Critique my CV please
Discussion
Yes, it's another one of these threads but I need this done.
I've got to a stage where I can no longer work in call centres as my health is being severely affected and my current place don't care. I'd rather keep my health to be honest (who wouldn't?) so need a new job closer to home and also off the phones and with no weekend/late work is what I'm after. I haven't been this picky about a job before and would like to be able to stay at a new place for a number of years if I get the type of role I'm after.
I've been doing measly 1st and 2nd line support up till know (with a few other jobs that kept me afloat) but I really want to get into Desktop Support Engineer roles to keep me active and my mind ticking. I'm not even sure I have the necessary skills, although I do have the drive.
So, below is my CV. Critique away.
TotalControl
TotalControl Drive, TotalControlshire
Mobile: xxxxx xxx xxx Email: totalcontrol@gmx.com
Personal Profile
A strong, adaptable and composed individual with extensive experience within Customer Services and Computing sector. Able to work tactfully with people of all kinds, particularly under pressure. Excellent verbal and written communication with a keen eye for detail. Previous work experience in meeting deadlines and working effectively with a team or using own initiative to reach set targets. Willing to undergo any further training necessary to enhance his career prospects to become a valuable asset.
Employment History
Broadband Company Technical Support Advisor Nov 10 – Present
Provide business and domestic 1st /2nd line in/outbound telephone, email and remote support
Take ownership of calls, supporting Broadband, Landline, VOIP, Mobile phones/broadband and Home Networks
Installation and troubleshooting of Broadband hardware and line via BT Woosh/Opal/TalkTalk
Liaise with business partners to raise and escalate faults, such as BT Openreach and T-Mobile
Activate and set up mobile phone services and email for handsets such as Blackberry, iPhone and Android
Alarm Company Technical Support Advisor Sept 10 – Nov 10
Dealt with Mobile Telecommunications, Insurance alarm systems and Data logging
Ensured communication stability via GSM, GPRS and PSTN, liaised with Vodafone to enable roaming
Supervised engineers via phone and remotely, also advised on best practices/installations for radio signals
Enabled roaming facilities, forwarded surveillance and product reports for Alarm and insurance companies to file
Wholesale Company Technical Member Supervisor June 09 – Aug 10
Supported members with purchases of goods (hardware/software) and training them on correct use
Ensured a weekly and monthly audit was carried out with financial losses/write-offs recorded
Training front end staff on basic PC support
Auction Company Technical support July 08 – June 09
Supporting clients with auction and bidding sites, completing issues within 10 minutes, responding via email/phone
Ensuring clients’ web browsers are updated and correct software/ add-ons are installed for compatibility
Maintain site and troubleshoot errors on the network also notifying other colleagues of issues and/or updates
Internet access Company Technical Support Oct 07 – Nov 07
Supported business clients nationally with cabled and wifi Internet access via phone and remotely
Was the point of call if any installation in the clients business had functional issues
Checked whole network for issues before confirming troubleshooting steps
Took ownership of cases until completion or escalation required, usual case would take 45 minutes
Resolved issues with Routers, Gateways, Access Points & laptop dongles
Assigned engineers to sites affected by loss of internet access that could not be solved remotely
Bespoke AutoCAD Company Technical Support Apr 07 – Sept 07
Supported clients nationwide providing telephone technical support using Lotus Notes
SLA’s usually completed within the hour. Data alteration took a few days at most
Maintained client databases by using LogMeIn remote sessions to determine issues
Edited bespoke file codes to suit clients needs with data and software bases
Administered office PC’s to maintain alongside software used in conjunction with clients
Completed email spam checks and case tickets using Lotus Notes software provided
Dealt with backups with own office/clients PC’s and Informed of any deficiencies with the network system
BT Broadband support company Internet Technical Agent Jan 07 – Mar 07
Supported clients’ nationwide providing unique technical support
Responsible for logging and solving technical issues with BT broadband
Used BT ECO Wholesale software for case completion and escalation to BT Openreach
Where the case could not be resolved, or external entities require their level of influence I was required to escalate to the furthermost support team needed
Restaurant Support IT Technician July 06 – Jan 07
Technical support to over 1400 clients nationwide and logged cases with 15 minute SLA’s
Used VNC viewer to initialise and implement downloads as well as pinging networking entities
Ensured stock value inventory added up at the end of each night, giving the total profit and loss amounts
Independent Engineer Company Installation Engineer / Supervisor July 05 – July 06
