Edmund Sims' CV summarizes his work experience in IT support roles. He currently works as a Systems Security Analyst at Lloyds Banking Group, where he maintains user accounts and access levels for 26 financial systems. Previously, he held roles providing network support, IT service desk support, and technical helpdesk support for organizations like Orange, Xansa, and BT. Sims has over 10 years of experience troubleshooting IT issues and supporting a wide range of software, networks, and computer systems.

1. E Sims CV January 2017
Curriculum Vitae
Personal Details
Edmund Sims
21 Friezewood Road
Southville
Bristol
BS3 2AD
DOB: 03/02/1982
Tel: 07967 054439
Email: edd_sims@hotmail.com
Computer Skills
Software
• Microsoft Office 2000-2013 • Windows Server,
• Microsoft Access, • Lotus Notes,
• Oracle Database Systems, • Microsoft Outlook (Express),
• Java, • Adobe Acrobat,
• SAP Database Systems, • Active Directory,
• Windows OS 2000, XP, Vista, 7, 8,
8.1
• Hyperion Systems
• HTML.
• Oracle Financial Analyser
• Citrix
Processes
• Extensive Broadband Network
diagnostics,
• JavaScript,
• TCP/IP Network addresses, DNS, • SQL,
• LAN and WAN Networking, • GSM Mobile Networking,
• Hardware and Software Installation,
• PC upgrades and health checks
• Workflow.
• SAP Security
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2. E Sims CV January 2017
Employment History:
Lloyds Banking Group
July 2009 – Present
Systems Security Analyst
• Part of a Systems Security team that provides support to all Financial systems
users across Lloyds Banking Group. A total of 26 systems with over 5000 users
in total;
• Primary responsibilities include
The maintenance of user accounts, maintaining a database of all users and their
access levels.
Running monthly audits/checks of all systems and users in adherence with ITEC2
controls.
Completing quarterly reviews of all user access ensuring all access is still relevant
to their current role
Completing monthly security SOX controls ensuring all access changes adhered
to agreed security procedures/contros
Removing or adding SAP transactions, testing them in the Development system
before transporting them to the Live system.
• Managing a shared Security inbox which receives up to 100+ emails a day, and
responding to queries within pre-agreed SLA’s;
• Liaising closely with the other support teams and regularly work together to try to
find resolutions to complex problems.
• Supported a number of projects to upgrade the base software across the bank’s
systems and have been required to provide out of hours support to the Upgrade
teams as they attempted to complete the upgrade within agreed timescales.
Cablecom
March 2009 - July 2009
Network Support Engineer
● Part of a support team looking after the Cablecom network and the users attached
to it. Cablecom is the leading ISP to student accommodation in the UK
● Responsible for ensuring that all student PC’s, laptop’s or MAC’s were correctly
configured to be able to connect to the internet through the Cablecom network
● helping to configure a wide range of computer systems using different Operating
systems including Windows, MAC and Linux; and in different languages.
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3. E Sims CV January 2017
● taking between 30 – 40 calls per day from students unable to connect to the
network.
Orange Plc
July 2008 – February 2009
Network and Devices 2nd
Line Support (ND2 Support)
• Part of a 20 man 2nd
Line Support team that provided services to both Orange
business and consumer customers regarding the Orange network and mobile
devices;
• Primary responsibilities were to provide assistance to 1st
Line agents unable to
resolve a customer query. Advice provided ranged from device setting
reconfiguration to managing local Orange cell sites (BTS sites);
• Personally responded and followed up circa 50 to 60 calls per day;
• Managed an inbox of customer queries which received approximately 250 high
priority actions per day;
• Dealing with a range of resolutions from performing master resets on mobiles to
reconnecting customers from sites across the Orange GSM Network.
• Recognised by team leaders as having expert knowledge of Orange devices, and
therefore used as a floor walker during quiet times to provide assistance as
required to other members of the 2nd
line support team;
• Gained an extensive knowledge of mobile devices available and how to diagnose
a large range of problems.
Xansa
July 2007 – July 2008
IT Service Desk Analyst
• 1st
and 2nd
Line Support for the NHS Oracle financial systems;
• 1st
and 2nd
Line Support for internal Xansa IT problems;
• Processing of various IT queries ranging from password resets to configuring
internal PC settings to enable users to use the Oracle system;
• Completed an ITIL version 1 (IT infrastructure Library) course
• Using Excel was responsible for producing reports on various statistics for team
leaders. These included numbers of calls answered and number of password reset
calls received;
• Responsible for training new members of the team and knowledge transfer;
• Making and taking between 15 - 25 calls and processing between 40 – 50 emails
per day;
• Monitoring and maintaining Oracle Financial Assistant (OFA) system used
extensively by the finance departments within the NHS;
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4. E Sims CV January 2017
• Logging major incidents e.g. network outage and acting as first point of contact
for all parties until the incident is resolved;
• Responsible for spotting trends in problems being reported and testing to verify
whether issue is service affecting and/or is nationwide;
• Required to help the Infrastructure team on occasions when new IT stock arrived
which needed testing. E.g:
o Every PC across all NHS sites needed configuring to use new upgraded
Oracle software.
o Responsible for installing and testing new processors on the Service desk
computers.
• Part of a team that successfully managed a major software upgrade on Oracle in
January 2008. Personal responsibilities included producing new training
documentation, ensuring all staff were trained on new processes and policies and
distributed information regarding the upgrade to all NHS sites across the UK.
Unum
May 2007 – July 2007
Administrator
• Processing new business applications as and when they arrive.
• Liaising with IFA’s and clients regarding their Income Protection Policies,
Critical Illness Covers and Essential Ability Covers.
• Issuing Terms of Offer for the above policies and putting them on Risk
• Manning several customer helplines including Unum, Standard Life, Cooperative
Insurance and NFU Mutual and dealing with requests from IFA’s and clients
regarding the above policies
Sitel
March 2006 – May 2007
Technical Helpdesk advisor
• 1st
Line Support on the BT Broadband business and residential Technical Help
Desk
• Helping business and residential customers resolve all kinds of technical issues
regarding their Broadband connection ranging from the initial setup to
configuring IP addresses on their home network.
• Acted as a floor walker on a number of occasions after my skills were recognised
and was available to help any colleagues with any problems they needed help
with.
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5. E Sims CV January 2017
• Answering between 30 – 60 calls a day and answering between 10 – 20 emails a
day.
• As a result I gained extensive knowledge of Broadband diagnostics and
the internet as a whole.
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6. E Sims CV January 2017
• Answering between 30 – 60 calls a day and answering between 10 – 20 emails a
day.
• As a result I gained extensive knowledge of Broadband diagnostics and
the internet as a whole.
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