Philip Davis CV 1

Philip Davis 3 Forest House Lane, Leicester Forest East, Leicester, LE3 3NU | Home: 01162390801 Mobile: 07784553905 Email: Philip.davis91@gmail.com | http://www.linkedin.com/pub/philip-davis/5b/66a/573

Personal Statement I am a graduate from De Montfort University with a First Class honours degree in Business Information Systems and several years of experience working in the IT sector. I have supported around a thousand users and computers in different secondary schools and these roles have provided experience in the IT industry. Whilst at University I completed a work placement in a Secondary School and successfully developed software using Visual Basic which was implemented in the school.

Whilst working at New College Leicester, I provided technical support to many users and maintained systems across different platforms and operating systems as well as managing my own workload, liaised with external companies, management team and end users. I have built successful working relationships with both internal and external staff.

Working at Capita, I have had the opportunity to further refine and improve previously gained attributes. Whilst working for a busy Service Desk, I have built up strong working relationships with end users and engineers which help ensure cases are resolved effectively and efficiently. I have met many performance based goals when working at the Service Desk, including efficient case resolution and exceeding call handling targets, in addition to training new analysts and ensuring continual improvement of their skills.

I take great pride in the fact that all previous employers have spoken very highly of me, and have given an excellent reference and recommendation. Moving forward in my career I am looking for opportunities in Information Security as I have gained many transferable skills that are applicable to roles in this sector. Furthermore, Information Security is the area of IT that interests me the most.

Achievements Capita

Became an important member of the team in the first few weeks working on the Service Desk: o Most cases (emails and telephone calls) dealt with in the first month of working on the desk o Consistently in the top three shortest call handling time within the first 2 months o Consistently above 90% First Time Fix rate for resolving cases

Ensured high quality IT support is provided to all users in a timely manner Built up a strong rapport with many different clients, ranging from end users to engineers, and discussed and

escalated cases where necessary to ensure a quality service is provided to the user Trained new members of staff and assisted them in continually improving their skills after training

New College Leicester Appointed as temporary network manager during a 6-week period in the absence of the ICT Manager Responsible for a small team of technicians, including mentoring a work placement student Involved with implementing a new network including; networking, installation, imaging of computers, and

ensuring external contractors had the required resources Produced a series of ‘self-help’ videos for the end user to assist them in resolving common issues experienced

whilst using hardware and software on the network Created an ICT Knowledgebase to ensure best practice was followed by the ICT team whilst resolving issues

on site. The knowledgebase is an ongoing project which has continued after my departure and is updated as new issues arise

Configured a set of new iPads for use in lessons, ensuring the iPads were suitably restricted for use in a college environment and all the necessary apps were installed

Involved in site-wide installation of new printers

The Roundhill Academy Successfully undertook and self-managed a software development project to create a booking/IT database

system for the Roundhill Academy using Visual Basic coding Appointed as Network Manager on a part-time basis for 6 weeks whilst completing University studies, during

which I was the only onsite ICT support Successfully implemented an internet provision changeover project

Involved in a network refresh in summer 2012, deploying Windows 7 throughout the college and testing the new operating system. Providing testing documentation and action strategies to implement solutions.

Philip Davis CV 2

Welcome Break Involved in the successful implementation of a new site Game Zone Involved in team training at Welcome Break, including training new employees in the job role

Employment June 2015 – Present – Capita – Service Desk Analyst (Capita Property and Infrastructure)

• Provision of First and Second line support via telephone and email to internal and external users • Ensuring cases are carried out in a timely manner in order to meet SLA’s • Efficiently dealing with cases to ensure the best service is provided to the user • Dealing with all requests in a suitable and timely manner • Building a strong rapport with many clients, ensuring that issues are dealt with quickly and effectively

January 2015 – June 2015 – New College Leicester – Senior ICT Technician • Representing the college in supplier meetings regarding school software and applications • Managing and supporting the use of Office365 applications, including acting as the administrator for the

college email system provided by Office365 • Using Cisco IOS to operate Cisco hardware and troubleshoot network issues • Ensuring new employees are trained in the use of ICT equipment and familiar with college protocol

September 2013 – December 2014 – New College Leicester – ICT Technician • Provision of first, second and third line IT Support for all users of the College network

• Creating new users using Active Directory, maintenance of user accounts and server shares, as well as email accounts using Microsoft Exchange

• Successfully liaising with all staff to ensure acceptable use of ICT equipment • Ensuring the security of data, systems and hardware across the site

August 2011 – August 2013 - The Roundhill Academy – IT Support • Provision of IT support to all network users and to install and maintain hardware and software onsite • Upkeep of the school website and intranet using HTML coding and Joomla website builder

October 2010 – June 2012 - Welcome Break Service Station – Game Zone Attendant • Make customers feel welcome and build good relationships with all customers and suppliers

• To resolve gaming related problems with the interests of all parties involved in mind

Professional Training • ITIL Foundation – Completed on 09/10/2014 • Cisco Certified Entry Network Technician (CCENT) – Completed on 07/11/2015 • Cisco Certified Network Associate (CCNA) Routing and Switching – Completed on 29/11/2015

• Studying towards: Microsoft Certified Solutions Architect – Managing Office 365 Identities and Requirements; CompTIA Security+

Education

• BSc Honours Business Information Systems (BCS Accredited Qualification) – First Class Honours o Final Year - 73% (First class honours) Modules – Advanced Management Decision Making, Systems Building:

Management and Methods, Information Security Management, Computing Ethics, Final Year Project (Software Development)

o Sandwich year work placement – PASSED – 82% o Second Year - 74% (First class honours) Modules – Object Orientated Systems Analysis and Design, Database

Design and Implementation, Project Management and Development, Introduction to Research and Ethics o First Year - 78% (First class honours) Modules – Visual Web Development, Information Systems

Development, Applied Internet Technologies and E-Business, Fundamentals of Business IT • A LEVEL: C in ICT, 2 D’s in Maths and Physics

AS LEVEL: B in General Studies, 2 C’s in Physics and ICT, D in Maths, E in History GCSE: 10 GCSE’s A*-C Including A in Maths and ICT, as well as B in English and Science

Hobbies and Interests I take a keen interest in health and fitness, including playing football and squash. I am interested in continuing my personal development and I am currently attaining professional

qualifications with The Learning People including the Cisco qualifications listed above. I am also studying towards a CompTIA Security+ certification.

I am interested in socialising and seeing friends.

References Available upon request