Role: HelpDesk Technician

  • Monitoring and maintaining of thin client terminals, telephones and system security

Feb 1991 – Mar 1995: Visual World, Bristol                    

Role: Apple Technical Specialist

  • Customer support role incorporating troubleshooting and ‘Fix and Repair’ for existing customers.

Aug 1987 – Jan 1991: MFI, Bristol                                  

Role: Computer Aided Designer

  • In store CAD customer support and consultation of Kitchens, Bedrooms and Bathrooms.

Skills

  • Tenacity / 20 years experience
  • Patience / 14 years experience
  • Windows 8 / 1 years experience
  • Windows 7 / 2 years experience
  • Windows XP / 13 years experience
  • Mac OSX / 10 years experience

Services

Portfolio

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Contact

My Curriculum Vitae(Resume)

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