Resume of IT Support & Development Specialist

Title
IT Support & Development Specialist

Primary Skills
IT support & development specialist with knowledge of hardware & software support, systems integration, & documentation.

Location
US-FL-Gainesville

Posted
Apr-20-07

Objective

To utilize existing technical & organizational skills, through the maintenance, support, and development of high-tech systems within a positive social environment.

Work Experience

Structured Cabling Engineer
7/2006 - 11/2006 IKM Communications, Heathrow, London
Working on site at the Heathrow Terminal 5 development, I have been involved in all aspects of CAT-6 data cable installation. On this joint venture between BAA and British Airways, and working in partnership with NTL, I have worked within teams to perform high quality installations, whilst working within strict safety guidelines.

European Distribution Systems Support
6/2003 - 9/2005 Expeditors International, Heathrow, London
As the regional support contact for Expeditors I supported distribution operations around the European and S.African regions. I worked with distribution teams around the region, troubleshooting errors and providing solutions to maintain efficient workflow. I also worked with developers and support teams at Expeditors Seattle headquarters to establish software requirements, and to identify & resolve software bugs. In addition to this I facilitated the integration of new business through the development of EDI and bar code scanning solutions, working closely with companies including Dyson and Black&Decker in the process.
- Provided third tier support to branch personnel around the European & South African regions through use of email, telephone, & remote access, as well as in person.
- Worked with distribution teams and developers to establish software requirements, and to identify & resolve software bugs.
- Designed data analysis tools in Excel to facilitate interpretation of shipping data.- Trained staff on best practice methods of data processing and customer support.
- Created documentation for Windows Mobile & Microsoft ActiveSync applications.
- Managed and performed multi-server relocations during European office moves.

European HP Systems Support
1/2002 - 6/2003 Expeditors International, Heathrow, London
Whilst in this role I was responsible for proactively monitoring HP3000 servers around the European and S. African regions. This often necessitated travel within the regions in order to carry out hardware installations and essential upgrades. I provided support, assistance and training to both branch and country IS personnel, and worked closely with both European and Global support teams. In addition to this I became highly experienced at supporting Microsoft Windows PC's and NT servers.
- Reduced critical failures on network of 46 HP3000 servers thru proactive analysis of systems using Performance Gallery Gold software.
- Performed server upgrades & installations across the European region.
- Created detailed technical documentation to facilitate software and hardware upgrades by local IS staff.

Online Banking Technical Support
5/2001 - 8/2001 Barclaycard (Reed Job Agency), Manchester, Greater Manchester
Working within a small team I was responsible for assisting customers over the phone, with problems relating to Barclaycard's secure online account access.
- Utilized account management software to maintain users accounts.
- Worked within call centre to identify and solve customer problems.

Cellular Communications Consultant
9/1993 - 5/1996 Hutchison Telecom & Pinacle Vodafone, Manchester & Birmingham, Northwest & West Midlands
- Utilized technical understanding of cellular networks to guide customer purchase decisions- Discussed customers needs and requirements objectively in order to identify best product/tariff combination.
- Demonstrated benefits of Hutchison's Orange PCN product during launch.
- Trained staff on how to properly handle and satisfy customer requests.
- Diffused difficult and sensitive customer situations

Education

9/1997 - 6/2000 University of Wales, Bangor, Bangor, Wales
Bachelor's Degree
B.Sc. Hons., PsychologyCourses included: Psychology, Communication, and Information Technology; Minds, Machines, & Intelligence Research, Design, & Analysis

Skills

Apple Mac 9.x & 10.x
PC Support (Win 95, 98, 2k, & XP)
Customer Integration
Documentation of Procedure
EDI Development
HP MPE
Reporting & Analysis
Software Support
Teamwork
Technical Training
Windows NT

Certifications
See above


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