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Support Engineer
IT Support Engineer with a background in SQL, NT, 2000 and XP Networks. History of supporting and on-site installation of in-house products. Keen and with a proven record. High attention to detail and abiltiy to learn fast and cope under stress in a live environment.
Based in:
United Kingdom
Work experience
9 years in employment in full time jobs
Previous jobs
2001 - 2003
Research Machines
2nd / 3rd Line Support
· Maintenance of test network area, building NT4, 2000, XP and RM Connect2.4 Networks with 95, 98, NT4, 2000 and XP workstations. Installing and maintaining Server-based installs of RM products such as SuccessMaker V4, V5, SuccessMaker Enterprise and Destinations
· In-house product support for Stand-alone and Server-based versions. Problem investigation and solution of both products and underlying site-based problems. Telephone, email and web-based support, dealing with people with varying levels of ability from novices to technical experts, for the customer and also for RM?s onsite trainers and sales force. Resolving issues at a communication level and pace relevant to the individual customer requirements
· Onsite installations and configuration of product: setting up user accounts and policies as required, depending on both the requirements of the site and the software to ensure that the product is as secure as possible without affecting functionality. Encountering and resolving unexpected live issues whilst maintaining a good customer relationship and professional front.
· Resolving development issues by identifying problems with the product and helping to identify a solution where possible. Where unable to resolve, escalation of problems to the required point and collection of additional information to facilitate a fast solution
· New product validation of software and additional support upon release, involving customer interfacing to solicit as much information as possible regarding identification of any issues or additional requirements.
1999 - 2001
ICL (M&S account)
2nd / 3rd Line Support
· Providing 2nd and 3rd line technical support of the NT4.0 infrastructure on behalf of ICL, which was introducing POS2000 into 350 Marks & Spencer stores with a total of over 1000 servers
· Providing 24-hour 2nd and 3rd line support of Point Of Sale application for Marks & Spencer?s 300 stores across Europe, which comprise 10,000 NT workstations, 600 Compaq servers and 9,000 users over 9 domains. (Using tools such as MS SQL Server, MS Query, McAfee Remote Desktop, Compaq Insight Manager and RoyalBlue HelpDesk the team had to ensure that all stores are kept trading at all times, as any downtime would result in heavy financial penalties to ICL. Operating systems used are Windows 2000, NT4, 98, 95 including MSOffice.)
· Responsible for bug finding and rollout support on POS2000
· Responsible for monitoring Marks & Spencer?s E-commerce web servers using Timbuktu Remote Desktop, escalating to appropriate authorities wherever necessary
· Resolving customer problems by identifying and taking appropriate action on known errors, user errors, suspected hardware errors, new product faults, providing advice and guidance as required
· Meeting service level agreements by providing speedy resolution and/or escalation of customer dissatisfaction problems, problem trends and process deficiencies
· Supporting the installation of NT Server 4.0/SMS/SQL on Compaq 7000 Servers in M&S stores, including BackOffice, Point of Sale application, LAN & WAN support
· Supporting POS Database using SQL Server 6.5 Enterprise Manager and I/sql; and CA-Unicenter using 2-D MAP
· Gaining extensive experience in using SQL 6.5, including managing, administering and supporting SQL Servers and data, troubleshooting, running SQL queries, updating tables and daily/weekly housekeeping of databases
· Designing and Implementing a Database on SQL server 7.0 ? course complete (Microsoft Accreditation Programme, MCSE)
· Provided dedicated 2nd line support for Data Patches (SQL + XML) in Europe & UK using queries to interrogate the system, re-running patches or escalating if necessary
· Working closely with the development team to enhance and support the Point Of Sale Application
· Utilising CA-Unicenter TNG, SNA 3.0, Compaq Insight Manager, SMS 1.2, BackOffice & NT Resource Kit tools
· Managing the database replication environment, replicating the database on the tills
· Managing scheduled tasks, backups and recovery.
1998 - 1999
IBSECAD
CAD OPERATIVE
· Produced architectural, mechanical, electrical and structural drawings for architects and engineers
· Used AutoCAD R14, Light 97 and AEC5.0 software
· Health and Safety Officer for the company
· Researched and produced the company?s Health and Safety manual and policy.
1997 - 1998
DACMAC
CAD OPERATIVE
· Used AutoCAD R13 to create 2D drawings of Piston moulds constructed from numerous interlocking pieces
· Used Renishaw Cyclone scanning machine and associated software to obtain surface data to enable creation of exact replicas, or input of data to other computer systems
· Held role of Quality Manager, responsible for implementation of ISO 9000 quality management standards, involving maintenance of routines and documentation of the company?s methods, so that any piece of product or documentation and its entire associated history can be traced.
