helpdesk/technical support

A pro-active individual who displays high levels of motivation and approaches tasks in a positive manner. A technically competent fault finder and systems evaluator with excellent PC user support skills. Personal strengths include honesty, integrity, flexibility, reliability and initiative, coupled with the drive to learn new skills.

Windows 3.1, 95, 98, ME, NT4, 2000, XP, Vista, (FAT 16, FAT 32, NFTS), Mac OS 8 - 10, BIOS, Microsoft Office, MS DOS, Internet Explorer, Outlook Express, Remedy, Citrix, Icoms, Cablemaster, network troubleshooting, software installation, configuration and troubleshooting, PC building, repair, configuration and troubleshooting. Cat 5 cabling and network printers. Various Internet and PC related programs.

Key Skills & Achievements

• Contributed to Blueyonder/virginmedia winning numerous industry awards for providing 1st class technical support.

• Provided software and hardware support. This involved the installation, testing and upgrading of new operating systems, software, hardware, workstations and servers. Also set up and upgraded bios and formatted and partitioned hard disks.

• Carried out 1st and 2nd line technical support for PC's and Mac's. Troubleshooted and resolved dial up and broadband Internet and network connection related problems. Covered both hardware and software. No scripts were used during the troubleshooting process. Ensured customers' problems were promptly resolved.

• Provided PC maintenance, upgrading, building, and repair for local businesses. Covered both hardware and software. Utilised strong problem solving and communication skills. Ensured all deadlines were achieved and all problems were rectified quickly.

• Contributed to the rollout of a new IT system for LloydsTSB. This involved installing upgrading and testing of servers, workstations, printers and software.

• Displayed strong time management skills whilst working under pressure by efficiently planning work schedules and prioritising tasks. This ensured all objectives were completed to high standards within a deadline.

• Successfully worked as part of a team and also independently using own initiative. Used good communication skills to express complex issues to non-technical people.

Work History

Internet Support 2001 - Present

Virgin Media Internet. I currently work as an Internet technical support analyst. I have covered both 1st and 2nd line support. The type of problem varies vastly and I need good technical, customer service and administration skills to do my work. My role is to troubleshoot internet connection related problems covering both hardware and software. I provide support for end users via the telephone. I cover both dial up and broadband connections. I cover all types of connectivity issues from loss of web pages and e-mail to packet loss on the network. I cover wireless, cable modem and set top box broadband connections. Broadband connections are via Ethernet, USB or router. Each call I take must be logged in a system called Gateway. The data Gateway collects helps us spot common issues and helps in the development of future fixes. My aim is for a 1st time resolution of all calls I take but sometimes this is not always possible. If I get an issue that can not be resolved over the phone such as packet loss on the network or a signal level issue with a cable modem I have to escalate it to the relevant department or book a field technician. No scripts are used during the troubleshooting process. I cover Windows 95, 98, 2000, XP, Vista and Mac OS 8 - 10. I am often helping out new members of staff with technical advice and help.

PC Engineer (5 Month placement whilst training) 2001 - 2001

ICL & Integris

I worked with ICL for 3 months on a placement. I worked on a large I.T. rollout for Lloyds TSB. Every U.K. branch was upgraded with new software and hardware. In each branch we had to install and configure NT and OS2 servers. We also had to install cat 5 cabling, configure and install workstations and printers. I worked with integris for 2 months on a placement. I also worked on a large I.T. rollout for the DSS. Every U.K. DSS office had their Lotus Notes software replaced with Microsoft Outlook. I was repsonsible for installing and configuring Microsoft Outlook. I was also responsible for converting the data from Lotus Notes to Microsoft Outlook.

Head Chef / Chef 1985 - 2000

Various Hotels & Restaurants in Europe

J. E.B. I.T. teacher training diploma

CLAIT plus

City & Guilds 7261 in Computer Software Support & Networking, PC Hardware Repair, Building, Upgrading & Fault Finding

E.C.D.L. - European Computer Driving Licence

5 'O' Levels in English, Mathematics, Government and economics ,Geography & History

In-house training for new operating systems, software & hardware

Date of birth: 14th October 1966

Computers, Alternative Healing, Football, Cycling, Music & Traveling