1. Richard Clarke
PERSONAL DETAILS:
23 Oakfields
Camberley
Surrey
GU15 3BY
Telephone: 07880 576 632
Email: richrolls@hotmail.co.uk
Nationality: British
Driving Licence: Full Clean
SC Clearance/Security Cleared
PROFILE:
Resourceful and positive with excellent practical skills and a wide background of
experience in a variety of positions capable and coordinated, able to work from
written or verbal instructions unsupervised using own initiative and as part of a team.
Capable of problem solving and decision making, friendly and presentable, having a
good sense of humor and an easy going nature which ensures positive
customer service and working relationships.
SKILLS:
An enthusiastic team worker, whilst motivating others to achieve their maximum
potential.
Good interpersonal skills, which facilitate the development of excellent working
relationships with colleagues and clients.
A flexible person with the ability to adapt quickly to new working environments and
eager to undertake further training. Highly self motivated, having undertaken self
study to gain several technical certifications as well as passing the exams, to
improve overall skill set. Quick , careful and efficient with experience of working
within high performance cultures with clear goals and objectives. Offers a high level
of customer service, responding to queries and dealing satisfactorily with
complaints. Able to successfully assist people from all walks of life. Able to exercise
good judgement and sound reasoning, analyse and interpret data then develop
solution.
EDUCATION:
01/2014 - ITIL V3 Foundation
01/2014 - Service desk institute training

2. 12/2014 – Cisco CCENT (full CCNA/ICND2 booked to be taken in March 2015)
12/2013 - Comptia Network + certification (N10-005)
06/2011 - Level 2 diploma in ICT systems support (City and Guilds)
Modules:
401 maintain ICT Equipment and systems,
402 customer support provision,
403 install and configure ICT equipment and operating systems,
417 CISCO IT essentials
All exams passed
2004-2005 - Merrist wood college - Guildford
1st diploma in Environmental management
1999 – 2004 - St Peters secondary school - Guildford
GCSE English Literature
GCSE English Language
GCSE Maths
GCSE French
GCSE Religious Education
EMPLOYMENT:
Telindus/Telent
Network support engineer:
Working as a Network support engineer in both field and lab environments. The role
covers a range of activities such as hands on instillation and troubleshooting of
devices for Project work, testing of new and faulty parts, and attending site for high
priority incidents for customers including Virgin media, the Palace of Westminster
supporting the internal parliamentary ICT network. Site visits consist of anything from
swapping out parts, port patching, applying image and configuration to devices,
troubleshooting faults and taking appropriate action to resolve. Part testing and site
visits have given high levels of exposure to a range of vendors primarily Cisco,
Juniper, Harmonics, Adva and Arris/Motorola. In addition the role covers guiding and
teaching the Network apprentices and taking on their escalations where necessary.

3. Telindus
04/12/2012 – 01/08/2014
Service desk analyst:
Working on the service desk as a single point of contact providing support for
Network related issues to a wide range of customers including one of the countries
larger Network service providers, as well as a range of specialized businesses.
Dealing with a wide range of technologies including Cisco, Juniper, Alcatel and
Arris/Motorola.
Duties include call logging, analyzing and prioritizing tickets, 1st line questioning,
incident management, escalation of cases where appropriate, reporting service desk
statistics. Liaising with logistics and customers regarding part requests and shipping.
In addition to the tasks required in the role I have made a personal effort to gain
technical knowledge of the products and services we offer by self studying the
Comptia Network + certification which I passed in December 2013. I am now
studying the Cisco CCNA certification as well as gaining knowledge of the practical
side of Computer Networking by using Cisco packet tracer to simulate network
construction and configuration.
Sykes/ Sony Europe:
30/04/2012 - 04/12/2012
Customer Relations Officer:
Providing remote troubleshooting for Audio Visual and Computing products.
Giving advice to level 2 management on high priority cases.
Handling escalations on behalf of the managing director of Sony Europe.
Arranging repairs, refunds and replacement products such as laptop and desk top
computers as well as a wide range of audio visual products. Corresponding with
dealers and repair centers to provide resolution to inquiries.
Researching and analyzing customer cases, then assessing where good will can be
offered.
Reviewing processes in place and implementing improvements where applicable.
Sykes/Sony Europe:
15/08/2011- 30/04/2012
Level 2 Customer Information Analyst:
Job role includes troubleshooting technical issues for electronic Audio Visual
products.
Using a variety of resources to identify troubleshooting steps, product information

4. and satisfactory resolution to customer enquiries.
Displaying excellent letter writing, email and telephone skills.
Working under pressure to reach targets on a daily and monthly basis.
Providing advice to customers on setting up and connecting various Audio Visual
and computing products.
Working closely as part of a small team, as well as interacting with various
departments within Sony, third party dealers and service centres. Handling
escalations from first line support team, providing resolution and closure to
customer’s cases providing a satisfactory outcome.
Camping World:
2009-2011
Customer service/ sales/ basic computer maintenance and repairs:
Duties include serving and advising customers, receiving and signing off deliveries
and checking that the correct stock is delivered, arranging displays of tents and other
stock, cash handling amongst other general retail duties.
The role entails dealing with high pressure situations, dealing with multiple
customers, and a high level of product knowledge.
Picking and packing customers’ orders for the online website department. Ensuring
the correct stock is sent out, taking phone calls and dealing with them appropriately
in relation to customer orders.
Providing basic computer maintenance and repairs to onsite pc`s and peripherals
advising on hardware and software purchases and installing as and where
necessary
Green Frontiers:
2008-2009
Garden Maintenance Worker
Helpful and accommodating, going out of the way to offer practical assistance when
needed.
Demonstrated a trustworthy attitude and attention to security.
Flexible and responsive with excellent customer service skills, adopting a friendly
and polite attitude to all customers.
Interests and Hobbies
Computing, playing and listening to music, cycling, sports (in particular Brazilian
Jujitsu,) and spending time with my family.
REFERENCES AVAILABLE ON REQUEST.