Davie Maxwell

Experience

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  Darl Friesen (Single Site Contract)

  Dec 2000 - Dec 2000

  Web Designer

  Storyboarding and designing a small personal website & tailoring it to the exact specifications required by my client.Creation of all the graphics, web pages and java scripts to being the website alive.Advised of promotional methods and possible revenue generating ideas such as sponsorship.Included one on one tuition time to teach my client the basics of updating her own pages.

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  Mesh Computers

  Feb 2001 - Aug 2003

  Research & Development Technician

  Regularly working with my own hand picked team to build or debug specialist machines for review or V.I.P’s.Designing and programming the burn in and quality control testing programs before a pre-defined time limit.Testing new soft/hardware and creating unattended installs of Windows with applications as ‘Silent’ installs.Writing reports on pre production hardware and software issued to me for review.Performing random spot checks and performing additional testing on our systems.Designing new testing procedures and forecasting problems that may occur in the foreseeable future.Setting up a PC, testing all hardware and software and ensuring that there are no physical defects on the system.Problem solving over the telephone, via e-mail or on a face to face basis and advising of hardware purchases.Training new engineers for both R&D and general test positions. Ability to read and interpret technical manuals and break them down for others to understand. Show less

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  Thus/Capita/Transport For London

  Sept 2003 - Jan 2004

  Customer Service Advisor

  Performing account management and taking payments in a call centre environment.Reading maps and checking postcodes to see if customers had entered the toll area.Informing customers of the penalty system and breaking it down into ‘Plain English’.Dealing with corporate customers and explaining alternative methods they could use to make their payments.Created training tapes for the new Customer Service Advisor’s based on external monitoring of my calls.

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  Sky/RHL

  Nov 2003 - Mar 2006

  Customer Service Advisor/Supervisor

  Dealing with commercial and retail customer services enquiries. Handling inbound support tickets and dealing with them in accordance with customer and data protection laws.Acknowledging and replying to e-mails from customers asking general or technical questions about grid computing.Using available resources to ensure full understanding of customers issue and providing 'on call' fix or escalationAnswering server maintenance calls and raising incident tickets to ensure servers are maintained as required.Using Citrix and Remedy CRM tools to support and raise fault tickets.Administering training to new starts or helping current staff refresh their knowledge.Managing staff breaks and workload as a shift leader/subject matter expert.Providing technical support for suns office package Star Office. Show less

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  Amatis Nightclub

  Jun 2004 - Dec 2005

  Publicity Representative

  Aided promotion by distributing event flyers before opening and fielding questions about the DJ’s, Music and venue.Helping setup lights and sound system and advising of possible safety or security issues such as blocked fire exits etc.Making on the spot decisions regarding patron’s behaviour as to if they would have a detrimental effect on the club. Greeting customers, advising them of pricing and occasionally handling cash sales during peak times.Checking customer security stamps & advising them of locations of facilities such as cash machines etc.Helped design some passive methods of promotion such as Amatis logo clothes, calendars, stationary and stickers. Show less

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  Sun Microsystems

  Mar 2006 - Oct 2006

  Helpdesk Advisor/Subject Matter Expert

  Dealing with commercial and retail customer services enquiries. Handling inbound support tickets and dealing with them in accordance with customer and data protection laws.Acknowledging and replying to e-mails from customers asking general or technical questions about grid computing.Using available resources to ensure full understanding of customers issue and providing 'on call' fix or escalationAnswering server maintenance calls and raising incident tickets to ensure servers are maintained as required.Using Citrix and Remedy CRM tools to support and raise fault tickets.Administering training to new starts or helping current staff refresh their knowledge.Managing staff breaks and workload as a shift leader/subject matter expert.Providing technical support for suns office package Star Office. Show less

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  BT

  Oct 2006 - Jun 2007

  2nd/3rd Line Support

  Troubleshooting and providing remote fixes or desk side support for Windows (XP/NT/2003) and Mac OS X.Supporting MS Office 2003 and other 3rd part applications via phone, e-mail and instant message.Monitoring and administering Exchange 2000 servers and Symantec Web Services.Acting as 3rd line support for escalated technical enquiries and problems.Repackaging applications as MSI’s for LANDesk and for the Apple Mac (Power Mac/Intel).Testing applications and builds on VM Ware virtual machines (VMware and Virtual PC).Maintaining active directory services and group policies for a 11,000+ machine network.Brute force testing of terminal servers and reporting any faults I came across.Scripting repetitive tasks in Auto IT such as printer installation or wireless account setups.Administration of profiles and quota’s for users in a massive network across OS X and Windows.Training technicians for remote or desk side support in all aspects of troubleshooting and pc deployment. Generating reports using SQL queries in LANDesk.Helping migrate over 50,000 users account details, data and e-mail from their previous domain/server.Using answer files to created sysprep PC installs for Windows such as XP Pro/2003.Creating, duplication and distributing Symantec Ghost images.Responsible for back up and restoration of snap vault backup images. Show less

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  Standard Life

  Jun 2007 - Nov 2010

  2nd/3rd Line Desktop/Application Support Technician

  Providing 2nd/3rd line remote fixed for applications and server issues.Performing group and user administration for Novell based infrastructure (zenworks/edirectory).Troubleshooting and testing applications from deployment and packaging through to delivery.Assisting the Service Team analysts to establish root cause of failureProviding on site desk side support for 500+ users.Documenting current business processes when required to assist project team with upgrade/replacement cycle.Breaking down technical processes and documentation into plain English for support staff.Maintaining a team Knowledge Base with technical documentation regarding our applications and servers.Providing application support, installation and troubleshooting of bespoked applications.Training new starts technicians to assist in supporting our applications and our framework underneath.Monitoring and administering Windows servers NT/2k/2k3/2k8.Providing all support within the framework of ITIL & Princes 2 principals. Show less

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  Heriot-Watt University

  Nov 2010 - Mar 2011

  IT Administrator

  Logging calls for higher level support teams.Remote troubleshooting of desktop issues.Hardware rollout and desktop administration.User account administration.

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  Zonal Retail Data Systems

  Apr 2011 - Dec 2011

  Infrastructure Administrator

  Administration over all Active Directory domains,Administer all exchange serversCreating/rolling out Xp/Win 7 imagesTesting/Troubleshooting new hardware/software combinationsMigrating network hardware between subnetsPowershell and Auto IT scriptngTroubleshooting PXE boot problems and correctingInstallation of rackmount serversAdministering of NAS drivesNetwork/IP phone patchingRemote/Desk side supoortWriting technical documentation for new softwareWriting documentation that fills knowledge black holes Show less

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  Fujitsu

  Mar 2012 - now

  3rd Line Support Team Manager (Cloud & Infrastructure)

  Azure machine managementCitrix App LayeringCitrix cloud administrationRolling out software to Wintel infrastructure via SMS.Database administration and MI report generation.Creating automation macros to speed up repetitive tasks.Patching Servers across Wintel estate.Vbscript and vba programming .Documentation updating, consolidating and proof reading.Active directory administrationBreak fix/software resolutionProvide support for projects.Managing project rollouts.Citrix user administration.Patching and upgrading windows desktop estate.Powershell scriptingTraining new team membersTeam management Show less