PROFILE

Adaptable Masters Graduate with over 8 years experience covering business, industry and academia. Currently Manager of busy helpdesk for City-focused IT company. Continued in critical support role for Internet Service Provider on a part-time basis while studying for MSc in Information Technology. Contributed to novel research in a variety of disciplines within Pharmacology Department of Pharmaceutical company. Provided good technical support for University laboratory.

CAREER DETAILS

1997-present: Customer Services Manager : BusinessNet Ltd

Set up, developing and managing helpdesk as a central point for technical and customer support calls. Publishing statistics of helpdesk calls in a monthly report on company intranet. Implementing and maintainng procedures associated with all DNS administration; responsible for hostmaster services. Interviewing and appointing helpdesk staff. Training new helpdesk staff using Internet resources and original material. Carrying out regular staff appraisals. Company respresentative for ISPA and Nominet steering committee.
Computing: MS FrontPage, BIND, Linux, Windows NT, NetDox (Secure Messaging application)

1996-1997: Technical Support : MSN - The Microsoft Network

Telephone Technical Support for Microsoft's Online Internet Service. Troubleshooting technical problems covering connection to service, access to World Wide Web, email, USENET news and general Internet queries. Microsoft products used - Windows95, Exchange (Windows Messaging), Internet Mail and Internet Explorer.

1995-present: Domain Name Registration :ExNet Systems Ltd

Implementing and maintaining standard procedures for customer account management. Responsible for registration of Internet Domain Names for customers through liaison with the UK Naming Committee (now Nominet UK) and Internic in the United States. Insight into management of small business. Development of organisational, computing and people skills. Helpdesk duties. Contributed book review in Sun UK User the magazine of the Sun UK User Group and gave a presentation on the structure of the Domain Name System at "Connecting to the Internet - Security and Practice" seminar in Malta.

1992-1995: Research Biologist : Syntex Research Centre

Involved in several research programmes working on own initiative and as part of a team. Later work included in research paper published in scientific journal. Acquired a wide range of new techniques in the areas of biochemistry, electrophysiology and in-vitro pharmacology. Regular use of Apple Macintosh computers for data management and literature searches (Medline/ Current Contents).

Organised many successful events as secretary of Sports and Social Club. Responsible First Aider.

1990-1992: Research Technician : University of Edinburgh

Maintained consistent technical services in combination with own research work on bacterial genes. Coordinated the smooth running of undergraduate practical classes to tight schedule and deadlines.

Additional Information

Outside work interests: films, member of local leisure centre gym and reading. Italian language classes.

EDUCATION AND QUALIFICATIONS

1995-1996:	MSc Information Technology - distinction	Queen Mary and Westfield College, University of London
1985-1989	BSc (Hons) Pharmacology Upper Second Class	University of Edinburgh
1979-1985	3 'CSYS' Subjects, 6 'H' Grades, 8 'O' Grades.	Knox Academy

Additional Qualifications and Courses

Sept 1996	SIGS Conferences	Object Expo / Java Expo - Volunteer Helper
Jan 1995	Scotbyte Computers	Excel5 Spreadsheet Training
Dec 1994	Shipley Associates	Scientific Thinking and Writing
June 1994	Gillian Neish Training	"Springboard" Personal Development Course

Computing Skills
C, C++, SQL, HTML, UNIX and Java
MSc project involved adding functionality to an existing indexing tool and was written in Java.

PUBLICATIONS AND PRESENTATIONS