Mark Murphy Email & Phone Number

Glasgow, Gb

Glasgow, Scotland, United Kingdom

Glasgow, United Kingdom

• ITIL problem management to establish root cause of problems• Knowledge Management – creating/managing/closing known errors• Convening Root Cause Analysis meetings and minute taking• Fortnightly Problem Review Board attendance• Trend analysis to identify problems proactively• Change submission / (emergency) Change Advisory Board attendance

Glasgow, United Kingdom

Providing cafe and restaurant reviews, info on new openings, food and drink event info, drink/product reviews and 4 pages of travel content per issue. Snack is a physical A5-sized monthly publication which is freely distributed across central Scotland (mainly Glasgow, Edinburgh, Dundee and Paisley) and is available in cafes, bars and barbers/hairdressers etc.

Glasgow, United Kingdom

Web content, photography and maintenance of Wordpress-based food & travel blog. Was responsible for migrating site from old to new web hosting company and migration during re-brand from foodandrinkglasgow.co.uk to foodieexplorers.co.uk. We have a growing following on all the main Social Media platforms (Twitter, Instagram, Facebook etc.)We liaise with PR companies, food & drink producers and restaurateurs. I have represented the site at public events, seeking partnerships with other agencies to develop site content and have worked with Deutsche Bahn, Visit Berlin, The Post Office, Gleneagles Hotel etc.I also co-organise Pastaval, a yearly macaroni cheese festival in Glasgow (and am responsible for the related poster design and promotion etc.) which has received UK-wide coverage in the Metro newspaper, Cosmopolitan and Stylist magazine.

Malawi

Re-imaging/testing PCs/laptops in GlasgowLiaison with various organisations in Malawi (Lilongwe, Dedza, Blantyre)Delivering & setting-up/installing PCs in MalawiComms networkingProviding Intro to PC/Office app training in MalawiAssociated paperwork/updating asset & site details in MalawiUpdating Malawi project website (GOSS iCM)

Help set up monthly get-together/events for Glasgow Beer Club. Utilising Glasgow pub to stock beer that isn't readily available in Glasgow. Purchasing of beers for sale, seeking new partnerships to develop club, maintenance of Wordpress site.

Responsible for Change Management processRecording, classifying and prioritising IT changes based on urgency, impact & riskTracking life cycle of each changeEnsuring that changes are approved by the relevant parties/stakeholdersEnsuring that appropriate testing is carried outCarrying out the duties of the Senior Change Management Controller during long-term absence (1 year) and continuing these duties once she left the company and was not replacedThese duties includes chairing of weekly Change Advisory Board meetingConvening Emergency CABs for urgent changesReview of failed and occasional successful changes at Post Implementation Review (PIR)Continual Service ImprovementManaging communication to end usersSetting and meeting KPIsRegular liaison with Incident, Problem and Config ManagementUpdates of ONELAN net-top-box to display change info on TV screens for management

Responsible for problem management process, and management of problem lifecycleConvening Root Cause Analysis workshops with resolver teamsTrend AnalysisManaging Known Error database on MediaWiki serverReport writingSetting and meeting KPIsRegular liaison with Incident, Change and Config ManagementExperience of client-based Remedy 7 and cloud-based Remedy-on-Demand 8

Assisting Senior Incident Manager Controller on incidents where 3rd parties are involvedArranging server downtime with relevant partiesInput to development and improvement of Vendor Management ProcessEnsuring incident and request records are updated on regular basisEnsuring incident and request records are closed and updated with complete incident detailsEnsuring all key performance targets for incidents and requests are passed to 3rd parties

Organised 2 - 3 day music festivals in Glasgow 2006, 2007 & 2014 and Edinburgh in 2008, 2009 & 2014.Responsible for booking acts, website design, flyer design and all other promotion.

Dealt with ticket & glass sales, liaison with breweries and general on-the-day assistance.

Providing 1st line support to 7 offices using remote tools (VNC, Logmein etc.)Managing all IT related contracts and services (2nd line IT support, phone, fax etc.)IT procurementLiaison with external IT support companyMonitoring and reporting on IT support company response timesActive Directory administration (adding, updating, removing user permissions)General server supportMS Exchange 2003 (adding, removing accounts) /Sophos PureMessage/Postini supportUpdating website and intranet through CMSProviding CMS/Flexi system/IT training to other staffMaintaining personnel database (MS Access)Managing flexi system (Bodet Kelio)Managing WebSense internet monitoring systemResponsible for daily backup (Veritas/Symantec Backup Exec tape and Acronis HD image based) and file recoveryParticipated in writing company email and internet policyHeavily involved with company absorption into Glasgow City Council

Updating website through custom CMSManaging web mailing listCreating the HTML and image content for newsletter/offer mailoutsDesigning product cataloguesPhotographing products for web/cataloguesDesigning newspaper and magazine adverts

Updating and maintaining Scottish Autism Service Network WebsiteXHTML, CSS, SQLDesign of monthly newsletters (InDesign)Mail merge for physical newsletterScheduling e-newsletter (phplist)Design of event leaflets (InDesign)A/V support at conferences and eventsManagaing large contacts database (Scotland-wide with 6,000+ entries)Moving strath.ac.uk pages from old CMS to T4

6 week contractAdding content to Flash based XHTML valid website through CMSCreating test plans, debugging