Keith Macleod Email & Phone Number

Glasgow, United Kingdom

Bellshill

Primary IT support contact for Scottish Canals maintaining their desktop environment across Scotland. This includes both remote and on-site support.I also carry out support work for another of Lockheed Martin's customers, Bravura Financial Solutions by remotely assisting two on-site engineers based at Bravura's head office in London. As well as this I manage the Sophos anti-virus agent deployed across Bravura's entire desktop environment.

Work in conjunction with all other IT teams andthe business to ensure the successfulresolution of any desktop related issue. Participate in desk moves ensuring that all IT equipment is re-commissioned as required by the business.Pro-actively monitor the call queue to ensure all incidents and requests are progressed andupdated through to completion via theincident management tool Service Now.Ensure all standards, policies, process andprocedures… Show more Work in conjunction with all other IT teams andthe business to ensure the successfulresolution of any desktop related issue. Participate in desk moves ensuring that all IT equipment is re-commissioned as required by the business.Pro-actively monitor the call queue to ensure all incidents and requests are progressed andupdated through to completion via theincident management tool Service Now.Ensure all standards, policies, process andprocedures are maintained and adhered to meet Service Level Agreement (SLA).Display a flexible approach to work with the ability to adapt to change to meet customer requirements. Show less

Lead Project Engineer, January 2008 – February 2009Working in conjunction with BT, I was lead engineer in a team of 3 sub-contracted by IBM to install the networking equipment as part of the upgrade of ATM systems for Ulster Bank (RBS). Duties included the delivering of, configuration and installation of Cisco 1800 Series routers on over 500 customers’ sites across the Republic of Ireland. The team were required to carry out trouble shooting to rectify connection problems when encountered… Show more Lead Project Engineer, January 2008 – February 2009Working in conjunction with BT, I was lead engineer in a team of 3 sub-contracted by IBM to install the networking equipment as part of the upgrade of ATM systems for Ulster Bank (RBS). Duties included the delivering of, configuration and installation of Cisco 1800 Series routers on over 500 customers’ sites across the Republic of Ireland. The team were required to carry out trouble shooting to rectify connection problems when encountered on site. This also involved liaising with clients on site to ensure the installation of equipment was carried out without causing any major disruption to the running of their respective businesses.Deployment Co-ordinator, October 2007 - December 2007Duties included communicating with staff to ensure all information was accurate and up to date. This work was carried out prior to moving their profiles to a Thin Client setup. It was then my responsibility to clearly document all this information and deliver it to the project manager.Desktop Support Technician, July 2007 - September 2007 Provided 2nd/3rd line support to users at Prudential. Taking ownership of problems and prioritising calls. Duties included building PC’s and laptops for users, diagnosing faults, ordering components and carrying out repairs on hardware. These tasks were delivered within SLA and to a satisfactory standard.Warranty/Repair Work, July 2007 – July 2008Sub-contracted by Hewlett and Packard. Main duties were identifying hardware faults on Desktop PC’s and Laptops. I was responsible for ordering components, testing and restoring machines back to good working order. All work was performed within a satisfactory time scale and to a very high standard. This service was delivered on a customer request basis. I was available to perform these tasks between other contracts. It was also my responsibility to liaise with clients in order to arrange suitable times to carry out the work. Show less

During this time I was responsible for the running of various departments which included leading teams of 3 to 12 people. I consistently achieved sales targets and always maintained good customer relations. I Also earned the credentials required to run stores in the absence of store managers.

Hnc, Technical Support

Technical Support HND

Education record