Ensured the correct delivery, fitting and function of all products while working towards a deadline
Dealt with both business and domestic installations from the beginning to the completion
Followed health and safety guidelines to ensure no hazards were created by Installation engineers
Helped customers establish their desired equipment installation locations
Visited client sites and set up cabling alongside connection of products
Managed own workload as well as making sure other engineers performed correct installations
Maintained networks with use of coaxial and ethernet cabling
Notified engineers and management of any complaints due to incorrect installations
Installed additional telephone points at customer premises if required
Reports of installations completed written with confirmation from customers
Company that sells computers Computer Technician Aug 02 – Sept 05
Job roles were to book and complete PC repairs & upgrades, then notifying customers
Demonstrated different technologies to customers
Gave Digital Camera tutorials, Mobile phone and network communication advice
Key Skills
Computer skills include: Windows Operating systems, OSX, Linux Ubuntu, Linux Mint, Android, MS Word, Excel, Outlook, Remote Access software. Initialization Anti-Virus and Firewall
Excellent customer services, empathy and rapport skills face to face and over the phone
Experience of building, repairing, upgrading and maintaining systems in domestic environments
In possession of a full, clean UK drivers licence
Education
Currently studying for ITIL 2011 Foundation
Learn Direct ECDL (European Computer Drivers License) for MS Office
London University Banking Finance and Management with International Finance (short courses)
Midlands College 4 A Levels - Maths, ICT, Economics, Business Studies
Grammar School Educated to secondary standards
11 A- C GCSE’s Including Maths, English and Science
References available from current employer: xxxx (Supervisor) and xxxx (Senior Advisor).
I've got to a stage where I can no longer work in call centres as my health is being severely affected and my current place don't care. I'd rather keep my health to be honest (who wouldn't?) so need a new job closer to home and also off the phones and with no weekend/late work is what I'm after. I haven't been this picky about a job before and would like to be able to stay at a new place for a number of years if I get the type of role I'm after.
I've been doing measly 1st and 2nd line support up till know (with a few other jobs that kept me afloat) but I really want to get into Desktop Support Engineer roles to keep me active and my mind ticking. I'm not even sure I have the necessary skills, although I do have the drive.
So, below is my CV. Critique away.
TotalControl
TotalControl Drive, TotalControlshire
Mobile: xxxxx xxx xxx Email: totalcontrol@gmx.com
Personal Profile
A strong, adaptable and composed individual with extensive experience within Customer Services and Computing sector. Able to work tactfully with people of all kinds, particularly under pressure. Excellent verbal and written communication with a keen eye for detail. Previous work experience in meeting deadlines and working effectively with a team or using own initiative to reach set targets. Willing to undergo any further training necessary to enhance his career prospects to become a valuable asset.
Employment History
Broadband Company Technical Support Advisor Nov 10 – Present
Provide business and domestic 1st /2nd line in/outbound telephone, email and remote support
Take ownership of calls, supporting Broadband, Landline, VOIP, Mobile phones/broadband and Home Networks
Installation and troubleshooting of Broadband hardware and line via BT Woosh/Opal/TalkTalk
Liaise with business partners to raise and escalate faults, such as BT Openreach and T-Mobile
Activate and set up mobile phone services and email for handsets such as Blackberry, iPhone and Android
Alarm Company Technical Support Advisor Sept 10 – Nov 10
Dealt with Mobile Telecommunications, Insurance alarm systems and Data logging
Ensured communication stability via GSM, GPRS and PSTN, liaised with Vodafone to enable roaming
Supervised engineers via phone and remotely, also advised on best practices/installations for radio signals
Enabled roaming facilities, forwarded surveillance and product reports for Alarm and insurance companies to file
Wholesale Company Technical Member Supervisor June 09 – Aug 10
Supported members with purchases of goods (hardware/software) and training them on correct use
Ensured a weekly and monthly audit was carried out with financial losses/write-offs recorded
Training front end staff on basic PC support
Auction Company Technical support July 08 – June 09
Supporting clients with auction and bidding sites, completing issues within 10 minutes, responding via email/phone
Ensuring clients’ web browsers are updated and correct software/ add-ons are installed for compatibility
Maintain site and troubleshoot errors on the network also notifying other colleagues of issues and/or updates
Internet access Company Technical Support Oct 07 – Nov 07
Supported business clients nationally with cabled and wifi Internet access via phone and remotely
