48 Longfield Way, Ballyhalbert, Co, Down, BT22 1GN – Tel: 07828 876565 Email: ukdtweak@googlemail.com

IT PROFESSIONALHighly skilled and experience systems analyst with demonstrated success in

information technology.

PROFESSIONAL EXCELLENCE

Teleperformance UK - Bangor 2004 – PRESENT

IT Systems Support Analyst

Maintaining existing networked PC’s Diagnosis & repair of PC faults, hardware/software on client & Server systems Diagnosis of network faults Set up of new network computers & DHCP/DNS Set up of projection & video conference equipment Support of operating systems including: NT4, Win95, 98, ME, W8, 2K, 2003/2008/2012

Server, Exchange 5.5, 2003 & 2010 Maintenance & support of network printers/scanners Creation & Maintenance of Exchange server accounts and Lync. Set up of AD for new campaigns to include Group policy and Group policy preferences Microsoft Best Practices and to PCI compliance

Acer - Belfast 2001-2004

Technical Helpdesk Advisor/Team Leader/Administrator/Trainer

Identify & resolve customer software/hardware issues Procurement of spares & replacement items Liaising with onsite engineers Customer Service training for new advisors Team Leader responsibilities including handling call escalations not resolved by 1st line

advisors Administrator for the helpdesk telephony system, servers & clients inclusive of responsibility

for server maintenance, backup, repairs and management of resources Responsibility for manage of 25+ clients

STEPHEN GEORGE

BT – Belfast 1997 - 2001

1st & 2nd Line Advisor (promoted to 2nd line within 6 months)

Identify & resolve customer technical and/or software issues Creation of online knowledge base to assist 1st line advisors during calls resulting in reduced

call backs and call times Team Advisor & Trainer Management & control of several ISP’s resulting in system efficiency enabling advisors to

take over the revised system within 3 weeks of project commencement Administrator for Linux base test/firewall computer for Helpdesk

TECHNICAL SKILLS/EXPERIENCE

I have a wide knowledge of Microsoft Windows products such as windows 95/98/ME/2K/XP and 2003 Server as well as Office 2000, 2003 and Exchange 5.5, 2003 & 2010, Microsoft Lync, Lotus Notes and have a strong background in internet trouble shooting with my past experience as a first & second line advisor in BT.

Passed internal exams on NT4, Win95/98/ME, Internet explorer and Outlook Express plus MAC OS. Also completed and passed online BrainBench tests.ICTIS Trained and qualified.Servers, desktops, laptops, Projectors, monitors, LCD’s and PDA’s. Completed an online exam from Learn Direct for Advanced windows 2000 and WSUS. A+ Certified.

Vast experience and full support for all onsite Servers, computers, scanners and printers as well as the Aspect /Call media and Nice/Avaya phone systems. My roll includes server builds and maintenance, workstation builds and maintenance, supporting Exchange, Win XP, Win 2k, Win NT, 98 and 95. Server 2003, 2008 & 2012, Virtual Centre and Clusters.

Most recently I have been involved in the migration of systems from and old 2000/2003 domain to a new 2008/2012 domain and have experience with SCCM, WSUS, and Exchange 2010 plus Lync.

The campaigns supported are mostly PCI compliant, which means I have experience with using Microsoft Best Practices, VMWare, securing Desktops and servers, using Lansweeper and vulnerability scanners to detect and fix possible security issues.

Previously I was involved in migration our systems onto 2003 Active directory.

As part of this, I have built and configured our BDC, a File Server and created all the required Forests and policies and security settings as well as the client pc builds for our site.

The local site has 342 email users between the Back Office and Call Centre alone; I have been responsible for archiving and maintaining these accounts on our Exchange 2003 server.

We have nearly 1000 local machines including multiple servers, covering both our new Active direct domain and our legacy NT domains with a dozen campaigns of which I have currently migrated 3 onto the new domain.

With around 2000 users, I have migrated home directories and roaming profiles onto new servers and shares, and maintain these as well as normal desktop/helpdesk support.

When I originally began working for BT I had to complete a 6-week training course in the various Microsoft operating systems and Internet tools and passed several in house exams based on these. After a six month period of first line support I was promoted to the second line position responsible for dealing with unresolved customer issues that first line could not help with and was as in a position of responsibility for acting as a team leader in looking after and mentoring the first line staff to update them on new fixes or known issues and resolutions and eventually built an intranet web site with such information to allow call agents quick and easy access to support information. My responsibilities also included server monitoring, testing and reporting any faults and arranging the correct engineers or maintenance to get the servers back up and running as soon as possible to maintain customer service levels, this also involved keeping senior management updated of issues as well as informing other call centre managers or clients of the issue and it resolution.

Trained internally on Servers, desktops, laptops, Projectors, monitors/LCD’s and PDA’s. Completed an online exam from Learn Direct for Advanced windows 2000. A+ Certified.