Ricky Jackson has over 15 years of experience in customer service and IT support roles. He is currently a Technical Support Specialist at Bupa, where he provides technical support, trains new employees, and implements processes to improve security and support. Jackson is focused on continuing his professional development in IT and has received ITIL and Open University certifications. He aims to develop his skills in areas like Windows Server management.

1. Curriculum Vitae
Ricky Jackson
24 Melton Drive
Hollins
Bury
BL9 8BE
Mobile : 07951958394 Email : ricky.jackson@bupa.com
Profile
I believe myself to be driven towards achieving goal-oriented objectives but to be flexible and
adaptable to learning and changing when opportunities arise. I use this to find methods for
improvement and learning new skills. I always feel there are areas to improve and refine existing
abilities, in order to get the most from them. I like to see other people achieve and I am motivated
by sharing skills and resources so that other people can become self-reliant team members and build
upon their existing skill sets, whilst contributing towards others. I think that some of the greatest
achievements in the workplace come from the pooling of resources, a focused team effort and a
process of continual feeding back, to improve and learn as you work.
In my current role as a Technical Support Specialist at Bupa, I have been able to get a much wider
understanding of how a business interacts and uses its IT resources. It’s allowed me to see a much
broader picture of the impact from how resources are allocated, and how a business uses it’s IT
department to support change, operate services and provide assistance in both the long term and
short term.
Key Achievements
• Passed my driving test first time with no faults.
• Was picked to work from a satellite office to help assess and improve their complaints
process based on my work in the Bupa Customer Relations team, to bring this in line with
the compliance requirements of the Financial Ombudsman Service.
• Took part in a pilot support team for Bupa Member Services, working from and updating an
existing clinical database to provide internal policy support for colleagues.
• Trained and mentored new starters, trialling a new training plan that brings new Service
Desk employees up to speed with the team’s practices and standards.
• When representing my store in a previous retail sales position, I contributed towards
achieving the national highest sales figures in order for us to win a complementary holiday
to Japan.
• Often approached in my current role directly, for advice and support, from inside and
outside of the team. Seen as reliable and knowledgeable with a broad network of colleagues
across the business.
• Implemented and created support documents to improve security and access processes for
new starters and remote workers, helping to reduce inbound calls to the Service Desk
• Passed my ITIL foundation course with highest marks in the class

2. Career Summary
GAME UK
Sales Assistant - 2003 - 2004
• Stocking shelves and creating displays to place prominent new items.
• Completing sales and up selling promotional offers.
• Cashing and banking duties.
CEX
Assistant Supervisor - 2005 – 2006
• Staff supervision and assigning daily tasks.
• Ordering stock and processing deliveries.
• Opening and closing of store.
• Cashing and banking duties.
Bupa
June 2006 – Present
Service Centre Specialist -
• Working with ServiceNow for incident management, recording and resolving incidents
• Supported ServiceNow user administration and access management, assigning roles and
permissions for users.
• ServiceNow testing for software updates, amending the test plan based on the evolving
environment.
• Training and mentoring new starters, using this to create and revise an evolving training plan
based on training requirements
• Contributed to the team knowledgebase for collecting information on support processes, so
that best practices are recorded and relevant to a changing business environment.
• Provide mentoring and training to new starters, explaining best practices and demonstrating
services and applications used by the team. Developing a new, relevant training plan to meet
the changing services and practices in the Service Centre
• Introducing services coming into the business by collecting, reviewing and analyzing data
provided by Project Managers, in order to determine what’s relevant for a consistent level of
Service Centre support and what will be required.
• Investigating and analyzing system defects in bespoke Bupa applications to determine root
causes and escalate to software developers to resolve.

3. • Supporting miscellaneous / legacy services applications across the business where needs
demand e.g. Magenta, IBS, NSHQ mailbox and then updating or redirecting items for the
Service Catalog.
• Acted as administrator for several internal web-based applications providing user access,
password resets and setting up account permissions.
Service Technical Support April 2015-present
• Providing ad-hoc solutions and troubleshooting for IT incidents acting as an ‘end-of-the-line’
support to investigate and resolve issues, seeing them through to their conclusion and use
these as opportunities to feedback into the business to create future support documents
where required.
• Providing training and support to the Service Desk team, fielding questions and providing
assistance for fixes.
• Updating existing knowledgebase entries with any fixes or processes that are found, keeping
these relevant to the current environment.
• Taking part in Business Continuity Planning support, including preparing two remote sites by
adding PCs onto the domain and installing the required software and hardware in
preparation for the disaster recovery training. Provided support to testers in capturing,
investigating and resolving issues that occur on test days. Feed back to the Business
Continuity Planning teams to enable future tests and plans are sufficiently prepared.
• Worked on deskside support, replacing and refreshing PCs and associated hardware.
Troubleshooting networking and connectivity issues and patching in floor ports via
communication cabinets and setting up VoIP telephones.
• Providing on demand support for video conferencing rooms, attending when issues are
reported live, and working alongside colleagues on external Video Conferencing support
teams to bring meetings back on line,
• Creating Service Introductions documentation which requires attendance at meetings
regarding new services. Capture data relevant to the Service Desk about any new software,
it’s pre-requisites for use and its support needs. Judge the impact they will have and how we
can best prepare for supporting them.
• Taking part in Business Continuity planning support, providing set-up of offices that would
be used in training for occurrences of critical incident downtime. Going out to sites to set up
environment for testing and providing IT support on the day for when services are tested.
Using this to feedback to BCP teams and ensure preparations are in place for IT support, in
case of BCP plans being implemented.
Training and Development
I am currently working to develop myself professionally as an IT specialist. I’ve taken several
foundation course via the Open University to aim to up skill myself on Windows Server Management
My current objective is to continuing developing my skills and capabilities within an IT support role
and I’m always seek opportunities to learn new and develop my skills in these areas. As an
extracurricular activity, I‘ve taken several Open University module “TU100 MY digital life”, “TM128
Microsoft Servers 2008” modules. This was taken as a chance to help orientate my career towards
an IT role and provided a foundation to build on.

4. Systems and Services which I’ve supported / trained on:
Active Directory, Windows XP, Windows 7, OSX, Windows Server 2008, Office 2007, 2010, 2013 &
Office 365, Skype, MS Lync, MyWorkspace, VMware, Citrix, System Centre Configuration Manager
2012, ServiceNow, Blackberry Enterprise Services 10 &12, SWIFT, BOSS, Avaya One-x, HP OpenView,
Active Directory, Check Point/ Endpoint Security, RSA Authenticator Manager Console, Lumension
Endpoint Security Manager Console, ConnectMe, MobileIron, , Support Point, SharePoint, Yammer,
NICE IEX, Citrix Desktop Director, Google Chrome, Internet Explorer, Firefox Mozilla, Safari
Qualifications
GCSE History - B
GCSE Science Level 1 - C
GCSE English Literature - A+
GCSE English Language - A
GCSE Business Studies - B
GCSE Math Level 2 – B
A level Business Studies - B
A level English Literature and Language - B
A Level History – C
ITIL (R) Foundation Certificate in I.T. Service Management
Certificate in Computing and IT from the Open University - Cert Comp and IT (Open).