Project Manager Customer Service

Location:

United Kingdom

Posted:

October 08, 2012

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Resume:

Andrew James Higgins Curriculum Vitae

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Andrew Higgins IT Support Professional

Based in Grays Essex, **************@**.*** 07714

*** ***

Available to work in Kent, Essex or London

Profile

I am a highly motivated and versatile professional with a wide range of experience

spanning IT support as well as a range of other roles. I can demonstrate strong problem

solving skills and the ability to utilise a range of tools to diagnose and troubleshoot

technical issues for a wide variety of systems and applications. I am Intelligent,

hardworking and committed individual. I enjoy challenges and thrive under pressure. I can

develop effective relationships at all levels, using my initiative to grasp new ideas and

concepts quickly and easily. Now seeking the opportunity to utilise skills and experience

within a new and challenging IT role such as a Service Desk Analyst.

Key Skills & Expertise

IT Support Competent and experienced in providing 1st and 2nd line support to users as

a result of experience gained within previous roles

Customer Service Outstanding customer service skills with extensive customer facing

experience; consistently able to exceed customer expectations

Analytical & Problem Solving Able to analyse, diagnose and resolve complex hardware and

software issues

Communication Proven ability to communicate effectively at all levels; competent in

dealing with a wide spectrum of individuals from senior executives through to general

users

Time Management Prioritises and manages time effectively, ensuring that tasks are

completed within strict deadlines without compromising on quality

Team Working Functions effectively as part of a team; also able to work independently

under own initiative

Technical Capabilities

Operating Systems: Mac OSx, Panther 10.3, Lion10.7 and server iOS, iPhone, ilife, iwork,

terminal, Photoshop, Windows 95/98, Windows NT/2K/XP/Vista/7, Server 2003 Virtualization

type 1 & 2, hypervisors, VMware, Parallels and Oracle fundamentals

Networking: Topologies & Protocols, Security, Resource Sharing, Network Administration,

Peer-to-Peer & Client / Server, TCP/IP, DNS, DHCP and VPN s network clients and Networking

connectivity, Networking Services, Configuration and Troubleshooting, WiFi installation,

use and testing. Domain Membership & Policies

Software Packages: Microsoft Office 2000 2010, Outlook, Support via VNC s, Norton

Ghost, Terminal Services Open / Active Directory, WiFi configuration

Other Systems: Backup Protocols & Software; various Anti Virus Software; working

knowledge of Solaris 11, Linux, BSD, Debian, Fedora, Red Hat flavours, Citrix; Exchange;

Blackberry, iPhone, Windows Phone 7; Remote; Network concepts TCP/ IP, DNS, DHCP and VPN s

network clients and connectivity; good knowledge of range of printers / scanners/ copiers,

Plus experience with NAS storageFurther Experience: Amazon EC2 Cloud services SAAS, IAAS, PAAS, MAC Centralised 10.7

(looking to take MCPS 70-680, Windows 7 certification in the next 3 weeks)

Programming Languages: Bash, Html, Basic, Command and Power Shell

Key Achievements

As Project Manager for SH Services; successfully managed all preparation and equipment

assembly for a range of client contracts as well as handling Risk Assessment and Method

Statements resulting in improved efficiency

Successfully set up and managed own small business providing IT support to a range of

clients

IT Support Experience

FreelanceIT Technician, 2011Present

Site Support technician, Prestige motor company Gravesend

Migrating Windows XP IT system to Windows 7

Reconfiguration of there network, segregating there network and WiFi systems

Remote desktop support via phone and RDP support with Microsoft Office applications

primarily MS Outlook;

Trouble shoot network shares and connectivity,

Windows 7 operating system issues.

Lift Tec Crain Hire, Rochester

WiFi network

Linux server,

Enabling employees to use Apples Air print from their iOS devices to print to their

office networked printers.

Smart Home Projects, Gravesend

Included Setting up a wireless extended network system using Linksys hardware for an

audio-visual company; this involved working along side Crestron equipment to set up a

blanket wireless network across a large property

I continued to do personal projects involving

Data backup and recovery,

Advice and training on operating systems

Clean up operations

Virus removal

Technician / Manager, AHS South East, 20082011

Successfully set up and managed a small IT support business serving a range of individual

and business clients in the local area

Key functions included providing technical support via telephone, site visits and remote

desktop support for router configurations, Operating System installation, migration of

data, back up solutions as well as virus protection and security

Additionally handled more specialist projects such as designing and building networks

Primarily worked alone, recruiting specialist contractors when required

Other key functions included handling procurement of hardware and software as well as

arranging services with providers

IT Support Technician, Financial Times, 1998 2001

A part time role which involved working within the Desktop Support Team, assisting users

via the phone in addition to performing software rollouts, hardware, maintenance, client

builds and resolving local network issues

This included providing technical support for Y2K preparations

Other Employment

General Operative, SH Services, 2002Present

Responsible for handling all aspects of the provision of plant hire services to a range

of clients; involves involving handling all client liaison, which included gathering

project specifications, resolving issues and ensuring customer satisfaction

Responsible for handling the operation of plant equipment at various client sites

throughout the region as well as resolving operational issues

Role has been undertaken on an ad-hoc basis alongside other work commitments

Surveyor / Computer Administrator, Solar PV Alva Southern, 20112012

Visiting customer homes to explain the advantages of renewable energy and energy saving

measures

Taking detailed site measurements and inputted the resulting data to a specialised CAD

package to enable the production of accurate quotes

Other key duties included assisting with marketing functions such as the design of

promotional material

Project Manager (Vacuum Lorry Operations), SH Services, 20042008

Responsible for overseeing the management of a fleet of 4 vacuum trucks and 12 member of

staff; successfully managed 6 key contracts with a turnover of 200,000

Involving planning and scheduling work as well as leading teams and delegating tasks;

this included leading shutdown operations on client sites in addition to handling all

client liaison

Other key functions included negotiating contractual terms with clients

Ensured compliance with Health & Safety regulations, including requesting site permits,

completing risk assessments and method statements

Additionally handled Managing procurement functions including negotiating supplier

contracts

Previous roles:

Snowboard Instructor, 2007

Trainee Ductwork Director, RGH Ductwork Install and Maintenance, 2001 2003

Qualifications & Training

BSc Honours Degree in Computing & IT, Open University, 2008 2014

Currently completed up to Foundation Degree level via Distance Learning

UCSN Unique Certificate in Systems & Networking, Cerco House, Crewe, 2012

Attended Cerco s intensive Computer Systems & Network Support Coursewhich included

practical experience of installation, repair and maintenance on a wide range of software

and hardware products including: Fundamental Concepts; Operating Systems; Networks; PC

Hardware; Communications; Printer Technology

Creston Certificate Of Accomplishment, Creston, 2012

Apple ACSP Support Professional 10.7, Amsys, Surrey, 2011

City & Guilds Diploma in Computing Applications, Minster College, Sheppey, 2001

GCSE s: English, Mathematics, Physics, Chemistry, Geography and German, Minster College,

Sheppey, 1999

Professional Memberships

Personal Information

Driving Licence: Full UK Driving Licence

Disclosure Scotland Clearance: Current

Leisure Interests: Snowboarding, downhill, mountain biking, wake boarding, jet skiing,

swimming and a passion for reading; previously travelled to a number of European countries