I am responsible for monitoring the 2nd Line support for Evolve's customers; progressing issues/requests adhering to the agreed Service Levels (SLA); Support for the Development, Business and Operational requirements of the company; Escalation of issues and requests where resolution falls out with SR responsibility and authority.The Key responsibilities that my role does is update of data within front end application; Data Tracing - Database; Update of Customer Data, bearing in mind GDPR; Control of server services in line with routine maintenance schedules; Preparation of configurable items for the service (e.g. pdf files, images); Applying updates to operations documentation as directed by OSM; Investigation/Progression of 2nd Line requests; Support of 1st Line staff; Escalation of issues/request in line with operational call handling. I am also in charge of collating and presenting the KPI data analysis for our Clients monthly.Experience of using TFS/DevOps/Sharepoint 365/Microsoft Dynamics/OTRS/SQL/Server Management.

1st Line support for all Staff and Students throughout the Campuses of North East Scotland College. Gained significant experience in Microsoft Server 2008R2 .

Employed on pioneering Student Helpdesk. 1st Line Support to all Students at North East Scotland College with their IT concerns ranging from access to emails/blackboard through to refreshing/fixing Students’ Bring Your Own Devices (BYOD). This involved numerous different Operating Systems, not just Windows7. Gained valuable experience at logging and documenting the various calls coming in and escalating them to 2nd Line if required with all the suitable information that they would require. Over the Summer Recess when the Helpdesk was closed, I was very fortunate to be offered a Summer Internship working for RM Education based at Aberdeen College.

Summer Placement working for RM Education at Aberdeen College. Heavily involved in VoIP Rollout and training of staff in VoIP - installing and configuring switches and cabling as well as configuring the phones themselves through Telephony Manager. Was also involved with the Windows7 rollout through College. Gained experience on SCCM and Ghosting machines.

Worked for Driver Hire Agency for one of their Clients, NHS Grampian, in the Distribution Centre at Aberdeen Royal Infirmary, sorting out all the different supplies going out to the various Wards and Health Centres across Grampian, and delivering them efficiently and accurately.

Started as a Graduate Trainee Manager at the store in Inverness. Promoted first to Perth then back to Inverness and then down to Salisbury before I became Store Manager of the newly created store in Aberdeen in October 2007.As the Store Manager, starting from scratch, I was responsible for the development of store, sales and staff with a view to maximising overall profitability. I was ultimately responsible for all sales and customer service within the store. I ensured that the store maintained a welcoming atmosphere for customers, maximising every sales opportunity using all available channels and resources, and ensuring the successful growth of the store. In this, I obtained great B2B experience as well as the normal retail side. I also conducted and spoke at wine tastings for a number of groups including The Society of Advocates and Tenovus Grampian.

I worked for J.Sainsbury’s for 5 years. During that time I progressed to the position of Team Leader in both the Nightshift and the Warehouse departments at their Garthdee, Aberdeen, store. While in the Nightshift department I had overall responsibility for the entire store outwith opening hours. I had responsibility for shelf layout, allocating team resources, coaching more junior staff, safety performance of the department and stock waste minimization. During my time in the Warehouse department as well as the skills i attained in Nightshift I had responsibility to ensure all stock coming into store was accurate and distributed to the correct departments. I also became the Departmental HSE representative.