Ian Lamont Email & Phone Number

Manchester, England, United Kingdom

Greater Manchester, England, United Kingdom

as a software support engineer, I was responsible for creating and managing problem tickets using reports extracted from external sources and crafted using Excel. They pinpointed critical areas of concern and collaborated with support teams to prioritize tickets. I also managed change requests from clients, ensuring accurate product categories and proper escalation procedures were created. I provided assistance to the support desk by addressing inquiries related to support or knowledge issues. I was recommended by senior colleagues to oversee a key client that was brought onboard and was tasked to handle any concerns that arose.

Bolton, England, United Kingdom

I took on the responsibility of managing IT helpdesk tickets at Marlborough and gained a comprehensive understanding of the company's systems. They oversaw preventive maintenance activities, policy and procedure manuals, asset management, training new employees, finalizing accounts for departing staff, and engaging in various projects. I streamlined processes by implementing new procedures and introducing a "New Starter/Leaver Tracker" to improve efficiency. This ensured that devices were always accessible for colleagues and that company equipment never ran out. I helped with the closure of several company sites and established new office spaces, providing workstations with multiple screens and docking stations. I identified employees who were using personal devices to access company data and set up a reporting system to prevent unauthorized access to company data. I also helped implement the Intune project to ensure that any employee accessing data from personal devices would receive a notification to install Intune. This strategy significantly contributed to the department's success in passing annual external SOC & CASS audits and achieving compliance with Cyber Essentials.

Greater Manchester, England, United Kingdom

During my tenure as an analyst, I advanced to the role of Knowledge & Network SME where I oversaw the development and dissemination of knowledge in these specific areas, in addition to revamping all training procedures. I spearheaded the initiative to design reports & dashboards for the backline staff, guaranteeing that tickets never exceeded SLA’s and were appropriately allocated to the right teams. As a component of this effort, I introduced digital backline checklists to ensure timely completion of daily tasks. Previously paper-based, the transition to digital was imperative due to the surge in remote work resulting from the COVID pandemic.In my capacity as a Knowledge SME, I developed a knowledge dashboard containing various reports to equip colleagues with essential information, enabling them to fulfil their needs and uphold departmental Knowledge Articles. Notably, the stores department stood out as the sole unit to successfully transition all PDGs into SNOW knowledge articles without any articles expiring.I played a key role in Project SWIFT, overseeing the transition of the company's network from BT to Telefonica. This migration was one of the largest in Europe at the time. My responsibilities included assisting with the upgrade of the switches and access points within JS stores, implementing technologies like ClearPass and Aruba Central.As part of the C4 analyst role I oversaw the supervision of junior staff members. I developed CLQs (Call Logging Quality checks) to evaluate the performance of each team member on a weekly basis, pinpointing any issues and offering feedback and guidance as needed.I also developed the store's scorecard to provide colleagues with a clear overview of their performance in relation to targets. Additionally, I conducted training sessions and provided upskilling opportunities to colleagues as needed.

Greater Manchester, England, United Kingdom

While working as a Junior analyst, I enhanced my skills as a support team member, assuming additional duties to advance to the position of IT analyst in just 6 months.I was appointed as the secondary Knowledge Subject Matter Expert, overseeing more than 600 PDGs and assigned the task of transforming these documents from SharePoint into ServiceNow Knowledge articles. Despite our department having the largest volume of articles, we successfully completed this project ahead of all other departments and before the designated completion date.Additionally, I reorganized the training modules for IT systems within petrol stations, enhancing the onboarding process for new employees.

Ashton-Under-Lyne, England, United Kingdom

Throughout my role, I oversaw shift coverage, colleague training, and warehouse organization. I created "Floor Plans" detailing product storage locations for each department and outlined warehouse and yard management procedures. Additionally, I formulated a warehouse checklist to guarantee timely completion of daily tasks and proper handover of responsibilities to the next colleague. By working closely with department Managers, I established a machine rota to enhance other department colleague skills in machinery maintenance and cleanliness, fostering a culture of ownership and accountability for store/warehouse duties to uphold standards and cleanliness.