Education
BEng
Certifications / Courses
MCSE) ()
Currently undertaking CCNA course with an intention to get accredited. ()
Designing and Implementing a Database on SQL server 7.0 ? course complete (5 days)(Microsoft Accreditation Programme ()
Skills
Skill
Experience
Level
Last used
Windows NT (Microsoft)
5 years professional
4 of 5
2006
Windows 95/98/ME/XP (Microsoft)
5 years professional
4 of 5
2006
Support
5 years professional
4 of 5
2006
Helpdesk
5 years professional
4 of 5
2006
Word (Microsoft)
2 years professional
3 of 5
2006
Windows 2000 / XP Pro (Microsoft)
2 years professional
3 of 5
2006
TCP/IP
2 years professional
3 of 5
2006
Sybase
2 years professional
3 of 5
2006
SQL server (Microsoft)
2 years professional
3 of 5
2006
SQL databases
2 years professional
3 of 5
2006
Installation & configuration (HW/SW)
2 years professional
3 of 5
2006
Excel (Microsoft)
2 years professional
3 of 5
2006
dBase
2 years professional
3 of 5
2006
Database administration
2 years professional
3 of 5
2006
Client/Server
2 years professional
3 of 5
2006
CAD/CAM
2 years professional
3 of 5
2006
Backup Exec
2 years professional
3 of 5
2006
AutoCAD
2 years professional
3 of 5
2006
System administration
1 years professional
2 of 5
2006
Staffware
1 years professional
2 of 5
2006
ODBC
1 years professional
2 of 5
2006
Firewalls
1 years professional
2 of 5
2006
Dreamweaver
1 years professional
2 of 5
2006
Switches
1 of 5
2006
Routers
1 of 5
2006
MatLab
1 of 5
2006
Macintosh
1 of 5
2006
Cisco
1 of 5
2006
Active Directory (AD)
1 of 5
2006
3D modelling
1 of 5
2006
1 = Lowest level, 5 = Highest level
Language Skills
Language
Oral
Written
English
5 of 5
5 of 5
French
2 of 5
2 of 5
Job Type wishes
(chosen marked with
)
Full time
Part time
Contract/Project/Freelance
Apprentice/Trainee
Job Category wishes
(chosen marked with
)
Database Administration
DB2
MySQL
Oracle
PostgreSQL
SQL Server
Implementation/Consultant
BizTalk
Business Intelligence / Data Warehouse
CMS Systems
CRM Systems
EDI (Electronic Data Interchange)
ERP In General
ESDH
GIS
IT audits
IT Strategy
ITIL / Service Management
Microsoft Dynamics AX / NAV (Axapta, Financials, etc.)
Microsoft Dynamics GP (Great Plains)
Network (LAN / WAN)
Oracle Forms, Oracle PL, Oracle Developer, etc.
SAP
SharePoint
Telephony / Voice Over IP
Software & Web Development
.Net / ASP.Net (C#, VB, J#, ADO, VS)
AS/400
ASP (vbscript, jscript)
Business Intelligence / Data Warehouse
C / C++
Delphi
EDI (Electronic Data Interchange)
Embedded Software
ESDH
Flash / Actionscript
Frontend (CSS, HTML, XHTML, Javascript)
GIS
GUI / Interface Design
Java (J2EE, J2SE, JEE5, etc.)
Lotus Domino / Lotus Notes
Mainframe Development (CICS, Cobol, COOL, PL/1, Etc.)
Microsoft Dynamics AX / NAV (Axapta, Financials, etc.)
Microsoft Office (Infopath / VB / VBA / VBA.NET)
Oracle Forms, Oracle PL, Oracle Developer, etc.
Perl
PHP
SAP
SharePoint
Software Architecture
Support/Technician
Support / Helpdesk / Hotline
Support Coordinator
Technician - External
Technician - Internal
System Administration
Backup
Citrix
Exchange
IT Manager
ITIL
Lotus Notes / Lotus Domino
Mac
Mainframe
Networks (LAN /WAN)
SQL Server
Storage
Unix / Linux
Windows Clients
Windows Servers
Test/Quality Assurance
Quality Assurance / QA
Test
Job Location wishes
(chosen marked with
)
Europe
United Kingdom
Home Counties
Hertfordshire
Oxfordshire
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