Was the point of call if any installation in the clients business had functional issues
Checked whole network for issues before confirming troubleshooting steps
Took ownership of cases until completion or escalation required, usual case would take 45 minutes
Resolved issues with Routers, Gateways, Access Points & laptop dongles
Assigned engineers to sites affected by loss of internet access that could not be solved remotely
Bespoke AutoCAD Company Technical Support Apr 07 – Sept 07
Supported clients nationwide providing telephone technical support using Lotus Notes
SLA’s usually completed within the hour. Data alteration took a few days at most
Maintained client databases by using LogMeIn remote sessions to determine issues
Edited bespoke file codes to suit clients needs with data and software bases
Administered office PC’s to maintain alongside software used in conjunction with clients
Completed email spam checks and case tickets using Lotus Notes software provided
Dealt with backups with own office/clients PC’s and Informed of any deficiencies with the network system
BT Broadband support company Internet Technical Agent Jan 07 – Mar 07
Supported clients’ nationwide providing unique technical support
Responsible for logging and solving technical issues with BT broadband
Used BT ECO Wholesale software for case completion and escalation to BT Openreach
Where the case could not be resolved, or external entities require their level of influence I was required to escalate to the furthermost support team needed
Restaurant Support IT Technician July 06 – Jan 07
Technical support to over 1400 clients nationwide and logged cases with 15 minute SLA’s
Used VNC viewer to initialise and implement downloads as well as pinging networking entities
Ensured stock value inventory added up at the end of each night, giving the total profit and loss amounts
Independent Engineer Company Installation Engineer / Supervisor July 05 – July 06
Ensured the correct delivery, fitting and function of all products while working towards a deadline
Dealt with both business and domestic installations from the beginning to the completion
Followed health and safety guidelines to ensure no hazards were created by Installation engineers
Helped customers establish their desired equipment installation locations
Visited client sites and set up cabling alongside connection of products
Managed own workload as well as making sure other engineers performed correct installations
Maintained networks with use of coaxial and ethernet cabling
Notified engineers and management of any complaints due to incorrect installations
Installed additional telephone points at customer premises if required
Reports of installations completed written with confirmation from customers
Company that sells computers Computer Technician Aug 02 – Sept 05
Job roles were to book and complete PC repairs & upgrades, then notifying customers
Demonstrated different technologies to customers
Gave Digital Camera tutorials, Mobile phone and network communication advice
Key Skills
Computer skills include: Windows Operating systems, OSX, Linux Ubuntu, Linux Mint, Android, MS Word, Excel, Outlook, Remote Access software. Initialization Anti-Virus and Firewall
Excellent customer services, empathy and rapport skills face to face and over the phone
Experience of building, repairing, upgrading and maintaining systems in domestic environments
In possession of a full, clean UK drivers licence
Education
Currently studying for ITIL 2011 Foundation
Learn Direct ECDL (European Computer Drivers License) for MS Office
London University Banking Finance and Management with International Finance (short courses)
Midlands College 4 A Levels - Maths, ICT, Economics, Business Studies
Grammar School Educated to secondary standards
11 A- C GCSE’s Including Maths, English and Science
References available from current employer: xxxx (Supervisor) and xxxx (Senior Advisor).
My first couple of thoughts...
1) You're telling me precise detail about what you handled at each place, but not much in achievements.
2) You have moved around a LOT.
If it were me, I'd try to knock it down to the last 3 roles or so you've had and bullet point the important items that make you valuable.
Your personal statement at the top perhaps needs to be concise in telling a prospective employer what they're getting. They might not want someone who considers themselves in need of training to become a valuable asset.
1) You're telling me precise detail about what you handled at each place, but not much in achievements.
2) You have moved around a LOT.
If it were me, I'd try to knock it down to the last 3 roles or so you've had and bullet point the important items that make you valuable.
Your personal statement at the top perhaps needs to be concise in telling a prospective employer what they're getting. They might not want someone who considers themselves in need of training to become a valuable asset.
Put the jobs in that cover the last 3/5 years, for the shorter job forget to bold the job title it's there if anyone reads it but at first scan it's one less job. Or put in key achievements were all the jobs agency or permanent as a month or two at places looks bad unless they were temporary roles.
