Service Desk Engineer responsible for providing 1st and 2nd line IT technical support to business users, maintaining existing systems to agreed service levels and configuring systems to meet business needs.Excellent customer service skills and the ability to communicate clearly and confidently to users.• Provide 2nd line technical support and advice.• Troubleshoot, diagnose and resolve incidents at the first point of contact, or by escalating incidents to our service partner.• Be accountable to the business for incidents, maintaining ownership of the original incident, providing timely updates to users and ensuring incidents are given the correct level of priority and attention.• Be an active participant and sometimes take the lead in project deliverables.Skills & Knowledge• Previous experience of working within a fast-paced, contact centre environment that encompasses Windows Server, Windows Clients, Citrix/VDI, Microsoft Office and cloud/bespoke applications.• Good understanding of networking and VOIP telephony platforms.• Working knowledge of AD, Group policy, Exchange, scripting and remote tools.• Working knowledge of incident and change management.• Excellent troubleshooting skills in standard Microsoft Office applications.• Proactive and has a strong sense of urgency and a commitment to follow through.• Ability to listen effectively, to diagnose a user’s problem and find an appropriate solution.• Excellent communication and presentation skills.• Innovative thinker who is positive, proactive and readily embraces change.• Ability to manage relationships at all levels of the business.• Ability to prioritise workload to achieve deadlines.• Self-motivated.• Multi-site and remote worker support experience.

IT Service Desk professional experienced in 1st and 2nd line support for clients with global reach. Duties & Responsibilities:-• Technical knowledge of Windows Desktops and Laptops, MS Office, Outlook,• Troubleshooting Networking issues, Printers, and Smartphones • Hands on Administration of Active Directory • Use windows Event Log for troubleshooting system and application issues • Apply OS and software images onto new machines • diagnosing faults, checking event logs, comfortable with creating or recreating mail profiles, using admin credentials remotely (run as) in a support environment. Understanding of Windows local Profiles

As part of the IS Team at SEPA my role is to provide prompt 2nd Line & some 3rd Line support from telephone, intranet helpdesk and email requests. Call logging average 1300 + calls a month regional. Helpdesk requests are raised mainly through the SEPA Helpdesk Portal, calls are then handled by 2 first line Assistant IS Analysts who will attempt too resolve calls within SLA.If the call requires further investigation at 2nd line the more experienced support Analysts should be able to own the ticket and resolve the call quickly and efficiently as possible within the SLA, updating the customer at all times until completion.Daily Tasks: Quest ActiveRoles Server Administration, IRC\RDP\VPN Support, Administration, Managing and Maintaining a Microsoft Windows 2003/2008 and Virtual Environment MS Exchange 2003/2010 Administration, Cisco VOIP Telephony, MS Office 2003\2007\2010 as well as 350 3rd party software apps. Troubleshoot TCP/IP, DNS, DHCP LANs\WANs. Deploy systems using usb secure build imaging to all current system users. Asset Management, provide HP Warranty Support for Server Workstations and Mobile Laptops, Administer Support and Configure Network Canon MFP’s.Due to the nature of the role I am required to work on a rota basis to ensure the service desk is covered between the hours of 9.00am and 17:00pm Monday to Friday. On call out of hours IS support rota 7 days 1 in 6

I was a part of a small ICT team providing 24/7 technical support in desktop hardware, software and associated peripherals in a multi-site environment. Broadband infrastructure beyond the office was my main task at first. I came up with a solution and provided documentary evidence that BT MobileXpress Professional or Remote VPN (MX Platform) would meet the business requirements in providing mobile employees with secure, convenient access to our business applications.I attended BT's MobileXpress System Administration training at BT's HQ London, I was involved in purchasing configuration installation and supporting the product for 2 years. Other tasks undertaken was support of the client's network, phone system and email, as well as backup and recovery of syestem information. 1st line IT support I would raise tickets from email and telephone requests from all areas of the business. I would take ownership of 1st line tickets which I would attempt to resolve as quickly and efficiently as possible using FAQ's as well as trained knowledge of Microsoft and other software products. In all tasks such as daily backups, MacAfee virus software updates, software licenses, audit logs, disk checks, Asset Register and Warranty Checks. I am also proficient using and supporting, Active Roles, Microsoft Exchange administration, , Guest WiFi and remote access administration for RSA On Demand SecureID. If the call requires further investigation at 2nd line support I have the experience to undertake the ticket allocated to the 2nd line Analyst having the skillset to match the customer request. Calls are constantly monitored using the latest Helpdesk Software updating the customer at all times until completion.

