Responsible for welcoming guests, making reservations by phone, email and face to face. Dealing with queries from guests, showing guests to their rooms, supervising housekeeping, controlling quality and consistency of the service provided. Also Maître d’ for breakfast and dinner service.

I was employed as a contractor (Initial 12 week contract, extended piecemeal to 46 weeks) supplying a service to Glasgow City Council. My role was to ensure that the assets required to deliver services were properly controlled, and that accurate and reliable information on those assets was available when and where it was needed. Information about their location, how they were configured, and the relationships between them.I supported the overall application configuration management implementation and policies and monitored the daily activities related to discovery, reconciliation, and uploading of the application IT configuration items across the enterprise.

I was employed as an IT Service Delivery Manager ensuring the service within RESPONSE Group meets agreed KPI’s. I worked closely with suppliers, partners, internal teams and external clients to monitor, manage and ensure continuous improvement of the IT Service. I ensured IT industry Best Practice was followed to deliver highly available solutions, efficiently and effectively.

I was employed to manage the first and second line support service delivered by an internal team who were based off-shore in Hungary. This involved ensuring service was maintained, grown and improved. During this period I was also asked to assume managerial responsibilities for another team who were delivering third line support. I provided this cover for 11 months until it was passed on to two other managers.During the last 9 months I was asked to work on a project to provide a fully governed solution to three areas of support.

I undertook this interim role following the resignation of the Technical Services Manager. The function of the team was in the process of being off-shored and it was imperative that this was managed carefully to ensure smooth transition. The whole team of 25 was at risk of redundancy due to this move, myself included.

Initially working for Booker the IT function was outsourced to ECsoft. Part of the company was then sold on to Pink Roccade and later taken over by Getronics, my role was part of these changes. Getronics then merged with KPN. In total I was employed by these companies for 15 years. Details of the individual roles I held are listed seperately.

I supervised a first line support team of 8 working day shifts ensuring that sceduling and support requirements were met.

I supervised two desktop support teams on separate sites and working for different companies with diverse support requirements.

I was Team Leader for the Desktop Team. I left as a result of an Outsourcing deal with most of the IT department, and continued in the same role for some time.

I started as a Desktop Support Analyst supporting the Head Office as part of a 3 strong team.

I moved to this role to enable me to specialise in desktop support in a larger company. During my last year with the company I helped disseminate and audit the equipment used at the head office following a take-over. As individuals left and teams were incorporated into the new business I had to learn new IT skills to help keep things running until the offices shutdown. This included some work on networks.

This was my first position in the IT industry, having been interviewed at college. Prior to this period of employment I achieved an 18 week placement in this company as part of my training course. My work involved modifying and streamlining a suite of COBOL programmes, some UNIX programming and general desktop support and training. It was a very fulfilling and varied role which gave me a good insight into the industry.