An experienced and motivated manager and 2nd line support engineer with excellent technical knowledge of Windows desktop administration, hardware and software deployments and workstation management. I have a proven track record of providing high quality support, successfully trouble-shooting problems and providing cost-effective solutions to meet SLAs and KPIs. Additional skills include the design and production of management reports, mentoring colleagues and communicating well with a diverse user-base. Has significant experience in the finance and defence sectors and was security cleared to DV level.
Introduced new analytical approaches to the team, focussing on Root-Cause-Analysis, enabling better use of resources and improved efficiencies in line with SLAs and KPIs (Secure Government Agency/MOD).
Provided a high quality service to a demanding user-base of 160,000, ensuring that communications were appropriate to users of all levels of IT literacy (HP/EDS/Atlas).
Developed a business case and gained approval for the centralisation of the High Performance team which brought together highly technical staff to solve difficult support issues. The new team and associated culture change led to the doubling of the first-time-fix rate (HP/EDS/Atlas).
Introduced an improved process for call logging in the 1st line support team, which decreased the time taken to log each call by 75% and improved the number of first-time-fixes by fifty per day (HP/EDS/Atlas).
MS Office 97/2003/2007/2010/2013/365
Windows Server 2003/2008
RADIA Software Manager
Anti-Virus tools: McAfee/Sophos/Norton
Unicenter Remote Control
Desktop Support / Migration Engineer ● DV Cleared
Chris.Kairinos @ gmail.com
LION no IDK/SPAM