1. EMPLOYMENT
Kingston
University
2003
–
2014
Senior
Technical
Analyst
Delivering
an
excellent
level
of
customer
service,
I
provided
1st
and
2nd
line
support
to
all
academic
staff
and
students
across
four
campuses,
including
halls
of
residence,
home
support
and
mobile
support.
Responsibilities
in
post
• Managing
the
technical
support
team
of
Central
I.T.
including
training
and
mentoring
for
all
new
1st
and
2nd
line
support
staff
• Training,
managing
and
supporting
my
team
with
the
technical
support
call
list
• Undertaking
the
imaging
of
all
staff
and
student
PCs
• Installing,
upgrading
and
actively
supporting
software
including
Windows
XP,
Windows
7,
Windows
8,
Mac
OS
(from
Snow
Leopard
up
to
Yosemite),
MS
Office
2010-­‐2013,
MS
office
2011
for
Mac
and
MS
Exchange
2013
• Virus
and
Malware
removal
• Administrative
support
using
E
directory
and
Active
directory,
for
example,
creating
accounts
and
setting
up
different
access
rights
on
the
network;
creating
and
managing
noticeboards,
mail
enabling,
setting
up
aliases
and
groups
for
notice
boards
• Supporting
share
point
at
a
user
desktop
level
• Hardware
support:
building
PCs,
replacing
accessories,
hard
drives,
memory,
graphics
and
network
cards
• Printer
support:
setting
up
the
printer
on
the
network
and
dealing
with
a
wide
range
of
printing
issues,
such
as
print
job
management
and
identifying
and
resolving
physical
problems
with
the
printer
itself
• Creating
accounts
on
the
Blackberry
Server
(BES),
setting
up
the
Blackberry’s
for
users.
Support
also
provided
for
iPhone,
iPad
and
Samsung
Galaxy
smart
phones
• Working
with
the
Universities
Networking
Department,
trained
in
the
use
of
Campus
Manager
supporting
network
access
for
students
based
in
the
halls
of
residence
(including
site
visits)
Projects
• Participated
in
the
upgrade
of
all
staff
and
student
PCs
to
Windows
XP
• Participated
in
the
upgrade
of
all
users
from
Office
97
to
Office
2007
• Lead
role
in
the
upgrade
of
users
from
Office
2007
to
2010
• Lead
role
in
managing
(as
well
as
active
participation
in)
the
upgrade
of
all
staff
and
students
to
Windows
7
and
Office
2013
• First
point
of
contact
and
successful
provision
of
main
technical
support
during
student
enrolment
and
clearing
(including
weekend
support
and
off-­‐campus
support),
ensuring
everything
ran
smoothly
14
Eashing
Point
Wanborough
Drive
London
SW15
4AN
T:
020
8789
4894
M:
07711
939173
E:
will_mendoza@hotmail.com
W
I
L
L
M
E
N
D
O
Z
A

2. • Participated
in
training
and
testing
for
virtualisation;
creating
and
testing
virtual
apps
and
virtual
machines,
enabling
the
University
to
move
forward
in
this
direction
Robert
Dyas
Ltd
1999
–
2002
IT
Systems
Support
Administrator
First
line
user
support
to
Head
Office
and
67
stores
across
UK
Responsibilities
in
post
• Stock
auditing
and
administration
/
IT
Budget
monitoring
• Placing
of
support
calls
for
instore
hardware
failures
/
site
visits
to
resolve
problems
• 1st
line
user
support
for
network,
MS
Office
and
PC
hardware
difficulties
• Building
PCs
and
tills
/
adding
peripheral
devices
/
install
application
software
Projects
Key
role
in
the
installation
of
Electronic
Point
of
Sale
equipment
in
all
stores,
integral
to
the
future
systems
development
within
the
company
• Responsible
for
the
installation
of
new
till
systems
• Setting
up
instore
network
allowing
machines
to
communicate
with
each
other
via
TCP/IP
addresses
• Setting
up
route
connections
to
allow
stores
to
communicate
with
Head
Office
• Downloading
software
from
Head
Office
to
store
system
• Running
preliminary
checks
on
each
device
/
resolving
problems
as
they
occurred
• Liasing
with
RIVA
engineers
and
store
managers
Robert
Dyas
Ltd
1998
-­‐
1999
Assistant
Manager,
Cobham
Branch
Responsibility
for
the
shop
in
Managers
absence
Main
duties
• The
supervision
of
staff
and
delegation
of
tasks
• Identifying
training
needs
and
allocating
appropriate
training
• Line
management
/
appraisals
• Cashing
up
/
banking
• Key
holder
Robert
Dyas
Ltd
1993
-­‐
1998
Senior
Store
Assistant,
Putney
Branch
JW
Carpenters
Ltd
1990
-­‐
1993
Assistant
Manager

3. Summary
of
Qualities
and
Skills
• Ability
to
work
on
own
initiative
and
prioritise
workload
effectively
• Ability
to
communicate
clearly
orally
and
in
writing
to
a
wide
range
of
people,
at
all
levels
• Diplomacy
and
advocacy
in
communication
• A
commitment
to
a
team
working
approach
IT
and
Computer
Skills
(Kingston
University)
• Fully
conversant
with
PCs
and
Macs
• Excellent
knowledge
of
Windows
XP,
Windows
7,
Windows
8,
MAC
OS,
Android
• User
of
office
suite
2010-­‐2013
• Experience
of
SQL
(IBM
AS
400)
Report
writer
• Computer
networking
• Virus
and
Malware
removal
• Mobile
phone
support,
Blackberry’s,
IPhone,
Android
devices.
Full
access
to
a
BES
server.
• Learning
and
support
of
virtual
PC
support
and
learning
how
to
create
virtual
apps
and
machines
• Good
knowledge
of
Active
directory
creating
accounts
and
noticeboards
• Strong
hardware
support
building
PCs,
replacing
parts,
identifying
faults
• Excellent
first
line
support
and
service
desk
skills
• Strong
software
support,
identifying
issues,
implementing
installations
and
upgrades
Office
Support
(Robert
Dyas)
• Setting
up
PCs
and
Macs,
running
up
machines
• Adding
peripherals:
printers,
scanners,
modems
• Upgrading
software
• Setting
up
Email
accounts
on
Microsoft
Exchange
2013
• Replacing
hardware:
hard
drives,
network
cards
• Producing
weekly
reports
using
SQL
report
writer
(generated
by
IBM
AS
400)
imported
to
Excel
spreadsheets
• Providing
basic
training
of
office
personnel.
External
Support
to
Stores
(Robert
Dyas)
• Resolving
database
crashes
on
till
systems
• Identifying
software
and
hardware
problems
which
may
be
resolved
by
dialling
into
the
system
• Communicating
with
end
user
/
logging
support
calls
and
arranging
technical
engineers
to
visit
the
site
• Identifying
training
needs
and
allocating
appropriate
training
REFERENCES
Adam
Wilden
Technical
Support
Manager
Kingston
University
Penrhyn
Road
Kingston
upon
Thames
Surrey
KT1
2EE
E:
a.wilden@kingston.ac.uk
Martin
Holland
Data
Solutions
Manager
Data
Solutions,
Enterprise
Solutions,
IT
Solutions
Kings
College
London
Room
315
26-­‐29
Drury
Lane
London
WC2B
5RL
E:
martin.holland@kcl.ac.uk