Introduction

Summary: 27 years working experience in the IT industry with 22 in the support and Service Desk field including 8 years’ experience in website design, administration and online presence; complemented with strong problem solving abilities, excellent phone and communication skills and good broad technical knowledge across a wide range of professional technologies. I’m passionate about providing superior customer support and assistance to clients and am well presented, honest, professional and reliable, with exceptional work ethics.

 

 

Skill Summary

Non-Technical Skills: Excellent communicator (verbal and written), good time and task management / organization skills, friendly and courteous towards others, dedicated, honest, respectful, high work ethics.
Computer Skills: Experience with many platforms and software products including…

Windows platforms
Active Directory
Lotus Notes (Admin)
MS Expression Web 4
PHP
HTML
MySQL & standard SQL
Database administration
MS Office
Cisco Routers
Novell
UNIX

Other: Experienced in website building, management, online presence & promotion, technical writing and content creation. Also experienced in MySQL (and SQL in general) database management with intermediate experience in PHP and CSS design for web pages. Intermediate experience with image manipulation software such as GIMP and various video & audio editing software such as HitFilm Express, Power Director and MS Movie Maker.

 

 

Employment History

Best Practice (Bp Allied / myPractice)

Start Date: Oct 2016
End Date: Present
Position/Title: Software Support Specialist
Responsibilities/
Achievements:
  • This is the same job and role as below. Company was bought by Best Practice Software.

 

 

iRresolve-IT (myPractice)

Start Date: Mar 1014
End Date: Oct 2016
Position/Title: Software Support Specialist
Responsibilities/
Achievements:
  • Provide first and second level technical support to clients using the software.
  • Install and transfer of software and associated database and data.
  • Provide sales information and help to prospective new clients.
  • Provide training to new clients on using software.
  • Set up new hosted accounts on servers via Active Dir & SQL
  • Ensure all incoming support tickets are appropriately dealt with.
  • Ensure phone calls and incoming remote support connections are picked up and resolved in a timely manner.

 

 

Livestock Improvement

Start Date: Jul 2010
End Date: Sep 2012
Position/Title: Service Desk Support Analyst
Responsibilities/
Achievements:
  • Provide first level phone support to on-site and off-site employees resolving issues over a broad range of systems used by the company.
  • Utilize remote access software where possible to provide rapid support and quick fixing.
  • Responsible for full provisioning/maintaining/deletion of access accounts on company systems including Active Directory, Lotus Notes, Unix and in-house systems.
  • Worked with 3rd party companies to implement Active Directory as the primary network system and remove Novell Network.
  • Produced full step by step System provisioning documentation for all systems.
  • Administrate intranet accounts through Novell Identity Manager and CMS system.
  • Administer Lotus Notes accounts in absence of Notes Administrator.
  • Monitor and liaise with third party support providers to ensure requests and incidents are completed within agreed timeframes.

 

Self Employed 

Start Date: Aug 2005
End Date: Jul 2010
Position/Title: Home Technology Consultant / Web site Administrator
Responsibilities/
Achievements:
  • Provide technical and installation support for general home technologies such as computers, TVs, DVD players/recorders, cameras, etc
  • Provide consultation and advise for home technologies and what suits the individuals needs etc
  • Built and maintain website consisting of forums, blogs, video and graphic presentations
  • Completed extensive customization of site using PHP and HTML.
  • Integrate social media promotion and interaction into website.
  • Optimize website for search engine ranking and promotion.
  • Build and maintain wiki styled content.
  • Maintain MySQL databases for web site
  • Implement and maintain regular backups schedule for websites.
  • Purchase and manage URL listings for websites.

 

Livestock Improvement

Start Date: Jul 1999
End Date: Jul 2005
Position/Title: Helpdesk Supervisor
Responsibilities/
Achievements:
  • Coordinate the transfer of helpdesk system from Infra Helpdesk to Lotus Notes based system.
  • Full administration of Helpdesk system and associated databases and systems.
  • Produce reports on Helpdesk and support workloads and resolutions through tracking system, as required by management.
  • Oversee manning of the Helpdesk to ensure calls are always answered.
  • Liaises with other departments to determine/resolve specific support requirements
  • Provide first level phone support to on-site and off-site employees.
  • Provide technical support for Hand-held based technology
  • Oversee second and third level support tasks to ensure they are completed in required time frames.
  • Administrate hardware and asset database, tracking moves, upgrades etc as required.
  • Monitor all support jobs through job tracking and logging system.
  • Provide some second level support for hardware/software/network when time permits and/or first level support fails or is not practical.
  • Provide Administration of Novell network accounts (create, delete, update, etc) also administrated Mainframe and Unix accounts.

Livestock Improvement Corp.

Start Date: Apr 1996
End Date: Jul 1999
Position/Title: Customer Support Analyst
Responsibilities/
Achievements:
  • Provide first level phone support to on-site and off-site employees.
  • Provide technical support for Hand-held based technology
  • Oversee second and third level support tasks to ensure they are completed in required time frames.
  • Administrate hardware and asset database, tracking moves, upgrades etc as required.
  • Monitor all support jobs through job tracking and logging system.
  • Produce reports on job loads etc through tracking system, as required by management.
  • Provide some second level support for hardware/software/network when time permits and/or first level support fails or is not practical.
  • Provide Administration of Novell network accounts (create, delete, update, etc) also administrated Mainframe and Unix accounts.
  • Supervised and coordinated purchase and install of Infra Helpdesk job tracking system.
  • Supervised and coordinated conversion of old Access based helpdesk system over to Infra Helpdesk system.
  • Customized Infra Helpdesk system to companies’ unique helpdesk requirements.

 

Livestock Improvement

Start Date: Nov 1991
End Date: Apr 1996
Position/Title: Computer Operator
Responsibilities/
Achievements:
  • Monitor and oversee the performance of Mainframe systems.
  • Run nightly backup jobs on mainframe and network systems.
  • Insure weekly and daily movements of backup tapes to and from offsite storage locations are completed.
  • Administrate the nightly running of processing jobs for database updates and reports.
  • Ensure all reports are printed over night and ready for pick up by required deadline.
  • Perform housekeeping cleaning and maintenance task on hardware in computer room.Achievements
  • Produced comprehensive instruction manuals for all operation tasks.
  • Transferred operation manuals into online format using PDF formats.
  • Drafted proposals and working example of first online “problem tracking” system. (based on the paper system in use at the time).

 

 

Portfolio

MacGyver Secret

Designed and customized site using WordPress CMS to client’s specifications. Designed slide show graphics and formatted provided documents to be displayed on site. Integrated and customised Leadpages, Shopify and eFulfillment systems into site. Setup and provided Facebook and Twitter presence and interaction. Continuing to administer site and social media an adding new content as the client requests.
http://macgyversecret.com

MacGyver Online

Architected, designed and developed the MacGyver Online site, with a combination of HTML, PHP, WordPress, MySQL Databases, flash video and social media integrations. Continuing to administer site and build content and social interaction and presence.
http://www.macgyveronline.com

MacGyver Global

Consulting on site design and layout, web presence and social media integration. Providing content, site moderation and social interaction and presence..
http://macgyverglobal.com