Supporting all desktop IT Services including desktop PCs, laptops, and office printing. Duties:Meeting customers face to face and handling & prioritising 1st line support problems through Royal Blue helpdesk ticketing software. Analysing user support statistics/data and recommending appropriate measures.Answering incoming calls from clients, processing emails and logging calls.Following procedures/check-lists and updating support documentation.Working with Windows servers front and back office applications within a mixed OS environment.Installing and configuring computer systems using different build technologies was another project I undertook as part of th MOD rollout of Windows 2000.Perform routine backups & archival of files to assist with disaster recovery.Working on large scale storage and backup systems Enthusiastic and able to interact with departments and personnel at all levels.Knowledge of Networking (such as TCP/IP switches and routers).Knowledge of installation, troubleshooting and configuration of PCs and software.Ability to work to rigorous deadlines and stay within quoted budgets.Good knowledge of standard computer languages.Undertaking and completing projects on my own initiative.

Compaq\HP IS Support Contractor - Customer Service Support Analyst - 1st/ 2nd line support Novell Administration Windows User Manager for Domain Administration, Lotus CC Mail Administration, Windows XP Windows 2000 OS Support, MS Office , Virtual Client Services, As part of the 2nd level support team I provided remote telephone support to a large user base. Incidents are received from the Service Desk and resolved or transferred to various support teams for further investigation/resolution. The team is required to provide quick resolution of incidents to minimise end user down-time and maximise customer satisfaction. Key responsibilities:1.Progressing end user incidents referred from the Service Desk using approved tools and in compliance with the incident process.2.Telephone contact with end users. 3.Investigating and diagnosing issues. 4.Applying known fixes. 5.Resolving or transferring incidents to the appropriate support teams. 6.Applying timely and accurate updates to assigned Incidents. 7.Tracking SLAs. 8.Identifying incident trends and potential service improvements and communicating them via the appropriate channels. Windows Migration - 2000 - Ghost imaging for current windows rollout throughout the business.Network - DHCP DNS TCP/IP troubleshooting.I have the following competencies.•Previous experience in a 2nd Level support role. •Previous experience in end user support and customer service. •Good Microsoft Office 2000 knowledge. •Good Windows XP 2000 knowledge. •A good listener and articulate communicator. •Good time management. •Willingness to learn and develop IT knowledge. •Ability to analyse issues and identify the best solutions. •Ability to work with other teams to achieve permanent fixes. •HP\Compaq Accredited Technician Certification on Server Workstation Mobile and High-End Printers.•Exposure to Citrix Technologies•Exposure to Windows 2000 Server technologies •Understanding of ITIL processes

HP Senior IT Field Service Support EngineerQuantity: 2 workersContract Period: 6 months Normal Place of Work: Home, site visits to and from Glasgow Edinburgh Highlands & Islands, North East of England and occassional travel to Ireland. Driving license preferred but not essentialProvide desk cover with current Service Desk operations between 08:00 – 17:00 Monday – Friday.Essential Skills, Competences, Experience and Relevant QualificationsExperience of providing excellent enterprise level Customer Service via the telephone and email system. (skills set Windows Desktop, Microsoft Outlook, Telephony, Applications support including Microsoft Office (training will be provided on bespoke applications)Logging Incidents/Requests that are issued to the Service Desk over the phone or via online portalProvide support to resolve incidents or action requests to users working on Microsift and bespoke applications and systems.Maintaining the rapport with Customers by displaying a detailed understanding of their support requirementsMaintain high levels of incident ownership through the incident lifecycle to a satisfactory Customer resolutionProactively manage updates to all parties with Incident/Requests statuses through to resolutionDevelop and maintain communication skills appropriate to the environmentUnderstand and proactively operate the escalations procedureConsistently meet Service Desk (KPI) Key Performance Indicators as set by the Service ManagerCompleting administrative tasks, including checking voicemails, logging and progressing Change Requests and Internal Change processes.

