1. MICHAEL JAPON
Flat 16 York House Mobile: 07478294149
50 Western Road
Romford
London E-mail: michaeljaponjr@gmail.com
RM1 3LP
Personal Profile
Highly motivated, proactive, flexible and hardworking individual with thorough
understanding of business processes. Ability to work calmly and efficiently under
pressure and remain very professional. High personal values placed on
teamwork, time management and analytical thinking combined with excellent
communication skills. Comprehensive experience on a range of hardware &
software. Looking for a new and challenging IT support analyst position, one
which will make best use of my existing skills and experience and also further my
personal and professional development.
Technical Knowledge
Microsoft Windows 7, Windows XP, Windows NT, Microsoft Windows 2008
Server, Active Directory, Office 2013, Office 2010,Office 2007, Exchange,
Microsoft Outlook, Lync, Lotus Notes, IP Telephony (Cisco Call Manager,
Cybertec), Blackberry, Networking Technology (TCP/IP, DHCP, DNS), VPN,
Enterprise Printing and configuration, PC Imaging and Software Delivery, SQL,
Dameware, Itrack, Fault finding and Troubleshooting, Virtualization technologies
i.e. VMware
EMPLOYMENT HISTORY
Society General (Tubed from Newedge UK Financial LTD) - April 2015 – July
2016 - IT SUPPORT ANALYST
Supporting all desktop IT Services including desktop PCs, laptops, blackberries
video conferencing and enterprise printing
Active Directory Administration
SQL Database configuration
Call logging, monitoring incidents and request within Service Level Agreement
(SLA)
PC Imaging and software delivery
VMWare administration
Hardware and software installations and troubleshooting
Remote Support and Desk Visits
Cisco IP Phone configuration

2. Installing and configuring computer systems using different build technologies.
Assist with disaster recovery
Identify and escalate any critical issues.
Analyzing user support statistics/data and recommending appropriate measures.
Answering incoming calls from clients, processing emails requests and logging
calls.
Following procedures/checklists and updating support documentation.
Newedge UK Financial LTD - February 2008 – April 2015 - IT SUPPORT
ANALYST
Supporting all desktop IT Services including desktop PCs, laptops, blackberries
video conferencing and enterprise printing
Active Directory Administration
SQL Database configuration
Call logging, monitoring incidents and request within Service Level Agreement
(SLA)
PC Imaging and software delivery
VMWare administration
Hardware and software installations and troubleshooting
Remote Support and Desk Visits
Cisco IP Phone configuration
Installing and configuring computer systems using different build technologies.
Assist with disaster recovery
Identify and escalate any critical issues.
Analyzing user support statistics/data and recommending appropriate measures.
Answering incoming calls from clients, processing emails requests and logging
calls.
Following procedures/checklists and updating support documentation.
ITNET PLC- July, 2000 – February 2008 - Desktop Support Analyst (2nd
Line)
My main role involves proactively managing all problems and orders through to
resolution.
Supporting desktop and laptop environments based around Windows NT
Workstation, NT Server and Windows 2000. Managing the Network, resolving
any faults and giving 2nd
& 3rd
line support for off–the-shelf and third party
applications.
Liaising with other Support Analysts to resolve complex application problems and
mentor junior staff.
Administering, documenting and tracking calls within the Service Management
tool. Setting up user/group accounts, exchange accounts and customising
desktops through group policies
Setting up printers and making them available to users through print share
Setting up folders with relevant information and securing them through share and
NTFS permissions.
Setting up and updating technical database i.e. problems and their fixes for IT
engineers.
PC builds and Server maintenance.

3. Providing and maintaining high standard service to clients remotely and on site.
Independent Television Network (ITN) – London - May 2000 – July 2000
PC Support Analyst (2nd
line) – Work Placement
Working in a team of twelve and supporting up to 2,000 users; desk visits,
remotely, via email and over the phone, Call logging and troubleshooting,
escalating where appropriate.
Setup and administer new and existing users and email accounts, remove users
from LAN systems when they leave and administer access rights to network
resources.
Mapping network drives, creating network sharing, resolving issues involving
network printers, MFDs while provide support for printing from every PC to share
corporate networked printers and any other network related issues.
Performing operations including defragmentation, virus scans, re-imaging PCs
using MS System Centre Configuration Manager, as well as resolving any
general hardware or software issues such as installing of Antivirus with definition
updates on regular basis.
Provide advice on the best IT resources available to staff who are dealing with
computer problems or making IT decisions.
Install, support and troubleshoot the corporate IT standard desktop PCs, laptop
configuration and restore settings back to the original corporate standard.
Assist in dealing with hardware repair and maintenance for desktop PCs, printers
and laptops, plus carry out basic hardware upgrade and restoring services. This
includes, but is not limited to, installing graphics cards, additional memory, and
hard drive upgrades.
Westminster Society for People with Special Needs -November 97 –
February 99 – Health Worker
Designing care plans for service users towards employment and community
integration. Supporting service users to acquire and improve in new skills
according to their strength and needs.
Ensuring security, health and safety in my working environment. Organising shift
plan and supervising agency staff.
EDUCATION & PROFESSIONAL QUALIFICATIONS
March 2001 – Azlan Training
Upgrading Support Skills from Microsoft Windows NT 4.0 to Windows 2000
Nov 1999-March, 2000 - General Physics (GP) UK Ltd. – London - MCSE
Implementing and Supporting Windows NT Workstation, NT Server, NT Server in
the Enterprise, Networking Essentials, Internetworking with Microsoft TCP/IP 4.0
& Exchange Server 5.5.
March, 1999 -Hands-In Computing Ltd, London

4. City and Guilds in Microcomputer Systems Installation and Maintenance 2
June, 1983-90 – PRESBY BOYS’ SCIENCE COLLEGE
GCSE O-Level – Maths, Additional Maths, Physics, Chemistry, Biology,
Geography, English and Accounting
GCSE A-Level – Physics, Chemistry, Biology and General Knowledge
Projects Undertaken
Rollout of Windows 2000 Professional
Rollout of Windows 7
Rollout of Customer Tracking System (CTS) software.
Rollout of SMS
Other Training Achievements
Health and Safety
Hobbies
Watching/playing football
Reading
DIY
References
Available upon request