1. IT TECHNICAL SUPPORT ANALYST
Neal Humphrey
115 Queens Road - Tunbridge Wells
Kent TN4 9JY
nealhumphrey@blueyonder.co.uk
07941 878963/ 01892 684500
PROFILE
Accomplished, motivated technical support professional with 20 years of experience in the IT
industry across hardware support and installation - Strong communicator and excellent management
skills along with customer-facing “can do” attitude with. Experienced at planning and prioritising
workloads, problem and change management.
CERTIFICATIONS & TECHNICAL EXPERTISE
• PC Configuration & Troubleshooting (1999)
• Advanced PC Configuration & Troubleshooting (1996)
• Windows NT4 Workstation & Server (1996)
• AS/400 Performance & Capacity Planning (1996)
• AS/400 CL Programming (1986)
• AS/400 Basic operations (1986)
TECHNICAL EXPERTISE
• Software
• Hardware
• Systems
• Training
• Language
EXPERIENCE
May 2006 – Current Pillar Solutions Ltd – Software - Technical Consultant
Conducted second level support on numerous MS Windows products including technical overviews
via webinars or presented in person.
Managed software installations and onsite consultation with training.
Managed the internal company network and various servers (Exchange, DC+AD, SQL, File & Print ,MS
Hyper-V). Implemented DriveLock software in numerous customer sites, recently a 2500 seat site.
Other vendors I support are Sherpa, NetSupport, EZManage, NeuxPower, O&O, OpsWat and
RedEarth.
These products all involve a key understanding of various technical infrastructures and networking,
mainly Windows Server 2008/2010/2012, Exchange 2003/2010 and all recent Desktops OS’s.

2. Nov 2004 to June 2005 - Corporate Hardware Solutions/PC Support Analyst
Controlled and provided support to customers within contractual agreements both in the field, the
office and over the telephone.
Remote health checking of client servers, ADSL network installations Spyware removal and AntiVirus
configurations.
June 2003 to Oct 2004 - House Husband
After compulsory redundancy, refurbished/redecorated house whilst my wife renewed her career.
Looking after children and part time contract work and helping friends, voluntary work
including driving and shopping for elderly.
July 2001 to May 2003 - Memorex Telex Field Support Team Leader/Desktop Analyst
Worked onsite at Independent Insurance (London), doing all tasks as before but including team
leader role. Heavily involved in rightsizing IT operations as the company went into Runoff, including
relocation of offices and all tasks involved in that function.
April 2000 to June 2001 - Memorex Telex Senior Field Support Engineer/Desktop Analyst
Provided Desktop PC, AS/400 and telephony breakfix and support (including on call) to 350
customers within SLA
Conducted personal support and training to the Legal department, Secretariat, Deputy Chairman and
Chairman and Chief Executive both in the office and at their homes
Involved in rollout of NT and Lotus Notes and large and small office moves
July 1996 to March 2000 - Independent Insurance - Senior Field Support Engineer/Desktop Analyst
Worked at various southern Independent Insurance sites including London, Bristol, Cardiff,
Edenbridge and Reading providing PC, AS/400 and telephony support to 200+ customers including
executive management at their homes.
September 1994 to June 1996 – Independent Insurance - AS/400 Consultant
Provided necessary system information to enable merges of Aegon systems into Independent and
Runoff of Aegon systems
July 1984 to September 1994 - Aegon Insurance Operations Controller
Run two AS/400’s and the IMACS Insurance package, supervising 10 staff, ensuring systems
availability, proactive hardware maintenance, software and hardware upgrades, capacity
and performance issues, disaster recovery planning and testing, network interfaces, shift
rotas and all the associated infrastructural processes that go with a supervisory role
Provided support and maintenance of BT telephone and other infrastructural system
October 1976 to September 1984 - Ennia Insurance - Account Clerk
Accounts Clerk and various computer operations roles in an ICL computer environment.

3. EDUCATION
Spitals Cross Secondary School
5 GCE O levels (A-C) including Maths, English
6 CSE’s
PERSONAL
Marital Status: Married with 3 children
Nationality: British
Full clean driving licence
Qualified First Aider