Printer friendly ]Freelance Helpdesk Horsham, West Sussex, UK
I am a reliable and hard working graduate with over 7 years experience in the Customer Service sector.
| Rating: | Unrated (New) |
| Hourly Rate / Cost: | £13.33 per hour (ex. VAT) |
| Daily Rate / Cost: | £106.67 per day (ex. VAT) |
| Available From: | Now |
| Seller ID: | 324588 |
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CV | 
SkillsCV (Curriculum Vitae) / Résumé
Good at working in team environments, but also competent at working individually. I have very strong communication skills and customer support knowledge, as well as good in depth education and practical use with a variety of business models and concepts, hardware and software.
I have over one year of experience working within busy Helpdesk environments as a 1st/2nd Line Support Advisor. This has encouraged a development in good problem solving abilities and enables me to think efficiently and effectively.
• Extensive experience in dealing with customers over the phone.
• Over one year of experience in 1st Line I.T. Helpdesk positions, mainly using Service Centre client.
• Skilled in dealing with customers face to face.
• Educated in I.T./Business Project Management and Implementation.
• Familiar with Change Management.
• Extensively experienced with PC software.
• Vastly experienced in the use of Windows 2000 and XP.
• Familiar with Network practises, standards and hardware error resolution.
• Broad knowledge of Microsoft Office Suite including Word, Excel, Access, Outlook, Project and PowerPoint.
• Supported remote access software such as iPass, VPN and Citrix.
• Experienced administrator of Active Directory.
• Well versed in Marketing and Promotional business concepts and models.
• Blackberry and BES server support including Enterprise Activations, adding new users to servers, Handset Kills, Resending Service Books and general user support.
• Administering CISCO VoIP Phone system and IPCC Express and Unity Connection experience (V5.X)
TRAINING AND DEVELOPMENT
• Extensive telephone skills
• Thorough Customer Service skills
• Presentation Skills
• Broad PC hardware and peripherals knowledge
• Operating systems and software knowledge
• Educated in Decision Support System formulation and build.
• Knowledge of Technology Strategy.
• Vast knowledge of Information Security concepts and practices.
• Versed in Business and Computer Law.
• Studied Marketing concepts and Business Modelling.
• Produced a 10,000 word dissertation on the subject of “The Management of Technological Change.”
• Trained in Software Development procedures and testing.
• Basic knowledge of Visual Basic, SQL and VB Access computer languages.
• Trained in HCID building and user requirements.
Employment History
(Aug 2008 to Mar 2009)
1st/2nd Line Support Advisor (Contractor)
• Customer complaints and query solving.
• Administering CISCO VoIP Phone system and IPCC Express and Unity Connection experience (V5.X)
• Training colleagues on basic troubleshooting techniques.
• Creating documentation and FAQs for Sharepoint.
• Daily use of Active Directory and Remote Assistance tools.
• Citrix and VPN installation and support, specifically for VIPs.
• Liaison with Assets department regarding phone issues and hardware leasing.
• Supporting Blackberry users and familiar with BES server administration.
• Working strictly to ITIL methodology and SLA's.
• Daily use of Dameware and VNC remote assistance software.
• Housekeeping of FAQ database.
• Support for FTP websites and Windows Firewall Client.
• Norton AntiVirus troubleshooting and maintenance.
• Experience with Web-based Software Deployment via Managesoft servers and web portals.
• Veritas Back-up Exec support for retrieving lost files.
• HP Openview incident logging.
(Feb 2008 to Jun 2008)
Service Desk Support Advisor
• Working on a tema of five to solve client problems with dictation software.
• Supporting MS Vista/XP and integration with Microsoft Office Suite.
• Resolving Network/Hardware issues, specifically speakers, dictaphones and foot pedals.
• Email and telephone customer service for large UK customer base, especially VIP clients.
• Daily use of Active Directory and Remote Assistance tools.
