This document is Samuel Villani's resume. It summarizes his education, including a BSc in Computing Studies from London South Bank University, and various computing skills and certifications. It also outlines his work experience in IT support roles for several organizations, including Savills, Slaughter and May, and Bloomberg, demonstrating over 10 years of experience in technical support, troubleshooting, and customer service.

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Samuel Villani BSc
London, SE1
IT Support Analyst sam.villani@gmail.com
07701 377 680
PROFILE
Proven troubleshooting skills and a firm ability to go the extra mile in creating added value for the company and its
clients. Customer focused and able to view and tackle things from different perspectives.
EDUCATION
BSc (Hons) in Computing Studies ‘First Class’ 2004, London South Bank University. Final Year Project “Design,
Develop & Evaluate Usability of a DBMS Interface”.
A-Levels (Italian ‘Diploma di Maturita’) 1990/1995,Liceo Morandi, grade 60/60 (Math, English, Science, History).
Web Page Design 1999, Southwark College, London
Advanced Microsoft Office and PowerPoint (basic VB scripting), 2002, Microsolve, London.
COMPUTING SKILLS
S/W languages Java, JavaScript, HTML, basic SQL and VB Scripting.
Operating Systems Windows 98, NT, 2000, XP, Vista, 7, 8. Mac OS X v10.4 to .10. iPhone iOS 7, 8, 9.
Supported Applications MS Office 2003, ’07, ’10, ‘13. MS Exchange Server 2007, ’10, ’12. MS Project, IE, Active
Directory. Sophos Endpoint Security and Control 10.3. Olympus DSS dictation and
transcription modules. K Vault Email archiving. Adobe Acrobat Professional 8, 10, Director
MX, Deamweaver, Photoshop CS3. Apple Safari, Mail, GarageBand and iLife suite, Lotus
Notes, VMware, Corel Paint Shop Pro, iManage (file management system),
NetworkStreaming (remote desk application), DeltaView. Novell ZENworks and Citrix;
Financial applications Proprietary trading platforms and analytical tools by Bloomberg and CQG;
eBanking solutions Connexis and Aquila;
Legal applications Call-logging systems FrontRange HEAT; Midas and Touchpaper;
Document comparison DeltaView from WorkShare and Change-Pro from Litera;
DMS WorkSite (Autonomy iManage); BigHand Digital dictation; CarpeDiem;
Remote connect through Citrix (XenApp, Receiver, ICA Client), SCCM, MS Remote
Desktop, Altiris from Symantec, TeamViewer and Bomgar;
CONTRACT WORK EXPERIENCE
Aug to Nov 2015 Temp Technical Support Analyst
Savills, London, EC2M 7EB
 Responsible for end to end ownership and resolution of all IT support incidents and
requests managed by the technical support team;
 Successfully follow the agreed ITIL processes and procedures, whilst continually
reviewing to find improvements to the current incident and service request
processes;
 Ownership and accurate logging of all incidents and service requests;
 Install, configure, test, maintain, monitor, and troubleshoot end-user workstations
and related hardware and software in order to deliver required desktop service
levels;
Sept 2014 to
July 2015
Temp Helpline Analyst
Slaughter and May, London, EC1Y 8YY
 First – third line support for a variety of legal systems and around a thousand users;
 Answering, logging and fixing incidents calls in HEAT (call logging system)
escalating to Supervisor and/or another department where appropriate;
 Imaging and configuring of laptops (Altiris and SSCM) with standard image;
 Assisting users with travels requirements (Remote Access, Printers, etc.);
 Visiting users and clients to fix calls: floor walking or training, where necessary;
 Dealing day to day with iPhone, Blackberry, Citrix and GoodFE queries;
 Routing faxes to intended recipients and dealing with any arising problem;
 Working as part of a team of 15 (days and nights) ;
 Troubleshooting the firm’s Hardware and Software as and when required;
 Performing any other reasonable duty and participating in projects as requested;
 Providing critical business communication interface across the Technology group;
 Liaiaising with contractors and assisting with ongoing projects such as SharePoint;

