Education

Ballerup High School East Kilbride

0 Grades English, Mathematics, Arithmetic, Physics, Chemistry, Geography, French

Highers Mathematics, Chemistry, Geography

Professional Membership

Member of the Information Technology Professionals Association

Further Education BTEC ONC Electronic Engineering

Also attended college for HNC Business studies.

Product Knowledge/ Accreditations

Desktop Fujitsu PC's, Compaq, Digital, IBM, Gateway2000, Silicon Graphics, HP, Western systems, Epson,

Motorola, IMAC, ICL

Printers HP business/personal/ Colour Lasers, Lexmark printers, Kyocera, Panasonic, OKI, Xerox wax printers, Canon, Linewrinter, Genicom, Konica Minolta

Servers Compaq, ICL, FujitsuICL, Dec, Fujitsu-siemens, Gateway2000

Accreditations Hp lasers, Compaq desktops, notebooks and servers, Fujitsu pc's

Software MS products from dos - xp/win2003 Cdos, Some Unix

AV/ VC Installation of various Plasma manufacturers, Projectors and voice conferencing systems.

Picturetel/Polycom systems ranging from Concorde 4500 through to the present systems. All the associated comms, terminal boxes mux tri-bri and video over ip devices. Some experience of Tandberg and Crestron systems but mainly Polycom and Picturetel.

Trainer skills Kyocera printer trainer allowing me to give accreditation courses to engineers. Also attended a trainer courses with ICL to give training on any products as well as give presentations

Employment History

August2001-Present

Computacenter

Since moving to Computacenter I have worked on managed service accounts. My posts have allowed me to focus on particular products and to interface closely with the customer. My skills and wide product knowledge have been utilised by other accounts to improve the knowledge of other engineers and assist them in MADC work as well as break fix of products they have no knowledge of. All the skills I have gained over the years on the various products above I have had to use at some point. My key skills are obviously hardware but, I do have software skills as well for analyst roles. The management and admin aspect of my role I deal with various things such as financial control of logistics, change control, problem and incident management to name but a few. I deal with the management of contractors on installation and migration rollouts acting as the focal point for both customer and engineers dealing with the end to end process of arranging the what, where and when involved in that process.

My role at present is Support Analyst on the Abbey contract. My daily work is based around running the hardware aspect of the team, but I have found my role to be quite diverse in that I can be dealing with a hardware/software fault to negotiations with a customer to solve an escalation. I have had to have strong customer skills through some difficult negotiations. I have been able to add to my trainer experience, Kyocera lasers along with the other products having completing a course with the manufacturer.

1990-March 1998 & June 1998-August 2001

ICL (UK) Ltd.

My Position in ICL had been primarily a field engineer. I have had experience in a wide range of positions and products whilst still working for Infrastructure Services Division in the field-engineering role. These have been

1. Working in the diagnostic support group of ICL

2. Allocating resources to the team workload

3. Project management. I have been a lead engineer and team leader on installation projects.

4. Sales and product support through problem management of issues.

5. Field and site based break fix for hardware and software

6. Video conferencing via H322/H323 installation, user training and pre and post sales support

7. Trainer

As part of my development over the years, I have dealt directly with subcontractors and acted as an engineer liaison for some customers. My problem solving and putting the customer first attitude has allowed me to build up a good reputation with customers. I have worked as both field based and site based engineer dealing with a variety of things such as helpdesk support and management, remote diagnosis and liasing and reporting problems and faults with sub contractors. Being site based involves the further issue of you are the main face of the company and invariably I had to deal with initial contacts of a contractual nature either by dealing with the enquiry myself or passing it up the chain of command.

I have for the last few years revisited my financial studies in order to progress my career. I had used online financial and service management courses. This has been a refresher to my previous studies. I was identified as having management potential and placed on the potential manager's course, which I completed the theory prior to leaving. The business position and availability of posts being limited meant I would have to leave to further my career.

As a Service engineer I have been trained and worked on a wide range of equipment. I have probably worked on all major brand names as well as those not so well known.

I was also one of a select few to be allowed to do the training to be a trainer on new products. This was designed in order to do local training for the engineers thus improving the efficiency of engineers and I was able to use the knowledge for training and presentations to customers.

I have an enthusiasm for video conferencing I worked on Picturetel video conferencing systems for the last four/five years. This work includes the site surveys/install/repair I have been officially trained on

1. All the room-based systems including the new 900 ranges, which allow communication via ip.

2. Swiftsite systems

3. Pc products such as Live 50 100 and 200

4. Livelan and Liveshare

As part of the installations process I had to train users to understand the basics of the systems. I have had some limited experience with other video conferencing manufacturers such as Intel, Polycom and vcon.

I have some specific product training on routers such as Madge and Cisco but this has been limited to replacing when faulty.

My software skills have been mainly on Microsoft products from Dos3 up to windows2000. I was one of very few field engineers in ICL to be a support engineer for MS office, Novell perfect office and Lotus SmartSuite. This was for a specific project that fell through but the training was inevitably beneficial over the years. Understandably I know my way round Excel, Word, PowerPoint and Access fairly well. I have worked using Cdos, UNIX, OS/2 and to less a degree Novell.

March 1998-June 1998

Altor PLC

I left ICL in March 1998 to start with Altor as a Team Leader and senior engineer. The post was based at Sky television in Livingston and required a substantial amount of diplomacy in this high-pressure environment. I quickly built up a rapport with the site staff assisting them in dealing with some issues expected of a service manager. Although overall budget was controlled from the Glasgow office I had ultimately control over spares spend and control of the overtime allocation

1992 - 1998

Royal Logistic Corps TAVR

As well as my daily engineering role I found the time to be a member of the RLC, formerly the RAOC.

My TA role enhanced the way I plan things, keep a cool head whilst under pressure and has taught me a lot about man management and teamwork. I was aiming to achieve Officer Status and had begun training but my civilian job took precedence. During my training I had temporary control of a troop, which was about 28-30 personnel. I was perceived as a fair and understanding peer that could be approached. For the two years prior to my discharge I moved into the admin section where my computer skills were put to use primarily being given control of the I.T. equipment. My official role was as a supply controller. Simply a stores clerk, issuing/receiving supplies but my computer background led me to run the units I.T. equipment. My T.A. career finally came to abrupt end due to a misfortunate accident during a training exercise.

1988-1990

Royal Air Force

I trained with the RAF as an electronic technician to support the UK ground defence system. My role dealt with the repair and maintenance of radar and communication systems. This involved training at the No.1 Radio School. The training involved basic and advanced analogue and digital electronic theory and practical work on the radar units, displays and computer controlled devices and workshop practices i.e. PCB repair, cable looming, soldering.

1986-1988

Blood Transfusion Service

I was employed as an Admin. Clerk. My daily role was to process the donor cards, splitting them into new and existing donors, then hand writing the new donor cards. This at a time prior to computerisation required close attention to detail as a mistake could be life threatening. I was also required to archive the files and handle all outgoing mail.

M iscellaneous

Full drivers license with provisional HGV class 1

Security Clearance level SC valid till 2009