1st Line Support Analyst @ Lloyds Banking Group - Colleague IT Services
GCSE, English, Science, Maths, Statistics, Geography @
Morley High School
An IT professional with excellent communication and interpersonal skills, who can work alone on his own initiative as well as part of a skilled team. I have good organisational skills which allow me to meet deadlines when needed. I find my sense of humour helps me to get on well with people. I am good at working
An IT professional with excellent communication and interpersonal skills, who can work alone on his own initiative as well as part of a skilled team. I have good organisational skills which allow me to meet deadlines when needed. I find my sense of humour helps me to get on well with people. I am good at working under pressure.
•Exceptional IT skills with Windows 7, Windows XP, Windows Server
•Basic knowledge of SSH tools, PuTTY and Bash Commands
•Attended a two day Customer Service training course when starting at Lloyds Banking Group.
•Attended a one week course at Leeds Networking Academy studying Microsoft Desktop Support in January 2010 – of which I passed my assignment in March 2010
•Proven I.T. experience with VPN and RSA tokens, Remote Desktop Connection, Active Directory, Network Administration and Installation of new Computers, Software and Systems.
•Exceptional skills in using Microsoft Applications including; Excel, Word, and PowerPoint.
•Commitment to a professional and high level service
•Prioritising multiple activities within time limits
•Working to own initiative, but with the ability to escalate issues when necessary
•Communicating in an effective and concise manner with a wide range of audiences, including senior managers, internal colleagues and external partners.
•Understanding and commitment to the delivery of organizational objectives.
IT Support Analyst @ Working in a LAMP environment supporting Secondary Education and Further Education Moodle websites from Moodle 2.0+, both front end and back end Linux support, often upgrading Moodle to the next long term supported versions. Upgrading and installing plugins. Editing php files through Linux terminal, editing MySQL and PosGres database files. Making CSS adjustments to make sure that the site is fully functional. Supporting schools that use SIMS and MIS integration, often SSH Tunneling into their SIMS.net machines. Supporting Apache and Nginx where needed, analyzing Apache error logs, and taking appropriate remedial action. From October 2014 to Present (1 year 3 months) Leeds, United KingdomIT Support Analyst @ Working on the Service Desk at Sky Sports Digital Media, supporting users using websites such as www.skysports.com www.sportinglife.com www.teamtalk.com and many more. Working closely with Web Support and Development and various Editorial teams.
Maintaining Audio commentary streams, via Windows Media Servers and Flash Encoders, these are then sent out to affiliates who host the audio on their site, including various betting and horse racing sites. The audio is also sent out to Sky Sports iPhone and Android apps, aswell as TuneIn Radio.
Experience in supporting editorial teams who use an in house content management system, as well as supporting editorial teams in South Africa who manage www.football365.com www.planetf1.com
Gained understanding of purging of links and images and articles that get updated regularly as breaking sports news arises. Basic understanding of API and XML feeds, and how data is sent from clients and providers.
Escalating issues that arise to Web Support and Development teams, and monitoring of Nagios, Supermon, Netsaint and Oracle alerts.
Dealing with hardware issues, including hard drive replacements, disk images, RAM upgrades, WinTV installations and Audio infrastructures.
Gained basic command line of Linux, including SSH from windows machines and running the necessary scripts to bring services back up, including basic Linux directory and file structures.
Supporting users who have issues with the service that our websites and forums come across. Raising issues on ticketing software called Spark and Jira and then assigning them to the relevant tasking areas to resolve. From November 2010 to October 2014 (4 years) Leeds, United Kingdom1st Line Support Analyst @ •I Employed with a 4 month contract, working with other members within the IT front desk team, to give support to over 180,000 staff both in UK and offshore from; Lloyds TSB, Cheltenham & Gloucester and Halifax Bank of Scotland.
•Took a 2 day Customer Service training course, on how to manage customers and colleagues in possibly challenging situations.
•Working on the front desk using a call management system, taking calls for general 1st line queries such as Password Resets using Active Directory, and Account unlocks if the user has entered their password too many times and the account has been locked out.
•VPN queries such as assigning new RSA tokens to UK based and offshore users trying to connect to the SecurID Ace Server.
•The calls are then recorded on REMEDY, a ticketing tracking software, which is then either closed, kept open if it’s an on-going issue, and is seen by higher tier members within the IT support team, or tasked over to another member of staff with 2nd or 3rd line skills.
•I am also taking calls for Printing issue’s and Blackberry Enterprise Activation requests by Branch Managers, Executives and PA’s From May 2010 to August 2010 (4 months) IT Administrator @ •I was the main point of contact to troubleshoot if problems occurred with the I.T. systems, and extended this service to our Wakefield & Bradford sites, allowing me to give multiple site support when needed to around 200 members of staff
•I assisted in negotiating a contract with Quadtronix LTD, and Canon, to upgrade our old Printers & Photocopiers to superior systems, this contract also allowed a better supply of Laptops to our Bradford site.
•I was involved in the designing of case studies, which were then converted to PDF documents, so that they could be downloaded from the website. The case studies were designed within Adobe Photoshop, using the self-taught skills that were gained during my early teens, and through High School.
•I developed a system of I.T. request forms; whereby people within the company can advise me of their I.T. requirements. I have also set up a reference database whereby we can access solutions to I.T. problems which we have used in the past. Also Basic network skills, including some TCP/IP work, and remote networking skills.
•I ordered equipment from numerous suppliers which included Monitors, Desktops, Projectors, Laptops, and other IT hardware.
•During 2008 I was involved in a regional IT audit, which allowed me and my line manager to have a clear overview as to what needed replacing within the regions trust in regards to Systems and Servers, this was then finalised within a report that was then proposed to Executive Directors across the region.
Reason for leaving: To gain new skills and take on new challenges working for Lloyds Banking Group, that are needed to progress in my career in IT. From June 2007 to May 2010 (3 years)
Microsoft Desktop Support Technician, Micrsosoft Desktop Support @ Leeds Beckett University From 2010 to 2010 GCSE, English, Science, Maths, Statistics, Geography @ Morley High School From 2003 to 2006 Richard Freestone is skilled in: Windows Server, Active Directory, Windows 7, Linux, VPN, TCP/IP, Nagios, Putty, Remote Desktop, Audio Feeds, 1st Line Support, 2nd Line Support, XP, Network Administration, Moodle
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