I copied and pasted your CV in to Word and it came to 4 sides (font 12); 2 sides too many I am afraid. You have followed a typical CV format that lists jobs and tasks, but is not outcomes focussed; I need to know what value you're going to bring to my business.
I picked out your opening paragraph (the most important part of the CV) and deliberately picked it apart to highlight the challenges of writing something that has impact, makes sense and is truthful:
A strong [how strong? I benched 120KG at my last competition, came first in my weight category], adaptable [have you evidenced this adaptability in your CV; is it obvious where it is?] and composed [is composure a necessary trait in your industry?] individual with extensive experience within Customer Services and Computing sector. Able to work tactfully with people of all kinds [do you mean race, creed, religion or intelligence?], particularly under pressure. Excellent verbal and written communication with a keen eye for detail. Previous work experience in meeting deadlines and working effectively with [-in?] a team or using own initiative to reach set targets [reaching set targets kept you in a your current job…exceeding targets means I may be interested in you]. Willing to undergo any further training [so I have to pay to train you too!] necessary to enhance his career prospects to become [so you’re not one now, I’m not interested then] a valuable asset.
That's just a tiny bit of feedback that I hope you find helpful. I can of course spend up to 4 hours with clients preparing their CV to be the best it can be and to give them the best chance of success in what is a very challenging market, so this is by necessity just a snapshot of what could do with reviewing.
Good luck!
I picked out your opening paragraph (the most important part of the CV) and deliberately picked it apart to highlight the challenges of writing something that has impact, makes sense and is truthful:
A strong [how strong? I benched 120KG at my last competition, came first in my weight category], adaptable [have you evidenced this adaptability in your CV; is it obvious where it is?] and composed [is composure a necessary trait in your industry?] individual with extensive experience within Customer Services and Computing sector. Able to work tactfully with people of all kinds [do you mean race, creed, religion or intelligence?], particularly under pressure. Excellent verbal and written communication with a keen eye for detail. Previous work experience in meeting deadlines and working effectively with [-in?] a team or using own initiative to reach set targets [reaching set targets kept you in a your current job…exceeding targets means I may be interested in you]. Willing to undergo any further training [so I have to pay to train you too!] necessary to enhance his career prospects to become [so you’re not one now, I’m not interested then] a valuable asset.
That's just a tiny bit of feedback that I hope you find helpful. I can of course spend up to 4 hours with clients preparing their CV to be the best it can be and to give them the best chance of success in what is a very challenging market, so this is by necessity just a snapshot of what could do with reviewing.
Good luck!
The variety of jobs in 2007 is a bit of a concern - I assume they were fixed term? If so it's probably best to make that clear on the CV.
I'm not a fan of those "personal statement" paragraphs - IMO the place for that information is on the covering letter, so that it can be tailored properly for the vacancy, especially where you want to move into a slightly different field.
I'm not a fan of those "personal statement" paragraphs - IMO the place for that information is on the covering letter, so that it can be tailored properly for the vacancy, especially where you want to move into a slightly different field.
Sorry if this seems a bit harsh, but I would have canned the C.V. when I read the first line of the personal profile. You have committed the cardinal sin of attributing traits to yourself, that should only be attributed to you by others. It's like when people describe themselves as an entrepreneur, or say they have entrepreneurial spirit. If they think they have / are, you can bet your b
ks to a barn dance no one else does.
ks to a barn dance no one else does.10 jobs in 10 years? Why do you keep moving? Think you need to answer that before you start looking for another job.
Also when you move do you actually research the firm? Layout etc? Don't move for the sake of moving. You really do need to work for more than 3 naneseconds at one firm. Try nearer 3 years.
I've seen worse.... Saw one CV. Poor bloke went through 30 jobs in 15 years!
Also when you move do you actually research the firm? Layout etc? Don't move for the sake of moving. You really do need to work for more than 3 naneseconds at one firm. Try nearer 3 years.
I've seen worse.... Saw one CV. Poor bloke went through 30 jobs in 15 years!
Edited by Sir Bagalot on Sunday 16th September 21:29
I'm home now so can answer slightly better.
I did move around a lot in 2007. Mainly because I haven't had the best of luck and needed to take jobs to keep up payments etc.
