Jack Ormerod Email & Phone Number

United Kingdom

Edinburgh, Scotland, United Kingdom

• Moving to a service focussed and non-technical customer facing role has allowed me to broaden my knowledge and experience giving me a well-rounded skillset that greatly benefits my customers. Being accountable for the.
• End to end management of internal and external customer projects. Create, execute, and update project plans based on input from all stakeholders.
• Work closely with internal and external stakeholders to ensure project timelines and goals are realistic, the correct delivery approach is taken to support the scope of work and assign clear lines of accountability.
• Act as the interface for any in-life change requests. Discuss changes with the customer to ensure value is added. Work with internal and external teams to create an impact assessment to ensure any changes do not impact.
• Chair monthly service review meetings, record and track actions. Manage and report on deviations to service level agreements. Facilitate a review against agreed service levels. Create and manage service improvement.
• Take the lead on Major Incident and Problem Management processes. Track and deliver updates to internal and external stakeholders. Deliver root cause analysis and monitor the successful completion of any corrective.

Edinburgh, Scotland, United Kingdom

• Moving to a senior role within the Solution Integration Team has allowed me to enhance my soft skills, taking on mentoring responsibilities in order to share knowledge within the team. Working as a technical lead on.
• Estimating and planning project activities.
• Assigning work and managing the workload of Solutions Integration Engineers as required.
• Being a technical subject matter expert and using this knowledge to support other project challenges and escalations.
• Collecting and reviewing status updates from internal teams.
• Monitoring timelines and managing priorities to ensure delivery.

Edinburgh, United Kingdom

• Working as part of the 24/7 Network Operations Centre team was extremely beneficial in increasing my knowledge and skill base. Due to the nature of the job I was often left alone to monitor and manage incidents and.
• Monitoring UK server and networks for critical failures and intruder threats using systems such as: Logrhythm, Hobbit and Centreon.
• Supporting and administering the ININ application (Interactive Intelligence) for our European call centres.
• Supporting the Office365 rollout in the enterprise and performing user and group administration on the platform.
• Working with our Systems Administrator to manage Windows Servers 2003, 2008 and 2012R2.
• Managing and resolving customer tickets through the incident management system Service Desk.

• Working as part of the 24/7 Network Operations Centre team was extremely beneficial in increasing my knowledge and skill base. Due to the nature of the job I was often left alone to monitor and manage incidents and.
• Monitoring UK server and networks for critical failures and intruder threats using systems such as: Logrhythm, Hobbit and Centreon.
• Supporting and administering the ININ application (Interactive Intelligence) for our European call centres.
• Supporting the Office365 rollout in the enterprise and performing user and group administration on the platform.
• Working with our Systems Administrator to manage Windows Servers 2003, 2008 and 2012R2.
• Managing and resolving customer tickets through the incident management system Service Desk.

Edinburgh

• In my role with Harvey Nichols I have been able to gain much more experience in a Private Sector setting. Switching to an area of IT more focused on retail has given me an even greater understanding of how businesses.
• Providing 1st/2nd line support; monitoring the IT incident management tool and resolving customer issues and requests across 7 stores and Head Office.
• Investigating/resolving and escalating (if required) all printer issues across the business.
• Support Windows 8.1 machines throughout the company.
• Answering Phones and logging Emails.
• Daily User account administration (Active Directory) and software management (Landesk).

Edinburgh, United Kingdom

• Completing my Apprenticeship in such a short time span proved my technical ability and was given the opportunity to stay on with the Forestry Commission as a full time, permanent member of staff. My responsibilities.
• Acting as 2nd line support; monitoring our incident management tool and resolving customer issues and requests
• Investigate and fix major faults within a wide range of software platforms
• Implement and support an ongoing VoIP migration across a large user base.
• Manage several projects as part of a constant business improvement scheme
• Daily user account and software management

Edinburgh

As part of my Modern Apprenticeship I worked in a variety of teams within the Forestry Commissions IT department to gain experience in all aspects of the industry. I worked closely with team members on 1st and 2nd line support to fix faults as quickly as possible and deliver the best possible service. I also played an important role as a project resource.