Theo Cronhelm

• Providing tutorial assistance for the ECDL course at Whitefield College.
• Delivered ECDL training to adult learners through workshops and seminars.
• Created study materials to aid knowledge recall during exams.
• Collaborated closely with lead tutor on syllabus delivery, ensuring consistency across teaching methods.
• Explained complex concepts clearly, simplifying the learning process for students.
• Managed smaller tutorial groups to facilitate personalised attention. and offered one-on-one academic support, ensuring individual improvement goals were met.

• Assisted in preparation of classroom materials to facilitate efficient lessons.
• Managed administrative tasks in the school office using Microsoft Office tools.

• Provided 24/7 technical support for OpenVms/Wintel infrastructure and applications.
• Assisted in managing and maintaining systems proactively.
• Ensured compliance with operational and incident/service request management SLAs/OLAs.
• Administered data security measures for infrastructure.
• Coordinated disaster recovery efforts with business units.
• Documented processes and procedures effectively.
• Collaborated with teams and suppliers on improvement initiatives.
• Minimised technical issues through regular maintenance of server systems.
• Produced reports and data analyses using Word, Excel, and PowerPoint for senior management.

Assisted in analysing data related to IT and application access for third parties and internal staff.

• Utilised Excel for data preparation and analysis from various sources to uphold system security integrity.
• Collaborated with IT teams to ensure post-analysis actions were executed and resolved.
• Completed tasks within specified deadlines.
• Used Microsoft Word, PowerPoint, and Power BI to create procedural and related documentation.
• Supported team members through respectful interactions and a willingness to help.

• Monitored TFL systems and Networks using Dynatrace providing first-line fault fixes and escalation where necessary.
• Created and maintained documentation and implemented site access & management procedures for principal data centre.
• Managed and collaborated if required with internal teams to ensure execution and resolution of user requests. .
• Performed Server installations and copper and fibre optic cable patching within Data Centre.
• Supported major incident management process outside business hours from May 2010 to March 2012.
• Compiled various IT reports using Word, Excel & PowerPoint for internal users and management presentations.

• Provision of 24/7 monitoring and first line support of OpenVMS, UNIX & Wintel infrastructure using industry infrastructure monitoring tools .
• Incident management and collaboration with internal teams and 3rd parties to ensure swift resolution of technical issues and minimise disruption to daily operations.
• Provided Level 1 support for service desk out of hours and incident management if required.
• Completed all scheduled infrastructure batch, backup and data processing to SLA requirements.
• Implemented and collaborated with support teams to deliver disaster recovery and change requirements.
• Constant improvement process alongside procedural document creation and management.
• 
  

• First line support and 24-hour monitoring of UNIX, AS400, Wintel and OpenVMS servers and network protocols.
• Incident management/resolution and provision of incident reports.
• User requests on all infrastructure. .
• Provided out of hours service desk calls with incident management if required .
• Scheduled backup , batch and data processing on all infrastructure.

• System management and first line support on network protocols, OpenVMS, UNIX , Wintel infrastructure.
• Scheduled backup, batch and data processing on all infrastructure in accordance to SLA requirements.
• Incident management and First line support,
• Provisions of Service Reports to internal users and management.
• Actioned user requests on all infrastructure .
• Document creation and management of procedures to ISO9000 requirements.
• Global service desk support and incident management outside of UK business hours.

• Worked flexibly on shift basis to provide 24/7 first support for all IT Infrastructure and Network Protocols
• Troubleshot and diagnosed systems to identify and resolve hardware and software issues.
• Coordinated with other IT teams in planning system and software upgrades
• Assisted in reducing system downtime for improved productivity through systematic troubleshooting.
• Resolved technical issues swiftly to minimise disruption to daily operations.
• Drafted standard operating procedures for system operations.
• Increased system efficiency by conducting regular computer hardware and software maintenance.
• Worked with IT teams to implement and test disaster recovery procedures.
• Worked with Excel to analyse data and produced presentations from subsequent data for management analysis.

• Resolved technical issues swiftly to minimise disruption to daily operations.
• Performed routine checks on computer systems, maintaining optimal functionality.
• Managed user accounts and permissions for secure access controls.
• Provided customer support remotely or onsite as required, solving technical queries efficiently.
• Monitored network performance regularly, ensuring smooth business operations.
• Increased system efficiency by conducting regular computer hardware and software maintenance.
• Installed new hardware, software updates and security patches.
• Coordinated with IT teams to troubleshoot and resolve Infrastructure & network connectivity issues.
• Responded to user queries and issues with timely technical support.

• Provided 24/7 first line support to all Infrastructure, desktop and Network Protocols.
• Prepared computers for data processing schedules.
• Installed new hardware, software updates and security patches.
• Operated computers and data processing equipment in line with established procedures.
• Drafted standard operating procedures for system operations.
• Worked with Word & Excel to analyse data and present to audiences.
• Monitored network performance regularly, ensuring smooth business operations.
• Performed routine checks on computer systems, maintaining optimal functionality.

• Worked flexibly on 24/7 shift basis to provide first line support to all Infrastructure and associated applications.
• Managed user accounts and permissions for secure access controls.
• Scheduled and conducted routine maintenance tasks thus preventing hardware/ software malfunctions and ensuring data security
• Integrated new software and changes to applications to optimise performance.
• Drafted standard operating procedures for system operations.
• Produced presentations from spreadsheet data for management analysis.
• Attended to ad hoc user IT requests.
• Prepared IT Infrastructure for data processing and backups.
• Monitored network performance regularly, ensuring smooth business. operations.
• Troubleshot and diagnosed systems to identify and resolve hardware and software issues.

• Provided first-line support for network protocols across OpenVMS, UNIX, and Wintel infrastructure.
• Managed incidents and delivered service reports to internal users and management.
• Scheduled and executed backup batches and data processing according to SLA requirements.
• Addressed user requests across all infrastructure.
• Created and maintained documentation using MS Office Suite for procedures in compliance with industry standards.
• Delivered first-line internal support and global service desk operations.

• Executed routine checks on computer systems to support optimal functionality.
• Assisted in increasing system efficiency through regular maintenance of computer hardware and software.
• Managed stock allocation for all House of Fraser stores across the UK using bespoke software.
• Facilitated data entry for sales and supported management with data analysis reports.
• Conducted training sessions for staff on new IT protocols to enhance adherence to best practices.
• Collaborated with IT professionals in planning system upgrades and introducing new technologies.

• Assisted in creating and managing documentation using data preparation systems.
• Supported IT team in management of backup processes.
• Facilitated organisation of data entry tasks.