Alarm Company, Bespoke AutoCAD Company and BT Broadband support company were all redundancies. If they didn't occur then I would have been more than happy to stay at BT Broadband support company if they hadn't have overstaffed so much. This would have been a good number of years as the company was quite local to myself.
Wholesale Company was really for me to still be earning, albeit little, but enough to pay my bills till something better came along.
I would love to only put the last 3-5 years worth of work on my CV but some of the other roles I have had match a majority of vacancies that I seem to see, hence why they are on. I may be wrong about this though but how would one put one role down, miss a few roles, then put another one below it? Surely the interviewer/recruitment agent will ask?
I'll admit, finding a job is hard work and no easy task, especially for someone like myself who has pretty generic skills. I just feel I get penalised for personal circumstances during my short term roles.
In regards to the font size Rog, thanks for pointing that out but I assure you I used size 11 in Calibri via LibreOffice. BTW, thanks for going over it, I know it wouldn't have been right for me to email you again.
The personal statement was one that was done by a 'professional' (so he said) which is why I haven't really changed it much. I have taken everything on board and will change and post it shortly.
I did move around a lot in 2007. Mainly because I haven't had the best of luck and needed to take jobs to keep up payments etc.
Alarm Company, Bespoke AutoCAD Company and BT Broadband support company were all redundancies. If they didn't occur then I would have been more than happy to stay at BT Broadband support company if they hadn't have overstaffed so much. This would have been a good number of years as the company was quite local to myself.
Wholesale Company was really for me to still be earning, albeit little, but enough to pay my bills till something better came along.
I would love to only put the last 3-5 years worth of work on my CV but some of the other roles I have had match a majority of vacancies that I seem to see, hence why they are on. I may be wrong about this though but how would one put one role down, miss a few roles, then put another one below it? Surely the interviewer/recruitment agent will ask?
I'll admit, finding a job is hard work and no easy task, especially for someone like myself who has pretty generic skills. I just feel I get penalised for personal circumstances during my short term roles.
In regards to the font size Rog, thanks for pointing that out but I assure you I used size 11 in Calibri via LibreOffice. BTW, thanks for going over it, I know it wouldn't have been right for me to email you again.
The personal statement was one that was done by a 'professional' (so he said) which is why I haven't really changed it much. I have taken everything on board and will change and post it shortly.
TotalControl said:
I'm home now so can answer slightly better.
I did move around a lot in 2007. Mainly because I haven't had the best of luck and needed to take jobs to keep up payments etc.
Alarm Company, Bespoke AutoCAD Company and BT Broadband support company were all redundancies. If they didn't occur then I would have been more than happy to stay at BT Broadband support company if they hadn't have overstaffed so much. This would have been a good number of years as the company was quite local to myself.
Wholesale Company was really for me to still be earning, albeit little, but enough to pay my bills till something better came along.
I would love to only put the last 3-5 years worth of work on my CV but some of the other roles I have had match a majority of vacancies that I seem to see, hence why they are on. I may be wrong about this though but how would one put one role down, miss a few roles, then put another one below it? Surely the interviewer/recruitment agent will ask?
I'll admit, finding a job is hard work and no easy task, especially for someone like myself who has pretty generic skills. I just feel I get penalised for personal circumstances during my short term roles.
In regards to the font size Rog, thanks for pointing that out but I assure you I used size 11 in Calibri via LibreOffice. BTW, thanks for going over it, I know it wouldn't have been right for me to email you again.
The personal statement was one that was done by a 'professional' (so he said) which is why I haven't really changed it much. I have taken everything on board and will change and post it shortly.
What about the rogue apostrophe? I did move around a lot in 2007. Mainly because I haven't had the best of luck and needed to take jobs to keep up payments etc.
Alarm Company, Bespoke AutoCAD Company and BT Broadband support company were all redundancies. If they didn't occur then I would have been more than happy to stay at BT Broadband support company if they hadn't have overstaffed so much. This would have been a good number of years as the company was quite local to myself.
Wholesale Company was really for me to still be earning, albeit little, but enough to pay my bills till something better came along.
I would love to only put the last 3-5 years worth of work on my CV but some of the other roles I have had match a majority of vacancies that I seem to see, hence why they are on. I may be wrong about this though but how would one put one role down, miss a few roles, then put another one below it? Surely the interviewer/recruitment agent will ask?
