1. John Hornsby
Address: 4 Southlands, Bath, BA1 4DX
Mobile: 07785 232 168 Landline: 01225 339 276
Email: bathbluenose@bathbluenose.plus.com
Professional Profile
‘An experienced IT professional offering expertise and experience in technical support and system
administration’. Having acquired extensive tenure within support positions I have become well versed in
supporting critical IT infrastructure and facilitating the development and knowledge of end users. I excel at
operating within deadline driven environments, developing working relationships with stakeholders and
supporting projects with technical insight.
Key Skills
 IT Support
 Process & Policy Development
 Troubleshooting
 Project Management
 Stakeholder Management
 Training & Development
 Administration
 Reporting
 Coaching & Mentorship
 Customer Service
 Complaint Management
 Service Level Management
Technical Skills
 Hornbill SupportWorks – Helpdesk calling logging system
 VMS Operating Systems – New user accounts, file transfers, backups, system administration
 Windows Operating Systems
 Active Directory, including adding new user accounts, group policy, file transfers, system administration
 Microsoft Exchange – setting up new user accounts
 Unix
 Microsoft Office (Inc. Word & Excel)
 Norton / McAfee / Sophos Anti-Virus Suites
 BeCrypt Encryption Suite
 HP Data Protector Backup Software
Professional Experience
Apr 2000 - Mar 2016 Engineer MASS
Key Responsibilities:
• Accountable in a multi-faceted role with the primary remit to oversee and complete periodic system
administration tasks e.g. changing tapes, validating backups and creating new accounts.
• Working closely with senior stakeholders to comprehend short and long term IT objectives. Providing
insight on considerations to ensure business continuity and development.
• Key contact for end users to establish and resolve technical issues across various platforms. Ensuring
all responses and tickets are handled within strict service levels to mitigate downtime.
• Encouraging a service solution which is conducive of timely support. Moreover, committed to elevating
the competencies of end users through training and coaching.
• Analysing on-going and inherent concerns with IT infrastructure and ensuring the timely replacement or
upgrade of components, hardware or software.
• Promoting continuity and resolution times through authoring troubleshooting processes and guides.
• Designing and distributing reports to management on a regular basis and providing any associated
insight on exceptions.
• Key contact for the day to day running of all site goods inwards and outwards procedures. Moreover, for
PAT testing new equipment per policies in place.
Key Achievements:
 Recognised for successfully migrating the helpdesk platform to a new software package.

2.  Placed in the position of Team Leader for 2-years, prior to a business transformation.
 Praised throughout an extensive tenure for a multi-faceted skill set, and for a clear commitment
towards providing timely technical support to all levels of users.
Jul 1996 - Mar 2000 Junior VMS System Manager EASAMS Ltd.
Key Responsibilities:
• Drawn upon to provide timely system and end user support for DEC VAX / Alpha VMS operating
systems.
• Working in accordance to a framework of service levels to mitigate downtime and disruption to business
as usual operations. Ensuring all issues are logged, tracked and managed through to resolution.
• Sought upon as the key contact for all VMS related queries. Authoring training content to support end
user knowledge and reduction of repeat calls.
• Partaking in regular meetings with department heads, peers and management to discuss and explore
various initiatives capable of improving department processes and policies.
• Comprehending short and long term IT projects to monitor any disruption to systems within remit.
Reporting on any anomalies and escalating as required.
• Drawing on fact finding and troubleshooting skills to work through issues in a seamless and timely
fashion. Where required working with other IT functions or vendors to expedite a resolution.
• Sought upon as the Health & Safety Representative for the Computer Operations Department with the
remit to share best practice and risk assessments with relevant staff.
Key Achievements:
 Appointed by the organisation to a permanent position (Helpdesk Administrator).
 Further promoted to the post of Junior VMS System Manager.
EARLY CAREER:
Jan 1993 - Jul 1996 Agency Staff Manpower LC
Outline: Administration & Customer service positions / Key clients; British Gas, Barclays Bank Global
Services and Newton Park College.
Aug 1979 - Aug 1991* Commissioning Engineer GEC / Plessey Telecommunications Ltd.
*Including a 5-year Training Scheme as a Trainee Telecommunications Engineer (TTE)
Outline: Commissioning of digital telephone exchanges including sub-systems / Managing the lifecycle of
contracts for British Telecom (BT).
Education & Professional Development
Professional Training / Courses
VMS System & Network Node Management 1 & 2 / VMS Cluster Management /
Troubleshooting VMS Systems / Assertiveness Workshop /
Health & Safety Coordinator Course / Software Skills Correspondence Course /
Kilgetty Encryption Software; Administrators Course/ Unix; 'A Hands On introduction’ /
Unix; System Administration / Windows 2008 Server System Administrators Course /
Hornbill SupportWorks; Users Course / Hornbill SupportWorks; Administrators Course /
Hornbill SupportWorks; Report Writing Course / Becrypt Encryption Software; Administrators Course
City & Guilds Certificate in Database Methods
Computeach International Ltd.  1993 - 1994
Diploma in Information Technology
New Work Trust Ltd.  1992 - 1993
BTEC HND in Communication Engineering
Kingston Upon Thames College of Further Education  1982 - 1985
BTEC OND in Communications Engineering
Kingston Upon Thames College of Further Education  1979 - 1982
O’ Levels Inc. Mathematics / Physics / Chemistry
Beechen Cliff School  1974 - 1979
Additional Information
Interests Photography (Member of the Royal and Bath Photographic Societies) /
Ornithology (Member of the RSPB) / Travelling / Football / Rugby

3. Disclosure DV (Developed Vetting) Cleared
Driving Licence Full; UK
References Available on Request