Summary

Overview

Work History

Education

Skills

Hobbies and Interests

Timeline

Richard Haydon

Solihull,West Midlands

Summary

Confident Computer Technician with expertise in help desk environments, assisting both employees and customers with technical issues. Over 25 years’ experience, of working in a university higher education environment. Have been nominated twice for staff member of the year. Whilst at college I won student of the year.

Overview

years of professional experience

Work History

IT Technician

Birmingham Newman University

04.2024 - Current

Supporting staff & students with IT Support requirements
Followed technical documentation for accurate installation, maintenance, and repair work
Troubleshoot various incidents related to hardware, networks, and software faults
Use of technologies including Intune, file storage, including cloud-based technologies like Microsoft Teams, Microsoft OneDrive
Carried out new hardware installations and updates, keeping systems functional and secure.
Won awards for my customer service whilst in this role.

IT Technician

Birmingham City University

07.2015 - 04.2018

Providing users with use of laptops and resolving Audio Visual issues in a university environment
Provide first point of contact to staff and students with issues like connecting users onto university Wi-Fi, & account lockouts
Upheld a customer centric approach, focusing on user satisfaction and operation efficiency
Achieved 80% first line fix, in line with the university service agreement.

Service Desk Analyst

Birmingham City University

01.2008 - 01.2015

Helpdesk Operator

01.2003 - 01.2008

Assistant Technologist

01.1999 - 01.2003

Apprentice

01.1997 - 01.1999

Education

ITIL V4 -

Quanta

Installing & implementing Windows 2019, 2016, 2012 -

Quanta

Introduction to ASP.NET -

Birmingham City University

Supporting members in a windows environment -

Birmingham City University

Implementing and Administrating a Microsoft Windows network infrastructure (MCSA) -

Birmingham City University

Managing a Microsoft Windows networking environment -

Birmingham City University

HNC Multimedia -

Birmingham City University

Use & Support of Information Technology Level 3 -

Aston ITEC

Using Information Technology Level 2 -

Aston ITEC

BTEC National in Computer Studies -

South Birmingham College

BTEC First in Information Technology -

South Birmingham College

Skills

Good customer service
Good technical skill in desktop, laptop, mobile device, and peripherals
Good technical skill in operating systems
Winner of two awards for staff member of the year and one award for student of the year
Resolving technical escalations from Service Desk, and other support team members

Being able to communicate technical information, to both technical and non-technical individuals
Have a passion for technology
Technical Support
Hardware Installation
Desktop Technical Support

Hobbies and Interests

In my spare time I am an active member of the Ramblers association, and I have also been group, & area chair to other social organizations.

Timeline

IT Technician

Birmingham Newman University

04.2024 - Current

IT Technician

Birmingham City University

07.2015 - 04.2018

Service Desk Analyst

Birmingham City University

01.2008 - 01.2015

Helpdesk Operator

01.2003 - 01.2008

Assistant Technologist

01.1999 - 01.2003

Apprentice

01.1997 - 01.1999

ITIL V4 -

Quanta

Installing & implementing Windows 2019, 2016, 2012 -

Quanta

Introduction to ASP.NET -

Birmingham City University

Supporting members in a windows environment -

Birmingham City University

Implementing and Administrating a Microsoft Windows network infrastructure (MCSA) -

Birmingham City University

Managing a Microsoft Windows networking environment -

Birmingham City University

HNC Multimedia -

Birmingham City University

Use & Support of Information Technology Level 3 -

Aston ITEC

Using Information Technology Level 2 -

Aston ITEC

BTEC National in Computer Studies -

South Birmingham College

BTEC First in Information Technology -

South Birmingham College

Summary

Overview

Work History

IT Technician

IT Technician

Service Desk Analyst

Helpdesk Operator

Assistant Technologist

Apprentice

Education

ITIL V4 -

Installing & implementing Windows 2019, 2016, 2012 -

Introduction to ASP.NET -

Supporting members in a windows environment -

Implementing and Administrating a Microsoft Windows network infrastructure (MCSA) -

Managing a Microsoft Windows networking environment -

HNC Multimedia -

Use & Support of Information Technology Level 3 -

Using Information Technology Level 2 -

BTEC National in Computer Studies -

BTEC First in Information Technology -

Skills

Hobbies and Interests

Timeline

IT Technician

IT Technician

Service Desk Analyst

Helpdesk Operator

Assistant Technologist

Apprentice

ITIL V4 -

Installing & implementing Windows 2019, 2016, 2012 -

Introduction to ASP.NET -

Supporting members in a windows environment -

Implementing and Administrating a Microsoft Windows network infrastructure (MCSA) -

Managing a Microsoft Windows networking environment -

HNC Multimedia -

Use & Support of Information Technology Level 3 -

Using Information Technology Level 2 -

BTEC National in Computer Studies -

BTEC First in Information Technology -

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