Entry - IT

Address
Telephone: XXXXXXX Mobile: XXXXXXX
E-mail: XXXXXXXX

PROFILE
IT graduate with both academic and practical IT skills in networking and PC support.
Offering proven problem solving and client facing skills, with the ability to interact with
individuals across all levels. Experienced in working both independently and in a
team, delivering solutions in a pressurised, deadline-driven environment. Seeking to
utilise existing skills and education in an IT support role, with opportunities for ongoing
development.

KEY ACCOMPLISHMENTS

Optimised network monitoring, achieving a 50% reduction in downtime.

(Company 1)

Single-handedly reduced a backlog of outstanding support calls by 30% within

3 weeks of joining the company. (Company 2)

Implemented improved, streamlined support procedures, achieving positive

feedback from users, and accolades from management. (Company 1)

Updated support documentation resulting in significant improvements in help

desk service, and reduced one-to-one training of new support staff. (XYZ
Partnership)

Played a key role in the successful upgrade to Windows 2000. (XYZ

Partnership)

KEY SKILLS
Technical

Linux, Windows XP, 2000, 98, 95 and NT, MS DOS and Novell.
Telnet, Borland C, FTP and MS Office Tools (Word, Excel, PowerPoint).
Macromedia Mx Essentials, Corel draw, Word Perfect, HTML, SQL, Java and
JavaScript.
IP Addressing, ACLs, Frame Relay, ISDN, PPP and routing protocols such as RIP.
Network performance management, troubleshooting, optimisation and
security.

General

Trained in systematic design and problem solving techniques.

Excellent communication and negotiation skills acquired in retail and IT
support roles.
Experienced in face-to-face and telephone interaction with customers.
Team leader at university, planning and coordinating projects and delegating
tasks.

EMPLOYMENT HISTORY
Aug 2002 - Present
NETWORK SUPPORT ANALYST
Company 1
Leading UK manufacturer of equipment for the health and fitness industry.

Worked in a 1st line support team of 4 staff, undertaking problem diagnostics and
resolution.
Delivered high quality technical advice and network/PC support for 90+ end users.
Support tasks included software installations and hardware set-up and
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configuration.
Provided assistance with login issues, including password creation/reset and remote
logins.
Produced regular detailed reports for SLA monitoring and senior management
review.

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EMPLOYMENT History (continued)

Jan 2002 - Jul 2002
HELP DESK ANALYST
XYZ Partnership
Large investment company with offices throughout the South-East.

Worked in a team of 5 providing 1 st line support for 5 offices throughout the SouthEast.
Provided software/hardware support for over 200 users with call volumes of approx.
50 per day.
Configured and installed network software and hardware in a Windows environment.
Logged and maintained calls in the Remedy call logging system.

Aug 2001 - Dec 2001

SALES ASSISTANT
Company 1
Part time employment with this large clothing retailer whilst studying for BSc. degree.

Processed sales transactions and customer enquiries for this busy retail outlet.
Demonstrated a calm and professional approach in dealing with customer issues.
Assisted with product tagging, re-stocking and end-of-day cash balancing.

EDUCATION AND PROFESSIONAL TRAINING

BSc (Hons) Network Computing 2:1

University of XXXXX (1998 2001)
Subjects included: Building and managing networks, writing network support
software, internet technology, network management, client-server applications,
object-oriented methods; electronic commerce.

BTEC National Diploma in Computer Studies

XXXXX College (1996 1998)

8 GCSEs including Maths, English and Computer Studies

XXXXX Secondary School (1990 1996)

HOBBIES & INTERESTS

Diving, travelling and current affairs

PERSONAL DETAILS
Date of Birth:
Nationality:
Marital Status:
Driving Licence:

REFERENCES
Details available on request.

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