James Duncan Email & Phone Number

Sittingbourne, Gb

Kent

Creating a customer focused high-performance business system and to make “the IT organisation” a central competitive advantage of the business. Generating superior customer benefits by offering a value added IT service.Focussing on the core IT Systems with particular focus on the following areas :-- Familiarity with and support of Microsoft server and client environment with particular emphasis on maintaining the client side (Windows XP, Windows 7/8/10, Microsoft Office).- Implementation of a local help desk, providing network support, user assistance with connectivity, printers, desktops, laptops, mobiles, telephones, software installation etc.- Configuring hardware and providing user assistance- Forward thinking, proactive management and maintenance of IT Systems and their user interface- Providing user support for UK specific non-group software e.g. Payroll, HMRC, Banking etc.- Co-ordinating and implementing IT Systems training- Pro active contact with suppliers/service providers and partners- Managing the UK IT infrastructure including :-o Creating and maintaining an IT asset log including pro-actively assessing hardware/software performance capabilities and to implement a forward planning obsolescence and renewal policyo Data capacity managemento WLAN, LANo PbV (Pick by voice)o Telephones & interneto Data backup and restore- Optimising the value and efficiency of the company’s internal and external communications systems including mobile communications.- Provide local assistance to Group IT with IT infrastructure issues- Sourcing hardware and software in accordance with the group IT procurement policyo Implementing hardware and software roll outso Systems and connection maintenanceo Service & upgrade requirements- Liaising with group central IT to keep abreast of current and forthcoming IT policy and to implement its roll out in the UK- In-depth understanding of the UK organisation, business processes and systems.

Liaise with internal business staff to interpret the data content and validity. Interaction with external clients to resolve data issues.Analysis of data content including interpretation of client’s products and alignment to in force Swiss Re treaties as relevant.To liaise with the different business departments to gain sign off for the data mapping and end to end testing.Ensure all appropriate requirement and design documentation is created and/or maintained.Provide support and perform production runs of the client files including fault investigation and resolution.Working within defined process and standards and ensuring that these are continually reviewed and improvements implemented.

With the takeover of Hays by Iron Mountain, my new role saw me develop and continue to provide IT hardware, software, product support and database solutions to customers and internal employees globally. This role helped expand my SQL skills as well as allowing me to gain experience in large data manipulation and conversion projects, whilst continuing to provide IT hardware and software support onsite utilising many of the skills listed above.Key duties & Responsibilities:• Researching and resolving all types of IT support requests;• Provision of 1st to 3rd line hardware, software and application support;• Technical database Support & Administration tasks (Oracle & SQL);• Provision of data reporting and analysis (outputs using Excel, Access and text);• Provision of database consultancy and technical advice;• Delivery of key systems administration tasks;• Delivery of pre & post-sales client IT support and consultancy services;• Participation in QA activities;• Analysis of usage trends;• Provision of IT user training as required;• Provision of 1st line hardware support for appropriate escalation to others;• Liaison with key 3rd party suppliers;• Production of documentation and training services for internally developed applications;• Adherence to group and company-wide IT standards;• Adherence to best practice implementation and rollout procedures and methodology.

Armed with IT experience and interpersonal skills, I received promotion to a new role within the business. This involved liaising with our customers within the Oil & Gas industry, providing database consultancy and product support.

To help advance my IT knowledge, I spent 6 months working with the IT team in London. Here I gained extensive experience in dealing with hardware and software, travelling all over Europe.

Rockall Data Services was purchased by Hays and I received promotion to the Sales Invoicing department where I also took onboard the sites IT requirements. This involved providing IT support to around 50 staff during which time I also re-developed the sites invoicing system, streamlining, simplifying and improving the workflow of invoice production.

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