HP Senior IT EngineerI have provided field service technical support to customers, troubleshooting a variety of issues through to resolution working as part of the HP Senior IT Field Service Support team.I provided remote telephone support to a large user base, maintaining high levels of incident ownership through the incident lifecycle to a satisfactory customer resolution. Incidents were received from the Service Desk and resolved or transferred to various support teams for further investigation/resolution. Understand and proactively operate the escalations procedure as I was required to provide quick resolution of incidents to minimise end user down-time and maximise customer satisfaction. Consistently meet Service Desk (KPI) Key Performance Indicators as set by the Service ManagerCompleting administrative tasks, including checking voicemails, logging and progressing Change Requests and Internal Change processes.Normal Place of Work: Home, site visits to and from Glasgow Edinburgh Highlands & Islands, North East of England and occasional travel to Ireland. I ensured that Service Desk operations were handled between 08:00 – 17:00 Monday – Friday.

Digital \ Compaq Senior IT Service EngineerRespond to IT related incidents and service requests, logging and resolving those requests in order to minimise business impact, whilst providing excellent customer service. Support the provision of the IT infrastructure services including desktop applications, local and wide area networks, IT security and telecommunications. Support the planning and implementation of new systems and services in-line with defined service levels and corporate policies. Provide training to users of software and hardware ensuring they maximise their understanding and usage of available technology

IT Consultant

ICT Helpdesk Analyst providing 1st Line technical support for all of DEC ICT users via telephone, email or web. My main responsibilities were to act as the single point contact for all ICT related requests and incident reporting using helpdesk system software, escalation of issues to 2nd line/desktop support, 3rd line support or logging calls with 3rd party vendor support. I had to ensure progression of all incidents and requests meet defined SLA's, also carry out support of all other ICT systems in use by Digital Equipment Corporation . Experience gained working within a busy ICT helpdesk/service desk environment maintaining the highest standards of customer service whilst ensuring the greatest efficiency to the business. I have excellent communication skills and the ability to build and maintain relationships with a wide range of people internally and externally are essential. Knowledge of Windows and Office Software products. I have a broad understanding of basic network support, MS terminal services and LANs, WANs and Internet technologies. Due to the nature of the role I was required to work on a rota basis to ensure the service desk is covered between the hours of 8.00am and 7.30pm Monday to Friday

The Blackridge project drivers included meeting tightened standards for treated effluent with respect to BOD (9mg/l) and ammonia (2mg/l) as well as a first time phosphorus standard (2mg/l based on annual average). To address this, the project scope included the installation of 2 (No.) SAF plants before the secondary filters, and the refurbishment of these secondary filters. The revised process provides carbonaceous treatment through the SAFs to allow the existing secondary filters to provide nitrification. A chemical dosing plant for the addition of caustic soda has been installed to ensure there is sufficient alkalinity for nitrification, after analysis of the treated effluent during the design stage had identified that the impact of the addition of ferric sulphate for phosphorus removal would result in a shortfall.Responsibilities• Plan the delivery of the project at hand.• Manage the day-to-day working, utilisation, implementation and technical consultants engaged on client assignments. From ensuring the correct material turns up before a job, to explaining the work ethics and activities to colleagues.• Report progress on projects by suitable media to sector management, maintain and update project reporting, checkpoints and financial reporting to a high standard.• Develop contacts with senior staff, directors, and other influential staff within each account during the implementation phase.• Co-ordinate required support levels and training.• Produce reports on each project at agreed intervals, and whenever substantive actions are required.• Carrying out risk assessment making sure that all the aims of the project are met, making sure the quality standards are met• Using IT systems to keep track of people and progress• Recruiting specialists and sub-contractors• Monitoring sub-contractors to ensure guidelines are maintained

