adam j h 2015
TRANSCRIPT
Adam Holden Adam Holden27 St Helens Road Kilkenny RoadDringhouses BennettsbridgeYork KilkennyYO24 1HR R95 A9P2Home: 01904 706874MOB: [email protected]
PERSONAL PROFILE
I am an enthusiastic, self-motivated worker who is seeking to progress within IT. I consider my positives to be punctuality, reliability, consistency and proactive approach to clients/ users on any issues they may have. These aspects of my work have been praised by senior management on several occasions by the CSO, SVP Ops amongst others. I believe my proactivity/ eagerness to learn new skills, investigate issues and my attitude to work are what would make me a good candidate for this position.
EMPLOYMENT HISTORY
July 2015 – Recent Piksel Senior Service Desk Analyst
Additional responsibilities to service desk analyst: In charge of training new staff. Updating and completely restructuring internal knowledge base {wiki} for 1st Line’s
benefit. In charge of heading up projects passed on from 2nd line & Service Desk
management. Delegating tasks & work were necessary.
April 2013 – July 2015 Piksel Service Desk Analyst ~ Skills utilised
Roles and Responsibilities: Proactive management of Incident & Change queue’s. Consistent accurate troubleshooting of issues. Professional communication of information & fixes. Adding and following processes via the internal {company wiki}. Work as part of a team to check & assist clients / internal users within strict time-scales to reach resolutions within SLA’s.
I have been using putty {Telnet cli application} to perform scripted Channel 4 redirects & create new Ldap accounts for internal members to manage users permissions. This grants them access to different parts of Channel 4’s Atlassian wiki/ jira/ teamsite and infrastructure. I have also used putty for searching svn groups as required, checking ULS accounts, opening and configuring floor ports and performing emergency failovers for the Evolution Gaming network traffic. Putty is also used by service desk to check traffic is going to the right end ip (TH/IX) for Press Association and making the DNS failovers when required.
Administered & troubleshoot on Pinsafe/ Webex/ Cisco phone issues/ AD for user and mail distribution groups/ Microsoft Exchange creation of DL’s/ imaging of laptops/ general hardware (laptops)
Logging calls & emails from clients and informing teams directly of high alerts. Maintaining professional approach to customer service with clients, updating them as to developments of ticket statuses and issues. Co-ordinating communications between SDMs, Teams and clients in order to update all parties with the current situational details. Provided support for Mac & Windows based OS’s.
Evaluation of POM alerts via Nagios to determine the severity of the issue, escalating to relevant OCE’s when tickets are not accepted or kglue doesn’t alert them. Used Atlassian Crowd software that works in conjunction with Active Directory, and is used to allocate permissions for external contractors and users primarily for the Liberty Global team. We are also to be taking on Transavia 1st line troubleshooting & Showcase troubleshooting for the WhiteBeam team in the next few months.
Recently received the ITIL qualification and am steadily progressing through the LPIC in my spare time hoping to complete this year. It trains you from novice to junior level Linux/ Unix engineer. (www.lpi.org/linux-certifications/programs/lpic-1)
PAST WORK EXPERIENCE - Jan 2012 - Feb 2013
13 month volunteer work experience on 1st-3rd line of York City Council IT Dept
I thrive on new challenges and I am dedicated to continuous improvement of my skills and knowledge. I have shown this through the successful completion of a BA Educational Studies with ICT. The focus on ICT in my degree gave me a good understanding of solving complex ICT issues such as developing databases and developing computer games. I have always been passionate about ICT and I completed a National Diploma in Software Development and an ECDL prior to undertaking my degree.
During the third year of my degree, I was elected Societies Officer. This role involved creating links between the students union, societies on campus and other private businesses. I was also responsible for managing the department’s budget. As part of this role I also organised charity walks. I was responsible for planning and promoting the event. I also had to ensure that there were suitable Health and Safety procedures in place. As a result we raised over £6000 for charity.
EDUCATION AND QUALIFICATIONS
BCS ITIL PASS March 2015
University of Hull 2.2 September ‘06 – July ’09 BA (Hons) Educational Studies with ICT
2002-2006 York College National Diploma Software Development B
for Practitioners of ICT
GNVQ Intermediate ICT (Level 2) BA+GCSE Mathematics C
Selby College City & Guilds Adult Literacy (Level 2) BECDL
Oxford O/Learning GCSE BiologyB
KEY SKILLS
Competent user of all Microsoft Office programs, Active Directory & Exchange administration.
Professional maintenance of CMS ensuring all assets processed through SD are stored and recorded correctly.
Updating the company and team wiki with new and vital information to assist all members in our everyday job.
Co-ordination of all documentation utilising a systematic approach.
Liaison with management and colleagues on a daily basis in order to assess and prioritise duties in a time-constricted environment.
Liaison with second line team and IT management via email, telephone, skype and in person to ensure daily itinerary and job specifications were met.
Current full clean driving licence & Conversational German to intermediate level and phrase Japanese.
REFERENCES:
Rachel Alexander Joe Lyons
Service Desk Manager – My Manager Senior Unix Engineer – Character [email protected] [email protected] Service desk number : +441904275601 +447595204658