My updated CV - Jan 2018

1. Jacek Majewski
60 Campbell Road
Oxford
OX4 3PG
Mobile: 07758666592
Email: jmajewski73@poczta.onet.pl
PERSONAL STATEMENT:
I worked as a Senior Technical Support Analyst for Sophos in Abingdon, Oxfordshire for over 7.5
years until November 2015. In this time my main responsibilities mainly involved resolving customers’
queries in regards to resolving general problems with a range of Sophos products. The nature of my
role required familiarity with different operating systems supported by Sophos and also excellent
communication skills when interacting with customers and colleagues in the company offices around
the world. The time spent with the company has also helped me to better understand various computer
security issues – something I feel very passionate about personally.
My previous roles, before I joined Sophos in 2008, also required good customer service skills.
Since October 2016 I have been working as a member of the ICP Chorus Project team charged with
installing a new telephony system across the University.
IT SKILLS AND KNOWLEDGE
- very good knowledge of a wide range of Windows operating systems (Windows 98 up to
Windows 8 and 10 and Windows Server 2000 – 2012) both 64 and 32 bit platforms
supported by MCP award achieved in December 2009 – experience with newer operating
systems gained mainly by installing and maintaining them in test environments as required by
my role at Sophos
- programming experience with Visual Basic 6.0, Java and QBasic – this was achieved during
the HND in Software Engineering course
- extensive knowledge of Internet security issues, networking and protocols like FTP/SMTP
etc
- experience using Microsoft Active Directory and SQL Server Express 2005 and 2008 as an
application database provider – these tools were used with some of the applications supported
by Sophos
- working experience with VMware and Apple’s Macs – mainly in test environments
- experience of creating websites using Dreamweaver MX or raw HTML using the ASP
technology – this was a part of my HND course
- good knowledge of computer components and peripherals, computer maintenance issues,
installing new components and drivers, experience of helping users with their everyday
computer problems and explaining technical terms to people with no technical background
EMPLOYMENT HISTORY
October 2016 – December 2017 – ICP Chorus project for the University of Oxford.
As a deployment engineer within the Unified Integrated Communication Project my role involved
assisting in rolling out a new telephony system across the University’s multiple sites (over 400 –
departments and colleges) with over 20.000 analogue and Cisco devices to be replaced with new
Siemens based VoIP system.
I have also been involved with assisting the local network administrators in ensuring the networks are
Chorus ready, physical patching, networks troubleshooting etc.
I have also been fully trained on and used the University’s HEAT helpdesk ticketing system.

2. March 2008 – November 2015 – Sophos Plc – Technical Support Senior Analyst – main duties:
 Providing technical support to Sophos customers by answering, on average, 20 phone calls per
day, in line with departmental measures that include average call times, call waiting times and a focus
on quality working within a call centre environment. Liasing with second and third line support in
resolving more complicated issues affecting customers.
 Documenting and record all activity and communication with customers according to departmental
standards of quality, using the department's call-logging system
 Analyzing and clarify customer queries through troubleshooting and researching existing
knowledgebase articles and known issues. Adhere to Sophos Support Services' best practices
 Ensuring that cases are owned by the Analyst/Engineer/Specialist best suited to solve the issue, by
timely escalation according to departmental Best Practice
 Providing Sophos customers with Technical Support within the defined parameters of Sophos
Support Services
 Using and create knowledgebase (KCS) articles in line with KCS best practice, with a minimum of
60% of all cases closed being linked to a KCS article
 Attending regular product / technology training to remain up to date with developments of the
Sophos solution
July 2007 – January 2008 – Oxprint – independent printing company in Oxford – customer service
role
November 2006 – March 2007 – Davy’s of London Wine Merchants –assistant manager
October 2003 – October 2006 – The Bridge Bar at London Bridge Station – bar supervisor and
assistant manager
March 1999 – December 2002 – Pitcher and Piano, London –Head Bar Tender
OTHER SKILLS:
- English – fluent, Polish – mother tongue, French and Russian– basic
- ability to learn quickly
- excellent communication both written and verbal and interpersonal skills
- experience of working under stress and following deadlines
- good knowledge of customer care issues
EDUCATION
2009 - Microsoft Certified Professional award
2001 – 2003 – Higher National Diploma in Software Engineering, Cavendish College, London (run
under supervision of East Anglia University, Ipswich);
1999 – 2001 – English language at Holborn Language Services, London (Cambridge Advanced
Level 2000 – grade B, Proficiency Level 2001 – grade A);
1993 – 1998 – Political Science Faculty at the University of Maria Curie-Sklodowska, Lublin, Poland
– speciality International Relations – Master of Science 1998)