1. Adam Holden Adam Holden
27 St Helens Road Kilkenny Road
Dringhouses Bennettsbridge
York Kilkenny
YO24 1HR R95 A9P2
Home: 01904 706874
MOB: 07852883150
ajholden7@hotmail.co.uk
PERSONAL PROFILE
I am an enthusiastic, self-motivated worker who is seeking to progress within IT. I consider my
positives to be punctuality, reliability, consistency and proactive approach to clients/ users on
any issues they may have. These aspects of my work have been praised by senior management
on several occasions by the CSO, SVP Ops amongst others. I believe my proactivity/ eagerness
to learn new skills, investigate issues and my attitude to work are what would make me a good
candidate for this position.
EMPLOYMENT HISTORY
July 2015 – Recent Piksel Senior Service Desk Analyst
Additional responsibilities to service desk analyst:
 In charge of training new staff.
 Updating and completely restructuring internal knowledge base {wiki} for 1st Line’s
benefit.
 In charge of heading up projects passed on from 2nd line & Service Desk management.
 Delegating tasks & work were necessary.
April 2013 – July 2015 Piksel Service Desk Analyst ~ Skills utilised
Roles and Responsibilities:
 Proactive management of Incident & Change queue’s.
 Consistent accurate troubleshooting of issues.
 Professional communication of information & fixes.
 Adding and following processes via the internal {company wiki}.
 Work as part of a team to check & assist clients / internal users within strict time-scales to
reach resolutions within SLA’s.
I have been using putty {Telnet cli application} to perform scripted Channel 4 redirects & create
new Ldap accounts for internal members to manage users permissions. This grants them access
to different parts of Channel 4’s Atlassian wiki/ jira/ teamsite and infrastructure. I have also used
putty for searching svn groups as required, checking ULS accounts, opening and configuring
floor ports and performing emergency failovers for the Evolution Gaming network traffic. Putty is
also used by service desk to check traffic is going to the right end ip (TH/IX) for Press Association
and making the DNS failovers when required.
Administered & troubleshoot on Pinsafe/ Webex/ Cisco phone issues/ AD for user and mail
distribution groups/ Microsoft Exchange creation of DL’s/ imaging of laptops/ general hardware
(laptops)
Logging calls & emails from clients and informing teams directly of high alerts. Maintai ning
professional approach to customer service with clients, updating them as to developments of
ticket statuses and issues. Co-ordinating communications between SDMs, Teams and clients in
order to update all parties with the current situational details. Provided support for Mac &
Windows based OS’s.
Evaluation of POM alerts via Nagios to determine the severity of the issue, escalating to relevant
OCE’s when tickets are not accepted or kglue doesn’t alert them. Used Atlassian Crowd
software that works in conjunction with Active Directory, and is used to allocate permissions for
external contractors and users primarily for the Liberty Global team. We are also to be taking on

2. Transavia 1st line troubleshooting & Showcase troubleshooting for the WhiteBeam team in the
next few months.
Recently received the ITIL qualification and am steadily progressing through the LPIC in my spare
time hoping to complete this year. It trains you from novice to junior level Linux/ Unix engineer.
(www.lpi.org/linux-certifications/programs/lpic-1)
PAST WORK EXPERIENCE - Jan 2012 - Feb 2013
 13 month volunteer work experience on 1st-3rd line of York City Council IT Dept
I thrive on new challenges and I am dedicated to continuous improvement of my skills and
knowledge. I have shown this through the successful completion of a BA Educational Studies
with ICT. The focus on ICT in my degree gave me a good understanding of solv ing complex ICT
issues such as developing databases and developing computer games. I have always been
passionate about ICT and I completed a National Diploma in Software Development and an
ECDL prior to undertaking my degree.
During the third year of my degree, I was elected Societies Officer. This role involved creating
links between the students union, societies on campus and other private businesses. I was also
responsible for managing the department’s budget. As part of this role I also organised chari ty
walks. I was responsible for planning and promoting the event. I also had to ensure that there
were suitable Health and Safety procedures in place. As a result we raised over £6000 for charity.
EDUCATION AND QUALIFICATIONS
BCS ITIL PASS March 2015
University of Hull 2.2 September ‘06 – July ’09
BA (Hons) Educational Studies with ICT
2002-2006
York College National Diploma Software Development B
for Practitioners of ICT
GNVQ Intermediate ICT (Level 2) B
A+
GCSE Mathematics C
Selby College City & Guilds Adult Literacy (Level 2) B
ECDL
Oxford O/Learning GCSE Biology B
KEY SKILLS
 Competent user of all Microsoft Office programs, Active Directory & Exchange
administration.
 Professional maintenance of CMS ensuring all assets processed through SD are stored and
recorded correctly.
 Updating the company and team wiki with new and vital information to assist all members
in our everyday job.
 Co-ordination of all documentation utilising a systematic approach.
 Liaison with management and colleagues on a daily basis in order to assess and prioritise
duties in a time-constricted environment.
 Liaison with second line team and IT management via email, telephone, skype and in
person to ensure daily itinerary and job specifications were met.
 Current full clean driving licence & Conversational German to intermediate level and
phrase Japanese.

3. REFERENCES:
Rachel Alexander Joe Lyons
Service Desk Manager – My Manager Senior Unix Engineer – Character reference
Rachel.alexander@piksel.com Joe.lyons@piksel.com
Service desk number : +441904275601 +447595204658