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Jun to Aug 2014 Temp IT Officer
British Association for Adoption & Fostering (BAAF), London, EC1N 8TS
 Providing 1st and 2nd line support to around thirty local and twenty remote users;
 Resolving on a daily basis queries pertaining a range of technologies: Windows 7,
MS Office 2010/13, Win Server 2003-8 / Active Directory, MS Exchange 2010;
 Assisting with projects such as SharePoint and any other task as necessary;
Mar to May 2014 Temp IT Systems Support Officer
National Children's Bureau, London, EC1V 7QE
 Configuring and supporting Windows XP desktops, laptops and BB smart phones;
 Delivering 1st and 2nd line support to around fifty, mostly office based, users;
 Administering user's accounts (Novell ZENworks) and emails (Exchange 2010);
 Carrying out daily tasks using a variety of NCB own bespoke tools and off-the-shelf
products such as Microsoft Office 2010/13 and Dreamweaver;
Sep 2013 to
Mar 2014
Temp IT User Support Officer
National Autistic Society, London, EC1V 1NG
 Supporting users needs on Windows XP and 8 within a LAN / WAN environment;
 Providing 1st / 2nd line support both over the telephone and desk-side;
 Logging requests and incidents on BMC (formerly Numara) Track-It!
 Administering Active Directory users and Computers;
 Troubleshooting and resolving issues in a LAN/WAN environment using remote
management tools (DameWare, LogMeIn);
 Handling desk moves, cabling and hardware connectivity;
 Scheduling and implementing hardware replacements and software updates;
 Managing software licenses requests and upgrades;
Sep to Dec 2012 Temp IT Support Assistant
Phoenix Futures, London SE1 4PG
 Helpdesk management, supporting 500+ users;
 Active Directory: creation and admin of users, policies, dist. lists & security groups;
 Exchange administration permissions, setup, sharing, delegation, etc.;
 Ad-hoc hardware, server, and upgrades set-up and configuration;
 Remote network installations, system monitoring and troubleshooting;
 Intranet management maintenance and modification of folder and file security;
May to Sept 2012  Performed during the “Navigation” segment of the Paralympics Opening Ceremony;
 Traveling Australia and volunteering at London 2012 Paralympics;
 Visiting parents in Italy who were directly affected by the May 2012 earthquake;
Oct 2010 to Dec 2011 Temp Cash Management Support Officer (Application Support)
BNP Paribas Fortis, London, EC2M 5TQ
 Supporting PC based Aquila and web based (Java) Connexis eBanking services;
 Troubleshooting CHAPS, BACS and statement request SWIFT messages;
 Recording all enquiries in call logging system (initially Matrix, then Hobart);
 Identifying and reporting all occasions when further client training is required;
 Verifying data provided by customers against Bank mandate and other documents;
 Carrying out morning systems checks, monitoring performance throug the day;
 Ensuring fixes and workarounds are tested before being released to clients;
 Informing clients on a daily base of progress of their outstanding issues;
 Undertaking daily checks on system data loads and immediate reporting failures;
 Providing support to EMEA (Europe, Africa, Middle East) Countries;
Feb to Sep 2010 Temp Client Data Feed Support Executive
Reed Business Information (RBI), London, WC1V 6EU
 Maintaining an HTML/XML database search interface for EGPL which external
website owners can deploy and customise to be displayed on their own websites;
 Implementing metrics to record performance of 3rd party database searches;
 Establishing a Customer Support function to provide comprehensive assistance;
 Evaluating other opportunities to syndicate EGPL search;
 Managing and supporting the existing EGPL bulk data upload interface and
develop/support solutions to provide improved automated data capture services;
 Visiting clients to discuss possible ad-hoc customisations as required;
 Chairing weekly review meeting of technical issues being investigated at the time;

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PERMANENT WORK EXPERIENCE
Jan 2008 to Sep 2009 Technical Support Analyst
CQG, London, SE1 9RY, UK
 Provide responsive, courteous, and efficient Client facing or remote Support
prioritising calls according to the severity of consequences to clients and
businesses;
 Client’s visits often required as remote connection was not permitted by some of
our customers including Merrill, Goldman, UBS, Citibank as well as Hedge Funds;
 Chairing at least one weekly PC Anywhere webinar open to all clients who can join
and interact asking questions or at the end of the session on a one-to-one basis;
 Undertake research, testing, DQ, and documentation projects as appropriate
 Call logging, seeing calls through from the beginning to completion;
 Ensure handovers at the start and end of the shift are completed effectively.
Jan 2006 to Jan 2008 2nd line Application Support Technician
Bloomberg L. P., London EC2A 1PQ
 Troubleshoot software and hardware issues in a fast-paced environment by
telephone, email, instant chat, remote-connection or in person as appropriate;
 Maintain close contact with clients as the prime interface on problem resolution,
collecting information and leading users through diagnostic procedures;
 Daily volume of calls 45-55 over a 9 hour shift with 35-45 new issues reported;
 Real-time data retrievals supported via Citrix and Blackberry devices;
 Manage escalations of issues to developers for bug fixes or enhancements;
Oct 2004 to Dec 2005 Helpdesk Analyst
Masons (now Pinsent-Masons), London, EC1R 0ER
 Provide telephone and desktop support, identifying trends and functionality issues;
 Attempting immediate resolution of problems over phone either guiding users or via
remote control software (LANDesk). Also visiting users when needed;
 Main applications supported document management system (iManage), MS Office
2003, MS Outlook 2003, IE6, MS Project 2003, and Active Directory;
 Also Workshare 4 (including Deltaview) and in house Visual Basic 6 applications;
 TouchPaper used to record all calls, ensuring accuracy of the knowledge base.
Summer 2004  Travelling Cambodia, Vietnam, Thailand and studying French in Paris;
Nov 1999 to May 2004 Materials Management Coordinator
The London Bridge Hospital, London, SE1 2PR
 In charge of purchasing items from nominated vendors. Also returns & repairs;
 Responsible for the maintenance of service agreements with vendors and
manufactures aiming to provide the best possible service to staff and patients;
 Participate in IT projects including EDI link installation, DBMS upgrades;
 Assist train and support the department’s users and customers as appropriate;
SKILLS PROFILE
Problem Solving  Ability to prioritize, gained working from long job-pending queues whilst on calls;
 Strong analytical and diagnostic skills, acquired in helpdesk roles;
 Ability to obtain urgent call outs, including out of hours services, from London
Bridge Hospital and application support/helpdesk roles;
Communication Skills  Achieved participating in meetings, writing reports, supervising and training other
team members, from London Bridge Hospital;
 Aptitude to liaise with customers, including handling complaints;
Team Work  Co-ordination and commitment to the team (from pre-1999 catering work);
 Desire to reach common decisions (from participating at meetings);
 Ability to share large workloads in a fair manner (from helpdesk roles);
Languages  English, Italian, Spanish and French;
PERSONAL INTERESTS
 Arts, Theatre, Opera, Cinema, Fitness and Travelling;
 Since 2000 Member of the Tenants’ Association for my Esate JMB;
REFERENCES  Available on request