Seth Kneller
366a Kingsland Road, London, E8 4DN
020 3519 8548 / 07874 682468
seth@autismisanotherworld.com
An experienced and confident IT support technician with a successful career history in 1 st and 2nd line roles.
 Team player who has worked on high profile contracts including London 2012 Olympics.
 Able to deal with difficult and demanding customers.
 Quick thinking and able to work on own initiative.
Now looking for the opportunity to build on existing experience and gain new skills within IT.
Systems
Microsoft Windows Server 2012, 2008, 2003
Active directory
iOS/Android/Mobile Device Management (MDM)
Finance/Bloomberg Support
Microsoft Exchange 2010
Citrix XenApp, VMware ESXi
Backup Exec/Netbackup, Tape Library systems
Windows 7, XP and Office 2010/2013
Feb 14 – Sept 14
eSecLending Europe Ltd, London
IT Support Analyst (Contract)
In this role for a UK/US securities lending company, I am providing 1st line desktop
support for a group of 16 traders and finance professionals. My duties include:
 Supporting Microsoft Excel 2003/2010, 4Sight and Bloomberg users including a
number of essential plugins: Markit Toolkit and SQL*XL with connections to
Oracle Databases.
 Advising Management on the suitability of existing equipment and making
recommendations for new purchases.
 Setup and support for Dell Desktop and Laptop Hardware.
 Migration of staff, including Traders to Windows 7, including the creation of WIM
images to speed up deployment.
 Supporting users during the change to Windows 7 and Office 2010.
 Setup and support for MobileIron and RSA Tokens on iPhones and Android.
 Dealing with printer queries, toner/drum changes and ensuring stock of toner is
maintained.
Oct 13 – Jan 14
Royal College of General Practitioners, London
2nd Line ICT Technician (Contract)
In this role my duties were split between dealing with general IT queries from college
staff (both desk-side support and remote support for 10 satellite sites) and back of
house duties for 30 Euston Square (a hotel and conference venue that is owned by the
RCGP, but hired out to 3rd parties). I was part of a team of 8 technicians who covered
various areas of the operation. My main responsibilities included:
 Dealing with support tickets using Service Desk Plus and accounting for time
spent dealing with that query in the ticket. Raising new tickets from phone calls
and in person support requests.
 Dealing with staff support queries arising from problems with Citrix XenApp 5,
using Netbooks as thin clients.
 Setting up new hardware – Dell desktops and laptops, rebuilds using images and
from scratch.
 Queries from Mac users including rebuilding Mac’s from scratch with MacOS 10.6.
 Dealing with Safecom Print Management system, including setting up new users
 Troubleshooting printing problems (HP Laserjet), both on-site and remotely.
 Setting up RSA tokens for remote users and troubleshooting Citrix web gateway.
 Asset management including updating an asset database when items were issued
to staff and ensuring items were returned.
 Daily checks to Windows 2003/2008 R2 servers including monitoring critical
webservers, antivirus and Exchange 2010. Checking server/switch rooms for
problems.
 Active Directory Administration including dealing with new starters, leavers and
changes as per in house checklists.
 Exchange 2010 Administration using Microsoft PowerShell to automate tasks and
compile reports on mailbox size, etc.
 Backups and Restores to over 150 virtual servers using Symantec Netbackup.
 Cisco Call Manager and Unity Voicemail administration including setting up new
users, extensions and DDI’s, setting up new phones from scratch. Setting up call
pickup groups and soft-keys on 7965 phones.
Seth Kneller
366a Kingsland Road, London, E8 4DN
020 3519 8548 / 07874 682468
seth@autismisanotherworld.com
Continued…
Visits to external data centres to perform hardware checks and replace disks in
NetApp SAN array.
In addition to this I was required to help setup facilities for 3rd parties and
guests to the building and give support, including:

Patching network sockets, including using Fluke LinkRunner to check VLAN
configuration and IP addresses, to ensure that 3rd parties could not access the
college LAN.
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Dealing with queries from hotel guests with TV facilities which used IPTV to
provide standard TV channels to hotel rooms.
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Setting up and supporting laptops loaned to 3rd parties including imaging 25 new
laptops from scratch.
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Providing limited support to guests and 3rd parties on their own hardware, when
using network facilities provided by 30 Euston Square.
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I feel that in this role I learned a lot of new skills, particularly around Cisco Telephony
and Exchange 2010. I felt that I was working very professional environment where
there were processes and procedures to follow.
Jan 13 – Sept 13
Addaction (Drugs & Alcohol Charity), London
Lead IT Technician (Contract)
In this very varied role I took on many aspects of Systems Administration and IT
Support. Initially answering calls and emails on a busy helpdesk, I became involved in
a large project to centralize and migrate IT systems to a hosted desktop platform
outsourced to a third party. However in the meantime many existing systems were
required to be kept online as the project was done step by step over 9 months. The
systems I was responsible for included:
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Windows 2003 and Exchange 2003 Active Directory infrastructure including 15+
on-site servers spread all over the UK using HP server hardware.
A four-server Citrix XenApp farm in use by over 500 staff, connected from Wyse
Terminals.
Virtualized servers on VMWare ESXi.
Supporting Printers HP/Sharp/Ricoh remotely, including guiding setup of new
machines.
Use of “Richmond ServiceDesk” Service Management tool.
A lot of the existing server hardware was very old and for my work in keeping this
going and helping with the migration project I received a ‘Staff Award’ for my
attention to detail, good customer service and ability to speak to people about
technical subjects in a non-technical way.
After the completion of the migration project, I became responsible for some of the
“clean up” work, including:
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Decommissioning of servers and old hardware.
