Technical Support

I am a highly organised, self-motivated individual who brings commitment, energy and a positive attitude to whatever I do.

As well as being a flexible and adaptable team player, I can also work on my own initiative prioritising my workload to meet specific deadlines and SLA?s. I possess strong customer service skills and a broad range of PC technical skills.

I am looking to join an organisation that can provide me with a challenging and fulfilling role that gives me an opportunity to further develop my skills.

Based in:

United Kingdom

Work experience

15 years in employment in full time jobs

Previous jobs

2003 - 2004	First Choice Holidays
Office Moves Co-ordinator Project Management of moves for approx 500 people within and between various offices. Carrying out pre move auditing of equipment, software and data Co-ordinating teams of electricians, data cablers, space planners and building services Providing post move support to user community
2000 - 2003	The SAS Business Group
Helpdesk Technician ? promoted to Technical Helpdesk Manager Technical Helpdesk Manager (Feb 2001 ? Present) Day to day management of a team of 4 Helpdesk Technicians. Successful resolution of 75% of technical support calls within Helpdesk team. Responsible for resource management schedule of all technical staff. Responsible for Customer Services, On site Support, Helpdesk Support. Personal & technical development & reviews for Helpdesk Technicians. Working with management team to develop Customer Support Services. Involved in recruitment & interviewing for Helpdesk positions. Meeting customers to review support services and identify areas for improvement. Meeting with potential customers to secure new business & additional support contracts. Analysing calls logged to improve support and decrease calls from customers. Implementation of extended support service to cover 7am to 7pm. Point of escalation for customers on service and technical matters. Hands On Technical support to customers ? see below. Prioritisation and management of Helpdesk calls. Set-up and configuration of new equipment for external & internal customers. Helpdesk Technician (Feb 2000 ? Jan 2001) Providing telephone support to external customers - hardware and software ? using remote control software to gain access to the servers / workstations / laptops. Setting up of helpdesk ? Developing the new helpdesk software. Identifying and putting into practice new procedures for the helpdesk. Organising / scheduling on site visits for technical team.
1997 - 2000	Birse Construction
South East Region IT Support Co-Ordinator Delivering support services to sites within South East Region within agreed and published Service Level Agreements via telephone and site visits. FAST compliancy and software licence management. User Training and advice on standard applications and desktop environment. Maintaining Hardware and Software Asset Register on Apsylog. Purchasing hardware and software including financial tracking and reporting. Configuration and installation of laptops, PC?s, printers, WFW networks. Management of 3rd Party supplier Maintenance Engineer. Providing cover for other Regional Support Co-Ordinators. Active involvement in Birse Continuous improvement ?Zero Defects? initiative. Creating, implementing and reviewing Support Procedures. Y2K compliancy testing
1995 - 1997	Lloyds Private Banking
Technical Product Support (Jan 96 ? Jan 97) Provide first and second line telephone support to internal customers. Troubleshooting and diagnosing PC / Terminal / Printer faults. Basic user training on windows applications, for example, Word 6 & Excel 5. User Administration for internal customers. Liasing and working with 3rd level Technical teams to resolve calls. Project Implementation Engineer (Oct 95 ? Dec 95) Taken on to join the project team ?Co-ordination Services? responsible for the conversion to Windows NT in all UK Lloyds Private Banking offices. This involved weekends on site installing, configuring, patching in and testing NT Workstations ensuring they were working ready for the users on the Monday.
1995 - 1995	Systems International
Helpdesk Administrator, Systems Support First line support for all Systems International customers. Responsible for keeping maintenance contracts updated. Administration of HelpMate Helpdesk software. Provision of Management Information & escalation of faults on behalf of customers.

Certifications / Courses

and Administering Microsoft Windows 2000 Professional/ Server (length: 5 days) ()

Configuring ()

Implementing and Administering a Microsoft Windows 2000 Network Infrastructure (length: 5 days) ()

Installing ()

Management course held by BT (length: 2 days) ()

Supporting NT Workstation 3.51 (length: 5 days) ()

Guardian Pro Firewall (length: 2 days) ()

Skills

Skill	Experience	Level	Last used
Support	5 years professional	4 of 5	2006
Helpdesk	5 years professional	5 of 5	2006
Windows 95/98/ME/XP (Microsoft)	2 years professional	3 of 5	2006
Windows 2000 / XP Pro (Microsoft)	2 years professional	3 of 5	2006

1 = Lowest level, 5 = Highest level

Language Skills

Language	Oral	Written
English	5 of 5	5 of 5
Portuguese	4 of 5	4 of 5

Job Type wishes

(chosen marked with Checkmark )

Full time

Contract/Project/Freelance

Job Category wishes

(chosen marked with Checkmark )

Support/Technician
- Support / Helpdesk / Hotline
- Support Coordinator
- Technician - External
- Technician - Internal

Job Location wishes

(chosen marked with Checkmark )

Europe
- United Kingdom
  - South East
    - East Sussex
    - West Sussex