Completed construction projects by planning, organizing, and controlling projects; completing quality inspections; supervising sub-contractors and staff. Acted as a Crane Controller to undertake all aspects of OTP Duties including Tandem Lifting.To be the Britoil POS on site when required to do so.Undertake walkouts in the planning stage of jobs to agree the machines required for the works..To be the Britoil ALO Co-coordinator on site when required to do so.Responsibilities:Undertook the duties on site as the Crane Controller, the Tandem Lift Crane Controller.On Track Plant Crane / Machine Controller.Attend site walkouts as required to produce adequate plans.Attend white board meetings.Participated in the Divisional Safety Briefing Programme.Undertook the duties on site as TRM Crane Controller.Responsible for all forms of plant delivery and off hires.Maintaining a safe, secure, and healthy work environment by following and enforcing standards and procedures; complying with legal regulations.Qualifications & Requirements•Knowledge of Rules and Regulations, H.A.S.A.W., Group/Line Standards and other appropriate regulations.•Knowledge of Railway Track Renewals using Lifting Equipment.•Knowledge of BS7121.Skills / Abilities•Excellent interpersonal and communication skills.•RRV with lifting attachments including Dozer•PTS, COSS.•POS•Crane Controller •Lloyd's Training Certified Lift planers ticket .•IT SkillsExperience gained from TransManche Link (Cross Channel Link) or TML which was a British-French construction consortium responsible for building the Channel Tunnel under the English Channel between Cheriton in Kent, United Kingdom, and Sangatte in France.

Completed construction projects by planning, organizing, and controlling projects; completing quality inspections; supervising sub-contractors and staff during the Construction of IBM Plant Phase 2

The Channel Tunnel is the longest undersea tunnel in the world: its section under the sea is 38km long. It is actually composed of three tunnels, each 50km long, bored at an average 40m below the sea bed. They link Folkestone (Kent) to Coquelles (Pas-de-Calais). My job was working on the infrastructure desgin and Contruction operations during the building of the 6 Tunnels. The 25,000volts overhead catenary supplies traction power to the shuttles as well as to other trains using the Tunnel, e.g. Eurostar and rail freight trains. The catenary is divided into sections, so that maintenance work can be carried out in stages. Electrical power supplying the tunnels, drainage pumps, lighting and the trains, is provided by substations on each side of the Channel. In the event of loss of power from one side, the entire system can be supplied from the other side.The fixed lighting installations can be switched on from the control Rail Control Centre (RCC) or manually in the tunnels. Various fire-protection and detection systems are installed at points along the length of the tunnels. I Superived the day to day work within the Team as well as setting up a Satellite store for carrying out PAT Testing and Calibration of hand held tools required for the job at hand.Lloyds Certified mobile and Tracked Crane Operations License as well as heavy duty plant machinery License. Banksman \ Slinger Certified.

A Messenger-at-Arms is an officer of the Court of Session which is the supreme civil court in Scotland. A Messenger-at-Arms can travel anywhere in Scotland and can serve documents and enforce court orders of the supreme court.A Sheriff Officer is an officer of the regional civil court. Scotland is geographically divided into six sheriffdoms and 49 local sheriff court districts. Unlike a Messenger-at-Arms, a Sheriff Officer can only operate in the geographical area for which he holds a commission.I joined Jack Lewis and Sons Glasgow in 1981 as an apprentice Sheriff Officer until qualifying as a Sheriff Officer with the firm in 1981. I was also a member of The Society of Messengers-at-Arms and Sheriff Officers during my time with the firm.

1980 - Driver General Labourer worked at Ciba Geigy Glasgow, Longannet Power station, Hunterston power station,Torness,Kincardine, Grangemouth Drax,Ferrybridge Sellafield Power Station, National Coal Board Selby, Celanise Derby, All Refractory & Corrosion Shutdown work carried out.