Andrew Northmore-Thomas: Curriculum Vitae

Relevant Employment

Position

Welsh Area Fire Engine Restoration Society

,

Location

Neath

Time held

2012 - 2018

Key Elements

• Technical/Product Understanding
• Support
• Communication
• Problem Solving
• Information Management and Flow
• Training and Coaching
• Customer Understanding
• Service, Accountancy

Relevant Education

Establishment

University of Cardiff

Location

Cardiff

Study Length

2002 - 2004

Certificate of Higher Education in Computer Skills. 2-Year course divided into modules totalling 120 points. All Courses passed

Web page authoring and publishing Knowledge of UNIX (including LINUX) Quick learning ability Work well in a team of any size A friendly and polite communication manner Good customer service experience Ability to take ownership of problems

D.P.A. Trained Manage projects to meet deadlines Good management skills Advanced knowledge of Win 3.x, 9x NT and Server based systems Designed, administered and installed networks in a range of offices

Employment History

Position

LogicaCMG

,

Location

Cardiff/Bridgend

Time held

2004 - 2005

Divided into contracts (AWG, George Wimpy Housing, Laing Homes, Transport for London, OFCOM, Trans4M, etc) the users are all supported technically in basically the same way with the use of remote connection software (e.g. SMS) and verbal instruction. The role also involved backup of servers (using Veritas Backup Exec) and the administration of Shared Resources and MS Exchange Accounts using a variety of tools including Active Directory, User/Server manager and the Management Console (MMC)

1^st Line Agent/Product Specialist

First 6 months spent in first line (direct customer contact) role. Quickly promoted to Product Specialist, supporting 1^st line agents by giving information and training where an understanding hasn’t been reached by the agent, taking on difficult customer issues until resolution, ensuring that SLAs (Service Level Agreements) are met and the development in my own team through statistical analysis and coaching. Other aspects of this role include call management of all 1^st line agents, the distribution of information via email, Bulletin boards, SMS, meetings and training documents. Have also worked on changing operating procedures and protocols to improve SLA performance. Other work can also be assigned as needed.

NTL Internet, Newport 1999 - 2001

Technical Support Representative, NCS Residential

Direct customer contact role, answering and resolving customer issues and complaints. Resolved issues for PC based, broadband and TV based Internet customers. Responsible for meeting call length, quality and volume targets. Acted as Senior Technician for callcentre, training newer representatives, giving support, advice and mentoring for other representatives. Supported Manager in improving team performance.

Systems Developer, QLS

MicroCompass deals with the Sale, Development, implementation and support of a suite of applications called QL. My role was to program in Uniface and Visual Basic the software (QL Students), support and analyse any problems with the software and derive solutions. One of my main responsibilities was answering and resolving phone enquiries or problems from customers. I gained highly specialised knowledge of the product and greatly developed my programming skills in Uniface and VB.

My duties included dealing with any problems relating to the computer system (including any peripheral or network problems), teacher support and helping the pupils and members of staff alike in any area that they were lacking in training. I was responsible for creating web pages using a text based editor system. I maintained web pages and helped students create their own pages. I also established a networked computer room.

Attributes

Interests

I like to listen to music, reading, socialising, aikido and playing/programming computers.

References