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Paul Jones
Address Line 1
Address Line 2
Northamptonshire
Post Code

Telephone: 01933 123456. Mobile: 07974 123456. Email: pauljones123@email.com

SUPPORT ANALYST / SYSTEM ADMINISTRATOR / HELPDESK

Possessing a broad range of operational and IT support skills and some significant achievements within
Customer Services / Technical Support. Experience covers having the sole responsibility of supporting all
London based staff at the National Trust to the high-pressured environment of investment banking.
Committed to the team and the business with an excellent commercial approach to solving problems within
budget, scope, timescales and process limitations. A regular contributor of ideas and solutions for changes to
call centre processes and quality procedures.
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AREAS OF EXPERTISE

.. Customer service administration .. Operational management .. Exceeding targets

.. Technical support
Project management .. Citrix
Customer focus .. Trouble shooting
Change management

. Problem solving
Identifying customer needs . Team training / development
Budgetary control . Technical Security
Team leadership

PROFESSIONAL EXPERIENCE AND SIGNIFICANT ACHIEVEMENTS

Write Company A Here

N.T. SUPPORT ANALYST ( 1ST & 2ND LINE SUPPORT) 2004 – Present
Providing excellent day-to-day support of a desktop environment, 2000 users and 3000 desktops,
predominantly based in Europe. Supported over 300 users within the IR department. The IR department
produces business critical research information for the trading environment at Goldman Sachs in a variety

. of formats from paper based to intranet.

First and second line desktop support for our UK and European staff, ( software, hardware and networks),

.. troubleshooting, administration and support at all levels.

Supported Office 97 – 2002, business critical applications and in-house software.

.. Mobile Support Laptops, PDAs, remote connectivity access, ISDN, Secure Dial and Citrix.
Account Management: built effective B2B working relationships with many customers.

.. Delivered all significant results within deadlines. Working continually and effectively as part of the team.
Major customer project, Rollout of XP to all desktops and laptops.

.. Purchased desktop equipment, laptops and software.

Documented procedures to be followed by all global support teams.

. Software and hardware inventory control.

Monitored and delivered Service Level Agreements (SLA’s or KPI's).

Operational Management and Achievements:

- Contributed to strategy formulation and forward planning as a member of the management team.
- Liaison with third party service providers and ensuring correct solutions are delivered to pre-assigned budgets.
- Staff training.
- Researched and reviewed existing budgets and presented a more cost effective plans for infrastructure and
support expenditure.
- Persuaded numerous clients to utilise newer networking technologies whilst respecting pre-set budgets that
increased staff productivity and bottom line profits.

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SENIOR DESKTOP SUPPORT ANALYST (EUROPE) 1998 – 04

..
Write Company B Here
Supported laptop remote access to our network using Secure Dial and Citrix.

..NT / Netware Administration, created new users, restored profiles and data.
Supported Video Conferencing between UK, New York and Hong Kong.
Identified computer-training needs in liaison with the appropriate training staff. Mentor to new support

..
staff, trained existing staff on new quality procedures.
Wrote / documented quality procedures.

.
Supported Apple Macintosh users within the UK.
First, second and third line support, software, hardware and networks.

COMPUTER SYSTEMS ADMINISTRATOR 1995 – 98

..
Write Company C Here
Co-ordinated and supported the implementation of the London head office PC network.

. First point of contact for telephone and on-site support.

Saved the company significant costs after advising and assisting in the preparation of annual budgets for

..computer hardware maintenance and software procurement.

Advised, implemented and co-ordinated on new system developments.

.Oversaw contractors installation and maintenance of computer hardware.

Increased computer awareness generally throughout the office by motivating and advising staff on hardware

.and software usage.

Identified priorities and positive solutions by working closely with network users.

Advanced Technical Skills

.. Operating systems: Windows NT 4.0 / 2000 / XP / 95 / 98

.. Software:
Marketdata:
MS Office 97/2002/XP, MS Project
Bloomberg, Reuters, Datastream

.. Helpdesk:
PDA:
Remedy, Sunrise
Blackberry, Palm, Ipaq

.. Remote Control:
Email:
SMS, Timbuktu, Terminal Server, Goverlan & Citrix
GroupWise 5.x, Exchange,

.. Backups:
Server:
ARCserve 6.x, Legato. Ghost
SQL server 6.x, NT4.0, Win2000, NetWare v3 v4.x, MAC 9.0

. Hardware:
Training courses:
(commensurate
Dell, Toshiba, IBM. Xerox, HP.
Time Management, Administering Microsoft Windows NT 4.0, Services and Support,
TCP/IP, SQL language, Novell NetWare 4.x CNA Systems Administrator, Advanced
with advanced skills) System Administrator, GroupWise, FrontPage 2000.

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Personal:

Marital status: Married, two children.

Interests / pastimes Keep fit. School Governor.
Driving licence Full / clean.
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