Richard Brumby is seeking an IT support role and has over 5 years of experience in various 1st and 2nd line support roles. He has supported a wide range of organizations in both permanent and contract roles. Richard has strong technical skills including experience with operating systems, applications, networking, and remote support tools. He also has soft skills such as being customer focused, committed to succeed, and passionate about IT support.

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Richard Brumby
Personal statement: I am committed, customer focused,driven to succeed, willing to relocate at short notice if necessary and have my
own transport.Im passionate about IT support and at my own expense and have undertaken IT related qualifications such as ITIL v3
and Comptia A+. I have broad range of experience and skills both technical and non-technical.
Permanent Address:
35 Claremont Street,
Albert road,
Sowerby bridge
Halifax
HX6 2JN
Employment
1st Line printer support for Lloyds banking group 20/06/2016 to Now
 Working for Ricoh to provide printer 1st line printer support for Lloyds banking group by remoting to internet web interfaces
to troubleshoot issues resolving at 1st point of contact where possible.
 Dealing with tonerqueries, escalated calls, customer complaints, as well as logging calls from all levels of user including
VIPsusing BMC remedy, Siebel ITS oracle call logging softwares.
 Dealing with third party companies including TNT, Computacentre and BT.
(project cover) 09/05/2016 to 31/05/2016 1st/2ndline Support at Addleshaw and Goddard
 Working in a fast paced legal challenging environment supporting people of all seniorities including VIP'S over telephone
and email.
 Providing remote support using SCCM 2012 remote control software.
 Supporting windows 7 as well as Microsoft office 2003, 2013 and legal applications such as bighand, carpe diem and filesite.
 Supporting desktops,laptops,citrix virtualisations, as well as windows mobile and blackberry phones.
 Using service now call logging software to log incidents and requests from users of the business.
16/03/2016 to 22/04/2016 Retail/Project Support at Co-operative
 Dealing with stakeholders both external and internal project managers, contractors,suppliers
 Checking that all the paperwork has been completed, checking it for consistency and correcting inconsistencies and mistakes
by querying them with contractors,project managers as well as highlighting any potential problems,
 Entering the details of the project paperwork onto excel project schedule spreadsheets to be shared across the team via shared
network drives and Share point.
 Using Microsoft office 2010, Windows 7.
 Using RDP to connect to store servers running Microsoft Server 2003
 Creating documentation for procedures relating to retail admin for use within the team.
1 month contract 15/02/2016 to 11/03/2016 1st/2nd line IT support analyst at Daisy IT services
 Working in a structured corporate ITIL environment for a managed service supporting a wide variety of external clients
including VIP’s
 Logging call via email using service centre call logging centre and escalating calls to 2nd and 3rd line teams
 Logging P1, P2, P3, and changes,C1, C2,C3
 Using BOMGAR, RDP remote support tools
 Troubleshooting issues and installing software onto clients machines using BOMGAR remote support tool.
 Using triton force web sense support toolto block and unblock emails and websites
 Using active directory to set up mailboxes, distribution lists, useraccounts.
 Using VMware cloud sphere for the purposes ofmanaging printers and connecting to the various servers of the different
clients supported by Daisy IT,
 Using Microsoft server 2008, 2012 for the purposes ofsupporting the various clients of Daisy
 Adding, removing, changing printers on print servers.
 Supporting Microsoft office 365 to create mailboxes reset passwords etc
 Installing and removing printers on print server changing printer ip addresses.
Driving license with own transport
Mobile: 07743860863
E-mail: richard_brumby@hotmail.com
Skype: Richard_brumby@hotmail.com
Linkedin:
http://www.linkedin.com/profile/edit?trk=hb_tab_pro_top

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26/10/2015 to 24/12/2015 Windows 8.1 Floorwalker at Royal Sun Alliance
 Working within a windows 8.1 deployment team made up of floorwalkers and deployment engineers migrating users from
windows xp to windows 8.1 in a large well known insurance company.
