John Hornsby is an experienced IT professional with over 15 years of experience in technical support and system administration roles. He has strong skills in IT support, troubleshooting, project management, and training. His background includes roles as an engineer and team leader providing support across various platforms such as Windows, Active Directory, Exchange, and Unix. He is seeking new opportunities where he can utilize his expertise in IT support, stakeholder management, and ensuring business continuity.

1. John Hornsby
Address: 4 Southlands, Bath, BA1 4DX
Mobile: 07785 232 168 Landline: 01225 339 276
Email: bathbluenose@bathbluenose.plus.com
Professional Profile
‘An experienced IT professional offering expertise and experience in technical support and system
administration’. Having acquired extensive tenure within support positions I have become well versed in
supporting critical IT infrastructure and facilitating the development and knowledge of end users. I excel at
operating within deadline driven environments, developing working relationships with stakeholders and
supporting projects with technical insight.
Key Skills
 IT Support
 Process & Policy Development
 Troubleshooting
 Project Management
 Stakeholder Management
 Training & Development
 Administration
 Reporting
 Coaching & Mentorship
 Customer Service
 Complaint Management
 Service Level Management
Technical Skills
 Hornbill SupportWorks – Helpdesk calling logging system
 VMS Operating Systems – New user accounts, file transfers, backups, system administration
 Windows Operating Systems
 Active Directory, including adding new user accounts, group policy, file transfers, system administration
 Microsoft Exchange – setting up new user accounts
 Unix
 Microsoft Office (Inc. Word & Excel)
 Norton / McAfee / Sophos Anti-Virus Suites
 BeCrypt Encryption Suite
 HP Data Protector Backup Software
Professional Experience
Apr 2000 - Mar 2016 Engineer MASS
Key Responsibilities:
• Accountable in a multi-faceted role with the primary remit to oversee and complete periodic system
administration tasks e.g. changing tapes, validating backups and creating new accounts.
• Working closely with senior stakeholders to comprehend short and long term IT objectives. Providing
insight on considerations to ensure business continuity and development.
• Key contact for end users to establish and resolve technical issues across various platforms. Ensuring
all responses and tickets are handled within strict service levels to mitigate downtime.
• Encouraging a service solution which is conducive of timely support. Moreover, committed to elevating
the competencies of end users through training and coaching.
• Analysing on-going and inherent concerns with IT infrastructure and ensuring the timely replacement or
upgrade of components, hardware or software.
• Promoting continuity and resolution times through authoring troubleshooting processes and guides.
• Designing and distributing reports to management on a regular basis and providing any associated
insight on exceptions.
• Key contact for the day to day running of all site goods inwards and outwards procedures. Moreover, for
PAT testing new equipment per policies in place.
Key Achievements:
 Recognised for successfully migrating the helpdesk platform to a new software package.

2.  Placed in the position of Team Leader for 2-years, prior to a business transformation.
 Praised throughout an extensive tenure for a multi-faceted skill set, and for a clear commitment
towards providing timely technical support to all levels of users.
Jul 1996 - Mar 2000 Junior VMS System Manager EASAMS Ltd.
Key Responsibilities:
• Drawn upon to provide timely system and end user support for DEC VAX / Alpha VMS operating
systems.
• Working in accordance to a framework of service levels to mitigate downtime and disruption to business
as usual operations. Ensuring all issues are logged, tracked and managed through to resolution.
• Sought upon as the key contact for all VMS related queries. Authoring training content to support end
user knowledge and reduction of repeat calls.
• Partaking in regular meetings with department heads, peers and management to discuss and explore
various initiatives capable of improving department processes and policies.
• Comprehending short and long term IT projects to monitor any disruption to systems within remit.
Reporting on any anomalies and escalating as required.
• Drawing on fact finding and troubleshooting skills to work through issues in a seamless and timely
fashion. Where required working with other IT functions or vendors to expedite a resolution.
• Sought upon as the Health & Safety Representative for the Computer Operations Department with the
remit to share best practice and risk assessments with relevant staff.
Key Achievements:
 Appointed by the organisation to a permanent position (Helpdesk Administrator).
 Further promoted to the post of Junior VMS System Manager.
EARLY CAREER:
Jan 1993 - Jul 1996 Agency Staff Manpower LC
Outline: Administration & Customer service positions / Key clients; British Gas, Barclays Bank Global
Services and Newton Park College.
Aug 1979 - Aug 1991* Commissioning Engineer GEC / Plessey Telecommunications Ltd.
*Including a 5-year Training Scheme as a Trainee Telecommunications Engineer (TTE)
Outline: Commissioning of digital telephone exchanges including sub-systems / Managing the lifecycle of
contracts for British Telecom (BT).
Education & Professional Development
Professional Training / Courses
VMS System & Network Node Management 1 & 2 / VMS Cluster Management /
Troubleshooting VMS Systems / Assertiveness Workshop /
Health & Safety Coordinator Course / Software Skills Correspondence Course /
Kilgetty Encryption Software; Administrators Course/ Unix; 'A Hands On introduction’ /
Unix; System Administration / Windows 2008 Server System Administrators Course /
Hornbill SupportWorks; Users Course / Hornbill SupportWorks; Administrators Course /
Hornbill SupportWorks; Report Writing Course / Becrypt Encryption Software; Administrators Course
City & Guilds Certificate in Database Methods
Computeach International Ltd.  1993 - 1994
Diploma in Information Technology
New Work Trust Ltd.  1992 - 1993
BTEC HND in Communication Engineering
Kingston Upon Thames College of Further Education  1982 - 1985
BTEC OND in Communications Engineering
Kingston Upon Thames College of Further Education  1979 - 1982
O’ Levels Inc. Mathematics / Physics / Chemistry
Beechen Cliff School  1974 - 1979
Additional Information
Interests Photography (Member of the Royal and Bath Photographic Societies) /
Ornithology (Member of the RSPB) / Travelling / Football / Rugby

3. Disclosure DV (Developed Vetting) Cleared
Driving Licence Full; UK
References Available on Request