Ian Penovich Email & Phone Number

Reading, Gb

London, United Kingdom

* Drove Class 377 and 455 trains over suburban and mainline routes from London Bridge and London Victoria to destinations throughout Greater London, Surrey, and Sussex.* Learned and applied the relevant Network Rail rules and company procedures, remaining vigilant for andreporting any hazard, discrepancy, or incident.* Provided great customer service as the only member of staff aboard busy peak-time commuter services under Driver-Only Operation. On multiple occasions, customers have sent positive feedback via social media regarding my high standard of customer information provided both routinely and during disruption.

London, United Kingdom

I provided technical support for clients during live webinar events, and respond to support queries received via email tickets and live chats.I monitored sound and picture quality of live streaming events, adjusting backend server settings when necessary.I managed the support portal website and knowledge base, keeping the content up to date with new products, feature releases, and frequently-asked questions.I also performed quality assurance, regression testing, and bug hunting when needed for new platform releases.

London, United Kingdom

Used service desk software to log and assign routine support calls, escalating only those that were beyond my capability.Supported a busy office of nearly 200 staff using Microsoft Active Directory (AD), Group Policy, Windows 7, Office 2010, Citrix, and CRM at the 1st and 2nd Line level, including out-of-hours service based on a staff rota.Provided training and support for the Avaya IP phone system and Toshiba MFD print/scan/copy systems.Imaged and provisioned desktop PCs, laptops, and mobile devices (iPad, iPhone, and others) for assignment to users.Assisted with ongoing systems migration work, upgrading and transitioning to Microsoft Dynamics CRM and AX, Lync, and Server 2008 R2 platforms, while also moving all ICT services from one service provider datacentre to another.Audited and streamlined the organisation's Group Policy structure to reduce administrative overhead and user login times, replacing login VBScripts where possible.Designed and implemented a technical solution using Group Policy and VBScript to selectively modify users' Microsoft Office default template styles to comply with company brand guidelines, without affecting individual UI customisations.

San Francisco International Airport

San Francisco, California

Assisted customers in-store and in the field with initial consultations, hardware and software repairs, network troubleshooting, virus and malware removals, data management and recovery, and other services on PC and Mac. Recommended service plans and upsold packages as appropriate.Followed standard operating practices including customer data privacy standards, intellectual property restrictions, and other company guidelines and legal regulations.Received company training on new technologies as they were released, including Windows 7, Office 2010, MacOS X Snow Leopard, Intel’s Core i3/5/7 series, and others.

Researched, wrote, and produced stories for the CBS5 website features "Lean & Green" and "Students Rising Above". TV spots and features aired on the 5-o'clock news.

Supervised a management team of 10 people and a general staff of about 100 people for the SFSU student-run internet radio station. Grew KSFS from a single part-time channel to a 24/7 content network with two live audio streams and several syndicated video programmes.

San Francisco, California

Produced and edited podcast interviews with notable musicians for broadcast on somafm stations and archive on somafm.com. Gained inside technical knowledge of a leading streaming media operation.

Nvq Level 2, Tuc Stage One Course For Union Representatives

Computer Networking And Information Technology

Ba, Broadcast And Electronic Communication Arts, Departmental Honours

Activities and Societies: Phi Theta Kappa honor society, College Students in Broadcasting club, College of Creative Arts ambassador.