 Visiting users who have been migrated from xp to windows 8.1 troubleshooting issues such as adjusting screen resolution
text size missing applications and troubleshooting applications not working properly.
 Logging all issues raised within a central team spreadsheet and following up on all issues until resolution.
 Adding users to security groups using active directory to allow software to pull down via IBM endpoint manager, as well
troubleshooting issues with software not automatically pulling down.
 Supporting Microsoft Office 2010, as well various bespoke and third party software’s used by the client.
22/05/2015-25/10/2015 Request Fulfilment Analyst for Network Rail
 Working in a large structured ITIL environment for a large well known public organisation.
 Using active directory to add users and computers to security group for the purpose of deploying software and granting
permission rights.
 Completing shared drive requests using security groups to assign the relevant permissions.
 Using RDP to remotely connect to machines and install softwares.
 Using SMS to deploy software to Windows XP and windows 7 desktops and laptops ,using sms repair tools to repairs the sms
software distribution client on laptops and desktops.
04/03/2013 to 31/03/2015 2nd line Analyst for the Co-op
 Working for well-known brand name in a large structured corporate environment supporting providing 2nd line remote and
desktop support including on site visits to users with varying levels of IT proficiency as well as providing remote VDE
support.
 Using ITSM call logging software working to targets and SLA’s, managing my own queue of incidents and requests as well
as well as project and BAU work.
 Supporting networking issues such as configuring userfor closed networks by adding them into the relevant security groups
and obtaining the PKI certificates for the users and their machines as well supporting TCP/IP, LAN, WAN, 3G wireless,
Citrix VPN troubleshooting intranet and internet issues including problems caused by websense content filtering software.
 Troubleshooting networking faults for pc, laptops and thin clients and checking the DHCP, DNS, internet settings were
present and correct including root cause analysis for Citrix Access Gateway (CAG) issues by testing the laptop on company
provided broadband using usercredentials RSA tokens.
 Using Active Directory and QUARS (Quest Active Role Server) to unlock accounts,reset passwords change users
permissions and check whether PKI security certificates had been generated/recognised by the server.
 Using remote control tools such as VNC, RDP, Altiris, carbon copy, to remotely access laptops and desktops as well as
desktop director, hp device manager, citrix xenapp server to access servers using Windows server 2008 to control thin clients.
 Using desktop director and Xen desktop to log users off and remotely connect to users sessions also used also cleared users
stored appsense data to resolve application faults within the VDE environment.
 Reimaging laptops,and desktops using PXE, SSCM, CD’s, USB sticks as well as the altiris deployment server also
reimaging thin clients as well via usb stick using hp device manager, we also use SCCM 2012 Configuration manager to
monitor pcs and see what hardware/operating systemthey are using as well as who is logging onto which device.
 Supporting hardware such as desktops,laptops,thin clients and printers both in terms of remote and desktop support as well
as re-imaging desktops and laptops with windows 7 32 bit and 64 bit as required as part of everyday BAU.
 Using Active Directory and Quest Active Role server to alter the permissions of users and add/remove security groups as
well as resetting unlocking accounts,in addition to this I also use SCOM to determine where the source of the account
lockouts are occurring from.
 Supporting software such as Microsoft Windows, 7, XP, Office 2003, 2007, 2010 MS Lync, Kaspersky Antivirus, deploying
software via sccm on windows 7 and microsoft appv on windows xp, supporting the troubleshooting software, Encryption
software, Citrix as well as various bespoke software’s.
 Supporting Xerox networked printers as well as standalone USB connected printers and scanners including troubleshooting,
installation of drivers.
 Supporting blackberries by configuring them for mail services and general setup,adding/removing users from the BES
servers.
 Supporting ipads and iphones including configuring for new users and troubleshooting issues with users and their iphone,
ipads over the telephone.
 Dealing with 3rd party companies and individuals including IdeaGen, Experian to provide support for company products also
working with various internal teams to highlight, troubleshoot and resolve issues .

