Brian Hendrie Email & Phone Number

Greater Glasgow Area

Logging and monitoring fibre issues for Scottish Power Energy Networks.Work alongside NOC engineers, 2nd and 3rd line on fibre network issues across the UK. Pro-active and re-active support within strict SLAs to ensure any impact is minimal.Shift-based 2 x 12 hour day, 2 x 12 hour night, 4 days off and rotating.Work closely with 3rd party vendors; BT, EE, Vodafone specifically.

Greater Glasgow Area

Second line IT support in the same vein as Razorblue.

Stirling, Scotland, United Kingdom

First line support for 3rd party companies contracted to Razorblue for IT requirements. Fielding emailed requests and incoming phone calls, and carrying out first time fixes where possible, or escalating to and liaising with other teams to find a solution.My role is hybrid with me being predominantly base from home and visiting client sites across different regions to investigate and resolve matters that cannot be fixed remotely. This can entail being given short notice of a site visit, and is a part of the role I very much embrace due to the dynamic nature, and the opportunity to see how our clients work, what they do, and the importance of the service we provide in keeping them functioning.Support Azure, Mimecast, Exchange on-premises, Office 365 and 2016, Active Directory, in primarily Windows 10 environments. Backup systems are also monitored and investigated along with client system alerts and regular checks to ensure the infrastructure is functioning healthily. As this is an MSP there is a lot of diversity in the work that comes in, and I have been exposed to many complicated and unusual issues involving applications that you wouldn’t find under other circumstances. I’ve thrived at and enjoyed these unusual challenges and always given my all to resolve the issues by investigating or working with colleagues due to my pleasant and chatty demeanour I seem to have built a reputation among the client businesses as someone who is efficient, ensures the work is done and followed up, and is very easy to talk to.In my short time I’ve imparted a lot of knowledge I have from previous roles, specifically with Azure and Mimecast which is relatively new to the team.I was promoted into a senior client support role before my initial probation was completed. This allows me to investigate more complex issues.

Glasgow, Scotland, United Kingdom

Support of all client based IT applications across the Microsoft Office environment, Adobe, and other non-specific applications.Control access and user account administration in Active Directory, SCCM, Citrix Director, and log and maintain incidents and requests via Manage Engine ServiceDesk software. Administer Mimecast and Exchange accounts.Very quickly ingrained myself into the DWF way of life by volunteering to attend any site where additional hands were needed, including Cologne, Leeds, Manchester, Birmingham, Belfast and Dublin.Received many DWF recognition awards for putting myself out there and for just providing a very good service with a smile and a sense of humour.Took shared ownership of the technical aspect of the new start process, ensuring user accounts, laptops, mobile phones, softphone accounts, and case management systems were all available for the start date.Headed up and was heavily involved in various projects.Took ownership of the businesses new start process, coordinating the information, system requirements, hardware, and inductions which took place remotely during the height of the pandemic. This involved various meetings with HR and training team, technical managers, and other technicians. Generally, we would be doing around twelve inductions every Monday, but I was sometimes dealing with more than 20. I picked up the overseas inductions in the Middle East, Canada and Chicago.I was the go-to technician for mobile phone issues and was put in charge of various projects for both new start and BAU mobile phone distribution. One project had over 100 iPhone 6s requiring replacement, which involved much co-ordination with the employees, completing the InTune process if required, and ensuring safe transit of the new phone and verified return of the old device.

Glasgow, United Kingdom

Prepare classes in Glasgow, Edinburgh and Aberdeen to deliver all IT related professional training courses.Troubleshoot class workstations and network.Maintain comms room.Provide onsite support for commercial and operational teams' IT needs.

• Analyse and resolve technical PC, laptop and network issues, supporting some 9000 plus PCs and laptops, Blackberry, and 3G Mobile Connect devices dispersed through the entire UK and Europe. • Provide contact with customers and attempt to resolve issues immediately, or within a reasonable timescale, keeping the customer updated with progress. • Maintain a MARVAL job logging system where ticket levels regularly reach over 12000 a month, with my team closing a vast majority of these. • Support Windows XP and Windows 7 operating systems, Microsoft Office 2010 suite, company specific applications such as financing and HR software, and other applications as required. • Administer Active Directory (AD) accounts on domain controllers.• Provision file/print sharing on servers in-line with AD group policy.• Administer Microsoft exchange, and Outlook on host PCs.• Troubleshoot network failures at both user level and wider ranging, and escalating to 3rd line or 3rd party providers if required. Pro-actively monitor these issues to a conclusion ensuring that SLAs are met accordingly by all providers.• Diagnosis of internal issues revolving around potential and actual hardware failures, attempting to prevent data loss and escalating to other resolver groups where required.• Qualified Dell analyst, with access to the Dell FastTrack logging system.• IT Service Desk team Major Incident Manager and deputy business-wide Major Incident Manager, overseeing, monitoring, and progressing issues which can severely affect the businesses ability to deliver a client service. • 3rd line escalation point, progressing incidents that 1st and 2nd line analysts are unable to progress, working closely with other teams to resolve the issues. • Maintain and administer MIMECAST email filtering and archiving. • Assist with project work and deliver solutions to enhance the customer experience.• Provide office management when team leaders are unavailable.

• ICT technician working within the IT and administrative division. • Responsible for 1st line fault diagnosis and repair of hardware and software, and deeper investigation at 2nd line level on a break/fix basis.• Maintained efficiency of computers to ensure that they did not adversely affect education, creating and deploying system images where appropriate, and ensuring the security of the software was not compromised by malicious or illegal data.

• Personnel administrator, responsible for day to day administration of station personnel, allowances, accounting and welfare, and military documentation including sensitive operational material, and the deployment of personnel and squadrons within the UK and overseas. • Served in UK and overseas, including two fighter squadrons, and was decorated for three separate military campaigns in the Middle East.