I'll admit, finding a job is hard work and no easy task, especially for someone like myself who has pretty generic skills. I just feel I get penalised for personal circumstances during my short term roles.
In regards to the font size Rog, thanks for pointing that out but I assure you I used size 11 in Calibri via LibreOffice. BTW, thanks for going over it, I know it wouldn't have been right for me to email you again.
The personal statement was one that was done by a 'professional' (so he said) which is why I haven't really changed it much. I have taken everything on board and will change and post it shortly.
Arial used. Looking a bit better already as I'm getting rid of clutter and nonsense.
And the rogue apostrophe is gone too.
And the rogue apostrophe is gone too.
TotalControl said:
I would love to only put the last 3-5 years worth of work on my CV but some of the other roles I have had match a majority of vacancies that I seem to see, hence why they are on. I may be wrong about this though but how would one put one role down, miss a few roles, then put another one below it? Surely the interviewer/recruitment agent will ask?
Just to bring this back up. How does one go about this?Edited by TotalControl on Monday 17th September 00:33
Second draft. Hopefully this is a little better. Arial size 11/10. The formatting may be off slightly, but this happens when I edit the test within the reply box on here. Company name is on the left, position in the middle and dates on the right.
TotalControl
TotalControl Drive, TotalControlshire
Mobile: xxxxx xxx xxx Email: totalcontrol@gmx.com
Personal Profile
An individual with extensive experience within Customer Services and Computing sector. Well developed Technical Support skills combined with a flexible attitude towards work. Get on well with people at all levels, making good working relationships with ease. Strong organisational skills in a variety of situations to achieve deadlines. Excellent verbal and written communication with a keen eye for detail. Adaptable and quick to learn new skills.
Employment History
Broadband Company Technical Support Advisor Nov 10 – Present
Provide business and domestic 1st /2nd line in/outbound telephone, email and remote support
Take ownership of calls, supporting Broadband, Landline, VOIP, Mobile phones/broadband and Home Networks
Installation and troubleshooting of Broadband hardware and line via BT Woosh/Opal/TalkTalk
Liaise with business partners to raise and escalate faults, such as BT Openreach and T-Mobile
Activate and set up mobile phone services and email for handsets such as Blackberry, iPhone and Android
Alarm Company Technical Support Advisor (temp contract) Sept 10 – Nov 10
Dealt with Mobile Telecommunications, Insurance alarm systems and Data logging
Ensured communication stability via GSM, GPRS and PSTN, liaised with Vodafone to enable roaming
Supervised engineers via phone and remotely, also advised on best practices/installations for radio signals
Enabled roaming facilities, forwarded surveillance and product reports for Alarm and insurance companies to file
Wholesale Company Technical Member Supervisor June 09 – Aug 10
Supported members with purchases of goods (hardware/software) and training them on correct use
Ensured a weekly and monthly audit was carried out with financial losses/write-offs recorded
Training front end staff on basic PC support
Auction Company Operations IT Technical support July 08 – June 09
Supporting clients with auction and bidding sites, completing issues within 10 minutes, responding via email/phone
Ensuring clients’ web browsers are updated and correct software/ add-ons are installed for compatibility
Maintain site and troubleshoot errors on the network also notifying other colleagues of issues and/or updates
Internet access Company IT Technical Support (temp contract) Oct 07 – Nov 07
Supported business clients nationally with cabled and wifi Internet access via phone and remotely
Was the point of call if any installation in the clients business had functional issues
Checked whole network for issues before confirming troubleshooting steps
Took ownership of cases until completion or escalation required, usual case would take 45 minutes
Resolved issues with Routers, Gateways, Access Points & laptop dongles
Assigned engineers to sites affected by loss of internet access that could not be solved remotely
Bespoke AutoCAD Company Technical Support (temp contract) Apr 07 – Sept 07
Supported clients nationwide providing telephone technical support using Lotus Notes
SLA’s usually completed within the hour. Data alteration took a few days at most
Maintained client databases by using LogMeIn remote sessions to determine issues
Edited bespoke file codes to suit clients needs with data and software bases
Administered office PC’s to maintain alongside software used in conjunction with clients
Completed email spam checks and case tickets using Lotus Notes software provided
Dealt with backups with own office/clients PC’s and Informed of any deficiencies with the network system
BT Broadband support company Internet Technical Agent (temp contract) Jan 07 – Mar 07
Supported clients’ nationwide providing unique technical support
Responsible for logging and solving technical issues with BT broadband
