Chris Fraser Email & Phone Number

Scotland, United Kingdom

We help you deploy at speed and at scale while maintaining quality and compliance.Trusted advisor to board/C-level suite and all on-deck levels of DevOps contributors.- Quantifying ROI and value from our partnerships and engagements.- Trusted technical advisor for our customers- Stakeholder and project management, ensuring value and ROI as highlighted above- Success planning our customers journeys by project management (cost, quality, time, risk)- Guidance on… Show more We help you deploy at speed and at scale while maintaining quality and compliance.Trusted advisor to board/C-level suite and all on-deck levels of DevOps contributors.- Quantifying ROI and value from our partnerships and engagements.- Trusted technical advisor for our customers- Stakeholder and project management, ensuring value and ROI as highlighted above- Success planning our customers journeys by project management (cost, quality, time, risk)- Guidance on DevOps and product implementation by best practices- Performing capability assessments and health checks routinely- Internal advocacy for product development via customer feedback- Attending customer stand-up meetings (remote)- Customer knowledge-sharing sessions/workshops across their orgs- Support ticket reviewing routinely to identify trends and pain points/opportunities- Incident management and escalation, retro/root cause analysis reporting- Metric monitoring (Insights) and DevOps Research and Assessment (DORA)- Demoing features and functionality to our customers to adopt/implement- Guidance on deployment strategies (direct, canary, blue/green, rolling)- Focused on best of breed technologies for Cloud and self-hosted options at scale- SME in Release/Deploy/Operate areas of the DevOps SDLC. Show less

Glasgow City, Scotland, United Kingdom

Pelion provides everything you need to securely connect and manage your IoT.A unique combination of IoT connectivity and device management, everything, everywhere.* Providing technical support across all products and services to our diverse partner base.* Managing tickets raised through a variety of channels to resolution.* Major incident management and escalation handling, via our service delivery model and SIAM approach.* Coaching and developing team members, new and… Show more Pelion provides everything you need to securely connect and manage your IoT.A unique combination of IoT connectivity and device management, everything, everywhere.* Providing technical support across all products and services to our diverse partner base.* Managing tickets raised through a variety of channels to resolution.* Major incident management and escalation handling, via our service delivery model and SIAM approach.* Coaching and developing team members, new and existing.* Performing advanced troubleshooting (M2M technology, Open VPNs, IPSec, AWS, K8S, IoT devices, tracing, cellular networks, and more).* Support of proprietary in-house technologies such as DINA and APN subscriber endpoint management.* Developing automation using CI/CD processes to ensure proper monitoring and reliable SLAs committed to customers.* Providing subject matter expertise as required within business departments and suppliers.* Liaising with 3rd party suppliers and partners to accurately fix and resolve raised tickets.* Full ownership and contribution to standard business processes and development.* Contributor to knowledge base articles (break/fix solution) via Atlassian Confluence.* Working with software developers and engineering teams, across multiple timezones (WW, USA, EMEA, 24/7, follow the sun model), Atlassian Jira ticket management.* Part of the service continuity team, providing business-to-business support.* Experienced in telecoms and cellular networks, and cloud technologies.* Hands-on experience in writing and understanding scripts.* Operating in an ITIL methodical approach within the service support environment/business unit.* Strong understanding of B2B (business-to-business) relationships.* Awareness and understanding of the following technologies: TCP/IP, protocols, GSM, GPRS, 3G, 4G, 5G, GGSN, routing and switching, Wireshark, PPP, PPTP, IPSec, Cloud services such as AWS S3, Elastic Kibana, Grafana, and Datadog monitoring and more. Show less

