Promoted to Midrange Service Manager where I manage Unix, Tandem, I-series and OpenVMS platforms for RBS from a Security, Audit, Risk and Compliance perspective. I also manage and drive Service Improvements across the estate.

• Provide Tier 2 & Tier 3 operational support and incident resolution across the RBS Unix estate which consists of 12k+ servers across AIX, Solaris, Redhat & HPUX.• Problem management - diagnosis, root-cause elimination activity, escalation, tracking and permanent resolution of complex incidents• Maintain a high level of knowledge on the deployment of technologies• Demonstrate ability to take ownership, be accountable and build loyalty in order to deliver service excellence• Assist with the ongoing maintenance of the technical integrity and capacity management of systems• Update standards documentation as necessary• Perform detailed analysis on systems facilities• Focus on innovation & continued improvement in cost and quality of the technology services

Client: ScottishPowerKey Responsibilities:Build & Test Phase:• Deploys newly designed platforms – ensuring conformity to schematics and design concepts provided by the infrastructure technical architects• Maintains and updates technology documentation• Identify and propose improvements to the processes and standards as necessary• Participates in complex projects• Assist in compiling training materials to support operational requirementsOperating Phase:• Provide Tier 2 & Tier 3 operational support and incident resolution for technology/ies of focus• Problem management - diagnosis, root-cause elimination activity , escalation, tracking and permanent resolution of complex incidents• Maintain a high level of knowledge on the deployment of technologies• Demonstrate ability to take ownership, be accountable and build loyalty in order to deliver service excellence• Assist with the ongoing maintenance of the technical integrity and capacity management of systems• Update standards documentation as necessary• Perform detailed analysis on systems facilities• Focus on innovation & continued improvement in cost and quality of the technology services

Client: ScottishPowerKey Responsibilities•Handle and record all service requests via telephone, e-mail and web interface via call logging system Remedy v7•Initial assessment of service request and attempt at resolution and/or escalations to second line or third party support, based on agreed service levels•Monitor and escalate, as required, all service requests according to agreed service levels •Keep users informed on the status of service requests, retaining ownership of the requests until they are closed •Incident Management•Remote access log onto users machine and repair faults, software issues, printer issues, shared drive issues.

Client: ScottishPowerKey Responsibilities•Handle and record all service requests via telephone, e-mail and web interface via call logging system Remedy v7•Initial assessment of service request and attempt at resolution and/or escalations to second line or third party support, based on agreed service levels•Monitor and escalate, as required, all service requests according to agreed service levels •Keep users informed on the status of service requests, retaining ownership of the requests until they are closed •Incident Management•Remote access log onto users machine and repair faults, software issues, printer issues, shared drive issues.

Client: Thomas Cook\My Travel•Handle and record all service requests via telephone, email and web interface via the call logging system Remedy•Initial assessment of service requests and attempt at resolution and/or escalate to second line or third party support, based on agreed service levels•Provided support for MS Windows XP, MS Office 2003 (Outlook, Word, Excel, Powerpoint) Internet Explorer 6, MS Active Directory and Novel•Monitor and escalate as required all service requests according to agreed service levels and keeping users informed on the status of their request, retaining ownership of the request until they were satisfied•Training new staff when they arrive and continue to provide support,/supervise them throughout their time with the company•Liaising with external companies and 3rd party contractors to resolve problems

Previously employed by M&S on a part time basis for 4 years whilst studying. My main role was to be responsible for customer service and satisfaction. I worked in the produce section and my job involved merchandising stock, monitoring stock levels and also manning the checkouts. I learnt a lot of new skills while working in Marks and Spencer. My communication skills improved greatly as I was dealing with customers on a regular basis. My achievements while I have been at Marks and Spencer have been acknowledged with awards for excellent standards.