Curriculum Vitae

1. ROBERT BLACK
31 HIGHMEAD  PLUMSTEAD, LONDON SE18 2DH.  07833 343 806
RABTON.CV@GMAIL.COM
PERSONAL PROFILE
I am a technical minded and dexterous individual, who is punctual, and industrious, adaptable, honest and was a
member of an award winning Service Desk team. I am a good communicator with a proven track record, in many
industries, and can communicate accordingly with customers, colleagues and all levels of Management.
KEY SKILLS
• My main responsibilities include receiving customer’s incidents or queries through the VoIP phone
system, entering the details via the web based call logging system, and providing the customer with a
reference number.
• Owning and managing incidents through to their resolution, or to progress them to the next level
support, within their Service Level Agreement and to the ITIL Framework.
EMPLOYMENT HISTORY:
Capita IT Enterprise Services,
Service Desk Agent,
January 2016 to Present
Current Duties:
• First point of contact for all IT queries
• Provide excellent customer Service to all end users
• Resolve 1st/2nd line issues
• Manage accounts/user IDs
• Managing tickets via calls, emails and Portal
• Receive and record all calls to the Service Desk
• Remote Support
• Manage Incidents and take ownership from start to end within SLA
• Active Directory user management
• Windows Exchange account management
• Maintaining a high resolution rate
• Mobile phone queries
• Keep users informed of the status of their tickets
• Support a large number of users over multiple sites
• Configuration of PCs and Deployment of Software to users.
• Pc-Support (Hardware and Software)
• Disk Encryption Administration
• Printer support
• VPN Support
• Manage Cisco Telephone users
• Support Microsoft Office 2013
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2. • Support Windows 7
EARLIER EMPLOYMENT
Fujitsu Services Limited
IT Support Technician
2005 to 2016
Travel London
Trainee Bus Driver/Operator
2004 to 2005
Greater London Kitchens LTD
Advertisement Distributor
2002 to 2003
London Borough of Hackney via Hays Accountancy Personnel
Temporary Finance Assistant
1998 to 2000
The Royal Bank of Scotland Group PLC
Accounts Assistant, Audit/Reconciliation Clerk
1982 to 1997
TRAINING:
Greenwich Training LTD Woolwich
2003
City & Guilds 7262 Level 2 - Diploma for IT Practitioners (ICT System Support)
CTC Training & Employment LTD Woolwich
2000 to 2001
City & Guilds 7261 - Certificate in Information Technology (PC Repairs & maintenance)
REFERENCES:
Available upon request
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