M I C H A E L R A C EPERSONAL STATEMENT

Experienced, enthusiastic and highly motivated SC Cleared 2nd Line Support & Service Analyst, skilled in testing and implementing projects. I have developed extensive knowledge of Computer hardware and Software, Fixed and Mobile Phone Systems. Work in a methodical manner within an ITIL framework, paying great attention to detail and able to manage and take ownership of own workload. Able to communicate at all levels of management. I also work well to Deadlines and Pride myself on always taking every step to overcome any issues presented, and to implement solutions and changes to prevent re-occurrence.

Key Skills

Lateral Thinker and problem solver Worked with and adhered to ISO9001 working guidelines ITIL Trained Trained in and implemented Kaizan 5’s Principles (TPS) Proven ability to implement and carry out training in various roles Used to working with and exceeding targets in any area Flexible to travel to multiple places of work Mainframe \ AS400 Experience Blackberry setup and rollout , BES Champion for Existing Team and IOS device repairs and rebuilds Build and Setup Specialist Autocad Machines Reactive and Rapid Response to Emergency Issues presented Office Moves and Planning

EMPLOYMENT

2014- 2017 Airbus Client Site , Contracting with Daisy \ Phoenix and T-systems PortsmouthDesktop Support Analyst

2nd Line Engineer Working with SLA’s and resolving IT query’s and requests raised by customers within various systems including Remedy for Site Supporting over 1200 Customers

AD management and administration Support customers with IT security compliant laptops to facilitate client access when abroad Management and Deployment of software for desktops and laptops using SCCM 2012 Updating the Asset Database so is kept up-to-date with every desk move or supply of hardware I have deployed Maintaining the rolling hardware stock system VIP Customer Support Printer Support for Xerox Printers on site and escorting 3rd party Engineers when required on-site Supplying of Challenge response for customers unable to gain access past the Encryption System Various Projects Supported through transition including various hardware upgrades on site

2009 – 2014 KIER Group South RegionMobile IT Service Delivery Analyst

Provide a wide range of support to company offices in the South of England ,face to face and remotely Support of construction sites within the region including site setups of all network and infrastructure equipment AD management and administration Windows Server and Backup support Blackberry Champion for South of England, providing support to other service analysts for all issues with full access

to BES to setup & configure users and fault diagnosis Network switch and router configurations Management of desktops and laptops using Symantec Altiris product suite Work within an ITIL framework and contribute to developing improved processes and procedures for companywide IT

department Maintain an effective relationship between Kier IT and end users in various Kier divisions and be the primary

escalation point for all types of issues and queries

2008 – 2009 IBM \ Getronics FarehamDeskside Support Engineer

Achieved the highest call closure of all Technicians within the whole of the Zurich Insurance account Worked on several Zurich locations involved in implementing the Toughbook Rollout Project and Process

improvement Making sure customers’ needs and requirements are met and exceeded including working within agreed SLA’s Understanding Zurich & Getronics \ CSC systems, policies, and service and making sure they are adhered to, able

to implement service level management processes and apply continual improvement.

2007 – 2008 Zurich Insurance (Manpower Temp Worker) FarehamInsurance Sales Consultant Top sales generator in Office & Implemented my own personal training of new starters on how to improve sale figures, tips

& techniques to new staff

2005 – 2007 Gemplus Havant Methods & Industrialization Engineer

Carrying out various testing, ranging from quality of materials, to software testing on smartcard chips Implemented products from testing to live manufacturing environment ensuring very little or no downtime in productivity Creating processes/ product requirements and user guidelines Training operators to utilize new processes Updating quality system with technical information and product specifications of each product which is used as a point

of reference before production is commenced to minimise waste during productivity Liaising with various departments to advise on personalisation capabilities

2005 – 2005 Gemplus (Manpower Temporary Staff) HavantCIB Database Technician

Liaising with the Managers from, Process Engineering, Studio, Print, and a Customer Order leader representative on daily basis to ensure all technical details on the Customer Information Book database are correct and up-to-date

Processing all orders through the system ensuring production have all required technical details ready to run the job Maintaining close relationship with the Customer Order Leaders to obtain any missing data required to produce the

product to customer specifications

2004 – 2004 Officeteam (Recruitment Agency) PortsmouthInsurance Claims Technician

Managing reports from a household insurance company with regards to household claims Liaising directly with the insured capturing and collating information and arranging for an independent builder to carry

out a report on the claim for insurance purposes Obtaining insurance approval arranging the builder to carry out proposed works to the pre-approved costing

2001 – 2004 NTL SwanseaInternet Technical Support Agent

Receiving external calls from customers, tutoring them through the operating system to aid fault diagnosis and resolution of their technical issues

Training new technicians when introduced into the call centre environment Updating the internal systems with all the latest fixes, so technicians with unsolved issues have a central point of

reference

SPECIFIC TECHNICAL EXPERIENCE

® Dell Certified Systems Expert All aspects of hardware & Software, from building to diagnosing and resolving any issue Rebuilding corrupted systems, including registries & network protocols Data & Disaster recovery, Data Backup Solutions Diagnosing & removal of Viruses Standard & VOIP Phone System Solutions and Support Network Design, Installation & Fault Diagnosis Server Support and Setup

Software skills Windows 2000/2003/2008 server Windows 2000/XP/7 professional MS Office Professional 95/97/2000/2003/2007/2010

Exchange 2000/2003/2010 Active Directory Veritas Backup Exec ver 7.3 to 12.0 Juniper Networks VPN Client Cisco VPN Blackberry BES server and desktop manager Open VMS/Vista administration Installation and support of various Oracle applications inc 9.2 client and ADI Citrix configuration Touchpaper/HP Service Manager/Service Now/Altiris Helpdesk software Business Objects Remote PC/Server support using Remote Desktop, VNC, NetOp and Dameware Cisco Call Manager IP phone system Lotus Notes configuration VMWare version 6 McAfee\Sophos\Symantec Antivirus and security consoles

SUMMARY OF QUALIFICATIONS

2009 – 2014 ITIL Training 2008 – 2009 Dell Certified Systems Expert 2005 – 2005 Gemplus Training

Kaizan 5’s Course

2004 – 2004 NTL Courses

Data protection Act Working within a team

Complaint Handling Managing people

1997 – 1998 Neath ITEC

Achieved NVQ level 3 in Information Technology