Server Support & Patching of Windows/Intel Servers using WSUS. General Fault Diagnosing & resolution.


Based at the B&Q Call Centre and Customer Services Department in Fareham Hampshire.



1 st - 2nd and some 3rd Line support, Call logging (Assyst) and management, call ownership – setting call priorities for the team and following through until resolution.


Providing Desktop Support for 400+ users in a customer service / call centre environments with approximately 350 Dell & 50 IBM workstations & laptops. The desktops were running XP, W2K, NT 4.0


Installing new desktop computers, printers, scanners and telephones. Tasks also included repairing of Dell and IBM desktops and builds/rebuilds of OS and printer maintenance.


Provide support for 30 servers:- Mainly IBM, plus se veral other non IBM servers running either Windows 2000 Advanced Server/Server, Windows 2003 or NT 4.0 Server. Primary applications running on these servers are:- SQL 2000; Exchange 2000; Pivotal r3.1 CRM, FAP services; Backup Exec; Rightfax; Unified Messaging, plus servers running CTI Telephony applications critical to the business.


Desktop applications included MS Office suite 97 - XP -2003 & Pivotal CRM WAM 3.1 client.
Networking using DHCP. WAN & LAN consists of 10 x 48 port switches. ISDN and Broadband systems.
Telephone system configuration and maintenance. Implementation of changes to the Telephone switch via the Avaya Definity Switch Administrator application..
Remote Support of customer’s Doncaster call centre via NetOp V7& 8, or RDP.
Remote support of IBM servers running either Windows 2000 Advanced Server or NT 4.0 Server; primary applications as servers above and approximately 50 desktop PC’s running Windows 2000 Professional and Office 2000 suite with Pivotal CRM WAM 3.1 client.
User administration in both AD and NT4 domain for approximately 400 users at site and remote Call centre. This included account, mailbox & profile creation
Liaison with 3rd party support companies as required and management of their calls.
Organising team meetings, Creating reports as required. Monitoring the systems performance. Asset management.


Responsible for creating, monitoring and running backups using Symantec (Veritas) Backup Exec Versions 8 to 10.

(An Information Technology service provider on a support contract to B&Q.(Part of the Kingfisher Group).

Based at NSN (Nokia Siemens Networks) in Farnborough

On-site Desktop support of 400 users. Call logging, escalation, management to SLA. Repair/Fix of hardware and software.

Ethos is a very successful Printer/Copier supplier in the City of London).

I was employed as a Technical support manager to provide support and training to a team of 25 field service engineers on connectivity and networking and to update the internal office system and network between the London and Kent offices. A significant part of my duties included giving product demonstrations and technical support to the sales teams when dealing with potential customers at Ethos and NRG showrooms.

Originally working at Ricoh I was Manager of the Eastern area sales team. I then moved to NRG (a subsidiary of Ricoh) as a technical sales support executive to provide dealer support for the eastern area.

As a customer technical and sales support engineer, I installed configured, repaired, serviced, networked and upgraded PC and Apple Macintosh computer systems, printers and scanners in London and the Home counties.

I provided expert support and had overall technical responsibility for the support of a team of over 60 Field based engineers throughout the UK and technical support to the National sales teams. As Product Manager I was responsible for a wide range of Agfa’s electronic and electro-mechanical graphics products. This UK wide technical support was either by via telephone, or by site visits to the customer’s premises to assist field engineers with problems and to assist the sales team to retain problem accounts or obtain new sales.



Whilst running the technical and product support for the engineering teams I focused on ensuring that the engineers always received good and current product training, that spare parts were always available and that technical manuals and information was constantly available and up to date. Agfa’s products were brand leading and their market share increase to 70% of the UK market during my time there. The product range was leading edge computer controller graphics equipment. Part of the role was to closely co-operate with technical and development staff in European head offices in Antwerp and Munich. I collated information and reported on equipment performance and problems, advised on improvements and attended seminars with other European managers to provide feedback to manufacturers. I organised technical product launches and participated in organising 3 IPEX exhibitions.



Training Instructor: Graphics Division & Reprographics Division. As a training instructor I had to prepare training courses (often from scratch on new products). Prepare course materials, presentations, and Anglicise manuals for distribution. I presented training courses for engineers, sales staff and customers both in classroom environments and on-site locations throughout the UK. I planned and maintained a training diary on a yearly basis, co-ordinating and scheduling engineer’s attendance with service control. I also assessed the engineers’ performance and recommended on salary awards. I completed a Keper Tragoe analytical troubleshooting and ‘Train the Trainer’ certified course and utilised the system in the training of engineers. I also provided feedback to Head Office and manufacturers on any product problems discovered during training.



Specialist Engineer: Graphics Division. This was a senior role concentrated on providing advanced assistance to all of the UK engineers when they were unable to resolve problems on specific products. It required extensive product knowledge on the electronic and mechanical systems including chemical film processors using pumped chemicals, with PLC type systems, fault finding to component level using circuit diagrams. I also required expert knowledge on the film processing systems in relation to the chemical processes involved, time, temperature, flow etcetera. I was often utilised to resolve problems for the sales team where specialist knowledge was required.



Senior Field Engineer: Graphics Division. I provided field support to engineers in the Southern part of the UK to assist field engineers on troublesome equipment.



Field Service Engineer: Graphics Division. This role encompassed all aspects of the field engineer’s job, including: attending meetings with potential customers to discuss technical aspects of the proposed purchases with their facilities. Site surveys. Specifying where equipment could be positioned and its requirements. Attending deliveries. Installing, commissioning, testing, and customer acceptance testing. Servicing and maintaining, fault finding and repairing, modifying and upgrading. Spares management, Time management.





Senior Workshop Engineer: Reprographics. Supervising a team of engineers and supporting those engineers. Diagnosing “problem” machines. Training engineers on troubleshooting. Engineer, Repairing and refurbishing Photocopiers. Drawing up work schedules and calculating the cost effectiveness of repairs.



Workshop Engineer: Repairing and refurbishing Photocopiers and computerised electro-mechanical systems.





Education and Qualifications



3 ‘O’ Levels Physics, Geography & Chemistry 8 CSE’s Including English and Mathematics

ONC General Engineering

City & Guilds Telephony & Telegraphy



Professional Development



Kepner Tragoe Analytical Troubleshooting
MCP XP 70-270

‘Train the Trainer’ course
Appraisal Training

Presentation Skills
Team Building

Sales Training
Negotiation Skills