Curriculum Vitae – Christopher Rafferty
Personal Details
Name: Christopher Rafferty Nationality: British
Address: Lumarden, Tunworth Road, Mapledurwell, Basingstoke, Hants, RG25 2LT
Telephone: Mobile 07886 20 44 91 Email:
Nationality: British
Driving License: Clean
Enthusiastic and versatile, with the ability to use all windows based operating systems and applications effectively. Confident and capable of organising people and projects. Highly motivated, hardworking and self-disciplined worker, with excellent interpersonal skills, particularly strong on the telephone where my abilities are used to identify potential problems and through instruction help colleagues to resolve them. Flexible when approaching timekeeping.
Work History
August 2010 - December 2010
Company: R Twinings and Company Limited
Position: Service Desk Analyst
Role: Service Desk analyst role supporting work colleagues at Andover, Newcastle, offsite offices, London Strand shop and international offices together with home users by e-mail, telephone and in person within SLA.
Proactively monitoring critical processes and resolving issues with them before they impact on the business. Working with the SSC to resolve incidents within SLA and agreed times.
Working with migration project to build and update asset list.
Learning and supporting local LAN infrastructure, IP Telephony with the Avaya system and troubleshooting where needed.
March 2010 – June 2010 & March 2011 – June 2011
Company: Canadean Ltd
Position: Data Analyst
Role: Data analyst role working with researchers from around the world. Checking, processing and validating data submitted by researchers using be-spoke software, along with Excel and Word, to produce reports for clients within the agreed deadlines and quality standards. Testing new processes and tools used within the department to process and check the data.
My role requires effective communication with the researchers to ensure that changes to data are done in a timely manner.
Analysing and spotting trends within the data and querying researchers when irregularities are found with the aim to resolve them.
Liaising with other team members to confirm findings within the data and providing assistance to colleagues as required.
March 2004 - January 2010
Company: TCS UK Ltd (Formerly Getronics)
Position: Senior Support Analyst
Reporting To: Help Desk Manager
Objective: 85% of all technical support calls to be answered within 15 seconds, with the aim to resolve the problem within the first contact, ensuring that the company’s sales agents were able to work effectively.
Role: 1st/2nd line technical role, supporting 35,000 staff around the UK using Windows XP, including home-workers, via email and telephone. The role included support for all Desktop/Laptop/Printers, requiring a broad knowledge of Office 2k3 & 2k7, SAP, Siebel, Citrix and several bespoke systems, as well as troubleshooting hardware problems to ascertain whether an onsite visit was necessary or not. I was given the authority levels that allowed redeployment of software to machines via Altiris when needed. Other responsibilities included the need to create and maintain service calls with HP OpenView therefore managing the incident from creation to resolution to the customer satisfaction, in some cases liaising with other internal support teams.
My role included being involved in various projects to enhance the company’s various internal systems, ensuring that users were given suitable software packages for the role that they performed.
I also trained, managed and monitored new employees within their first few months of employment. As well as quality checking across the entire helpdesk and calculating the stats for each individual colleague, this was in addition to my own work.
Software and technology used:
On a daily basis the role required an in-depth knowledge about key systems as listed below and how to resolve issues when they arose:
· Citrix, Remote Desktop via RDP & Applications accessed via terminal services.
· Cisco VPN using token security provided by RSA.
· Active Directory including the use of OU’s & configuring account permissions.
· Novell SSO (Single Sign-On).
· SAP used for billing, employee management & other financial purposes.
· Siebel 2000 used as CRM database which linked in to other systems.
· SMS Remote, DameWare, Carbon Copy & PC Anywhere for remote support.
Key Successes:
My key successes have been the projects that I have managed, of which three I am particularly proud of.
The first project that I worked on was to re-design an internal web page for the helpdesk to use. The main aim was to deliver a help page that was simple, yet had all the necessary help and information required by my fellow helpdesk analysts. I was very pleased by the end result as I managed to include all the features required such as help pages and application links. I am also in charge of maintaining the page. This was a good opportunity to learn how IIS worked within a Windows server environment.
The second project that I was involved in was creating a mobile Triage team. This included identifying the most knowledgeable members of the helpdesk to take turns in assisting other members of our team, with the focus to increase first time fixes across the Helpdesk.
The third project that I was involved in was to create an online service request desk form for our clients to use. My main task was to move away from an excel document to a web-based version to make it easier for employees to use and to track the overall progress of their request.
November 2003 – March 2004
Company: NTL
Position: Data Entry Customer Assistant (temporary contract)
Reporting To: Customer Service Manager
Role: Processing disconnects from the NTL telephone system, this was an OFCOM required exercise which was time critical. This was due to customers having been mis-sold products. We were required to check customer usage using RADIUS so that the billing information was correct.
(100% accuracy was expected – otherwise displeased customers)
Reason for Leaving: Project completed to OFCOM satisfaction
Education
Higher: Dates:
University: Huddersfield Course: HNC MULTIMEDIA 1999 – 2003
This included:
Foundation Mathematics and Statistics, Business & It, Web Information Design and Programming, Computer Operations And Networks, Multimedia Delivery Systems, Authoring Of Interactive Media, Telematics and Interface Design, Image Capture and Design, 3D Modelling and Animation, Digital Video, Relational Database
During the second year at university I was offered a placement at IAHR as a Web Developer initially in Delft,
The Netherlands. I was then asked to move to Madrid, Spain. I was the first person to go and had the
responsibility of ensuring a smooth change over of the Website, and make certain that the computers and
network would be operational upon the arrival of the other staff.
My main role was to manage, update and maintain the IAHR website as well as providing technical support for
the Secretariat.
I also developed and implemented the online store for IAHR. This then allowed organisations and the public to be able to purchase subscriptions to the products provided by IAHR much more easily. This has now been developed further to provide a wider range of services such as software and one off publications.
Secondary / Further:
Salesian College, Farnborough 1992 - 1999
Studied Computing and Business Studies at A-Level
7 GCSE’s Including English & Maths
Interests & Hobbies
I am a keen computer enthusiast and have built several computers from scratch, I enjoy researching all the components and placing them all together to see the finished result. As well as building computers I like to partake in on line games and take pleasure in interacting and developing friendships with other people from around the world and formulating strategies to overcome obstacles in the game. I love to spend time at the weekends going driving and swimming and I also like to do outdoor activities such as skiing, cycling, climbing and abseiling.
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