2nd Line Support Engineer

2nd Line Support engineer with 5 yrs + experience including MS O/S's (NT and 2000, d.top and server, XP), AD, MS Office packages 95-XP, Exchange 5.5/2000, citrix, exposure to MS SQL admin, LAN and WAN troubleshooting.

Based in:

United Kingdom

Work experience

16 years in employment in full time jobs

Previous jobs

2002 -	WCI
I am one of 8, second line Engineers providing 24x7x365, 2nd line remote desktop and systems support for NHS Direct. The contract encompasses ITIL ?best practice? incident management of 24 Call Centres and 44 Walk-In-Centres, all over England and Wales. Activities include remote support of software, hardware and LAN & WAN troubleshooting in order to facilitate maximum availability of the clients ?patient care critical,? Clinical Assessment System. Further duties include the day to day organisation of on-site installation and support provided by the company?s field service engineers; loggings calls with 3rd party suppliers (e.g. BT, HP/Compaq); SLA management and reporting; management of incidents escalated by level 1 engineers and of severity 1 (site down) incidents; monitoring of proactive management tools (e.g. Insight Manager, What?s up Gold); raising technical change requests under the change management process and covering for Data Centre operations team ? monitoring hardware and software (including clustered servers running SQL server and Terminal Servers). Additionally, I am often called upon to act as team ?duty manager? at weekends and have also regularly been asked to cover for the Team Leader when she is on leave.  Software supported includes: MS Office 2000 & 97, MS Exchange 2000 and 5.5, Citrix Metaframe 1.8, Arcserve.  Operating systems includes: Win2000 (Workstation and server) and NT4.0 (Workstation and server) WinXP.  Hardware includes: Compaq and DELL PCs, Laptops, Printers, networking equipment (including cisco switches).
2000 - 2002	St. George's NHS Trust
I provided 2nd & 3rd line Desktop and Systems Support within a team of 10 technical support staff, to a user base of over 4,000 people spread over 3 sites. Activities included installation and support of all software and hardware, network support including Ethernet LAN & WAN. Protocols include IPX/SPX, TCP/IP and LAT. Further duties include the provision of 2nd line System Support for all Trust-wide ?patient care critical? systems. Managing and maintaining servers (file, print & application), applications (inc. MS Exchange, cc:Mail), and network equipment across the Trust. This level of support for desktop, hospital systems and network infrastructure was achieved through commitment to 24-hour ?on-call? shifts. I was also project manager and point of contact for the trusts pc deployment process and one of the project managers for a migration to win2000.  Software supported included: MS Office 95 - 2000, Lotus Ami Pro, Lotus cc:Mail and Torex PAS.  Operating systems included: Win2000, NT4.0 (Workstation and server) and 3.51, ME, 9x, win3.x, MS DOS, Open VMS, win3.x, Novell 3.1x and 4.x.  Hardware included: DELL PCs, Laptops, Printers, VDUs, Servers, DEC Alpha Servers and networking equipment.
1997 - 2000	St. George's NHS Trust
As above, but at 1st line level only.

Education

	BA (Hons)

Certifications / Courses

Configuring and Administering Windows 2000 Professional ()

MCP - Installing ()

Skills

Skill	Experience	Level	Last used
Windows NT (Microsoft)	2 years professional	3 of 5	2007
Windows 95/98/ME/XP (Microsoft)	2 years professional	3 of 5	2007
Windows 2000 Server MCP	2 years professional	3 of 5	2007
Windows 2000 Professional MCP	2 years professional	3 of 5	2007
Windows 2000 / XP Pro (Microsoft)	2 years professional	3 of 5	2007
Service Management (ITIL)	2 years professional	3 of 5	2007
Remote Access	2 years professional	3 of 5	2007
PC repair/maintenance (HW)	2 years professional	3 of 5	2007
Outlook (Microsoft)	2 years professional	3 of 5	2007
Office (Microsoft)	2 years professional	3 of 5	2007
NT4	2 years professional	3 of 5	2007
LAN / Ethernet	2 years professional	3 of 5	2007
Installation & configuration (HW/SW)	2 years professional	3 of 5	2007
Helpdesk	2 years professional	3 of 5	2007
Exchange Server (Microsoft)	2 years professional	3 of 5	2007
Excel (Microsoft)	2 years professional	3 of 5	2007
Citrix	2 years professional	3 of 5	2007
Active Directory (AD)	2 years professional	3 of 5	2007
WINS	1 years professional	2 of 5	2007
Visio	1 years professional	2 of 5	2007
Virus Protection	1 years professional	2 of 5	2007
Terminal Server (Microsoft)	1 years professional	2 of 5	2007
TCP/IP	1 years professional	2 of 5	2007
SQL server (Microsoft)	1 years professional	2 of 5	2007
QoS	1 years professional	2 of 5	2007
Novell NetWare	1 years professional	2 of 5	2007
ArcServe	1 years professional	2 of 5	2007
SMS (Microsoft)		1 of 5	2007
Novell GroupWise		1 of 5	2007
Internet Information Server (Microsoft)		1 of 5	2007
DNS		1 of 5	2007
DHCP		1 of 5	2007
Cisco		1 of 5	2007

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

Contract/Project/Freelance

Job Category wishes

(chosen marked with Checkmark )

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

Job Location wishes

(chosen marked with Checkmark )

Europe
- United Kingdom
  - North East
    - Yorkshire & Humberside
  - North West
    - Greater Manchester