Motherwell, United Kingdom

An Investors in People: Platnium accredited company.Formally known as BCF Technology and ECM (Echo Control Medical), IMV imaging is the dedicated veterinary imaging department of IMV Technologies. We are world leaders in veterinary imaging including ultrasound, X-ray, digital image management (PACS), CT, and MRI.- Leading and developing a team within an IT service desk environment.- Lead staff recruitment and development including appraisals, reviews, and performance… Show more An Investors in People: Platnium accredited company.Formally known as BCF Technology and ECM (Echo Control Medical), IMV imaging is the dedicated veterinary imaging department of IMV Technologies. We are world leaders in veterinary imaging including ultrasound, X-ray, digital image management (PACS), CT, and MRI.- Leading and developing a team within an IT service desk environment.- Lead staff recruitment and development including appraisals, reviews, and performance monitoring.- Strong customer resolution focus and business strategy awareness.- Effective communicator with the ability of strong stakeholder management skills.- Responsible for assigning and managing tasks to the service desk team through our ticketing system ensuring that high standards are maintained, in line with our agreed KPI's.- Interacting within the business in line with agreed SLA's and providing reports and statistics to the business highlighting the performance of IT.- Promoting business excellence, best practice, and synergy across departments.- Contribution of work instructions/process to knowledgebase platforms for swift resolutions.- Handing of internal escalations and exceptions of tickets that have breached KPIs/SLAs.- Technical sales generation, repair quotes, and assessment fees.- Root cause analysis, and future prevention of repeated ticket generation.- Break/fix repair, building systems to client spec.- Lead subject matter expert for all complex and bespoke solutions.- Remote management and monitoring of a wide range of systems which we support.- Speaking with clients on both internal/external, vendors, and suppliers on all matters, technical or otherwise. Show less

Motherwell, United Kingdom

- Leading and developing teams within an IT service desk environment.- Lead staff recruitment and development including appraisals, reviews, and performance monitoring.- Strong customer resolution focus and business strategy awareness.- Effective communicator with the ability of strong stakeholder management skills.- Responsible for assigning and managing tasks to the service desk team through our ticketing system ensuring that high standards are maintained, in line with our… Show more - Leading and developing teams within an IT service desk environment.- Lead staff recruitment and development including appraisals, reviews, and performance monitoring.- Strong customer resolution focus and business strategy awareness.- Effective communicator with the ability of strong stakeholder management skills.- Responsible for assigning and managing tasks to the service desk team through our ticketing system ensuring that high standards are maintained, in line with our agreed KPI's.- Interacting within the business in line with agreed SLA's and providing reports and statistics to the business highlighting the performance of IT.- Promoting business excellence, best practice, and synergy across departments. Show less

Motherwell, United Kingdom

Providing support to BCF Staff and Customers, working for an exciting and vibrant company with over 30 years’ experience in digital imaging, BCF is a world leader renowned for its customer support.Proficient in using remote support software: Logmein Rescue, Teamviewer, Logmein Central, RDPProviding remote, telephone and email support to customers and staff as requiredBuilding, upgrading and repairing PCs and servers for customersUse of remote asset monitoring software –… Show more Providing support to BCF Staff and Customers, working for an exciting and vibrant company with over 30 years’ experience in digital imaging, BCF is a world leader renowned for its customer support.Proficient in using remote support software: Logmein Rescue, Teamviewer, Logmein Central, RDPProviding remote, telephone and email support to customers and staff as requiredBuilding, upgrading and repairing PCs and servers for customersUse of remote asset monitoring software – Logmein Premier (Pro)Deploying/rollout of new PCs and servers to customer sitesRefurbishing portable X-Ray systems as requiredInstalling and configuring backup software for customers and their dataImaging/ghosting systems and creating images for backup purposes and restorationSupporting the I.T. Manager and Service Supervisor as and when required for project workTroubleshooting and debugging 3rd party software to identify design flawsContacting vendors for updates, notification of software design flaws and fixesScripting complex windows batch files for patches, workarounds and self-automationConfiguration of local and cloud based PACS backup systems for customer sitesTrained to Radiation Protection Supervisor (RPS) qualification standard (March 2015)Configuring various X-Ray systems for new customers, fault finding and calibrationConfiguration and analysis of customers networking designs and deployment of new systemsProviding remote and telephone support to field service engineers as and when requiredProviding support to any other issues that arise to meet the needs of the business Show less

