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Helpdesk/ Service Desk IT Support Information Technology (IT) Contract - Outside IR35

Curriculum Vitae


Mark Ross

Greasby, Wirral



Mobile: 07775 582 906

Email Address:


Additional Information:

Date of Birth:  April 1958

Marital Status:  Married

Full Driving Licence - car and bike

SC - Security Cleared



I worked as an electrician for almost thirty years, before getting the chance to leave my previous career and attend Cerco’s training course to prepare me for a new career in I.T. 

I am motivated, I have a willingness to learn new skills and adapt quickly to new situations.

I am courteous, and have good inter-personal skills. I am able to work under my own supervision, or as part of a team. I do not consider myself to be a standard 9 – 5 worker. 


Computer Experience:

Jan 2004: Attended Cerco Training’s intensive Computer Systems & Network Support course. Gaining practical experience of installation, repair and maintenance, on a wide range of products.


I have worked primarily as 2nd line support, would like to progress more into 3rd line support.

I have yet to be bored by my chosen profession




Cerco Certificate in Systems & Networking

Comp TIA Security+

MCDST - MS Certified Desktop Support Technician

MCSA – MS Certified System Administrator



Obviously computers are a big part of my leisure time too, plus gaming. I also enjoy gardening, DIY, reading, travel, beer / wine and, until my accident, motorcycles. I also like to listen to music, and work with an online radio set up to help promote the new upcoming bands in the Rock Metal Punk scene


Employment: IT


TCS - Warrington - SC

1st 2nd Line Support

February 2017 - To Date

·        Supporting around 20000 users across multiple sites across UK [ Security Cleared]

·        Part of the Data Acquisition team preparing the SOP's for the 1st and 2nd line teams to utilise

·        Attending high level meetings to sort network / Infrastructure design for the office we are to work from

·        working through mandatory training as we await the commencement of the contract [ ITIL / Agile etc ]

·        At present working with 1st line as we go to a 24/7 model, and we are training new starters.


Please be aware that although I was out of work for most of 2016, it was by choice, as my wife was hospitalised in February under the mental health act, and I took the decision that I needed to be around to care for both my daughter, and, once she left hospital, my wife.



HP – Nationwide - SC

Network Audit for MoJ Probation Service

December 2015 – March 2016

  • Supporting Ministry of Justice [ Security Cleared]
  • To attend various NPS premises to do an onsite audit of the networking hardware
  • To log all details into spread sheet, encrypt and upload to online data base



Steria – Warrington - SC

Infrastructure Support

April 2012 – September 2015

  • Supporting Ministry of Justice [ Security Cleared]
  • Helping to transfer 2nd line support from Hemel Hempstead to Warrington office
  • Writing documentation for SOP’s
  • Training of 1st line team in certain 2nd line work
  • HP Openview service desk
  • DHCP, DNS – creating scopes within forest, and editing / adding A / PTR records as required
  • ISA / Websense
  • Phone support for 3rd party engineers for Printers / PC’s / Laptops / Wyse Thin Client's
  • Active Directory, Group Policy.
  • Supporting XP, Office 2K / 03 / 07 / 10, Citrix, Lotus Notes,
  • Remote desktop support – RDP / UNC / Shadowing users
  • Secure Office Client [SOC] part disc encryption support
  • RAS access support


National Health Service – Wirral Arrowe Park

2nd Line Desktop Support Engineer [Contract]

February 2012 – March 2012

  • Supporting around 1000 users
  • Helping to maintain PC’s and Printers
  • Working on XP and Office XP / 2003 / 2007 / 2010


Money Plus Group – Altrincham

2nd 3rd Line Support Engineer [Contract]

December 2011 – February 2012

  • Supporting around 150 users
  • Mitel phone system support
  • XP / Win7, Office 2003 / 2010, Server 2003
  • FOG image creation software
  • Exchange System Manager
  • Symantec Back Up
  • Kaspersky AV administration
  • WSUS administration
  • SpiceWorks call logging system


National Health Service – Liverpool Aintree 

2nd Line Desktop Support Engineer [Contract]

August 2011 – November 2011

·        Supporting around 500 users

·        Working as desktop support at Aintree site, working on XP and Office XP / 2003 / 2007 / 2010, covering 12 hour night shift on a 4 on 4 off shift pattern

·        Using Acronis imaging software to create and update images, and re-imaging of PC’s


National Health Service – Liverpool Royal / Broadgreen 

2nd Line Desktop Support / PC Rollout Engineer [Contract]

March 2011 – August 2011

·        Supporting around 4000 users across both sites

·        PC rollout within Broadgreen

·        Using Acronis imaging software to create and update images

·        Re-imaging PC’s

·        Ensure all applications – mapped drives – printers (editing .kix files to ensure reconnection at logon) work on new PC


Please be aware that I was out of work from December 2009 till March 2011 due to a motorcycle accident.

I am now recovered from the damage to my left leg, and am once again in employment.