Used BT ECO Wholesale software for case completion and escalation to BT Openreach
Where the case could not be resolved, or external entities require their level of influence I was required to escalate to the furthermost support team needed
Restaurant Support Company IT Technician July 06 – Jan 07
Technical support to over 1400 clients nationwide and logged cases with 15 minute SLA’s
Used VNC viewer to initialise and implement downloads as well as pinging networking entities
Ensured stock value inventory added up at the end of each night, giving the total profit and loss amounts
Independent Engineer Company Installation Engineer / Supervisor July 05 – July 06
Ensured the correct delivery, fitting and function of all products while working towards a deadline
Dealt with both business and domestic installations from the beginning to the completion
Followed health and safety guidelines to ensure no hazards were created by Installation engineers
Helped customers establish their desired equipment installation locations
Visited client sites and set up cabling alongside connection of products
Managed own workload as well as making sure other engineers performed correct installations
Maintained networks with use of coaxial and ethernet cabling
Notified engineers and management of any complaints due to incorrect installations
Installed additional telephone points at customer premises if required
Reports of installations completed written with confirmation from customers
Key Skills
Computer skills include: Windows Operating systems, OSX, Linux, Android, MS Office, Outlook, Remote Access software. Initialization Anti-Virus and Firewall
Excellent customer services, empathy and rapport skills face to face and over the phone
Experience of building, repairing, upgrading and maintaining systems in domestic environments
In possession of a full, clean UK drivers licence
Fluent in Urdu/Hindi
Education
Currently studying for ITIL 2011 Foundation
Learn Direct ECDL (European Computer Drivers License) for MS Office
City University Banking Finance and Management with International Finance
Loughborough College 4 A Levels - Maths, ICT, Economics, Business Studies
Watford Grammar School Educated to secondary standards
11 A- C GCSEs Including Maths, English and Science
References available upon request.
TotalControl
TotalControl Drive, TotalControlshire
Mobile: xxxxx xxx xxx Email: totalcontrol@gmx.com
Personal Profile
An individual with extensive experience within Customer Services and Computing sector. Well developed Technical Support skills combined with a flexible attitude towards work. Get on well with people at all levels, making good working relationships with ease. Strong organisational skills in a variety of situations to achieve deadlines. Excellent verbal and written communication with a keen eye for detail. Adaptable and quick to learn new skills.
Employment History
Broadband Company Technical Support Advisor Nov 10 – Present
Provide business and domestic 1st /2nd line in/outbound telephone, email and remote support
Take ownership of calls, supporting Broadband, Landline, VOIP, Mobile phones/broadband and Home Networks
Installation and troubleshooting of Broadband hardware and line via BT Woosh/Opal/TalkTalk
Liaise with business partners to raise and escalate faults, such as BT Openreach and T-Mobile
Activate and set up mobile phone services and email for handsets such as Blackberry, iPhone and Android
Alarm Company Technical Support Advisor (temp contract) Sept 10 – Nov 10
Dealt with Mobile Telecommunications, Insurance alarm systems and Data logging
Ensured communication stability via GSM, GPRS and PSTN, liaised with Vodafone to enable roaming
Supervised engineers via phone and remotely, also advised on best practices/installations for radio signals
Enabled roaming facilities, forwarded surveillance and product reports for Alarm and insurance companies to file
Wholesale Company Technical Member Supervisor June 09 – Aug 10
Supported members with purchases of goods (hardware/software) and training them on correct use
Ensured a weekly and monthly audit was carried out with financial losses/write-offs recorded
Training front end staff on basic PC support
Auction Company Operations IT Technical support July 08 – June 09
Supporting clients with auction and bidding sites, completing issues within 10 minutes, responding via email/phone
Ensuring clients’ web browsers are updated and correct software/ add-ons are installed for compatibility
Maintain site and troubleshoot errors on the network also notifying other colleagues of issues and/or updates
Internet access Company IT Technical Support (temp contract) Oct 07 – Nov 07
Supported business clients nationally with cabled and wifi Internet access via phone and remotely
Was the point of call if any installation in the clients business had functional issues
Checked whole network for issues before confirming troubleshooting steps
Took ownership of cases until completion or escalation required, usual case would take 45 minutes
Resolved issues with Routers, Gateways, Access Points & laptop dongles
Assigned engineers to sites affected by loss of internet access that could not be solved remotely
