Keith Henderson

Experience

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  The Edinburgh Woollen Mill Ltd

  Sept 1992 - Dec 1995

  I was the main technical support contact for the 350+ high-street retail stores that the company had throughout the UK. I was team leader for four others to maintain a high quality of problem management and resolution. My duties also included ensuring that all the company’s sales data and stock levels in each store were downloaded and backed up daily. My role also extended to general housekeeping on the company’s Digital VAX systems, ensuring that the data backups were verified and stored securely off-site. Show less

  • IT Helpdesk Supervisor

    Mar 1995 - Dec 1995

  • Stockroom Assistant

    Sept 1992 - Mar 1995
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  Manpower UK

  Dec 1995 - Oct 1999

  Desktop Support Engineer (with IBM)

  During my time working for IBM I have progressed from my role as a Service Engineer to Desktop Support Engineer. During this transition I had the opportunity of a 6-month development assignment as the Service Delivery Manager for a busy Servicepoint in Newcastle. My primary functions were to manage and optimise the resources of the Servicepoint on a day-to-day basis in order to deliver a high quality, dependable hardware repair service to our customers. This was a key role involving direct management of personnel, which strengthened my management and communication skills. IIn my role as a Desktop Service Engineer I was responsible for the delivery of service to the satisfaction of our customers including fast and accurate problem determination. I qualified as an IBM certified IBM Master Maintainer and Professional Server Expert (PSE).During this period I was self-studying and passing the exams towards attaining the Microsoft Certified Systems Engineer (MCSE) Show less

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  IBM United Kingdom

  Oct 1999 - Oct 2015

  The Service Delivery Manager is responsible for the delivery of the hardware maintenance service to the customer under the terms of the maintenance contract.I was assisting the RBS Data Centre Management Service Delivery Manager for 6 months while the account Project Executive was on maternity leave. This 6 month assignment allowed me to use my extensive systems knowledge in a different way. I became the “go to” person for IBM hardware activities. I attended many service reviews with the various client teams and help them to progress many of their projects. I was also responsible for driving the problems from within IBM ensuring all required resources are available. I understood the customer’s business environment and needs. I actively participated in weekly Change Management review meetings, an IBM service improvement, to plan/discuss all the upcoming IBM hardware changes to ensure that the IBM team delivered without service impacting issues. Show less As the lead account Hardware System Service Representative for Royal Bank of Scotland (RBS) I was responsible for the on-site installation, maintenance and repair of IBM brand and multi-vendor systems and components, including hardware, networking products, software and operating systems within their Data Centres. I was the primary technical interface to RBS for the coordination of hardware support and delivery of operational services as required by the client. I advised RBS on preventive maintenance, configuration and operation and environmental factors which may impact product performance or impair my client’s IT operation.I regularly performed many service activities such as systems assurance, installation planning, account management, systems-level problem determination, discontinuance and relocation of IBM and non-IBM systems and products. I ensured a high level of client satisfaction for service delivery, technical support and operational services for my client account.When critical situations occurred I managed the situations until the problem was fully understood and resolved. I have a thorough understanding of IBM’s technical support strategy and I was responsible for the technical value relationship to protect revenue base and identify new services opportunities.Other achievements:Apple Certified Mac Technician (ACMT) in 2014Elected as a member of the IBM Technical Council (2010, 2011 and 2012) Show less During this period I increased my responsibilities and progressed from an IBM Desk-side Support Engineer (DSE) to a System Service Representative in Royal Bank of Scotland’s Data Centres in Edinburgh. I self-studied and attained the Microsoft Certified Systems Engineer (MCSE Windows NT 4.0) and the National Vocational Qualification (NVQ) Assessor Qualification (D32/D33). I was formally trained on IBM mainframe Servers (z-Series), IBM storage subsystems and studied advanced problem determination on Storage Area Networks (SAN). I was responsible for on-site installation, maintenance and repair of IBM and multi-vendor systems and components, including hardware, networking products, software and operating systems within their Data Centres.Other achievements:NVQ - IT Services Customer Systems Support Level 3 (Mar 2002)Elected as a member of the IBM UK Technical Council (2003,2004 and 2005)Awarded an IBM UK Excellence Award in Feb 2004 Show less

  • Assistant Service Delivery Manager (at RBS)

    Feb 2015 - Oct 2015

  • Lead Senior Systems Service Representative (at RBS)

    Jun 2005 - Feb 2015

  • Systems Service Representative (at RBS)

    Oct 1999 - Jun 2005
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  IBM United Kingdom Ltd

  Oct 2015 - Aug 2020

  Advisory IBM Z Client Technical Specialist
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  IBM

  Aug 2020 - now

  Senior IBM Z Client Technical Specialist