Simon Grove Email & Phone Number

Chessington, Gb

Chessington

I was in a team of five, responsible for supporting the revenue critical applications used across the largest amusement attractions across the UK.This included the support of all Ticketing, Retail, Access control and call centre sales software, as well as other non-standard office applications, such as Goldmine Customer Relation Management system.While in this role, I have shown my ability to quickly and effectively gain an in-depth understanding of unfamiliar and bespoke applications.My duties include:• Investigation and resolution of incidents for all supported applications.• Configuration and implementation of software.• Bug fix, fault finding and creation of documentation.• Till building and image deployment.• Routine maintenance and pre-emptive checks• Implementation of in-depth and intrusive fault fixes following the change management process.• Investigation and escalation of repeat incidents using the problem management process.• Escalation of new technology and configuration requests through the Technology Investment Portfolio process.• Assisting the Business System Development and reporting team with their investigations.

Wimbledon

In this role, I was one of three IT Analysts. This meant that my role covered all aspects of an IT department from 1st, 2nd and 3rd line support to server maintenance, application testing and implementation.This role includes:• The support of Oddbins Head Office, including 90-100 Desktop PC and 25 laptops.• The support, maintenance and implementation of 20 Servers.• The remote support of 128 Oddbins branches, with an average of 3 Windows NT based tills each, and a handful running HP Thin Clients.• The administration and organisation of all user and computer accounts using Active Directory.• The creation and maintenance of email accounts using Microsoft Exchange.• (Personally) The implementation, support and management of 50 Blackberry handsets and the T-Mobile account.• The physical repair of any faulty equipment, including any form of desktops, laptops, servers and Blackberrys.• The development of our equipment using current resources.• Sole support on weekends, while remoting from a home PC.• Building, testing and implementation of desktop and laptop computers.This role required a great amount of troubleshooting and technical knowledge, as all issues had to be resolved by the team with guidance only from the head of IT. This role has given me the chance to gain a great amount of invaluable knowledge.

New Malden

As the Blackberry support technician for Hays, as well as my role as 1st Line technician, I solely supported 485 users, worldwide across the company. This includes:• The management of all user accounts within BES.• The purchasing and redistribution of all equipment.• Becoming the Hays O2 account contact.• Directly handling all Blackberry troubleshooting and queries, leading to resolution. • Where possible, repairing physically damaged handsets.I have also received O2 certified Blackberry and BES training.

New Malden

In this role, I learnt the skills of the 1st line of an IT service desk. This includes gaining an in depth knowledge of a large number of programs and systems. During my time in this role, I have been given the chance to expand both my skill and understanding of IT and my communication skills. I have also been given the chance to spend some time working with the Application Support team, helping them resolve a large number of incidents.This role includes:• The support of all Hays staff worldwide (6500+) using verbal, written and face-to-face communication, answering an average of 70 calls a day, 65 of which were resolved on call.• Effective and efficient troubleshooting of all IT issues (software and hardware) resulting in resolution or escalation.• An in-depth knowledge of all Hays software, such as Adapt, JDE, Active Directory and Citrix Management Console (to name a few).• Following the correct procedures for recording, updating and (if I cannot fix) escalation of all logs.• The maintenance of all user accounts within Active Directory and Adapt.• Being 1 of 2 technicians with access to BT Featurenet Manager Software for diverting phone lines.• Being 1 of 3 Major Incident Managers, efficiently managing top priority incidents from open to closure.