1. Andrew George
IT Technical Support & Customer Service
Andrew.Email.George@Gmail.com
Proactive, versatile and articulate professional combining several years strong technical and product knowledge
experience providing comprehensive IT support to end users both in the UK and overseas, for bespoke and
mainstream software applications in the highly demanding and challenging financial industry sector.
A results driven, logical and methodical individual with a strong approach in achieving tasks and objectives
given, exceptional planning, organising, people/project management, communication and interpersonal skills,
with a logical and analytical approach to effective problem solving who has consistently delivered outstanding
results at all levels.
Now seeking an exciting and challenging opportunity that will utilise the extensive knowledge and technical skills
learnt within a forward thinking progressive and professional organisation, and where career progression can be
achieved.
Skills & Expertise:
• VPN
• Home Networking
• Internet Faults, LAN, WAN, 3G
• Remote Software Installations
• Various Remote Software Usage
• Registry Edits
• Virtual PC support
• Microsoft Active Directory
• Citrix
• Understanding of DNS amendments
• MS Office 2003, 2007 and 2010
• MS Outlook Client and OWA
• MS Exchange
• Windows XP, 7 and 8
• Server support
• Print Services and Hardware
• BlackBerry, Android, Iphone
• Desktop and Laptop Support
• Cisco knowledge
• Hardware repairs/troubleshooting
Professional Experience:
Company: North Bristol Trust (NHS)
Position: Desktop Engineer
Date: March 2015 – Date (Temp)
Key Responsibilities:
• Contract extended 3 times
• Part of the team that helped support the opening of one of the biggest hospitals in Europe
• Maintaining and setting up hardware software systems within NHS locations
• Designated as the Konica MFD engineer
• Port patching, Systems support, device rebuilds and providing general IT support that couldn’t be
resolved at first point of contact
• Offered to be taken on by the company as a Desktop Engineer (declined due to moving overseas)
• Hands on environment where hardware issues are investigated and resolved by the technician
• Prioritising workloads and multitasking to assure maximum efficiency
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2. Andrew George
IT Technical Support & Customer Service
Company: North Bristol Trust (NHS)
Position: Service Desk Analyst
Date: November 2014 – March 2015 (Temp)
Key Responsibilities:
• Initially a 2 month contract commencing from November – extended twice then promoted to desktop
engineer
• Providing first line IT support for NHS staff, setting up user account, MS exchange management,
Blackberry server support, general IT support over a wide range of categories
• Keeping with SLAs
Company: Unit4
Position: Service Desk Coordinator
Date: Feb 2013 – August (Temp)
Key Responsibilities:
• Initially a three month contract commencing from February
• Working in a small team which distributed support requests to relevant departments
• General user administration guidance for raising requests via the online portal
• Keeping within SLAs
• Raising support requests on behalf of colleagues
• Acting as first point of contact
• Providing cover where needed for various support desks around the UK including Swansea and Belfast
Company: Brandon Trust
Position: IT Support Technician
Date: Oct 2012 – Dec (Temp)
Key Responsibilities:
• Eight week contract commencing from October the 22nd
• Providing first and second line IT support to around 300 employees via telephone, email and walk in
enquires
• Working in a small team to ensure the technical aspects of the business are maintained and up to date
• Working within SLA to resolve a mix of hardware and software issues
• Hands on environment where hardware issues are investigated and resolved by the technician
• General user administration including liaising with third party suppliers
• Maintaining the server, hardware stock and recycle rooms
• Prioritising workloads and multitasking to assure maximum efficiency
Key Achievement:
• Praised for efficiency and self-motivation
• Excellent 1st
time fix rate
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3. Andrew George
IT Technical Support & Customer Service
Company: Lloyds Banking Group 2009 – 2012
Position: IT Support Technician (Leeds)
Date: March 2010 – Sept 2012
Key Responsibilities:
• Providing first and second line IT support to over 100,000 employees at Europe’s largest in-house IT
Helpdesk
