Mark Ross

Curriculum Vitae

 

Mark Ross

Greasby, Wirral

Merseyside

 

Mobile: 07775 582 906

Email Address: turon.nessendorma@outlook.com

 

Additional Information:

Date of Birth:  April 1958

Marital Status:  Married

Full Driving Licence - car and bike

SC - Security Cleared

 

Personal:

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

 

 

Qualifications:

Cerco Certificate in Systems & Networking

Comp TIA Security+

MCDST - MS Certified Desktop Support Technician

MCSA – MS Certified System Administrator

 

Interests:

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.

 

 

 

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

 

 

 

 

 

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