Glasgow, United Kingdom

Managing a small team which provided helpdesk support, liaising with 3rd party vendors and manufactures to solve software issues on customers EPOS software.Maintaining daily SQL backups and FTP uploading to hosting sites as requiredEnsuring remote CCTV software was operational and backing up as requiredConfiguring broadband for customers from various providers and mapping ports as requiredTraining staff and customers on new technologies and proceduresProviding remote… Show more Managing a small team which provided helpdesk support, liaising with 3rd party vendors and manufactures to solve software issues on customers EPOS software.Maintaining daily SQL backups and FTP uploading to hosting sites as requiredEnsuring remote CCTV software was operational and backing up as requiredConfiguring broadband for customers from various providers and mapping ports as requiredTraining staff and customers on new technologies and proceduresProviding remote, telephone and email support to staff and customers both on site and off siteEnsuring network routing (QoS), security (ACLs) and configuration of operating systems (Group Policy). Duties also included previous time-served employment Show less

Glasgow, United Kingdom

Working for a fortune 500 company, Iomart owned Easyspace, Virtual Servers, Switch Media, EasyNIC, Global Gold, Titan Internet, Internetters, Rapidswitch and Suite 26 to provide support on domain and hosting services for various customers on the aforementioned companies.Provide support via inbound customer support centre or the helpdesk ticket support systemIdentify new customers and advise on products and services that met their business requirementsDiversify between the… Show more Working for a fortune 500 company, Iomart owned Easyspace, Virtual Servers, Switch Media, EasyNIC, Global Gold, Titan Internet, Internetters, Rapidswitch and Suite 26 to provide support on domain and hosting services for various customers on the aforementioned companies.Provide support via inbound customer support centre or the helpdesk ticket support systemIdentify new customers and advise on products and services that met their business requirementsDiversify between the correct support methodologies for each customer and associated companyCreate support scripts to ensure faster response to customer and build team knowledgeDNS management (zone file creation, name servers, adding and removing records, propagation)Redirect scripts (php, cloaked and non-cloaked and server level forwarding)Who-is domain checks, advising if we were the register of the site, checking ownershipFTP – uploading customer websites, scanning for viruses, providing coding supportTelnet/SSH to Linux VPS or dedicated serversProviding support to customers with their online control panelRDP to customers dedicated windows servers in our data centre to provide supportProviding remote support to customers own PCs and Macs via Logmein rescueTAR Archiving customer’s sites that had been found to contain malicious code Show less

Glasgow, United Kingdom

Writing technical documentation for staffDeployment of Cisco Technologies and other branded network devices (routers, switches, access points etc)Configuration of Static and Dynamic networking, sub-netting and assigning dual IPs as requiredUser support of Microsoft Windows operating systemsConfiguring email accounts and setup of mailboxes on clients for both POP, IMAP and ExchangeProviding content and coding support to the company websiteCreating user accounts, password… Show more Writing technical documentation for staffDeployment of Cisco Technologies and other branded network devices (routers, switches, access points etc)Configuration of Static and Dynamic networking, sub-netting and assigning dual IPs as requiredUser support of Microsoft Windows operating systemsConfiguring email accounts and setup of mailboxes on clients for both POP, IMAP and ExchangeProviding content and coding support to the company websiteCreating user accounts, password resets, and login scripts to assign network drives and permissionsTesting software modifications in a sand-boxed environment before roll-out (VMware)Adapting Windows OSs for disc imaging and networked client machinesSetting up user/group rights to network shares, drives and partitions as required Show less

Glasgow, United Kingdom

Expert understanding of EPOS software and troubleshooting skillsLead generation – advising customers on new relevant productsAssisting staff with technical support issuesExperience of setting up remote CCTV surveillance systemProviding customer support

Glasgow, United Kingdom

Training staff on stock management systemTraining staff on Windows NT Embedded terminalsUsing VB scripts and SQL queries on stock database, updating where required – data entry

Glasgow, United Kingdom

Working in a small dedicated team with team goals however also assigned individual targets and responsibilities on collecting data using portable computers. Assessing accuracy of communication of logs and using stock data software.

Bachelor’S Degree, Computer Networking And Support, Pass

Hnd, Networking And Technical Support, Pass: Aa

Now known as City of Glasgow College

Hnc, Computer Software Development, Pass: Ab

Now known as Glasgow Kelvin College