C.V Paul Elston provides a summary of his relevant work experience and qualifications. He has over 9 years of experience in customer IT support, including roles in logistics, project management, administration, phone and in-person customer support, and training. His most recent roles include IT Integration Engineer and Field Service Engineer for City Link, where he resolved IT issues for customers and implemented new systems. He also has experience working in customer service desk support and as a network engineer. Paul is currently studying Microsoft courses to expand his skills in areas like server administration, networking, and databases.

1. C.V Paul Elston
Email: elstonation@hotmail.co.uk
Tel: 07714333791
Address: 8 Branksome Road, Swindon, Wiltshire, SN253HQ
Areas of experience:
Logistics, Project management, I.T, Administration, phone support, Face to face
customer support, problem solving, Training, over 9 years’ experience in customer
I.T support.
Employment
CustomerSolutions I.T IntegrationEngineer
City Link
Field Based (Swindon)
August 2012- December 2014
City Link was one of the UK’s leading Courier Companies. Within this role my duty
was to monitor and manage incoming requests for Customer’s I.T solutions. When
the request had been authorized it was then my duty to manage the setup process
from start to finish with support roles after implementation. Since nearly every
customer had a different request it involved a lot of outside of the box thinking to
provide the best solution possible for the customer that could streamline their
dispatch process. Another part of the role was being 3rd line support for the I.T
service desk and resolving the issues that were escalated to us. This involved either
visiting the customer site or resolving more complex issues via phone/emails/remote
assistance.
Key Achievements
 Improve my knowledge base across the board with all the relevant systems
allowing me to operate independently with little involvement from
management.
 To implement the return hardware procedure which resulted in the company
regaining and saving over £250,000’s worth of hardware.
 Training the I.T service on problem management and technical fixes for our
applications.

CustomerSolutions FieldService Engineer
City Link
Field Based (Swindon)
September 2011 – August 2012
A field based role my duties were to attend site visits that had been arranged for me
by the administrators. These would be to install and implement new dispatch
systems on customer site and also train the staff on how to use the software. Also
there would be visits to repair/reinstall software/hardware if there had been faults

2. escalated up by the service desk. I would also do various remote installs that would
be completed using remote software i.e Bomgar,Gotoassist.
Key achievements:
 Achieve and complete 150% more remote installs than other engineers.
 Receive praise from customers that had previous poor experience with other
engineers so much so that they requested me by name.
 Train the administrators and assist them with their duties as well as my own.
 Receive praise from senior management for my ongoing work.
CustomerService Desk Analysis
City Link
Swindon
October 2007- September 2011
A first line support service desk role for supporting customers that used City Link’s
bespoke systems. My role within the team was to become a single point of contact
for queries or problems ranging from quick fixes on website applications to larger
issues that needed to be escalated to other departments. We had to manage team
work load, extensive use of call logging software, liaise with 3rd party suppliers and
communicate with other departments to adhere to the SLA agreements, managing
internal databases keeping information up to date whilst managing multiple priorities.
This was a very challenging environment and could quite often become quite
demanding.
Key achievements
 Completed the Train a Trainer course to allow me to train new staff members
on the systems and best practices.
 Exceeded all my goals in personal development review of 2009,2010,2011
 Managed the office storage environment in my spare time allowing more
effective use of storing hard copies and stationary.
 Achieved employee of the month in 2010 due to exceptional contributions to
the team.
LDE Data Communications
Network Engineer
Swindon
2005-2007
A network engineer role where I would assist customers with queries or problems
over the phone with assistance from remote software. These would mainly be
network related issues so would have to utilize network problem solving skills using a
step by step basis. I would also program equipment i.e. firewalls, routers, modems
etc to be later installed on site. Attend installations were we would perform cabling
work across a multitude of different sites. This would then be tested by
communicating with the office to make sure the right network responses were
achieved.
Technical skills

3. Active directory, networking, cabling, SQL databases, application support, Microsoft
Office, Windows XP/Vista/7/8, Service Now, Heat, Citrix, Java, Printers, VPN,
Google mail, remote software, FTP servers, PC repairs. Barcode Scanners, Goto
assist,Bomgar.
I am also currently studying a Microsoft course to further my education. The course
covers, designing, planning and implementing infrastructures, Microsoft server 2012,
windows 7/8, SQL.
Key Skills
 Polite and punctual
 Excellent written and communication skills
 Good interpersonal and team skills
 Experienced training skills
 Exceptional customer service
 Excellent problem solving abilities
 Enjoy Learning new skills
Education
NVQ level 2 in ICT
City and Guilds Train a Trainer
NVQ in customer service Level 3
BTECH National Diploma Fine Art
GCSE Maths, English, Science, Art, Design Tech
Personal interests
Art, Reading, Hiking, Music, Computer gaming, Technology
Personal Statement
I am a fun outgoing person that likes a challenge and is willing to try new things. I am
currently studying a Microsoft course at home to further my but also looking to
expand my learning with other home school courses. I am use to working in a team
or independently and strive to do my best in whatever environment. I am eager to
learn new things and improve myself by meeting every challenge and always trying
to overcome them.
References available on request