thomas lennon
Ambitious and driven professional with an excellent knowledge of Information technologies. Currently working at British Telecom as System Support Analyst/Incident Management- Openreach.
| Headline: | Startup Member |
| Website: | http://www.witterontwitter.blogspot.com |
| Skills: | HTML / CSS, PHP, SQL, Web Development |
| Location: | Liverpool |
| Interested in: | Finding team mates, Meeting new people, Professional opportunities, Recruiting for my startup |
WORK EXPERIENCE
| Employer: | British Telecom |
| Position: | System Support Analyst/Incident Management- Openreach |
| Time period: | October 2007 - Present |
| Description: | Openreach is a leading telecommunication support department within British Telecom. I began as a system support analyst handling inbound internal calls from numerous telecommunications companies. During my time at Openreach I have advanced onto incident management department which involves tracking and progression of system incidents and making sure the SLA’s are met in order to seek quick resolution for the client. I have been seconded to training and in-house development and management of the integral/external communications website which is crucial to informing companies of faults or maintenance of the outsourced software.
Duties Included: • Handling inbound calls • Trouble shooting software and raising incidents for further diagnosis • Tracking and escalation of incidents and liaising with second/third line support • Administration of internal and external customer accounts • Maintaining and further development of the integral communications website • Seconded to training and supervising new employees • Collating monthly call handling statistics and grade of service. • Fully knowledgeable in Novell , citrix systems, as400, clarify, windows xp/vista/ME/2000/98 • Proficient in MS Outlook/ exchange, outlook express. Word/excel • Ensure SLA’s and KPI’s are met to the satisfaction of the clients |
| Employer: | Digital Ibiza – Spain |
| Position: | Web designer and developer |
| Time period: | April 2004 - September 2007 |
| Description: | Working for one of the biggest commercial websites in Ibiza I was employed to design the websites for the numerous bars and restaurants. Dealing with customers on a one to one basis and designing and developing alongside the employers to their specifications.
Duties Included: • Developing and designing customers websites • Designing banners and logos for the companies. • Using latest web tools to provide effective websites • Using own initiative and entrusted to work on my own without support. • Securing new business for the company and ensuring that they are informed at every step of the creation process • Fully knowledgeable in CSS, HTML, XML, SEO, andWC3 • Proficient in Dreamweaver MX and photoshop CS3 |
| Employer: | Virgin Media |
| Position: | Internet Technical Support |
| Time period: | December 1998 - March 2004 |
| Description: | Virgin media is one of the biggest providers of internet providers in the country. My role included trouble shooting connections both stand alone and networked. Configuration of Outlook and MS Outlook. Escalating case for second line solution and solving problems first time round.
Duties Included: • Call Handling and providing internet technical support • Escalating issues that could not be solved first time to second line • Administration of customers email and login accounts • Trouble shooting and Configuration of firewalls and Security software • Secondment to supervising new employees on the department • Handling seeking solutions for inbound customer emails • Dealing with escalations when necessary in a supervisory role |
INFORMATION
| Hobbies: | I have a keen interest and broad spectrum of activities in Music. I play guitar .I enjoy most forms of media have a keen interest in new web and internet developments, film and photography.I am currently a reviewer and photographer for www.guestlistmusic.com. I am also currently studying PHP and MYSQL to advance my knowledge. |
