Robert Collinson is an experienced 1st and 2nd line service desk analyst currently working at Advanced 365, an outsourcing IT company providing services to clients in banking, medical, and legal sectors. He has over 5 years of experience in various IT roles including building room analyst, support analyst, and currently as a service desk analyst where he supports multiple platforms and applications. He is motivated to expand his career and knowledge within IT as shown by his participation in training courses and working towards Microsoft qualifications.

1. Robert Collinson
Rob-collinson@outlook.com – 07775409440
52 Burbage Avenue, Hull, HU8 0EG
Personal Statement
A highly experienced 1st / 2nd Line Service Desk Analyst currently working at Advanced 365 who are
an outsourcing IT company who provides managed services to a number of clients in the banking,
medical and legal sectors
I am motivated and enthusiastic about expanding my career and knowledge within IT so I am
currently working towards gaining some Microsoft qualifications and I have participated in a training
course to work towards passing my 70-680 - Installing and Configuring Windows 7 Client.
I own a full UK driving license and car that is currently insured for business mileage.
Work Experience
1st
/ 2nd
line support analyst 11/2013 - Present
Advanced 365
Willerby
I currently work at Advanced 365 as a Service Desk Analyst. The role requires me to support multiple
Microsoft platforms and applications ranging from all the basic Windows operating systems to remote
access systems including Citrix and Windows remote desktops.
My main responsibility is to fix issues that our customers have at first point of contact whilst ensuring
that we keep to our service level agreements. This involves liaising with both internal and external
support parties where necessary to ensure initial triage steps are taken, before escalating the issue
within an ITIL environment.
Responsibilities and Skills:
• Setting up & resolving issues with Citrix profiles
• Installing shared network printers
• Configuring client devices to dedicated IP that I have reserved in DHCP
• Setting up and amending file permissions in DFS
• Office 365 support including setting permissions and email auditing
• Configuration of mobiles within a BES environment
• Configuring computers to work remotely using either Citrix or VPN’s
• End to end ticket management within our call logging system, Remedy
• Knowledge sharing through the creation of Wiki articles and run books
Support Analyst – 11/2011 – 11/2013
Intrasource ltd
Hessle
Working at Intrasource head office, my main role was Support Analyst. My responsibilities ranged
from password resets to configuring domain controllers. I was able to resolve a wide range of
technical issues whilst maintaining customer satisfaction and keeping to the agreed SLA’s. I worked
both remotely and onsite support promoting a professional image for the company. Due to the nature
of the company I was exposed to many types of issues and different types of customers which helped
me gain a wide range of knowledge within the IT industry.

2. Responsibilities and Skills:
• Microsoft exchange 2003, 2007, 2010 support
• Management of Server 2003, 2008 R2 and 2012 including connecting member domain
controllers and DHCP
• Good knowledge of Windows XP, Vista, 7 and 8
• Installing patch panels and switches
• Creating and maintaining Citrix based environments with VMware
• Keeping to SLA’s agreed between myself and the client
Build Room Analyst – 11/2010 – 09/2011
Intrasource / Reckitt Benckiser
Hull
Working for Intrasource but at the Reckitt Benckiser site. During this time I was working towards my
NVQ level 2 in IT professional competence. I was responsible for the installation of all the software on
new machines to be delivered to the new starters. I was also expected to set up the desks of new
starters through which I developed excellent face to face communication / customer service skills.
Responsibilities:
• Installation of operating systems and software on all new machines
• Desk setup of the new starters
• Configuration of computer hardware to accommodate foreign users
Education
NVQ Level 3 10/11 – 04/2014
Hull Business Training Academy
ICT Professional Competence Level 3 Diploma
NVQ Level 2 09/2010 – 09/11
ICT Professional Competence Level 2 Diploma
Certified in first aid
Certified in manual handling
Personal Interests
My interests include learning about cars and how the mechanical process works. I follow the rugby
super league and have been to watch many games including a couple of grand finals and challenge
cup finals. I have also configured a home server using Windows Server 2012 which I use for personal
learning to develop my knowledge and skills.
References
Jon Grubb
Intrasource Head Office Service Desk Manager
07960173143
jongrubb@gmail.com
Steve Lewis
Former Intrasource / Reckitt Benckiser IT manager
07703360811
GCSE’s, June 2005 – June 2010
Malert Lambert
Hull
Maths – B
English – B – C
Science – B – C
I.T – Distinction
History – B
R.E – C
Cooking – C

3. Slewis1701@googlemail.com