I do still like motorcycles; however, I will be making more use of my car from now on J





National Health Service – Liverpool, Walton CNN - 2nd/3rd line Support [Contract]

August 2007 – December 2009

·        Supporting around 800 users

·        Working with MS Windows XP/2000/2003

·        Citrix Metaframe

·        MS Office XP / 2003

·        Networking (patching, basic diagnostics)

·        Hardware roll-outs (ghosting etc)

·        PC / Printer diagnostics

·        Tape backup Procedures

·        Laptop HDD Encryption


Unilever IT Europe – Data Analyst [Contract]

September 2006 – July 2007

·         Supporting around 2000 users worldwide

·         Maintain people data in the Remedy system.

·         Maintain site and region information.

·         Maintain resolution group details.

·         Maintain user permissions within the system

·         Grant and control access to Remedy and associated systems

·         Provide advice and guidance to users of Remedy and associated systems.

·         To resolve incidents related to access of Remedy and associated systems.

·         Troubleshoot access problems

·         Liaise with users as part of incident resolution

·         Follow ITIL incident management process using Remedy


ServiceTec – 2nd line support [Contract]

July 2006 – September 2006

  • Supporting around 500 users nationwide
  • Remotely deliver 2nd line desktop support.
  • Create and administer user accounts.
  • Administered desktops and laptops.
  • Run web and email reports.
  • Monitor WAN.


E-mis – Network Consultant [Contract]

Sep 2005 – Nov 2005

Feb 2006 – June 2006

  • To install and upgrade a software package into GP surgery’s across the UK.
  • Check existing install, and bring the patches up to date as required.
  • If the auto updater had failed on a PC, re-install application, and bring it up to date.
  • To ensure each PC updated to the latest patches for the OS [XP or W2K]
  • To install .NET framework as required
  • Smart card reader install, free standing and keyboard mounted
  • Fault finding on the system, to include ensuring printers were seen, and could print out in correct alignment, ensuring trusted sites were correct,  checking AV [MacAfee] was also auto updating and scanning
  • Install of E-mis supplied PC’s on site, to include all of the above
  • Server upgrades : Memory upgrades to complete installs of new servers 
  • Site backups.
  • To log all work done onto a spreadsheet


National Health Service – North Wales - [Contract]

May 2005 – Sep 2005

  • In total, supported around 400 users across North Wales
  • To assist with the migration to MS Office 2003.
  • Specifically Outlook: to save user files, migration of users to a new Exchange server.
  • Re-import user files, including archives. Set ‘forwarding’ rule.
  • Help users to set up the Outlook as they liked – Font size – Layout – etc.
  • Give support to users on any other problem they might have been experiencing.




Cheshire Business Solutions - IT Tech Support – Nantwich

Jul 2004 – May 2005

  • To provide Tech support to schools including:
  • Loading and activating software.
  • Upgrades / updates / repairs to PC’s and peripherals.
  • Uploading images to server: downloading images after repairs.
  • Setting permissions, deleting ‘unwanted’ files, central installs of A/V programme. [Sophos] 
  • Configuring PC’s to networks, Internet and mapping drives.
  • Installation of interactive white boards and overhead projectors.
  • Installation of networks. Fibre optic / CAT5 cable / patch panels / switches.
  • Entering details of work done to company D/B.


Fujitsu - Desk Top Support - Warrington [Contract]

Mar 2004 – Jul 2004


  • Supporting around 50 field engineers, as they did the physical site visit / installation work
  • Logging PC’s and drives out of the work system, and into our repair facility.
  • Break / Fix work, included checking where the system had failed.
  • Running diagnostic software to fault detect hardware.
  • Replace hardware as required.
  • Install the correct image onto the drive.
  • Check the unit worked correctly.
  • Log it back into the system
  • Technical Telephone Support System for on-site engineers [supporting NT4 / Win2K]


Employment: Pre IT


SCA Packaging - Electrical Technician - Ellesmere Port

Feb 1992- Dec 2003     


Duties include:

Responsible for maintaining all electrical equipment within the factory.

Responsible for machinery repair and calibration.

Calculating Electrical Department's annual budget.

Updating and maintaining all log books and data records.


Lyjon, Approved Electrician, Ellesmere Port

1980-1992    [Various times]


Responsible for installing and maintaining electrical equipment and complete installations.

Responsible for setting out jobs according to drawings and customer specifications.

Responsible for the requisition of required materials.

Overseeing the testing and inspection of complete installations.


Hidro Navegacion, Base Operator, Tarragona, Spain

Jan 1981 – Dec 1981   


Oil exploration, seabed mapping

Responsible for erecting and maintaining radio navigation masts.

Duties included updating and maintaining all log books and work sheets.


Loffland, Instrument Electrician, Guaruja, Brazil

Mar 1983 – Apr 1983   


Part of a team, responsible for finalising and commissioning all power and control circuits on two SCR, jack up, cantilever, Oil exploration rigs