Richard Gwatkin Email & Phone Number

London, England, Gb

London, England, Gb

I have run a very small business from home for a number of years. The business put simply is a web server on which I host a couple of paying clients (to cover the cost of the server) and a number of websites hosted at no charge for friends, family and a couple of local not for profit individuals (one example being the East London Performers Academy).

Lack of opportunity to progress my career led me to decide to move on from Charles Russell LLP. I was successful in getting a role at this top 10 UK law firm as a Business Support Analyst. In this role I became a certified MOS Expert in Word, Excel, Powerpoint and Outlook 2010 and gained experience of a much larger firm; how they are structured and the tasks they face day to day. Daily tasks consisted of:• Working within a team to provide 1st/2nd line support to 1,500 lawyers and support staff worldwide• Dealt with around 30 calls per day using Assyst call logging.• Resolved technical issues with Windows XP laptop/desktop, MS Office XP/Outlook 2003, Interwoven Mailsite 4/Worksite 8, Deltaview, Carpe Diem, Laserforms, CMS, Remote Access (VPN and Citrix), KVS Client, Active Directory, Dell desktop/laptop builds• Troubleshoot complicated Word documents i.e. remove corruption, formatting and comparison issues as well as document conversions and printing issues.• Configure laptop & mobile phones with Bluetooth, BlackBerry devices & other PDA’s• Troubleshoot client side SecurID RAS connections and configure remote access settings.• Setup MobileIron which allowed iPads and iPhones to connect via exchange.• Excellent customer service, updating users – following up issues users have encountered

London, London, Gb

In this role I became an experienced and respected member of the IT department. The Corporate environment provided me with skills and understanding of larger scale IT operations and requirements. The role also allowed me to add legal industry specific applications to my skill set including the below:• Providing 1st and 2nd line support, taking around 100 calls per day between a team of 4.• New user account Set-ups and Leaver procedures. • Supporting Blackberry Devices including fleet control, allocation, problems, training and upgrades.• Supporting and training via phone, e-mail, remote support and walk-ups.• Log support requests onto Sunrise call logging system and close calls within the correct SLA• Managing accounts; dealing with rights and group memberships in AD• Liaising with and following up calls with other departments when required• Researching fixes via the Internet and taking fixes to 2nd line level.• Escalating hardware faults and 3rd line faults to relevant parties.• Creating and manage user accounts and applications in Novell Console One 1.3.6• Creating and supporting Total Speech (BigHand), Interaction Windows/Web Client accounts.• Creating and supporting MS Exchange, DM5 5.0.1.5 and Citrix accounts.• Supporting Avaya IP phone systems including headset setup, call groups, rules and Network.• Supporting Carpe Diem, Internet Explorer, MS Word, MS PowerPoint and MS Excel.• Supporting HP Printers, Digital Scanners and Xerox multifunctional devices.• Booking and setting up telephone & video conferences• Imaging, configuring and maintaining desktop PC’s and laptops.• Support multiple office locations, users working from home, hotels and on secondment

£26k - Built up and managed a team of 1st and 2nd line support staff (5 in total) while still undertaking last line support and assist in our core network managementNew management stepped in Jan 2005 and offered me a split role.2005 - 2006 Sales Manager (60%) + Technical Supervisor (40%)£32k - While still overseeing the 1st and 2nd line support targets, assisting in last line support and advising the new directors I also chose to take on board the sales responsibility of the company.This role enabled me to develop my reporting and administrative skills as well as arm me with a sales perspective on technical issues.In Sep 2006 the company went through a takeover and was relocated to Leeds, I was asked to re-locate but declined and took the redundancy option as I had just purchased a house.2003 - 2004 Network Administrator£20k - Provide all levels of server and hardware support to clients and assist in the management of the company network and IT infrastructure.

ISP and PCs for Charity

redundancies were made but I was offered continued employment in a supervisory role.2002 - 2003 Network Support Engineer£17k - a 1st line support role assisting clients via phone, email & site visits on a full range of technical issues from printers to server problems.; £15k - repair, refurbish & build computers as head of 3 to hit monthly targets.

£12k - assist the workshop staff in basic pc repairs, stock taking, cleaning, packaging of equipment and taking in deliveries.

Education record

Gcse'S All A - C, Various