Dewi Owen is seeking entry-level IT support roles and has relevant experience through freelance work and certifications in CompTIA A+ and networking fundamentals. Owen has a background in manufacturing and customer service but has been studying IT and has skills in hardware, software, networking, and providing user support. References are available from Owen's time at an IT training center and a previous employer in steel works.

1. ENTRY LEVEL IT SUPPORT ANALYST ROLES - DEWI OWEN – 07910 418 570
DEWI OWEN
1 1 CLO S DE R W E N , LLA N S A MLE T , A B E R T A W E , S W A N S E A – S O U T H W A LE S –
DE W I .O W E N @HO T MA I L.CO M
Current Occupation and Relevant Previous Roles
2017-01to date: Freelance IT Support Engineer
Working with clients over phone/ social media / video conferencing to determine theexact natureof the
fault. Visiting users or customers on site forproblems thatcannotbe dealt with over thephone.
Installing and configuring new equipmentand upgrading existing systems. (E.g. Data/ Ethernet patch
cabling.)Analysing thereasons forbreakdown of systems or peripherals (printers, scanners, modems /
routers). Giving basictraining to new users or customers in using theirPCs. All types of IT Supportwork
considered.
2016-06 to 2016-12: Student
Studied and achieved CompTIA A+and Practical Networking Fundamentals Certificates at Swansea ITeC,
250 Carmarthen Road, SA1 1HG - http://www.swanseaitec.co.uk/
“CompTIA A+certification is aimed at IT professionals with (orseeking) job roles such as Support
Engineer, MaintenanceEngineer, Desktop Engineer, ComputerAdministrator, or PC SupportAnalyst.” -
CompTIA Official Study Guide, 220-900 Series. - https://www.comptia.org/
The IT Industry Standard CompTIA A+certificate is valid for3 years, and can be extended through
continuing education credits. It is a trainerled coursewith hands on experience of hardware, including
working with small form factors, laptops, as well as fullsize ATX whileperforming basic hardwareswaps.
Hands on FundamentalNetworking, covering fiberoptic basics as well as Cat5e cabling and connectors
basics, punch tool and toner tool usage. Softwareusagecovers connectivity diagnostics, command line
tools, as well as 3rd party softwareinstallations (e.g. Hirens boottoolkit) and gaining familiarity with
differentoperating systems to windows, such as Peppermint Linux(by testing in a virtual environment,
VirtualBox by Oracle). Also covering Helpdesk ticketing good practice.
2008-08 to 2016-05: Steel Works GraduateTrainee, Technician and eventually Shift Technician
(Employment ended as partof 750 roles being made redundant.)
Notable IT achievements, projects, experience and skills developed: Setting up an IndustrialRobot Arm to
be controlled via a Windows PC from scratch (via robotHardware/Circuitboard configuration, Cat7 type
cable to pin soldering/terminating connections). Developing a macro to automate datacollection (from
intranetand internetsources) and transferinto an excel file. Learning theprinciples of software
development (requirements and knowledgegathering, developmentcycles, documentation, user

2. ENTRY LEVEL IT SUPPORT ANALYST ROLES - DEWI OWEN – 07910 418 570
acceptance testing, betas, live versions). Working as partof development teams. Understanding the
differentstyles of IT project activities (Waterfall vs Agile). Use of Remote Desktop and VPN to access
Software as a Service (SaaS), Platform as a Service (PaaS)and Enterprise resources. Virtualisation. Access
and basics of Windows Server OS. Oracle Databasedevelopment. MS SQL. VB.net and C compiler. HTML.
Active Directory principles. Domain access and controllers. Mapped Network drives / shares. Security
principles. Firewalls. Legacy / Embedded systems. Malware infection vectors.
2005-08 to 2007-03: Welsh Speaking Multi-Campaign CustomerService Advisor
(Left role for changein career direction to manufacturing related)
PassportApplications Service, National Blood Service, Financial Services Authority, Floodline, Flood
Warnings Direct, Department for Work and Pensions. (Usageof the VisualBasic Fox Pro software, Avaya
Telephones.)
Recent Relevant Education
2005-09 to 2006-01: Student: Masters Degree Molecular Modelling
(Ended before completion dueto personalreasons and otherwork commitments)
Part Time Study in Cardiff while working PartTime in Bristol. I ceased completing studies 3 months in, due
to other occupationalcommitmments and personaleconomic reasons.
Study involved learning aboutlow level programming, high level mathematics and physics. I enjoyed the
technical level of study.
2002-09 to 2005-07: Bachelor of Science (BSc) - Chemical, Analyticaland ForensicScience
(Graduated with 2:2, full list of modules studied available upon request.)
Other Occupations and Previous Roles
2008-04to 2008-08: CarSeat Parts Manufacturer: MachineOperatorand Quality Checker
(Employment ended as accepted new job)
2007-04to 2007-11: Drinks Manufacturer: Assistant, CustomerComplaints, OfficeAdmin
(Employment ended as partof 40 roles being made redundant.)
2004-07 to 2004-09: Drinks Manufacturer: Assistant, PlantMachineOperator
(Employment ended as left to return to finish Chemistry Degree.)

3. ENTRY LEVEL IT SUPPORT ANALYST ROLES - DEWI OWEN – 07910 418 570
Personal Attributes
Natural technical problem solver, fastlearner and good with my hands, I enjoy learning, using, and
passing on new skills and knowledge. Happiestwhen resolving technical issues, providing adviceand
taking steps to minimise furtherrepeat issues forcustomers, through education and if necessary
workarounds untiltheproblem can be resolved. Not shy of asking clarifying questions to enhance
understanding of theproblem in more detail, and obtain a more satisfying conclusion forthe customer.
For when problems cannotbe resolved withoutfurtherextra skill, time costs and experience:
Appropriate, honestand calm communication along with managing customer expectations are most
important to me before and during escalations.
Customers are theheart of any business and understanding theirspecificneeds are key.
Expectations
 To be trained in the use of in-housesystems
 Weekly check-ins with stakeholders for feedback
 Varied tasks and opportunities forfurthering development
 Modern work environmentand fit for purposeequipment
 Contracted hours of more than 16 per week
Notice Period and Pay
I will ideally need 1-2 weeks notice period to start, but may be able to accommodate less so please discuss
this with me to find outmore. I am starting out in my IT career and will welcome benefits & features of
employment as well as the typical pay rate of the industry forthearea.
References
 Helen Necrews (Managing Directorat Swansea ITeC) +44 1792464561
 SuzanneHughes (Labs HR Contact at TataSteel in Europe, Port Talbot)+44 1639 871111
In both cases you will need to ask reception to direct your call.

4. ENTRY LEVEL IT SUPPORT ANALYST ROLES - DEWI OWEN – 07910 418 570
Contact me on +44 7910 418570. For a wonderfully detailed live CV please view my publicly available
LinkedIn page: www.linkedin.com/in/dewi-owen-09519633