C.V
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C.V Paul Elston Email: [email protected] Tel: 07714333791 Address: 8 Branksome Road, Swindon, Wiltshire, SN253HQ Areas of experience: Logistics, Project management, I.T, Administration, phone support, Face to face customer support, problem solving, Training, over 9 years’ experience in customer I.T support. Employment Customer Solutions I.T Integration Engineer City Link Field Based (Swindon) August 2012- December 2014 City Link was one of the UK’s leading Courier Companies. Within this role my duty was to monitor and manage incoming requests for Customer’s I.T solutions. When the request had been authorized it was then my duty to manage the setup process from start to finish with support roles after implementation. Since nearly every customer had a different request it involved a lot of outside of the box thinking to provide the best solution possible for the customer that could streamline their dispatch process. Another part of the role was being 3 rd line support for the I.T service desk and resolving the issues that were escalated to us. This involved either visiting the customer site or resolving more complex issues via phone/emails/remote assistance. Key Achievements Improve my knowledge base across the board with all the relevant systems allowing me to operate independently with little involvement from management. To implement the return hardware procedure which resulted in the company regaining and saving over £250,000’s worth of hardware. Training the I.T service on problem management and technical fixes for our applications.
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Transcript of C.V
C.V Paul Elston
Email: [email protected]: 07714333791Address: 8 Branksome Road, Swindon, Wiltshire, SN253HQ
Areas of experience:Logistics, Project management, I.T, Administration, phone support, Face to face customer support, problem solving, Training, over 9 years’ experience in customer I.T support.
Employment
Customer Solutions I.T Integration Engineer City LinkField Based (Swindon)August 2012- December 2014
City Link was one of the UK’s leading Courier Companies. Within this role my duty was to monitor and manage incoming requests for Customer’s I.T solutions. When the request had been authorized it was then my duty to manage the setup process from start to finish with support roles after implementation. Since nearly every customer had a different request it involved a lot of outside of the box thinking to provide the best solution possible for the customer that could streamline their dispatch process. Another part of the role was being 3rd line support for the I.T service desk and resolving the issues that were escalated to us. This involved either visiting the customer site or resolving more complex issues via phone/emails/remote assistance.
Key Achievements Improve my knowledge base across the board with all the relevant systems
allowing me to operate independently with little involvement from management.
To implement the return hardware procedure which resulted in the company regaining and saving over £250,000’s worth of hardware.
Training the I.T service on problem management and technical fixes for our applications.
Customer Solutions Field Service Engineer City LinkField Based (Swindon)September 2011 – August 2012
A field based role my duties were to attend site visits that had been arranged for me by the administrators. These would be to install and implement new dispatch systems on customer site and also train the staff on how to use the software. Also there would be visits to repair/reinstall software/hardware if there had been faults escalated up by the service desk. I would also do various remote installs that would be completed using remote software i.e Bomgar,Gotoassist.
Key achievements: Achieve and complete 150% more remote installs than other engineers. Receive praise from customers that had previous poor experience with other
engineers so much so that they requested me by name. Train the administrators and assist them with their duties as well as my own. Receive praise from senior management for my ongoing work.
Customer Service Desk Analysis City LinkSwindonOctober 2007- September 2011
A first line support service desk role for supporting customers that used City Link’s bespoke systems. My role within the team was to become a single point of contact for queries or problems ranging from quick fixes on website applications to larger issues that needed to be escalated to other departments. We had to manage team work load, extensive use of call logging software, liaise with 3rd party suppliers and communicate with other departments to adhere to the SLA agreements, managing internal databases keeping information up to date whilst managing multiple priorities. This was a very challenging environment and could quite often become quite demanding.
Key achievements Completed the Train a Trainer course to allow me to train new staff members
on the systems and best practices. Exceeded all my goals in personal development review of 2009,2010,2011 Managed the office storage environment in my spare time allowing more
effective use of storing hard copies and stationary. Achieved employee of the month in 2010 due to exceptional contributions to
the team.
LDE Data CommunicationsNetwork EngineerSwindon2005-2007A network engineer role where I would assist customers with queries or problems over the phone with assistance from remote software. These would mainly be network related issues so would have to utilize network problem solving skills using a step by step basis. I would also program equipment i.e. firewalls, routers, modems etc to be later installed on site. Attend installations were we would perform cabling work across a multitude of different sites. This would then be tested by communicating with the office to make sure the right network responses were achieved.
Technical skillsActive directory, networking, cabling, SQL databases, application support, Microsoft Office, Windows XP/Vista/7/8, Service Now, Heat, Citrix, Java, Printers, VPN, Google mail, remote software, FTP servers, PC repairs. Barcode Scanners, Goto assist,Bomgar.
I am also currently studying a Microsoft course to further my education. The course covers, designing, planning and implementing infrastructures, Microsoft server 2012, windows 7/8, SQL.
Key Skills Polite and punctual Excellent written and communication skills Good interpersonal and team skills Experienced training skills Exceptional customer service Excellent problem solving abilities Enjoy Learning new skills
EducationNVQ level 2 in ICTCity and Guilds Train a Trainer NVQ in customer service Level 3BTECH National Diploma Fine ArtGCSE Maths, English, Science, Art, Design Tech
Personal interestsArt, Reading, Hiking, Music, Computer gaming, Technology
Personal StatementI am a fun outgoing person that likes a challenge and is willing to try new things. I am currently studying a Microsoft course at home to further my but also looking to expand my learning with other home school courses. I am use to working in a team or independently and strive to do my best in whatever environment. I am eager to learn new things and improve myself by meeting every challenge and always trying to overcome them.
References available on request
