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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