1. David Connah
49A Wood Street, Taunton, Somerset, TA1 1UW
Mobile: (07545) 864033 Email: daveconnah@sky.com DoB: 27/10/1983
Personal Statement
A multi-skilled IT support analyst with in-depth knowledge of installing
and configuring computing systems. Experienced in providing client
focused IT support and in successfully analysing and resolving IT
hardware and software problems in a timely and accurate fashion.
Having the ability to maintain a high degree of customer service for all
support queries and possessing strong analytical and documentation
skills.
Work History
April 2010 – Present
Application Services Analyst - Debenhams Head Office,
Taunton
Duties:
•Provide second line support to end users.
•Analyse incidents to spot trends in frequency and severity and help
develop workarounds and fixes to issues.
•Meeting customers face to face in London Head Office to identify and
prioritise their requirements.
•Identifying and escalating critical issues.
•Actively encourage and support the learning and development of both
the first and second line IT Support Teams.
•Working with servers on mixed OS platforms including
Windows and Linux.
•Provide cover for line manager in their absence.
•Participate in out of hours call-out rota.
•Work overnight on occasion to support all night system processing.
Feb 2006 – April 2010
Service Centre Analyst - Debenhams Head Office, Taunton
Duties:
•Providing first line support to end users.
•Running and monitoring morning/evening shift schedules.
•Provide training to new starters and contractors.
•Provide cover for absent team leaders by monitoring phone stats and
escalating important issues to management.
July 2001 - February 2006
Undertook various retail roles including working for Argos,
Nationwide and Debenhams.
All of my working experience in these roles have involved working in a
team. These roles taught me basic work and life skills including
punctuality, reliability, commitment and good personal presentation.
Working in these roles established and nurtured my passion for
providing excellent customer service.
References
Available on request
Areas of
Expertise
1st/2nd Line Support
SQL Server
Windows Server (2003,
2008, 2012)
Windows 7 Desktop
CA software (NSM,
ITCM, ARCserve)
LAN/WAN Networks
Personal
Skills
Troubleshooting
Desire to learn and adapt
Proactive
Education and
Training
ITIL Service Management
Foundation Course certification
Zenos Course:
Apprenticeship in IT
Skills
Advanced Diploma in
Computing
NVQ Level 3 in
Computing
Key Skills in Maths &
English
Debenhams 2007-2008
A-Levels: Business
Studies (C) Chemistry
(D) Physics (D)
Wellington School Sixth
Form 2000 - 2002
G.C.S.E’s: 9 Subjects
(B) Including Maths,
English and Separate
Sciences.
Wellington School 1995
– 2000
Full, clean UK driving licence