Bespoke AutoCAD Company Technical Support (temp contract) Apr 07 – Sept 07
Supported clients nationwide providing telephone technical support using Lotus Notes
SLA’s usually completed within the hour. Data alteration took a few days at most
Maintained client databases by using LogMeIn remote sessions to determine issues
Edited bespoke file codes to suit clients needs with data and software bases
Administered office PC’s to maintain alongside software used in conjunction with clients
Completed email spam checks and case tickets using Lotus Notes software provided
Dealt with backups with own office/clients PC’s and Informed of any deficiencies with the network system
BT Broadband support company Internet Technical Agent (temp contract) Jan 07 – Mar 07
Supported clients’ nationwide providing unique technical support
Responsible for logging and solving technical issues with BT broadband
Used BT ECO Wholesale software for case completion and escalation to BT Openreach
Where the case could not be resolved, or external entities require their level of influence I was required to escalate to the furthermost support team needed
Restaurant Support Company IT Technician July 06 – Jan 07
Technical support to over 1400 clients nationwide and logged cases with 15 minute SLA’s
Used VNC viewer to initialise and implement downloads as well as pinging networking entities
Ensured stock value inventory added up at the end of each night, giving the total profit and loss amounts
Independent Engineer Company Installation Engineer / Supervisor July 05 – July 06
Ensured the correct delivery, fitting and function of all products while working towards a deadline
Dealt with both business and domestic installations from the beginning to the completion
Followed health and safety guidelines to ensure no hazards were created by Installation engineers
Helped customers establish their desired equipment installation locations
Visited client sites and set up cabling alongside connection of products
Managed own workload as well as making sure other engineers performed correct installations
Maintained networks with use of coaxial and ethernet cabling
Notified engineers and management of any complaints due to incorrect installations
Installed additional telephone points at customer premises if required
Reports of installations completed written with confirmation from customers
Key Skills
Computer skills include: Windows Operating systems, OSX, Linux, Android, MS Office, Outlook, Remote Access software. Initialization Anti-Virus and Firewall
Excellent customer services, empathy and rapport skills face to face and over the phone
Experience of building, repairing, upgrading and maintaining systems in domestic environments
In possession of a full, clean UK drivers licence
Fluent in Urdu/Hindi
Education
Currently studying for ITIL 2011 Foundation
Learn Direct ECDL (European Computer Drivers License) for MS Office
City University Banking Finance and Management with International Finance
Loughborough College 4 A Levels - Maths, ICT, Economics, Business Studies
Watford Grammar School Educated to secondary standards
11 A- C GCSEs Including Maths, English and Science
References available upon request.
3 immediate points from me.
1. Ignore those that say 4 pages is too long. The old rule of 2 sides of A4 only applies if the CV is very wordy. 4 sides it fine as long as:
a) it is easy to read
b) the important stuff comes first
2. You've listed a lot of what you were responsible for, but no achievements. On my CV under each role I list Responsibilities and Achievements as separate sub-sections. Everyone that has done your role before will have had the same responsibilities, not everyone will have achieved what you have. This makes you stand out from the crowd.
3. When I'm reviewing CVs (for IT Consultants primarily), I look for something that shows an aptitude or "spark". We interview programmers primarily, and recently graduates. I didn't care so much what degree these people had, but those that had built an online system used for their parent's company in their spare time caught my eye. It showed me that they weren't just capable but enjoyed what they did. Might be worth thinking about.
Hope that helps.
1. Ignore those that say 4 pages is too long. The old rule of 2 sides of A4 only applies if the CV is very wordy. 4 sides it fine as long as:
a) it is easy to read
b) the important stuff comes first
2. You've listed a lot of what you were responsible for, but no achievements. On my CV under each role I list Responsibilities and Achievements as separate sub-sections. Everyone that has done your role before will have had the same responsibilities, not everyone will have achieved what you have. This makes you stand out from the crowd.
3. When I'm reviewing CVs (for IT Consultants primarily), I look for something that shows an aptitude or "spark". We interview programmers primarily, and recently graduates. I didn't care so much what degree these people had, but those that had built an online system used for their parent's company in their spare time caught my eye. It showed me that they weren't just capable but enjoyed what they did. Might be worth thinking about.
Hope that helps.
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