|2018 – Present
Job title: ICT Service Centre Analyst
Skills Development Scotland
2015 – 2018
Job title: ICT Service Desk Analyst
Scottish fire and rescue service
Provide 1st and 2nd line support both remotely and face to face
Dealing with high volume of calls from firefighters, Board members, support staff and 3rd party suppliers.
Microsoft Exchange support and troubleshooting
Remote desktop troubleshooting (Direct Access, VPN, Citrix)
Take ownership of calls which are classed as major incidents and ensure these are dealt with as the highest priority
Ensure incidents are resolved within agreed SLA.
Utilising SCCM/WSUS to ensure machines are kept up to date with latest patches
Supporting and troubleshooting Active Directory
Supporting and troubleshooting Office 365
Develop service desk by training 1st line staff on new technologies
Produce tech articles and videos for training purposes
Utilising and managing servers through HYPER-V
Support mobile phones and iPads.
2013 – 2015 (Rolling 3 month contract)
Job title: 1st Line Support Engineer
RM Education –Belshill, Stratchlyde
Dealing with high volume calls which can peak at 100 per day
Perform first time fixes wherever possible. These include but are not limited to, password resets, profile resets, system restores, website filtering, data restore, server backups and increasing user disk space
Due to nature of business company is fined if calls are not answered and dealt with within allocated time. High pressure environment.
Supporting students and lecturers through active directory
Assisting onsite engineers with network installation during the summer school holidays
Remote support for desktop troubleshooting
Basic network troubleshooting.
Updating customer file in a coherent and easy to read manner to ensure 2nd line are fully briefed on the issue
Speaking with engineers on site to assist in major incidents
Take ownership of calls which are classed as major incidents and ensure these are dealt with as the highest priority.
Assist with second line work during quiet times. Deploying software packages remotely to multiple workstations an example of the most recent work undertaken.
2011-2013- Job title: Technician (whilst full time at college)
Lahm Recycle – Motherwell
PC and laptop repairs
Dealing with customer face to face using relevant fact finding to help diagnose PC or laptop issue
Using recycled PC parts to build new system fit for sale to general public
Troubleshooting to allow repair of PC or laptop from issues ranging from removal of viruses to hardware replacement
Clean removal and install of OS
Dismantling of PC to strip for parts.
Full service backups
2009-2011 – Job title: Helpdesk Advisor
Total PDA – Glasgow
Assist customers with the setting up of a range of newly purchased products such as laptops, sat navs and PDA’s
Assist customers with technical issues on purchased products
Remote desktop support and troubleshooting
Update laptops and sat navs with latest software and or operating system
Assist on the phones with any and all customer service queries
Deal with customers face to face in both a customer service and technical help capacity
Meet and exceed KPI’s relating to calls answered and cases closed
2003-2009- Job title: Sales Advisor
NFU Mutual Direct – Glasgow
Initially involved in outbound campaign selling Retail and Car Insurance
Heavy focus on cross selling with another 12 products on offer.
Massive b2b sales campaign selling Tradesman, Commercial vehicle and Office insurance.
Moved to a new campaign covering both inbound and outbound; selling a total of 14 types of insurance.
Further qualifications gained with both SVQ and GISC.
Involved in recruitment days and member of CII.
2000-2003- Job title: Sales Advisor
Homesafe Insurance– Glasgow
Business to Business sales including Commercial and Domestic Insurance.
Building relationships with clients, both face to face and over the phone
Negotiating fees and terms of business with clients
Building client base from scratch using Yellow Pages and Business Register.
Continually improving knowledge with GISC qualifications