To Date


I run a youth group for twenty young people aged between twelve and sixteen. My responsibilities included organising the summer program, day trips, residential holidays and team building exercises, I am also responsible for arranging transport, arranging consent from parents, providing advice and support if needed.

Working for a global blue chip company supporting over 12000 users, roles and responsibilities included, supporting Windows XP, MS Office, Lotus Notes, Cisco agent and industry specific software, active directory user administration in order to support the user-base. Using Remedy Service Management to log all issues, also support on desktop, laptop, PDA, printers, telephones, mobiles, BlackBerry’s, working to SLA targets meeting team call volumes and first time fix rate targets. Working closely and escalating issues with second and third line support, documenting new issues and fixes into central support library.

Installing various software packages using Novadigm Radia & SMS servers,
User testing and fault repairing, Updating active directory, Training customer
Using multicast server to build drives based on standard BPP and BPPE images
Deploy as finished BPP / BPPE laptop / desktop
Install / configure business applications
Migrating user data from old laptop / desktop to the new hardware.
Asset collection/validation, 1st/2nd line support

September2007 – September 2007

Travelling from site to site upgrading operating systems on Kodak Photopoint machines, Using ghost software and boot management, installing new image, Configuring TCP/IP settings, setting up routers/switches Installing peripherals e.g. scanners printers, Training customer on new changes

Deploying Windows Xp machines on a network, using ghosting technologies,
Installing and configure new system, setting up TCP/IP, updating configuring anti-virus software
Recording asset and serial details, coordinating technical activities on-site,

July 2007 – August 2007

Using multicast server to build drives based on standard BPP and BPPE images
Deploy as finished BPP / BPPE laptop / desktop
Install / configure business applications
Migrating user data from old laptop, desktop to the new hardware.
Installing job point servers

Supporting Windows XP/95/98/2000/NT4 Operating Systems and Windows NT 3.51/ 4.0/2000/2003 Servers. Knowledge of Lotus Notes, TCP/IP, and Active Directory. Duties included finding the root cause of PC/Network problems and implementing remedies by the installation or removal of hardware and software. Implementing and maintaining desktop security, patch management and Anti Virus

Provides first-level Business Support technical support on Dell supplied products and/or peripherals Provides first-level Business Support technical support on Dell Supplied software and applications
Identifies and resolves issues affecting customer client systems
Uses troubleshooting techniques and tools to identify technical defects/issues
Assumes a proactive role in technical support call avoidance by identifying known problems and documenting resolutions, actively supports the customer in all aspects through to problem resolution, keeping the customer informed and updated throughout life of incident
Out of four hundred candidates only twelve were selected to attend dell academy

January 2005 – July 2005

My responsibilities was working in a team maintaining a thirty station network of AMR wholesale this included working with Windows 2000, Windows server 2003 and Windows XP setting up routers, configuring TCP/IP, working with active directory, building and upgrading computers.

Job Description included working part of a team of twelve agents including a team leader. I was dealing with inbound calls from Sky customers relating to billing, accounts queries, troubleshooting and new installations.