Reported directly to IT Operations EMEA manager. A Team Lead of 16 people, 8 in Scotland and 8 in IndiaProvided global Infrastructure and application support to 30k end usersKey AchievementsSent to London in a technical advisory role during Oracle's acquisition of Sun Microsystems. Ensuring smooth transition to Oracle systems and avoiding teething problems for users.Analysed team performance to help enhance positive customer feedback from 47% to 77%… Show more Reported directly to IT Operations EMEA manager. A Team Lead of 16 people, 8 in Scotland and 8 in IndiaProvided global Infrastructure and application support to 30k end usersKey AchievementsSent to London in a technical advisory role during Oracle's acquisition of Sun Microsystems. Ensuring smooth transition to Oracle systems and avoiding teething problems for users.Analysed team performance to help enhance positive customer feedback from 47% to 77% globally.Managed queues and allocated resources to ensure user issues were resolved well within agreed SLA times.Worked with Service Managers and Incident Managers to ensure that processes were as near to the ITIL model as possible.Acted as mentor and coach to less experienced technicians and ensured that everyone was following correct processes.Servicedesk Analyst 2006 - 2008 Supported Infrastructure servers using Unix and the Solaris Operating system. Basic Database administration using both Oracle and Sybase environments. Systems administration including account creation, mail account administration.Key AchievementsTravelled to Colorado to work and share ideas with US colleagues to improve Sun IT as a global team. Show less

Accepted calls from external customers to troubleshoot issues with their desktop systems.Instructed users how to dismantle system and ordered required parts after testing.

Provided advice and troubleshooting to users problems, ranging from software conflicts to router configuration. This involved manipulation and support of all current Windows operating systems at that time.

I worked on various contracts, including a brief spell in Guadalajara, Mexico.