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 Helping the knowledge base manager document new solutions to problems resolved by me.
04/12/2012 to 22/02/2013 1st/2nd Remote support employed by Framelogic contracted to 2 sisters food group
10/09/2012 to 03/12/2012 1st/2nd Remote Support Employed by Salford NHS
25/03/2012-11/05/2012 1st line remote support for NHSBT
12/02/2012 to 23/03/2012 Remote Support 1st/2nd line Working for Wakefield council
1/12/2011 to 31/12/2011 Desktop support 1st line support Working for Kelway
3/11/2011 to 25/11/2011 Desktop Support 1st line Working for North Yorkshire County Council
16/08/2011– 30/09/2011 Remote support 1st/2nd line Working for ICM
04/2010-29/07/2011 1st Line Helpdesk Analyst/Remote Support Lloyds Banking Group
Skills andExperience
 I have a good understanding ofnetwork principles such as static and dynamic IP addresses howthey are used for the Internet
and Local Area Networks, WAN’s and DHCP;
 I have used call logging software including HP open view, Remedy and Sunrise, Hornbill, ITSM, service centre and service,
now, Siebel, Oracle.
 My experience includes supporting citrix software, installing citrix software as well as logging users off terminal sessions.
 I am experienced in the use of VMware and Citrix software which I have used at home and at work have used remote access
software such as VNC, Altris, RDP, Dameware, CA unicentre, Bomgar amongst others.
 I have installed usb and networked printers on desktops,laptops and on servers, as well as setting up the sharing permission s.
 I have experience of configuring laptops for users as per their requirements and installing standard builds as well as
encrypting them with appropriate software.
 I have experience of supporting VPN systems including citrix and Cisco as well as connection methods including 3G cards
broadband wireless and cable.
 I have experience of setting up network shared drives and shared mailboxes, assigning security permission’s as well as
creating security groups as well deleting and creating new user accounts.
 I have installed and used Microsoft Windows operating systems including Windows 10, Windows 8.1, 7, Vista, 2000, 98 and
95 as well as everything from Office 97,2003,2007,2010,2013 as well as using Microsoft server 2000, 2003, 2008. 2012
 I am experienced in the use of VMWARE and Hyper V and have created virtual machines using both of these.
 My knowledge of Internet security software includes AVG, Avast,Microsoft Defender, NOD 32, Sophos,Kaspersky, as well
encryption software including Mcafee, Sophos and Checkpoint
 I have gained of experience incident and major incident management through working in pressurised for both corporate and
government organisations as well working pressurised 24/7 environments dealing with clients from all over the world..
 I am well versed in dealing with and escalating incidents with various 3rd party key stakeholders such as BT, Orange,
Computacentre, Santander, amongst others.
 I have gained experience of supporting and setting up blackberry activations,troubleshooting incidents involving non
received emails as well as adding/removing users from the BES servers.
Education
2012 Enhanced CRB disclosure from voluntary IT work for IT can help renewed march 2014
2011 ITIL Foundation v3,
2009 Preparing to teach in the lifelong learning sector.
2007-2008 Comptia A+, Huddersfield Technical College
2001-2003 Calderdale College, Halifax, HND Business IT, Pass
1999-2001 IT Advanced GNVQ, Merit
1997-1999 IT Intermediate GNVQ, Maths GCSE, C English speaking and listening GCSE, C
Interests
In my spare time, I enjoy reading, watching films, eating out and spending time with friends and family.
References
1. Clarence Oragwu Service desk manager at Ricoh service deskemail Clarence.oragwu@lloyds.com

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2. Craig Anderton project manager on windows 8 deployment contract craig.anderton@btopenworld.com tel: 07980 271 938
3. Anthony Hughes Request Fulfiment manager at Network rail email address: Anthony.hughes2@networkrail.co.uk tel:
07713301670
4. Rachel Docherty CTS Desktops team leader tel: 07949575854, email address:Rachel.docherty@co-operative.coop