David Farquharson Email & Phone Number

Glasgow, Scotland, United Kingdom

Sydney Area, Australia

· Managed a national service desk as part of a global team supporting 10 domestic workforce accommodation sites in addition to working an after-hours emergency on call roster with a weekly rotation.· Performance managed a small team of system support analysts.· Regularly proposed cost effective and customer focused solutions for improving existing IT processes and technology.· Ensured effective operational guides to support IT processes were readily available.· Produced custom reporting of the service desk and the overall IT department· Managed relationships with telecommunications providers· Attended global IT management meetings to report on service desk practices and improvement recommendations.· Maintained rosters to ensure coverage for business hours and after-hours shifts.· Primary contact to handle high priority and critical incidents/requests.· Ensured system support analysts were using and maintaining appropriate knowledge management tools.· Managed and adhered to budget expectations for the service desk.· Coordinated the purchase of desktops, laptops, mobile phones, printers, and other IT hardware and peripherals.· Maintained and configured LANDesk service desk, software deployment and reporting tools.· Occasionally travelled to remote domestic sites to offer on-site support and maintain relationships within the company.· Provided 1st – 3rd level support to internal customers including remote support to 10 domestic locations· Obtained quotes and managed invoices for the IT department.· Ensured resolution of all incidents/requests within 90% SLA time.· Constantly considered new ways to improve processes in the current IT environment.· Maintained and updated an effective CMS and KEDB with documentation.· Maintained, updated and deployed effective standard operating environments.

Glasgow, United Kingdom

Lead handover of international reporting system from UK to US.Provided training and documentation to ensure new team were able to continue international reporting operation offsite.

Glasgow, United Kingdom

Role was a continuation of the below with a new company due to business transfer.

Glasgow, United Kingdom

• Provided day to day IT support including networking tasks such as maintenance of multiple servers within the centre.• Providing desk side support to office agents and via phone to work-at-home agents.• Ordering and installation of hardware & software.• Worked with Business Objects, SQL, Avaya, CMS, IEX & eWFM• Developed advanced Excel vba and Windows scripting• Developed reporting tools to analyse and track KPIs.• Responsible for developing & providing a suite of daily, weekly, monthly & adhoc reports to department heads & vice presidents.• Key Point of Contact, responsible for reporting for all international Hilton service centres outside the US. (Cairo, Glasgow, Shanghai, Tokyo, Mexico)

Bachelor'S Degree, Computer Science, First-Class Honours

Higher National Diploma, Software Development, A

Mechanical & Electrical Engineering, Svq2

Dimensional Control 2: Measurement Standards - Intermediate 2 Computing in Engineering 1 - Intermediate 2 Mathematics: Engineering.

Computing, National Certificate

Information Technology 2 - Level 2 Introduction to Computer Hardware: Practitioners - Intermediate 2 Introduction to Computer Software.

Standard Grade

English, Mathematics, Physics, History, French, Music & Drama