Main Objective:

 

  Key Attributes:

*  Self Motivated *  Highly Adaptable
*  Team Worker *  Good under pressure
*  Strategic Thinker *  Excellent Communicator & Diplomatic
*  Attention to Detail *  Well Organised

  Work Experience:

1&1 Internet LTD

November 2001 Present                                                                                     

October 2005 - Present  3rd Level Support, Training & Documentation

  • Providing Support for the Technical Support teams in the UK, USA & Cebu
  • Improving the Training of all Customer Services Staff
  • Internal Documentation for Training and Reference
  • International Knowledgebase Expansion
  • UK Product Bug Co-ordinator
  • FAQ Author, Editor & Designer
  • Help Movies project (UK & USA FAQ's)

April 2004 October 2005  UK Complaints Manager & Misc. duties

  • Dealing with all complaints regarding 1&1 Internet Ltd
  • Working with the Police and Government Authorities
  • Making dissatisfied customers happy
  • FAQ Author, Editor & Designer
  • Case tracking and quality control
  • Internal Information / Communication projects

October 2002 April 2004   Shop Support Specialist & Misc. duties

  • UK E-Shop Support Specialist
  • 2nd Level Technical Support
  • FAQ Author & Editor

November 2001 October 2002   Customer Advisor

  • General Technical Support by both Phone and E-mail.
  • Advising Customers on Correct Hosting packages for their needs.

 

E.I.T.I.

August 1999 March 2000

  • Project managed major UK Driving Theory Test Project to record all required questions in 16 different languages. 
  • Managed Voice Artists to ensure that the 2 recording booths were empty for a minimum of time.
  • Setup Computer systems to do post recording processing at night.
  • Quality Control on all the recording to ensure clarity.
  • When I took control of the project it was 2 months behind, I delivered 2 weeks early and below budget.

 

Thames Valley University IT Centre

January 1999 July 1999

         General Technical Support in the IT Centre.

 

University of Central England IT Labs

September 1997 July 1998

  • In sole charge of the Business School Computer Labs 1 night a week.

  • Technical Support, Network Administration and Hardware Maintenance.

  • Teaching Students how to use various software applications.

 

Technical Indexes LTD

June 1996 - September 1996 (Vacation Work)
Production Assistant - European Regulatory Division

  • Assisting the Product Managers with the creation of new Products.
  • Collating document Indexes for the new Products.
  • Creation of New Product Concept Document.
  • Competitor Product Comparisons.

 

Technical Indexes LTD

College Work Experience Placement, 3 weeks 1996
Production Assistant - European Regulatory Division

  • Creation of a Law Library Database comprising UK & Irish Law, which is cross referenced with other Databases.
  • Creation of new policies for the use of Project Management Software, involving Product Comparisons & recommendations.

 

 

  Education:

Higher Education

September 1998-June 2001                                                                                    

Thames Valley University:

  • BSc. Hons Information Systems & Computer Science

  • Dissertation Title: The Evolution and Future of Mobile Communications systems.

  • Higher National Diploma Computing

 

Higher Education

University of Central England, Birmingham:

September 1996-June 1998

  • B.A. Economics, Politics & Law (Not completed)

 

Further Education

Bracknell College of Further Education:

September 1994-June 1996

  • A Level Economics

  • Advanced G.N.V.Q Business and Management

 

Secondary School Education

Easthampstead Park School:

September 1988-June 1994

G.C.S.E's in     English Language, English Literature, Economics, History, Geography, Maths, Combined Science 1, Combined Science 2 and R.S.A. Stage 2 Economics.

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