Jason M. Email & Phone Number

Glasgow, Scotland, United Kingdom

Glasgow, Scotland, United Kingdom

Glasgow, Scotland, United Kingdom

• Efficiently managed all key operational tasks and responsibilities, consistently delivering high- quality outcomes.• Successfully supported Managed Service accounts, transitions, business initiatives, and global expansion efforts, achieving a high level of service excellence.• Advocated for change, process improvement, and service excellence, leading to a 20% increase in operational efficiency.• Drove efficiency, excellence, and continuous improvement, resulting in a 15% reduction in incident resolution times.• Led and developed outstanding individuals and technical teams, maintaining a 99% response and resolution SLA.• Promoted innovative thinking, fostering a creative, collaborative, and productive environment that led to a 20% increase in team productivity.• Ensured all work was of exceptional quality, results-driven, and aligned with both client and business objectives, achieving a 97% BAU and Project success rate.• Exemplified role model behaviour, consistently working in line with our business values and contributing to an improvement in team morale.

Glasgow, United Kingdom

• Served as the key interface between all Key Stakeholders.• Led and managed technical tower leads, senior engineers, remote engineers, and analysts, acting as an escalation point when needed.• Supported all accounts under our Managed Services Team, ensuring high service standards.• Delivered attendance and performance management in line with company policy.• Identified and addressed training and development needs for individuals and teams, including induction programs.• Successfully managed NOC Analysts (Level 1) and Network Engineers (Levels 2 & 3), consistently maintaining response and resolution SLA above 99% and achieving over 98% success in change implementations by ensuring efficient targeting and resolution of priority incidents.• Administered key account ISEC and internal compliance activities.

Glasgow, United Kingdom

• Project enginner, establishing, and providing technical solutions • Producing configuration and installation documentation• Liaise with vendors, Service and Project management and various IT personnel to establish problem resolution• Reviewing (LLD) Low Level network design, specification, and configuration• Troubleshooting network problems, establishing root cause• Plan, Manage and Implement network changes in accordance to change management policies• Providing technical support• Monitor performance and ensure system availability and reliability

• Application deployment using SCCM• Application profiling• Bulk domain user account creation• User enrolment & training• Independently and successfully troubleshooting and resolving technical problems• Active Directory Support• Troubleshoot and resolve any issues that arise• Acting escalation point for project support engineers• Technical analysis & escalation where required• Technical documentation & asset report compilation• Design and Production of E-Learning Material

• Appreciation of Service Level Agreements (SLA’s)• Documenting support procedures and fixes• Documenting all issues into the relevant systems and ensure that these are resolved within SLAs• Producing and maintaining technical documentation• Support remote sites via remote control utility (Citrix)• Supporting Microsoft Office applications, particularly Outlook, in Office 2010• Systems Administration - Windows XP/ 7• Supporting bespoke customer applications• Local/Network Desktop and Printer support• Mobile Device Management • Active Directory Support• Independently and successfully troubleshooting and resolving technology problems• Investigating, Diagnosing and Solving Software and Hardware faults• Strong written and Oral communication skills (All Organizational Levels)• Flexible to rapidly evolving customer needs and Issues

Hill Of Brathens, Glassily, Banchory, Aberdeenshire, Ab31 4Bw

• Staff motivation/ Development – manage teams/monitor and report performance• Quality control – monitor work/materials/tools and equipment • Manage task/project – enforce safety procedures/task delegation/problem solving

Bachelor Of Science (Hons), Computer Networking And Systems Support, 2.1

• Principles of Ethical Hacking. • Advanced Routing. • IT Project Management. • Scalable Campus Networking. • Introduction To Digital.

Hnd, Computer Networking And System Support

HND, Computer Networking • Web Server Management. • Inter-networking Technology. • Network Security: Implementation & Administration. •.