IT Support/ Helpdesk

I am currently employed as a Helpdesk Support Analyst for Getronics working on a busy desk supporting 35000 users for Centrica (British Gas). I have been working for Getronics for almost two years and currently work on the 24/7 team to which I was promoted in September 2004.

In addition to normal helpdesk duties promotion to this role offered much greater responsibility, additional projects and training for second line fixes, Incident Management and compilation of stats for the desk as well as assuming role of team leader on weekends shifts and duty manager during weekdays.

I enjoy this role very much but believe it is time to forward my career by moving to a more technical desktop role.

I find myself looking for the greater challenges offered by a more technical role. I would like to get more involved with more aspects of computing and believe a role in desktop support would enable me to do this.

I am hard working, always keen to learn and am happiest when set new challenge. I am currently studying for the A+ Exam, which I hope to sit in the next month and the MCSE at present.
I also have hardware experience gained through building my own systems and believe that securing a role in desktop support would be an excellent next step.

Should I be successful in this application I can assure you that I am hard working, always willing to learn additional duties and am very much a team player, although also able to work on my own if required?

Based in:

United Kingdom

Work experience

18 years in employment in full time jobs

Previous jobs

2004 -	Getronics
Key Responsibilities -  Technical and procedural support for almost 35,000 users on up to approximately 300 applications and systems.  Logging clear and concise fault description and analysis on HP Openview (typically logging 60 calls per day).  Providing technical support on MS o/s and Office applications, Novell SSO software, Active Directory, Citrix, SAP, Siebel, UNIX based operating O/S, Networking and Internet Issues.  Calling out hardware faults to third party suppliers.  Escalating faults where necessary to third line support for resolution. As part of 24/7 Team additional responsibilities  Taking on team leader role when working weekend day or night shifts.  Monitoring up to ten other analysts and providing 2nd line advise on issues when needed.  Use of remote desktop tools for both Windows  Being able to react quickly and methodically to developing high impact issues for swift resolution and ensuring desk meets its KPI requirements.  Incident Problem Management (when working weekday shifts) for entire desk and ensuring that meet their SLA and all calls are closed to customers satisfaction.  Liaise with Centrica support groups including Priority Calls on developing issues as1st point of contact.  Being responsible for Helpdesk Disaster Recovery should the need arise.  Completion or hand over logs and compiling reports for IM together with ideas for improvement for desk on daily basis. Reasons for wishing to leave Getronics I have been working for Getronics for almost 2 years and I have gained valuable experience during this time but believe it is time to pursue a role offering more technical challenges.
2002 -	All District Cars

Certifications / Courses

Basingstoke ()

Hants ()

()

? Accountancy - ?A? level ()

? Chemistry ?O? Level ()

? Computer Programming and Design ()

? Computer Use and File Management ()

? Concepts of Information technology ()

? Database ()

? English Language ?O? Level ()

? English literature ?O? Level ()

? Geography ?O? Level ()

? Information and Communication ()

? Mathematics ?O? Level ()

? Mathematics -pure and applied ?A? level ()

? Physics ?O? Level ()

? Presentation ()

? Spreadsheets ()

? Woodwork ?O? Level ()

? Word Processing ()

1978 1983 The Vyne Secondary School ()

1983 -1986 Basingstoke Tech College ()

Computer Related Qualifications ()

Microsoft Excel (5 days) ()

Microsoft Outlook (5 days) ()

Microsoft Powerpoint (5 days) ()

microsoft Word (5 days) ()

Microsoft Access (5 days) ()

Skills

Skill	Experience	Level	Last used
Support	5 years professional	4 of 5	2006
Outlook (Microsoft)	5 years professional	4 of 5	2006
HP Openview	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 NT (Microsoft)	2 years professional	3 of 5	2006
Windows Dial-Up Networking	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
SQL server (Microsoft)	2 years professional	3 of 5	2006
Solaris	2 years professional	3 of 5	2006
SMTP	2 years professional	3 of 5	2006
SMS (Microsoft)	2 years professional	3 of 5	2006
Siebel	2 years professional	3 of 5	2006
SAP R/3	2 years professional	3 of 5	2006
SAP Portals	2 years professional	3 of 5	2006
SAP BW	2 years professional	3 of 5	2006
Routers	2 years professional	3 of 5	2006
Remote Access	2 years professional	3 of 5	2006
Proxy Server	2 years professional	3 of 5	2006
Powerpoint (Microsoft)	2 years professional	3 of 5	2006
POP3	2 years professional	3 of 5	2006
PC repair/maintenance (HW)	2 years professional	3 of 5	2006
Office (Microsoft)	2 years professional	3 of 5	2006
NT4	2 years professional	3 of 5	2006
Novell NetWare	2 years professional	3 of 5	2006
Novell GroupWise	2 years professional	3 of 5	2006
Linux	2 years professional	3 of 5	2006
LAN / Ethernet	2 years professional	3 of 5	2006
ISDN	2 years professional	3 of 5	2006
HSM	2 years professional	3 of 5	2006
Financial systems	2 years professional	3 of 5	2006
Exchange Server (Microsoft)	2 years professional	3 of 5	2006
Excel (Microsoft)	2 years professional	3 of 5	2006
ERP systems	2 years professional	3 of 5	2006
Documentum	2 years professional	3 of 5	2006
DNS	2 years professional	3 of 5	2006
DHTML	2 years professional	3 of 5	2006
DHCP	2 years professional	3 of 5	2006
Database administration	2 years professional	3 of 5	2006
Data Analysis/Data Modelling	2 years professional	3 of 5	2006
CRM systems	2 years professional	3 of 5	2006
Client/Server	2 years professional	3 of 5	2006
Citrix	2 years professional	3 of 5	2006
Works (Microsoft)	1 years professional	2 of 5	2006
Wireless Technology	1 years professional	2 of 5	2006
WAN	1 years professional	2 of 5	2006
RAID systems	1 years professional	2 of 5	2006
Pascal	1 years professional	2 of 5	2006
IP Network Strategy	1 years professional	2 of 5	2006
Frontpage (Microsoft)	1 years professional	2 of 5	2006
Disaster Recovery	1 years professional	2 of 5	2006
UNIX-scripts		1 of 5	2006
UNIX (HP, SUN, AIX, SCO etc.)		1 of 5	2006
TokenRing		1 of 5	2006
Change Management		1 of 5	2006
Business Objects		1 of 5	2006

1 = Lowest level, 5 = Highest level

Language Skills

Language	Oral	Written
English	5 of 5	5 of 5