Experience

Clarksons

• United Kingdom
• Maritime Transportation
• 700 & Above Employee

• Network / Infrastructure Support

  • Aug 2012 - Present

  Clarkson's is the world’s leading provider of shipping services. A team of 8 look after back office infrastructure across all sites globally and are supported by a user support and database team. As the position is 24/7 an on call system is in place to ensure support is readily available. Clarkson's is the world’s leading provider of shipping services. A team of 8 look after back office infrastructure across all sites globally and are supported by a user support and database team. As the position is 24/7 an on call system is in place to ensure support is readily available.



Domestic and General

• Wimbledon

• Network Support

  • Feb 2008 - Feb 2012

  I was part of the network team that manages network support for approximately 2500 employees within the UK and Europe. The role encompasses resolution of network faults that arise throughout the network as well as assisting on project work that arises from Domestic and Generals business requirements. The network support team works within a strict ITIL environment, encompassing change and problem management, as well as 24/7 support for the business which is split between team members. The role also required interaction between desktop and server teams to achieve SLA's on D&G projects. Show less



Domestic & General Ltd

• Service-Desk Analyst

  • Apr 2007 - Feb 2008

  1st Line support help desk position with the role encompassing taking calls from all aspects of Domestic and Generals employee's on all aspects of IT support. Working within an ITIL framework the service desk take a variety of calls, the aim being to fix as many as possible on a FTF basis. This not being possible, escalation of the incident to the relevant 2/3rd line support team and maintain customer expectation with regard the nature of the incident. Ensure that tasks and Service Desk issues are prioritized and resolved in accordance with business requirement and that handover documentation is returned from 3rd party out-of-hours service provider at the start of the day and any significant issues are being managed to resolution. Resolve simple/intermediate issues from software to hardware issue within a Windows desktop environment, as well basic, network and remote access queries, minimizing the number of calls passed to 2/3rd line support teams. Assist with the creation and maintenance of support documentation and procedures and that they are adhered to. Show less



ORANGE PCS

• Bristol, United Kingdom

• Service-Desk Analyst

  • Jan 2005 - Dec 2006

  Service desk analyst within an extremely varied and high paced role involving all aspects of IT support. Management expectation was that most faults should be dealt with by the service desk and a high standard of support was set and expected from employees. The employee base accounted for 13,000 employee’s both inside and outside the UK and support was based within an ITIL framework. Provide support for contact centre staff, office based and remote access users Provide support for 250+ Orange retail shops and communications network, constantly liaising with external support vendors (NSB, Siemans, Nixdorf) regarding support and SLA’s. Provide administration for systems including Windows NT, 2000 and XP via SMS 1.2 and VNC, Lotus Notes, Remote Access platforms - VPN clients, Lotus proprietary dialer and standard DUN, broadband issue’s. Provide support for all Orange client applications such as SAP, MS Office, Internet Explorer, Netscape Navigator, KeaTerm32, etc… Provided support on various Orange sites during a migration to XP and Outlook – assisting with problems and user set-up/ enquiries Creation of new users within AD and assigning of users to the correct groups and access levels. Effectively record and monitor all incidents using service ticketing (remedy) Main responsibilities included supporting users on NT, Win2k, XP and Windows server access and diagnosis of common faults/ errors for correct assignment to 80+ 2nd/3rd line support groups. Show less



Lloyds -TSB

• 1st Line Support

  • Nov 2003 - Jul 2004

  Within this role I was part of a front line team who provided general systems support for internal Lloyds employee's of all levels. 1st Line support for Lloyds-TSB employee's taking calls from contact centre staff as well as management. Job role entailed answering queries on software and hard-ware issues. From Microsoft software suite to desktop hardware faults, this would also incorporate internal Lloyds software which was kea-term based. Assigning faults that could not be resolved to the relevant support team and keeping in line with escalation procedures and SLA's Show less



BT ISDN Helpdesk

• Bristol, United Kingdom

• Technical Advisor

  • Apr 1996 - Nov 2003

  Inbound/outbound team set up in conjunction with corporate clients to support and advise BT account management teams and the general public on all aspects of ISDN provisioning. 1st/2nd Line support for all aspects of BT’s ISDN service (ISDN 2/30 Home Highway/ Business Highway). This included areas such as video conferencing, set-up of terminal adapters etc.. Dealing with queries regarding BT’s leased line service from pricing to technical set-up. Liaising with BT labs about issue’s arising between 3rd party suppliers equipment and the ISDN service During my time I was international liaison between BT’s ISDN helpdesk and other ISDN helpdesks for various telecom companies around the world. Show less