Intensive troubleshooting of existing Active Directory to remove servers that
were not replicating and other issues.
Ensuring that all data that was required to be migrated was available to staff
on the new systems and due-diligence backup.
I also dealt with:
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Testing and setting up Mobile Iron on Samsung Android & Nokia Windows Phone
Devices and writing user documentation.
Setup of new Mac Pro for Graphic Designer, installation of software and support
with cross platform network.
Troubleshooting problems on newly implemented MPLS WAN and checking Cisco
IOS router configuration.
Reporting problems from remote sites to 3rd parties, whilst keeping everyone
informed.
I learnt a lot of new skills in this contract and it was really a case of doing as much as
possible to keep staff working, keep systems running and keep the migration on
schedule.
Seth Kneller
366a Kingsland Road, London, E8 4DN
020 3519 8548 / 07874 682468
seth@autismisanotherworld.com
Sept 12 – Dec 12
Looking for work.
Apr 12 – Sept 12
Acer Olympic Operations, London
Desktop Technician (Contract)
In this role I was involved in setting up and supporting PC hardware for the Olympic
and Paralympic Games, this included:
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Unboxing and setting up PC Hardware.
Imaging and re-imaging machines from Microsoft SCCM.
Participating in test scenarios prior to the Games.
Desktop support for Windows 7 during the Games.
Disconnection and packing up of Equipment after the Games.
Feb 12 – Apr 12
Break between contracts.
Oct 11 – Jan 12
Everest Home Improvements Ltd, Hertfordshire
IT Support Analyst (Contract)
Part of a small team providing remote support to 1,000 staff in offices around the UK
and home-based salespeople/surveyors.
Providing predominately remote support for: Windows XP, Lotus Notes/Domino,
Blackberry Enterprise Server, Backup Exec, VPN & Networking. General Systems
Administration on Windows 2003 Server, Active Directory, Linux and HP-UX. Installing
Windows from Images on Laptops and Desktops. Use of “TrackIt” Service Management
tool.
Apr 11 – Oct 11
Looking for work.
Dec 10 – Apr 11
Recovering from illness – hospitalized for pneumonia for 1 month.
Aug 10 – Nov 10
Samvo Entertainment Ltd, London
Systems Administrator
In this role for an Internet gambling company I provided 1st line support to users of
Windows 7 and Vista, monitoring and administration of Windows Server 2003/2008 and
supported in house applications using Java/TomCat. Setup and Administration of
Redbox voice recording and Alcatel PBX systems. Support and troubleshooting of inhouse TV distribution system for satellite TV.
May 09 – Aug 10
NorAm Computing Services, Chorley
Remote Administration
Uploading content and managing servers running Windows 2003 Server/IIS6 on a
freelance basis for a local web design firm. 1st line user support and system
configuration including repairs to laptops and networking installations.
Nov 08 – May 09
A2 Management Systems Ltd, Preston
Network Administrator
In this position I was solely responsible for the running of 16 Windows 2003 Servers
running Web (IIS 6), Mail (Mailtraq) and SQL (MS SQL 2005), 1st line user support for
50 users on Windows XP & Windows Mobile devices, registering/transferring domains
and setting up DNS, Research for IT procurement and Network design/configuration.
During the last few months of my time there I oversaw the movement of servers from
Telecity in Manchester to an in-house facility.
Aug – Dec 07
Mitrem Recruitment, Plymouth
Technical Advisor for Acer Computers
Taking calls on the Acer Warranty Support Desk to ascertain the nature of the
customer’s problem and booking in equipment for repair.
Mar – Nov 07
National Autistic Society, South West Region
Public Speaking for Autism Training
Using my experience as an Autistic person to help train professionals from the NHS
about Autism and Asperger Syndrome. Highly commended in feedback from sessions.
Seth Kneller
366a Kingsland Road, London, E8 4DN
020 3519 8548 / 07874 682468
seth@autismisanotherworld.com
May 06 – Apr 07
Adecco Recruitment, Plymouth
Customer Service Advisor for Orange
Taking calls from Pay As You Go customers, including registrations and top ups.
Praised for my good knowledge of the work and good call statistics.
May 02 – Jun 04
Various temporary administration roles for agencies in Southampton.
Jul 01 – May 02
Cable & Wireless plc, Swindon
Systems Administrator – Web Statistics
I worked with the ‘Webtrends’ software to produce graphical statistical reports for
customers. This included setting up scripts to move web log files off of Windows NT,
2000 and Solaris servers and setting up of reports for new customers. When dealing to
customer enquiries I am always efficient and professional in my response.
Dec 1999 – Jul 2000 RMR plc, Oxford
IT Support Officer
In this position I assisted 100+ users on the Windows NT Workstation platform,
including creation of user accounts, installing OS/setting up PC’s and resolution of
technical issues. I also held the position of ‘hostmaster’ looking after the company’s
domain names and transferring domains registered on behalf of other companies.
EDUCATION & QUALIFICATIONS
2011-
The Open University
Working towards BSc Computing and ICT
Pass in: MST121: Using Mathematics (86%), T224: Computers and Processors (84%)
Currently studying: T216: Cisco Networking CCNA.
2007
CompITA
A+ Certification in IT support and PC Hardware/Software
2007
Chartered Institute of Environmental Health
Level 2 Award in Health and Safety in the Workplace
2005 – 2007
University of Plymouth, Devon
Foundation year – Computing/Electronics/Mathematics
INTERESTS
I have my own Linux Virtual Server, which I use to host my email and website:
http://www.autismisanotherworld.com
I am a keen film fan and see at least 2 films per week at the Cinema.
I have an intermediate level amateur radio license, call sign 2E0ZSK.
REFERENCES
Available on request