Scott Berwick

Scott Berwick Email and Phone Number

IT Service Desk Supervisor @ University of St Andrews
United Kingdom
Scott Berwick's Location
United Kingdom, United Kingdom
Scott Berwick's Contact Details

Scott Berwick personal email

n/a

Scott Berwick phone numbers

About Scott Berwick

I have a strong support background, across the key stages of delivering a support platform, in both customer-facing and internal IT support roles.From working with different departments at various levels of business for requirements gathering, to the design and implementation of support workflows and processes - through to on-going maintenance and reporting against SLAs.I am a firm believer in implementing standardised, repeatable support procedures, ensuring that the required information is well communicated, both internally to fellow IT/Support staff, and also to those being supported - whether that be company colleagues, business suppliers, or company clients.

Scott Berwick's Current Company Details
University of St Andrews

University Of St Andrews

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IT Service Desk Supervisor
United Kingdom
Website:
st-andrews.ac.uk/careers
Employees:
3
Scott Berwick Work Experience Details
  • University Of St Andrews
    It Service Desk Supervisor
    University Of St Andrews
    United Kingdom
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  • University Of St Andrews
    It Service Desk Supervisor
    University Of St Andrews May 2024 - Present
    St Andrews, Scotland, United Kingdom
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  • University Of St Andrews
    It Service Desk Analyst & System Administrator
    University Of St Andrews Dec 2022 - May 2024
    St. Andrews, Scotland, United Kingdom
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  • University Of St Andrews
    Service Desk Analyst
    University Of St Andrews Nov 2021 - Dec 2022
    St. Andrews, Scotland, United Kingdom
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  • University Of St Andrews
    Application Support Officer
    University Of St Andrews Mar 2020 - Nov 2021
    St. Andrews, Scotland, United Kingdom
    Application Support:- Second line support for the University’s Student Information Systems (SIS) - troubleshooting problems reported via the Service Desk- Management of the services in accord with ITIL best practice- Assisting with the maintenance of production and non-production applications and database environments in accordance with business requirements- Handling of confidential applicant/student dataDocumentation and cross-department work- Maintaining productive relationships with senior stakeholders, users and external vendors- Maintaining comprehensive documentation detailing the SIS, and tracking any changes.
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  • I-Design Ltd
    Support & It Administrator
    I-Design Ltd Feb 2015 - Mar 2020
    Dundee, United Kingdom
    i-design ‘software as a service’:- Fully-hosted i-design software environments for leading UK Financial institutions- Implementation and evolution of proactive IT monitoring and alerting for these business critical environments Onsite project work at client and partner offices, travelling to sites worldwide:- Performing installation, configuration and testing of i-design software- Installation and configuration of i-design client software onto various NCR, Diebold/Wincor ATM models- This year included a 7 week trip to our main US office for high priority project work Inter-departmental support:- Liaising with other departments to find solutions suitable for all parties- Communicating with all levels of the business, from recent graduates to senior management Creation and maintenance of technical documentation:- internal support knowledge base- IT guidance for colleagues Specific examples of processes and procedures implemented:- Creation of, and participation in a change control process- Creation of a usage tracker of shared/lab hardware, so all participants are aware of the current state- Creation of a central reference of contact details, per task and per customer- Working with the QA team to improve our onsite PAT procedures
  • Clear2Pay
    Internal Support Lead
    Clear2Pay Sep 2014 - Feb 2015
    Dunfermline, Scotland
    Fully involved in the planning and development of a global, internal support desk.Cooperating with Project managers and Business owners to gather requirements, identify areas of improvement, and see them through to implementation.Coordinating all related aspects required for supporting the business, in line with Corporate Standards and Policies - including IT Helpdesk, Application helpdesk and Business Support desk. Liaise with the Global IT Director and with Business process owners in all regions for guidance on C2P Corporate standards. (EMEA, India, APAC, Americas)Coordinating the various support teams in having issues and requests resolved in a suitable timeframe.Continual improvement of the global internal support system and methods, through innovative ideas - in order to increase the efficiency of the support function.Helping to share the knowledge of the Internal IT systems and functions, through the creation of new documentation, or improving existing documentation - for both support staff and employees.Maintaining excellent communication skills between the various teams participating in the internal support desk.Cultivating and managing a culture of high quality support provision.Continuing to provide the local IT support for Clear2Pay Scotland, including the continued migration to corporate Clear2Pay systems/services, where appropriate.
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  • Clear2Pay
    It Administrator
    Clear2Pay Nov 2011 - Sep 2014
    Dunfermline, Scotland
    Following the acquisition of Level Four Software, by Belgium-based Clear2Pay - Experience of:Post-acquisition IT integration activities- Email Migration- Domain Migration- Documentation of, and adherence to integration processes and proceduresContinuing to provide front-line IT Support to the Company in accordance with the Global Helpdesk process.As part of the company Group IT support - install, maintain and administer the company’s key business applications on a daily basis - which can involve communicating with colleagues at all levels of the Company, and a number of our offices across the globe (including Belgium, Australia, US, India, UAE)Reporting to the Global IT Manager, and working alongside other members of the IT Team across the globe.Supporting and maintaining data security and recovery systems.Cultivating and managing a culture of high quality IT provision.The refinement of existing regional IT asset management systems, with the aim of implementing a central, global ITAM solution.Systems include:- VMware vSphere Virtual Infrastructure- Windows Server 2003 / XP / 7 Operating Systems- CentOS and RedHat Linux Servers- Microsoft Exchange / Active Directory- NetResultsCorp ProblemTracker- Atlassian JIRA and Confluence- Remote Administration via VPN / LogMeIn
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  • Level Four Software
    It Administrator
    Level Four Software Nov 2009 - Nov 2011
    Dunfermline, Scotland
    The opportunity arose to move into the IT Administrator position full time, working alongside the IT Manager.Continuation of IT support duties via the online ticketing system, and administration of systems in our office in Scotland, and remotely to the US/UAE.- a company-wide hardware refresh project, including the standardisation of workstations and installed applications. This took place directly in the UK, and UAE - and remotely to the office in the US.- the implementation of a Cloud backup solution for colleagues that were not based within a company office, to ensure critical data was protected.- the implementation of a VMware ESX virtual environment in the Scottish office, which significantly improved our server environment, and also provided a testing environment to our internal development and QA teams.- improving the level of security/confidentiality within the IT Helpdesk ticketing system- the introduction of IT Helpdesk reporting, which was distributed to all colleagues, showing levels of conformance to agreed SLAs.Systems include:- VMware vSphere Virtual Infrastructure- Windows Server 2003 / XP Operating Systems- CentOS and RedHat Linux Servers- Watchguard Firebox X700 Network Firewall- Hosted Microsoft Exchange 2007- NetResultsCorp ProblemTracker- Remote Administration via VPN / LogMeIn
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  • Level Four Software
    Support Analyst / It Administrator
    Level Four Software Nov 2007 - Nov 2009
    Dunfermline, Scotland
    (Dual role)Support Analyst:1st/2nd Line support of Level Four products to customers in the European region.Customers included high-profile banks and financial institutions in the region.Customer Support was managed via an online ticketing system, also used by other regional support teams.- Prioritisation of support tickets- contact with technical customer contacts- Investigation of support issues with Level Four products- Ensuring customers were kept up to date with support status.IT Administrator:1st/2nd Line support of Level Four's IT systems, primarily in the Scottish office, but also remotely to offices in the US and UAE, working alongside the IT Manager.IT support was managed via an online ticketing system, available to all members of staff across our office locations.- Prioritisation of IT support tickets- contact with colleagues at all levels of the business- Investigation/resolution of issues with Level Four IT systems- Ensuring colleagues were kept up to date with IT support statusAdministration, and improvement of existing IT systems, including:- the implementation of a global, structured workflow used in the existing Customer Support ticketing system- liasing with other areas of the business to gather requirements, suggest ideas, and then implementation of the final solution- the implementation of a Hosted Exchange across the company, replacing a poorly performing internal system - which significantly improved our methods of communication- the implementation of a network backup solution in the Scottish office, ensuring that critical data was backed up, and stored off-site
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Scott Berwick Skills

