IT Support Officer/Computer Hardware and Network Technician

I am a hardworking, trustworthy individual who has acquired good leadership quality?s from my work within the voluntary sector. I have a vast amount of experience when it comes to computer problem solving, network maintenance and installation. I am able to work from my own initiative or as part of a team. I am of a friendly and approachable disposition and can communicate effectively with a broad diversity of individuals being. I am always keen to develop and learn new skills.

Based in:

United Kingdom

Work experience

5 years in employment in full time jobs

Previous jobs

2004 -	HP
I am currently working as a 1st line technical support agent for Hewlett-Packard. I have supported both the HP Pavilion and Compaq Presario desktop and laptop computer product ranges, along with the Officejet Printer range. I use plain English to carry out the necessary troubleshooting with customers who can be either a home or a business user. I quickly diagnose and resolve the customer's problem. I encounter a wide range of problems, from hardware faults with printers such as carriage jams; to problems installing printers, using a USB connection or installing the printer on to a wired Ethernet network or a wireless network. Scanning and faxes are quite common problems with the Officejet printers. I actively listen to the customer ensuring that the call is handled in the most effective and in a timely manner. In most cases I see the call through to its conclusion. Problems caused by CD/DVD drivers not recognising any of the media CD's, were quite common problems that I resolved when I was working on the PC support lines, also problems with connecting to the Internet and setting up a home or business small wireless network were common issues for customers. Problems caused by virus and spy-ware programme are both problems experienced by both Officejet and PC customers. I use a logical approach to troubleshooting, I log each call using set procedures and templates for call logging, detailing the nature of the problem the troubleshooting steps and my proposed solution. I answer around 30 calls a day. I work as part of a large team and to tight deadlines and to a high level of customer satisfaction.
2003 - 2003	South Tyneside College Interne
At the end of my programme at South Tyneside I was on work placement at the college?s internet cafe as an IT support officer. At the Caf� I supported students and members of the public who where on open learning courses such as New Clait, ECDL, BBC Becoming Web Wise and Introduction to computers. I also assisted with network administration and fault finding on computer systems, dealing with both hardware and software issues. At the Caf� I helped with members of the public who where inquiring about courses the college had on offer.
2002 - 2003	Eurostag (UK) Limited, South S
Worked for the company on a voluntary basis, to gain experience. During my time there I carried out computer and software maintenance with Windows 2000 Professional, NT Server, XP Workstation and 2003 Server. I also did some network problem solving with the network administration team. I also Installed and problem solved the computer systems at the company.
2002 - 2003	MEGA PC's
On Work placement I worked as an ICT Service Technician in a computers shop where my duties included building full computer systems and installing devices, such has modem, sound cards, printers and scanners to customer and shop specifications.. I also repaired and problem solving customer computer systems that were brought into the shop dealing with both hardware and software errors.
2002 - 2002	Micro-Tech Computers
I was on a New Deal work placement at the company as a hardware and network technician. I helped install a small network and was involved in problem solving and repairing computer systems with both hardware and software faults. I worked as part of a team that installed new hardware on computers. I gave advice to members of the public regarding their IT queries.

Skills

Skill	Experience	Level	Last used
Word (Microsoft)	5 years professional	4 of 5	2006
Windows 95/98/ME/XP (Microsoft)	5 years professional	4 of 5	2006
Windows 2000 Professional MCP	5 years professional	4 of 5	2006
Windows 2000 / XP Pro (Microsoft)	5 years professional	4 of 5	2006
Support	5 years professional	4 of 5	2006
Sales - hardware	5 years professional	4 of 5	2006
PC repair/maintenance (HW)	5 years professional	4 of 5	2006
Windows 2000 Server MCP	2 years professional	3 of 5	2006
TCP/IP	2 years professional	3 of 5	2006
SCSI	2 years professional	3 of 5	2006
Network Engineer	2 years professional	3 of 5	2006
LAN / Ethernet	2 years professional	3 of 5	2006
Windows NT (Microsoft)	1 years professional	2 of 5	2006
WAN	1 years professional	2 of 5	2006
Routers	1 years professional	2 of 5	2006
MCSE	1 years professional	2 of 5	2006
MCP	1 years professional	2 of 5	2006
CCNA		1 of 5	2006

1 = Lowest level, 5 = Highest level

Language Skills

Language	Oral	Written
English	5 of 5	5 of 5

Job Type wishes

(chosen marked with Checkmark )

Full time

Job Category wishes

(chosen marked with Checkmark )

Education & Training (IT)
Support/Technician
- Support / Helpdesk / Hotline
- Support Coordinator
- Technician - External
- Technician - Internal

Job Location wishes

(chosen marked with Checkmark )

Europe
- United Kingdom
  - North East
    - Tyne & Wear