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CV Ivor Goodone
Address Line 1
Address Line 2
Tyne and Wear
Post Code

Telephone: 0191 123456. Mobile: 07712 123456. Email: ivorgoodone@email.com

DESKTOP / NETWORK / SERVER TECHNICIAN

 Business Analysis – Security – Customer Service 

Excellent experience in I.T. Accomplished in 1st, 2nd and 3rd line support and the establishment of full
life cycles on projects from initial conception to completion, including customer liaison, testing to
implementation. Pro-active approach to maintaining the delivery of I.T. business services, technology
and business projects within budget, scope, timescales and process limitations in a customer focused,
multi-site environment. Now looking to make a continued significant contribution preferably within
business analysis.
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ADVANCED SKILLS AND KNOWLEDGE AREAS

 Providing business solutions
 Network / Internet security
 Hardware /software development
 Maintaining business continuity
 Trouble Shooting / problem solving
BSc. (Hons)
CompTIA A+
SCJP
MS2152 course
 Business analysis  Disaster recovery
 Business process modelling  Vulnerability assessments
 IP networking / PC builds  Risk assessments
 Staff training  Supply negotiations
 LAN/WAN – Ethernet, TCP/IP  Remote Access

PROFESSIONAL DEVELOPMENT
Computing (2nd class) 2003
220-301 Hardware Certificate 2005
Java Programmer Certification 2005
Implementing MS Windows 2000 Professional & Server 2005

PROFESSIONAL EXPERIENCE AND SIGNIFICANT ACHIEVEMENTS

SENIOR TECHNICAL ANALYST (LEAD ANALYST) Jul 04 – Present
City Group, Hexford Park, Liverpool.
Providing Desktop and remote support to over 200 users. Administering and troubleshooting large
Windows and AS400 domains. Managing the business critical applications, Internet connectivity and
remote office connectivity. Performing daily server back-ups, providing network support and ghost PC
builds. Providing 24x7 on-call support.
 As Lead Analyst in the development of new software products / financial systems, liaised with
software houses and developers, wrote quality test documentation and trained users.
 Established and maintained remote system access from sites in UK.
 Built laptops. Remote access and VLAN implementation.
 Implemented and managed all aspects of NT/2000 servers.
 Set up, configured and provided quick fixes for laptops, Internet dial-ups, modems and printers.
 Configured and monitored e-mail accounts with MS Exchange.
 Tested the “roll out” of software and service pack upgrades on 600 machines.
 Specified the systems, peripherals and software to ensure that IT procurement was within budget.
 Designed a MS Access 2000 database to provide an integrated CRM solution.
 Liaised with 1st Line and 3rd line Engineers – resolved 100% of problems 95% within SLAs.
 Deputising for Managers in their absence. Responsible for the management of the junior network /
desktop support analysts.
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PROFESSIONAL EXPERIENCE AND ACHIEVEMENTS (CONTINUED)

SERVICE DESK ANALYST (1ST LINE SUPPORT) Oct 03 - Jul 04
City Group
Provided support for over 2000 end-users across 7 domains. Responded to 20-35 queries per day within a
Windows NT, Windows 95,98, 2000, XP, AS400 accounts, MS Exchange and SQL Server environment.
 Helped write and implement quality procedures for the Helpdesk.
 Wrote change control documentation and updated Installation / new build procedure documents.
 Reduced the quantity of 1st Line calls assigned to 2nd Line Support Engineers by 40%
 Co-ordinated and prioritised work to 2nd Line support and 3rd Party engineers according to tight SLAs.
 Used Remote Access tools to provide quick fix 2nd Line Support solutions.
 Asset Management: auditing, moves, changes, disposals and hardware set-up/maintenance.
 Created SLA reports for senior management using SQL/Server in conjunction with Crystal Reports 8.5.
 Performed daily server backups.
 Provided network support and Ghost PC builds. Created Symantec Ghost sessions.
 Installation of new servers including racking, cabling, and PDUs. Also considering points of failure issues
(Dual power units, Raid Controllers, clustering, network card teaming, ups etc.).
 Reviewing and updating of BIOS levels / firmware and service packs.
 Maintenance of Disaster Recovery servers. Updating of Disaster Recovery desktop clients.
 Supporting the “Remedy Helpdesk”. Resolving calls within SLAs.
 Troubleshooting network connectivity issues liaising with Network Team.
 Liaised with suppliers, evaluating, estimating and purchasing both hardware and software solutions.
 Active Directory administration using „Web Admin‟ front-end.

Within Operational Management:

 Liaised with third party service providers and ensuring correct solutions delivered to pre-assigned
budgets.
 Contributed to strategy formulation and forward planning.

Within Project Management:

 End-to-end project management, encompassing design, installation, migration and configuration that
ensured completion within time and budgetary parameters.
 Planned initial projects and engineer assignments to ensure appropriate skill-mix and capability level.
 Researched and reviewed existing IT budgets and presented a more cost effective plan for
infrastructure and support expenditure.

Interests and Pastimes: Music, singer / songwriter, running.

Born: 1984.

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