Mark Macdougall Email & Phone Number

ISC Computers/ Kelway On site engineer based in The Edinburgh Woollen Mill Head Office, Langholm, Scottish Borders TUPE’d from The Edinburgh Woollen Mill (EWM) in June 2010 to ISC Computers, which was then acquired by Kelway.Providing on site 3rd Line support, troubleshooting incidents from 1st and 2nd Line call centre through ITBM call logging system prioritising accordingly, and over 20 company VIP’s with immediate support. Providing the highest level of technical support and customer service to internal staff, remote users and satellite sites.Duties: Working with Active Directory, creating, updating and monitoring IT user accounts, on several domain accounts for EWM businesses.Maintenance & management of the Windows based Server environment.Configuration of Blackberry, iPhone and Android mobile phones using Microsoft Exchange and BES.Configuring PC’s, laptops using Drive image, network and manual installs, to the customers specifications.Managing and monitoring of backups in multiple locations. Creating and implementing Disaster Recovery strategy using Symantec System Recovery.Providing maintenance support and break-fix solutions.Create documented procedures for Kelway 1st and 2nd Line support for EWM bespoke applications and ERP system. Liaising with external suppliers for purchasing of IT Equipment, software, telephones, and dsl installations.Supporting a multi-site IT infrastructure of at least 300 employees. Diagnosing and resolving a wide range of technical issues over the phone, email, and one to oneTake ownership of a call and seeing it through to closure. Escalating calls and issues where necessary to senior managers & team leaders.Ensuring that all call details are captured and entered in call logging software, including ITBM and Remedy systems.Answering & responding to all calls & requests within SLA’sConfiguring users phones, call forwarding, hunt groups,etc using Mitel phone system

2nd line technical support for The Edinburgh Woollen Mill shop systems, supervising all duties performed in the previous roll of Help Desk Operator.Provide support for The Edinburgh Woollen Mill ERP systems, Active Directory account creation, fault finding, resolving faults, reporting and resolving issues on advice from outsourced technical support.Day to day duties supporting head office issues and recovering financial data.

1st line technical support for shop systems, including POS equipment, tills, printers, etc, back office pc’s, Windows 98/XP, Outlook, modems, dsl routers, footfall counters, Lexmark printers and cashing up procedures.Checking financial information polled from store data and updating Head Office databases and reports.Polling data using from The Edinburgh Woollen Mill stores using PC Anywhere.

Maintaining computerised inventory levels for all EWM stores stock, investigate and reconcile discrepancies.Regenerate transfers, deliveries and warehouse dispatch notes for in store back office PC’s..Responsible for processing credit notes and contacting suppliers relating to any discrepancy between in store paperwork and credits received.Auditing of Weekly accounts packages received from The Edinburgh Woollen Mill stores

Computer hardware and software installation, configuration, repairs and upgrades.Basic Labouring work, tree planting, grass strimming and chemical spraying. Through Hays Personnel I have had placements withBusiness Link for Cumbria – streamline the filing system and audit trail for a European Social Fund project. The Edinburgh Woollen Mill – help the accounts department with weekly sales audits.