Experience

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  Level four software

  Nov 2007 - Nov 2011

  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 Show less (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 Show less

  • IT Administrator

    Nov 2009 - Nov 2011

  • Support Analyst / IT Administrator

    Nov 2007 - Nov 2009
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  Clear2pay

  Nov 2011 - Feb 2015

  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. Show less 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 Show less

  • Internal Support Lead

    Sept 2014 - Feb 2015

  • IT Administrator

    Nov 2011 - Sept 2014
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  I-design ltd

  Feb 2015 - Mar 2020

  Support & it administrator

  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 Show less

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  University of st andrews

  Mar 2020 - now

  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. Show less

  • IT Service Desk Supervisor

    May 2024 - now

  • IT Service Desk Analyst & System Administrator

    Dec 2022 - May 2024

  • Service Desk Analyst

    Nov 2021 - Dec 2022

  • Application Support Officer

    Mar 2020 - Nov 2021