• Proactively dealing with approximately 70 inbound calls on a daily basis from service users in UK, Asia
and India
• Identifying various technical issues and providing first time fix solutions including various in-house
software and hardware faults for banking applications
• Providing a high level of customer service to meet strict timescales, deadlines and KPIs
• General user administration including liaising with third party suppliers
• Second line support responsible for the management of more complex issues
• Tasked to manage and coach teams of new analysts to meet the company’s high expectations,
including; performance management, providing constructive feedback and ensuring all correct processes
and KPIs were adhered to
• In the Help team for other Analysts to contact over MS Office communicator when in doubt
• Floor walking when required
Key Achievement:
• Relocated to further enhance career in the company
• Excellent 1st
time fix rate
Position: IT Support Technician (Bristol)
Date: Oct 2009 – March 2010
Key Responsibilities:
• Front line analyst working for Lloyds banking Group on behalf of Fujitsu
• Frequently tasked to coach/buddy new starters
• Reporting major incidents
• Sent to Leeds to train new analysts on several occasions, later relocated to Leeds permanently to work
for Lloyds Banking Group
Key Achievement:
• Part of the team awarded the ‘Service Desk Institute Large Service Desk of the Year’ Award for 2009
• Excellent 1st
time fix rate
Company: BSM (British School of Motoring)
Position: Sales Consultant
Date: 2007 – 2009
Key Responsibilities:
• Working within a small sales team processing inbound calls from customers wishing to book driving
lessons
• Providing an exceptional high level of customer service within a fast paced retail environment working to
meet targets and deadlines
• Up selling additional products and services
• Liaising with local businesses to promote the company and encourage booking of corporate events
• Accurate maintenance of databases
• Managing sales leads and following up for repeat business
Key Achievement:
• Awarded Sales Person of the Month for exceeding targets on numerous occasions
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4. Andrew George
IT Technical Support & Customer Service
Company: NTT Fundraising, Bristol
Position: Charity Fundraiser
Date: 2004 – 2007
Key Responsibilities:
• Working in a team environment, to very strict targets, raising funds and awareness for various global
charities including; WaterAid, ActionAid, Oxfam, Save the children, Help the Aged and British Heart
Foundation
• Promoted to team leader in 2005
• Representing the charity professionally at all times providing excellent customer service
• Cold calling and warm calling members of the public for donor acquisition and donor retention
campaigns, script writing, coaching and training.
• In charge of teams ranging from around 7 to 25 people
Key Achievements:
• Successfully raised over £300k for various charities
• Awarded Fundraiser of the Year 2005, out of 500 people, and fundraiser of the month on several
occasions
Professional Training & Qualifications:
• 9 GCSEs 5 of which are A-C including Mathematics and English Language- Patchway High School,
Bristol
• A level; Computer Science (D) - Filton College, Bristol
• HND; Music Technology - City of Bristol College
• Introduction to Music Technology - Pass
• Sound for film and television - Merit
• Introduction to acoustics - Pass
• Aural awareness - Merit
• Computer technology for music - Pass
• Midi sequencing with midi sources - Pass
• Music software applications - Distinction
• Performing arts in context - Pass
• Production Project - Pass
• Performing arts professional practice - Pass
• Sound and multimedia - Pass
• Sound recording production - Pass
• Sound design techniques - Pass
• Sound recording techniques - Merit
Personal Interests:
Volunteer for Patchway Community Centre – Teaching people how to use computers
Captain of the Oxford outlaws pool team (1st
division)
Founding member of Bristol based band ‘Burning Skies. Signed to Lifeforce records (2002-2007)
Playing racket sports regularly. Badminton, Table tennis and Tennis in summer
Keen Golfer with 19 handicap
Travel
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5. Andrew George
IT Technical Support & Customer Service
Professional references available upon request
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6. Andrew George
IT Technical Support & Customer Service
Professional references available upon request
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