• Phone Training for clients unsure of how to utilise software.
(Dec 2007 to Jun 2008)
1st/2nd Line Support Advisor (Contractor)
• Customer complaints and query solving.
• MIMESweeper email administration.
• Resolving Network/Hardware issues face-to-face.
• Email and telephone customer service for UK Offices.
• Daily use of Active Directory and Remote Assistance tools.
• Purchase Ordering of I.T. peripherals.
• Basic Lotus Notes usage.
• Supporting Blackberry users and familiar with BES server administration.
(Jan 2007 to Dec 2007)
1st Line Support Advisor (Contractor)
• Customer complaints and query solving.
• Supporting AS400, Apollo, Microsoft Office Suite & Windows.
• Resolving Network/Hardware issues.
• Email and telephone customer service for large global customer base.
• Daily use of Active Directory and Remote Assistance tools.
• Support of external sites and company Intranet applications.
• VPN, iPass & Citrix remote connection problem solving skills.
• Supporting Blackberry users and familiar with BES server administration.
(Aug 2005 to Aug 2006)
Claims Administrator/Customer Advisor
• Customer complaints and query solving via email and telephone.
• Telephone support for Intranet site usage and error resolution.
• Diary Maintenance.
• Workflow Management.
• AS400 and Microsoft Office packages.
• Processing and Error checking of policies.
(Oct 2003 to Sep 2004)
Systems Implementation Officer
Eastleigh Borough Council• 1st Line Helpdesk duties, including email and telephone problem resolution.
• Use of ServiceCenter ticket logging software and Active Directory tool.
• Database Design and Maintenance (mainly Access).
• Amalgamation and Integration techniques between departments.
• System testing procedures.
• Human Computer Interaction and Screen Design.
• User training.
• Responsibility to reach enforced E-Government deadlines.
• Team meeting coordination and communication skills.
(Aug 2000 to Feb 2001)
Junior Claims Investigator
Royal and Sun Alliance• Responsible for taking incoming calls for external customers.
• Logging all queries and issues on a database system.
• Dealing with customer queries and following them to their logical conclusion.
• Basic legal training.
• Dealing with aggressive customers successfully and courteously.
• Diary maintenance.
• Responsibility to reach enforced legal deadlines.
Education
(Sep 2002 to Jun 2005)
Southampton Institute
B.Sc. (Hons) Business Information Technology Degree
(Upper Second Class Degree – 2:1)
Assignment History
(This Seller has recently been shortlisted or contracted for the following people4 assignment)
- IT Manager/Technician: Whitebox Digitial will be recruiting 14 unemployed people and training them as apprentices for our IT business. They will have a combination of academy training and on the job training along with volunteering in the community passing on computer skills to people without. Additionally we are also driving IT solutions for small charities where they outsource to us as their IT department.
Categories & Freelance Skills
IT & Internet
Categories
Skills
- Application Software Maintenance (IT Support)
- Desktop Support (IT Support - Help Desk)
- Fault Diagnosis/Fixing (IT Support - Help Desk)
- First Line Support (IT Support)
- Hardware Asset Management (IT Support)
- Hardware Maintenance (IT Support)
- Help Desk (IT Support)
- LAN (IT Support)
- Laptop and Notebook (IT Support)
- Mobiles and PDAs (IT Support)
- MS Office (IT Support - Help Desk)
- Network Monitoring (IT Support)
- On-site Support (IT Support)
- Operating Systems (IT Support - Help Desk)
- PC Installations (IT Support - Help Desk)
- Printers (IT Support - Help Desk)
- Remote Support (IT Support)
- Second Line Support (IT Support)
- Server Software Maintenance (IT Support)
- Software Asset Management (IT Support)
- Software Upgrades (IT Support)
- Support by E-mail (IT Support)
- Support by Telephone (IT Support)
- WAN (IT Support)
- Wireless Network (IT Support)
- X Windows (Operating Systems)
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