Jonathan Pickett

Versatile, hard-working, pro-active, and always looking for a challenge. Multiple skills enhanced by years working in the IT sector, including customer service, and strong MS Office experience. Retraining onto different systems and bespoke software packages has never been an issue, having done so many times in the past. Able to work to deadlines and enjoy seeing projects to the end. Equally able to work independently as well as part of a team. Excellent troubleshooting, and support skills.

Stadium Tour Host - Wembley Stadium / The Football Association

(2022-09)

• Stadium Tour Guide: Escorting groups of up to 40 guests around the stadium. Ensuring the tour is safe, appropriate and entertaining as well as informative.
• VIP Tour Guide: Taking small groups of 2-5 guests around the stadium on a more personalized tour experience.
• Meet and Greet: Engaging with guests when they arrive at the stadium and explaining how the tour will work and answering any initial questions the guests may have.
• Green Screens Photos Attendant: Help customers to take souvenir photos on the stadium's green screen system. Retail support in printing and selling photos.
• Customer Support: Helping customers with accessibility issues around the stadium. Answering guests queries and troubleshooting any issues that arise.
• Matchday Tour Guide: On Match Days, taking groups of up to 20 people on short tours including walking around the pitch to see the teams warming up. Extra care needs to be taken on these tours as there are higher security concerns due to proximity to the pitch, players and opposition fans.

Customer Engagement Team (Casual) - Wembley Stadium / The Football Association

(2023-03 - 2024-01)

Engaging with customers when they arrive at Wembley for events, both inside and outside the stadium. Dealing with all inquiries, complaints and accessibility issues as they arise.

Casual Leisure Attendant - Middlesex FA Rectory Park Football Centre

(2021-11 - 2022-03)

• Front of house/Reception/Customer Service.
• Set up 3G football pitches for clients.
• Ensure all areas of the venue, including the pitches, are clean and tidy and fit for purpose.
• Dealing with customer enquirers, both in person and on the phone.

Unemployed - Job Seeking

(2020-01 - 2021-11)

Sabbatical (Break from IT contracting) - Self-Employed

(2019-07 - 2020-01)

Self Employed: Contracted - Lloyds Banking Group

(2018-02 - 2019-07)

Various contracts with Lloyds including:

Citrix Migration Analyst (Contractor) - Lloyds Banking Group

(2019-01 - 2019-07)

SQL Analyst (Contractor) - Lloyds Banking Group

(2018-07 - 2019-01)

Data Analyst (Contractor) - Lloyds Banking Group

(2018-02 - 2018-05)

Technical Consultant - CCS IT Solutions

(2016-08 - 2017-11)

Continuing project for Lloyds Banking Group. Technical Lead for a User Migration project (WinXP to Win7) for over 10,000 users across several domains. Create and maintain extensive documentation for the migration project.

Technical Consultant - Enable Consulting Ltd

(2014-06 - 2016-08)

Technical Lead for User Migration Project - Lloyds Banking Group

(2015-07 - 2016-08)

Project for Lloyds Banking Group. Technical Lead for a User Migration project (WinXP to Win7) for over 110,000 users across several domains. Create and maintain extensive documentation for the migration project.

Technical Support - GMAC

(2014-06 - 2015-07)

Project for GMAC. Technical Support for a domain separation and WinXP to Win7 migration project for over 3500 users/workstations across 20+ countries and 30+ branches including user and workstation AD data collection and analysis.

Technical Lead - HP Enterprise Services

(2012-01 - 2014-06)

Technical Lead on a User Migration Project for ALCATEL-LUCENT UK.

Business Consultant - ALCATEL-LUCENT UK

(2011-07 - 2012-01)

Business Consultant on a Migration Project for ALCATEL-LUCENT UK.

Service Information Developer Support - HP Enterprise Services / ALCATEL-LUCENT UK

(2008-01 - 2011-07)

• Designed, created, and implemented a domain and mail migration process for over 4500 users/workstations across 20 countries.
• Provided Level 3 Technical Support for OSS Engineers in 20 countries throughout the duration of the migration.
• Trained local support teams in troubleshooting methods and process support.
• Created support and troubleshooting documentation for the whole process.
• Designed, created and maintained an online (Wiki) instance of a 400+ page IT Engineering Procedures document used by 200+ OSS engineers globally supporting 80,000 end users.
• Created online support documentation for the Wiki.
• Specialist Support for technical and business issues.
• Change Control Champion/Technician.
• SMS / SCCM support.
• PC Imaging and refresh Process Development.
• Data Discovery (SQL/MS Excel/VBS/Quest Reporter) Collected, collated, and analyzed data from an array of sources for internal and external reports.

Infrastructure Specialist (Contractor) - HP Enterprise Services

(2006-07 - 2008-01)

Contracted to GMAC.

• Designed, implemented, and maintained a migration procedure for 3000+ PCs from Windows 2000 to Windows XP.
• Designed, implemented, and maintained an internal web site for the monitoring of workstations and installed applications.
• 3rd Line Support for technical and business issues.

VIP Systems Support Engineer (Contractor) - EDS (UK) Ltd

(2006-01 - 2006-07)

Contracted to GMAC. Day to day 2nd line support for onsite VIPs. 3rd line support for other users.

Computer Supervisor - Royal Sovereign Ltd

(1989-06 - 2005-09)

Stationery and Fine Arts Wholesale/Day to day IT operations and support

GCSE 'A' Level