Jamie Mackenzie Email & Phone Number

Dunfermline, Gb

United Kingdom

Project Manager for the majority of miniature lines - Cohors Cthulhu, Fallout Factions, Fallout Wasteland Warfare, Hardwars, Paranoia.• Assist definition of project scope of work and deliverables, involving all relevant stakeholders and ensuring feasibility• Ensure all project documents are complete, current, and appropriately stored.• Establish work breakdown schedules.• Identify & manage project resource requirements.• Create, monitor, control and deliver project delivery plans.• Allocate work packages to assigned software development, content integration and tech support teams.• Manage project budgets for multiple product lines• Ensure all project documents are complete, current, and appropriately stored.• Work closely with client(s) and internal teams to ensure effective and efficient implementation of the project(s) and their governance.• Perform risk, change & quality management to control any unplanned project impacts.• Measure project performance using appropriate systems, tools and techniques.• Manage client(s) and stakeholders’ expectations and relationships, including suppliers and Bluebox teams.• Assist in the identification and facilitation of internal process improvement initiatives.• Communicating and adhering to new procedures, policies, and goals.• Working effectively with other teams to implement strategies to increase profitability, productivity, and overall client experience.

Dunfermline, Scotland, United Kingdom

• Selling official anime and monster hunter merchandise online• Attending conventions around the United Kingdom to sell in person. • Managing yearly budget• Stock level management including procurement of new stock • Planning event attendance including stock, marketing and staffing.

Dunfermline, Scotland, United Kingdom

• Assist definition of project scope of work and deliverables, involving all relevant stakeholders and ensuring technical feasibility.• Ensure all project documents are complete, current, and appropriately stored.• Establish work breakdown schedules.• Identify & manage project resource requirements.• Create, monitor, control and deliver project delivery plans.• Allocate work packages to assigned software development, content integration and tech support teams.• Ensure all project documents are complete, current, and appropriately stored.• Work closely with client(s) and internal teams to ensure effective and efficient implementation of the project(s) and their governance.• Perform risk, change & quality management to control any unplanned project impacts.• Measure project performance using appropriate systems, tools and techniques.• Manage client(s) and stakeholders’ expectations and relationships, including suppliers and Bluebox teams.• Assist in the identification and facilitation of internal process improvement initiatives.• Communicating and adhering to new procedures, policies, and goals.• Working effectively with other teams to implement strategies to increase profitability, productivity, and overall client experience.• Attend global on-site, project initiation workshops and entry into service deployments.

Dunfermline, Scotland, United Kingdom

• Oversee all activities related to the client account from initial content supply to final media delivery.• Implemented content sets for multiple different clients across three different IFE systems.• Overseeing all team activities from content integration, metadata, quality checks through to all technical activities such as encoding and duplication.• Communicating effectively and building strong relationships with all in-house teams and external stakeholders to ensure on-time delivery.• Managing timelines and workflows of integration team as well as liaising with in-house departments, suppliers and the client.• Coordinate on multiple projects simultaneously and ensure deadlines are met.• Ensuring content sets for projects are to time, with the upmost service quality. Managing risk levels and client expectations against contractual SLA’s and in project KPI’s.• Collate and manage monthly operational performance KPI reports and holding daily and monthly meetings with the team to discuss operational improvements and process change.• Ensuring that all issues/problems are resolved quickly, and that error reports are analysed and operational improvements implemented.• Continuous improvements to delivery procedures, processes and workflow practices.

Dunfermline, Fife, United Kingdom

• Oversee all activities related to the client account from content supply, through to final media delivery• Manage and improve operational process• Prioritise & Manage timelines to improve work flow• Issue handling and resolution• Improve efficiencies to enhance on-time deliveries of media

Dunfermline, Fife, United Kingdom

• Creating monthly content sets for airline clients.• Data entry and database management.• Tracking of incoming media as per schedules and orders.• Shipping finalised client content sets worldwide ensuring timely arrival.• Timeline and workflow management.• Worked to tight deadlines and monthly targets.• Asset formatting and upload• Reporting any discrepancies/updates/changes to relevant colleague(s)• Entry, quality checks, and use of metadata• Completing and updating deadline checklists

Edinburgh, United Kingdom

• Providing first line support for customers, ensuring all relevant information is obtained, correct categorization and SLA is chosen.• Managing the outstanding tickets that have been logged so that they are auctioned and resolved within SLA.• Proactively managing customer’s expectations by updating them on the progress of their call or the solution of it.• Investigating complex faults to find a resolution or provide further information to a resolving team

Banchory

• Assisting shoppers to find the goods and products they are looking for• Adhering to health and safety regulations• Ensuring stock levels are kept to agreed levels• Managing workload to ensure all work is complete by end of shift• Responsible for opening and closing the deli counters• Stock reductions

Aberdeen

• Responsible for the creation of proposals for agreed work with clients• Responsible for ongoing administrative duties of the team, for example the preparation of client invoices, and any other tasks as required• Liaising with multiple support teams and clients• Prioritising workload according to agreed plans• Contributes towards team and client projects delivering consistently high standards• Highlights risks and issues following agreed procedures and support others in this activity• Monitoring of SLAs to ensure that the targets are met

Aberdeen, United Kingdom

• Providing first line support for IT incidents and queries• Creation and management of accounts in multiple different systems and applications• Installation of new software• Problem solving issues that are reported to service desk• Managing Back Office ticket queue. Ensuring all tickets are picked up and progressed within agreed SLA.• Running monthly reports within AD manager

Inverness, United Kingdom

• Managing complex high priority incidents while adhering to ITIL standards.• Creating Problem tickets and managing them to completion.• Undertaking trend analysis for Incident, Problem and Change.• Managing follow-up actions to reduce the number and severity of future problems.• Reviewing and improving the efficiency and effectiveness of the Incident, Problem and Change Management functions.• Identifying and managing problem areas, failings or weaknesses; and identifying potential service improvement areas, as well as the cost/risk and benefit to the service.• Ensuring information is communicated appropriately across all Service Management Functions, Service Operations Function and client representatives.• Producing both monthly and weekly reports for Incident and Problem.• Chairing of Major Incident conference calls

Inverness, United Kingdom

• Quality checking of calls logged & referred to support team• Breach reporting, trend analysis• Report writing• Liaison between Capgemini and 3rd party teams• To be a competent and accurate link between resolving parties for all issues.• Reporting Major incidents to resolving teams and the Service delivery manger and Client.• Ensuring process documentation is correct and up to date• Complaint handling• Breach management• Delivering Training to the Service desk Analysts• Liaising with 3rd party resolving teams• Liaising with Major Incident Management

Bsc (Honours), Computing & It And Design

Certificate Of Higher Education, Computing & It And Design

Education record