Windows Server Vmware Esx Windows Help Desk Support Testing Servers Operating Systems Integration Windows Xp Cloud Computing Problem Solving Help Desk Management System Administration Active Directory Technical Support Microsoft Office Vmware Workstation Hardware Microsoft Exchange Symantec Antivirus Logmein Desktop Support Backup Solutions Process Improvement Process Optimization Customer Support Business Workflows Internal Communications Help Desk Implementation Remote User Support Windows 7 Migration Process Integration Interdepartmental Relations Symantec Backup Vmware Change Control Atm Testing Vmware Vsphere Software Installation Information Technology Process Implementation Support Documentation Windows Server 2012 Remote Infrastructure Management Atm Networks Change Management Windows 10 Windows Server 2016

Scott Berwick Education Details

Frequently Asked Questions about Scott Berwick

What company does Scott Berwick work for?

Scott Berwick works for University Of St Andrews

What is Scott Berwick's role at the current company?

Scott Berwick's current role is IT Service Desk Supervisor.

What is Scott Berwick's email address?

Scott Berwick's email address is sc****@****pay.com

What is Scott Berwick's direct phone number?

Scott Berwick's direct phone number is +144138*****

What schools did Scott Berwick attend?

Scott Berwick attended The University Of Dundee, Madras College, St Andrews.

What are some of Scott Berwick's interests?

Scott Berwick has interest in Golf.

What skills is Scott Berwick known for?

Scott Berwick has skills like Windows Server, Vmware Esx, Windows, Help Desk Support, Testing, Servers, Operating Systems, Integration, Windows Xp, Cloud Computing, Problem Solving, Help Desk Management.

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