• Made redundant due to office closure 31st Dec 2014.• Promoted to senior level due to recognised technical development.• Exceeded professional development expectation plans, annually and consecutively.• Broad technical expertise to support a complex environment of technologies. Using this expertise to assist other technical teams.• Involved in projects: Global OS Upgrade (Win XP to 7), European Server Consolidation and Infrastructure Upgrade, Dutch Office Relocation, IPT Implementation and Infrastructure Upgrade (Ireland manufacturing plant), VPN Replacement. Involved in testing, change control, go-live implementation and support.• Responsible for three UK offices, one in the Netherlands and one in Spain. Part of a small global team, supporting the larger global company.• Performance measured by fast and accurate resolutions of a broad range of incidents and requests.• Fast-acting, especially when company profitability is at risk.• Professional manner; easily developed a good rapport with colleagues throughout the hierarchy up to company Vice Presidents.• Confident working with other languages. Completed Training Courses:• ITIL V3 Foundation.• Microsoft System Center Configuration Manager [SCCM].• Troubleshooting and Supporting Windows 7 in the Enterprise. Windows XP to 7 Upgrade Project - Apr 2013 to Dec 2013:• Global Travel to 12 countries (personally) including America, Japan, Australia, European.• Around 2,500 computers upgraded by a globally distributed project team of 6.• Automated ‘lite-touch’ OS deployment using SCCM with static and transportable infrastructure hardware.• In-place upgrades and hardware upgrades, both including user data migration.• I contributed extensively throughout the project, continuously testing and suggesting solutions to ensure the final product was as perfect as possible.• Project was an astounding success with favourable; results, budget, time, customer satisfaction, after support, customer training.

• Began as 1st line, promoted within 2 months. With in-house training in one of many London head-offices.• Part of a large team in a high-pressured environment for RBS Global Banking & Markets (GBM).• Supporting traders and back-office, mainly in RBS London head-offices. Also, other city bankers in European Cities and development teams in India, Japan & China.• Proven ability to handle large volumes of calls; average day 1,200 calls for 18 support staff.• I was rated very highly on quality and volume of work.• As 2nd line, dealing with calls that were rejected by all other support teams for a wide variety of reasons.• Central point of contact between the support teams to organise for the best and quickest possible resolutions.• Integrated within 1st line support team to provide advice on issues and to advise and offer training requirements to team leaders.• Many systems and applications (1000s), bespoke and standard that I am required to understand.• Supporting all of RBS’ most high-profile staff including Chairmen, Vice Presidents, Department Head’s, etc.

• Initially began as a 3 month contract but was extended twice due to excellent performance.• High level of responsibility for a lot of business-critical hardware and software; maintaining and development.• Travel as required to UK and European sites within the company to support other businesses units, at times with very short notice.• Remote support where possible.• Hardware and software purchasing, installation and tracking as required.• Working with internal and external staff with a broad spectrum of computer literacy.