I have been working on the IT Helpdesk for Wragge & Co for 4 years during which I have gained a comprehensive understanding of the IT systems in use and of the culture of the company in terms of the relationship and image with clients both internal and external.  On the helpdesk I have been in a 1st/2nd role for just under 2 years and the time previous to this was full time 1 st Line.  As part of the helpdesk I support a user base of approximately 1300 using some of the latest Dell Desktop PC’s and laptops running Windows XP, recently upgraded from Windows 2000.  The network domain is controlled via Novel edirectory and MS Active Directory.

Aside from bespoke applications the team supports core applications such as Office 2000 and 2003 Internet Explorer 6 and 7, Interwoven Worksite/Filesite, Outlook Web Access, Laserforms, Total Speech, Righfax, Acrobat and the firm intranet.  Other applications include Carpe Diem, CMS.NET, Accudebt, Business Reporting, Reddot, Mindjet, Project 2003, Frontpage, Visio 2003 and Citrix.  Hardware support involves problem identification and maintenance of Dell PC’s, HP and Cannon printers, Blackberry’s, Equitrack terminal and PC peripherals.  This includes driver configuration and placing support calls with external suppliers and engineers.

1st line duties include taking and logging support calls and carrying out any first line fixes that are possible and investigation into possible new fixes.  Fixes are implemented by advice to users or via remote takeover using Zen Workstation Browser.  Other duties include CD copying and virus checking and configuration of outlook delegate access and folder sharing.  The 2nd line role deals with all calls that cannot be fixed at 1st line and those that need a desk side visit.  This may entail in depth investigation and identification of problems leading to software or hardware configuration.  Any calls that are not fixed at 2nd line are then handed over to the 3rd line team, although most are fixed at 2nd due to the detail of investigation.  I often investigate issues as far as I personally can and this often involves carrying out what would be considered as 3rd line support.

Most of my experience with network software such as Windows Server 2003, Active Directory and Microsoft Exchange Server has been gained through personal testing using home PCs and virtual machines running VM Ware.  I would relish the opportunity to develop my skills with this range of software in a live environment and feel that I could quickly build on my current knowledge of the  administration of these products.

I have been involved in several projects within IT including the development of the support policy for the release of a new intranet, a stock control system and the organisation of the IT away day.  Being involved in these projects as well as my general duties on the helpdesk has given me a solid understanding of the need for procedure, policy and change control.  I have also mentored new starters on the helpdesk and have always been willing to help with training and instruction.  I work well on my own as well as in the different teams within IT.

The modules within my Multimedia Technology degree included Audio/Visual Electronics, Graphic Design, 3D Modelling and Animation and Photography.  Applied knowledge of HTML was learnt using direct text files and Dreamweaver.  Whilst at University I developed solid presentation skills using PowerPoint.  I gained the ability to work well with others in group assignments, including a short film production, and as an individual.  I also on occasion helped teach the 3D Studio Max lectures.  I have recently improved my teaching skills by completing a City and Guilds Certificate in Delivering Learning with attention on adult education.  Most of my continuing experience using the applications learnt at University has come by way of personal projects taken on outside work involving the creation of flyers and posters for advertising, website design and interactive flash movies using action script.  These projects have been undertaken to support my own brand and that of associates in the music and entertainment industry.

I feel that I am hard working and thrive on pressure and deadline restrictions. I am a logical thinker and enjoy problem solving. I always have a flexible approach to work hours and am often involved in overtime. I have excellent customer service skills and an ability to handle conflict. These skills have been developed through working in the retail and customer service industry on a supervisor/managerial level and in my current position.