PROFILE

Seeking long term stable employment for a well-established organization in the IT Industry. My versatility, personality and exceptional communication skills are what distinguish me from my competition. Past sales and supervisory success has allowed me to work independently, building upon my technical expertise, resulting in an exceptionally unique, well rounded skill set.

EMPLOYMENT HISTORY

Senior Systems Analyst 08/2014-Present

Capco Ltd (an FIS/SunGard company) – London, UK

Senior desktop support specialist for Capco UK (~800 users) and Capco South Africa (~60 users).

Manage the UK and South Africa helpdesk queues to ensure all tickets are closed within SLA.

Assist with escalated issues from other worldwide offices (~5000 users).

Supporting company VIP’s and executives, as well as those from parent company, FIS when onsite.

Work alongside lead engineer supervising a team of 5 engineers.

Promoted at three month review from Systems Analyst.

Systems Engineer 08/2012-10/2014

Salmon Ltd – Watford, UK

Provide technical support for internal and external systems located at Salmon and hosting center.

Diagnose and repair issues with PC’s, Laptops, Printers, providing 1st/2nd line support.

Monitor technical support account for daily technical issues with users, including daily checks of tape backups across multiple systems.

Supervisor and main point of contact for the 2 Junior Systems Engineers.

Support of international Technical Support colleagues through call escalation processes.

Assisted in the roll out of the helpdesk system for different departments and managed the Technical Support helpdesk queues.

Technical Support helpdesk receives approximately 40 new tickets per day with 93% being closed within SLA.

Build/Install/Configure Workstation and Laptop Computers.

Corporate headquarters caught fire and company had to relocate. Managed to relocate company and internal systems and have all users up and running within 3 days. Effort was individually recognized by CEO.

Promoted at six month review from Junior Systems Engineer.

Client Support Technician (Tier 2 NOC) 09/2011-08/2012

Atlantic.Net – Orlando, FL, USA

Provided support for Co-located servers (~140 clients), Dedicated servers (~400 clients) and Cloud servers (~5000 clients) as well as Shared Web Hosting (~5000 clients) and Dial Up (~3000 clients) services.

Interfaced with customers via telephone, email, online chat and trouble ticketing system to quickly resolve technical support issues.

Performed internal infrastructure support including provisioning switches, power distribution units and network monitoring tools.

Performed dedicated server build outs and configuration as well as hardware and software troubleshooting.

Participated in many team projects – Including redesigning the shared web hosting environment and upgrading internal backup systems.

Adept at identifying issues, liaising with other departments and delegating when necessary.

Promoted at three month review from Tier 1 NOC.

Sales Representative – Hewlett Packard Account 10/2006-05/2012

MarketSource Inc. – Central Florida, USA

Worked directly alongside the HP District Sales Manager to effectively procure sales and consistently beat sales objectives and quotas.

#1 or #2 highest ranking employee in sales every month throughout employment.

Designed and delivered several large scale training events with audiences varying from 90-200 people.

Conducted in-store training sessions at over 20 different locations.

Gained invaluable experience in Customer Service, Merchandising and Sales.

Senior Product Specialist (Supervisor) 10/2005-10/2006

Circuit City – Waterford Lakes, Orlando, FL, USA

Designated primarily as “Senior Product Specialist” leading a team of 9 “Product Specialists”.

Responsible for the learning and development of my team as well as all new Technology hires.

Achieved a district high of 16% service warranty sales, 06/2006.

#1 status in the district, #2 sales in the region in first month leading department as “Senior Product Specialist”.

Gained experience in “Firedog” as a technician for in-store computer diagnosis and repairs.

EDUCATION

Bachelor of Science (BSc), Information Systems Technology 05/2009-05/2011

University of Central Florida – School of Engineering, Orlando, FL.

3.62 GPA

Associate of Arts (AA), General Studies 09/2007-05/2009

Valencia Community College, Orlando, FL

3.7 GPA

Mechanical Engineering 09/2002-05/2004

Brunel University, Middlesex, UK

Completed 2 years, incomplete degree due to emigration to the USA

A Levels 09/2000-06/2002

The Grey Coat Hospital, London, UK

Chemistry, Physics, Maths

GCSE’s 09/1997-06/2000

St. James Independent School for Boys, Twickenham, UK

11 passes at grade A*-C

ACCOMPLISHMENTS

Apple Certified Support Professional Certification

Computer Information Technology Specialist Certification from Valencia Community College

Member of the Order of the Engineer

“Presidents List” at the University of Central Florida for four semesters

Duke of Edinburgh Silver & Bronze Awards

Indycar Racing Certificate

Circus Workshop Level 2

Captained “The Hotspurs” Co-Ed Recreational Football Team (2009-2012)

COMPUTER SKILLS

TCP/IP Networking

Active Directory

MS Windows Server

MS Exchange

Google Apps

VMware ESXi server

VMware vSphere

MS Office Apps

SEP Admin

Avaya IP Telephony

OS X

Backup Exec

Linux System Admin

SSL Certificates

Sophos Anti-Virus

MSP Helpdesk

Altiris Helpdesk

Bomgar

Websense

Zscaler

Firewalls

BES/Blackberry

Network Cabling

Checkpoint VPN

DNS

DHCP

Cisco Switches

R1Soft CDP backup

Qmail Admin

RAID

Iptables

Global Protect

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