| Aug.
2005- Present
|
Computer
Systems Operator with Smiths
Group PLC - Medical Division - IT
Infrastructure Support Team - Hythe, Kent UK
Responsibilities
- Providing
front-line technical support to a
user base of approx. 600 locally
and 20,000 globally over the
phone and through email
- Assigning jobs
submitted by users to the Altiris
helpdesk system to the
appropriate queues and teams.
- Systems preping
and preparing ghost images for
roll out on local site
- Ghosting and
configuring new systems to user
specific settings as part of a
rolling replacement program
- Dealing with
support issues assigned to my
Altiris helpdesk queue and
resolving them within agreed SLA’s.
- Trouble shooting
issues with desktop computers,
LaserJet printers, laptops,
network infrastructure
- Prioritizing
support issues to assure the
minimum loss of production during
system downtime.
|
|
| Sept
2004 to Aug 2005 |
Customer
Service Technician with Fujitsu
Services, Foots Cray, UK
Responsibilities
- Working to SLA’s
on several technical support
contracts such as, Telewest
Broadband, Telewest Dialup,
Eurobell Dialup and Orange.net.
- These contracts
included, setting up configuring
customers internet connections,
email accounts over the
telephone.
- Trouble shooting
customers internet connections
- Escalating issues
to second or thirdline teams
which were beyond my technical
ability or my role as a customer
service technician.
- Advising on
security and networking issues
such as firewalls, virus,
routers, wireless networks.
- Carrying out
password resets while keeping
within strict guidelines set out
in the contracts to remain within
the Data Protection Act.
- Responsibilities
also occasionally included
working in a second-line role
supporting first-line agents and
training new staff.
Achievements
- Completion of the
data protection act workshop ran
by Fujitsu Services
- Completion of the
Basic communications workshop ran
by Fujitsu Services
- Receiving a prize
as part of a monthly award scheme
for staff for attendance,
punctuality and keeping within
SLA’s.
|
|
| Sept
2002 to Aug 2004 |
Customer
Advisor with Argos Retail -
Maidstone, Kent, UK
Responsibilities
- Advising customers
on purchases both face to face
and over the phone
- Serving customers
as a cashier
- Stock control
- Setting up
displays
- Supervising new or
temporary staff
Achievements
- Gained extensive
Cashier skills
- Gained Customer
service skills
|
|
| July
2003 |
Web
Designer (Internship - paid work
experience) with MCI Europe - Farringdon
London
Responsibilities
- Design and
development of a new intranet
site for MCI European helpdesk
- Coding new
intranet site using HTML, ASP and
CSS
Achievements
- Learning how to
code a site using CSS
- Gaining a basic
understanding of ASP
|
|
Education
and Training
|
Sept
2002 to Aug 2004
Sept 1997 to
July 2002
|
City
& Guilds Diploma In ICT - Midkent
College Oakwood Park - Maidstone,
Kent
AVCE IT Year 1 (D)
AVCE IT Year 2 (C)
Maplesden Noakes
School Maidstone (High School)
9 CSE Subjects
Awards
Employers Gold
Standard Award – For
attendance, punctuality and appearance.
|
|
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