Experience

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  Mcdonald's corporation

  Aug 1999 - Nov 2003

  Crew member

  General duties including serving customers, preparing food, health and safety etcBreak in service whilst working at BT

• 

  Bt

  Jan 2001 - Nov 2002

  Technical help desk advisor

  • Logging of incidents, service requests, changes and problem tickets in the Help Desk application (Remedy).• Resolve, where possible, all incoming customer queries and taking ownership and responsibility for them.• Checking and following up queries, problems and resolutions.• Closely working with the IT department to achieve high level of quality and response.• Initiate and contribute to projects raised within the team related to service improvements and technical product evaluations.• Maintain current documentation and procedures and complete internal process and administration as required. Show less

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  Dwp

  Nov 2003 - Jan 2005

  Admin assistant

  General Admin Duties

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  Balfour beatty workplace

  Jan 2005 - Jun 2011

  Working for Balfour Beatty Workplace and the Civil Service my duties were to provide cover for 5 different jobs over 10 offices in Tayside and Fife. The jobs included – messenger work, typing, reprographics, switchboard and stationary clerk as well as responsibility for the maintenance and upkeep of office reprographic equipment i.e. photocopiers, printers and fax machines. I was a Deputy Team Manager for these offices since September 2007. These duties included the coordination of staff over the sites, dealing with absence, team meetings, fleet management, health and safety, recruiting of staff, complaints, coordination with outside agencies i.e. Royal Mail, TNT, Adecco, Manpower and any other general TM tasks that arose on a daily basis.I also assisted in the implementation of new computer systems that needed installed throughout the offices in Scotland and the North East of England. For this, I attended various meetings and telekits, then it was my responsibility to distribute the information gathered to all Management staff throughout the offices. Show less

  • Team Manager/ Mobile Office Support Assistant (MOSA)

    Nov 2008 - Jun 2011

  • Customer service

    Jan 2005 - Nov 2008
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  Dundee tech repair ltd

  Jul 2011 - Jan 2015

  It/electronic hardware/software technician

  Director/IT//Electrical hardware technician, Dundee Tech Repaid Ltd June 2011 – January 2015Repair, maintenance and testing of electronic equipment. Specialising in ITSome areas for repair include (but are not limited to) • Windows XP, Vista,7,8, Linux,OSX• Identifying software and hardware problems• Viruses, Malware/ransomware removal• Power jack/component soldering• Circuit board testing/replacing• Low voltage panel repairs• Fault diagnosis, fault finding and implementation of planned preventative maintenance repairs• Installation, calibration, and modification of electronic systems and components• Changing inverters and backlights• Interpret electrical drawings/diagrams• Memory upgrading / replacing/ identifying, etc• Hard drive replacing/ formatting/ recovery• Network monitoring, configuration of routers, switches.• Remote Access• Installing drivers/software/ operating systems• Back up Technologies Show less

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  N-able

  Feb 2015 - now

  Technical demonstrations and on-boarding of customers including help and advice to MSP's and IT Pros, for our range of software including MSP Remote Management & Monitoring, MSP N-Central, MSP Backup & Recovery, MSP Mail, MSP Service Desk, MSP Manager, MSP Anywhere, MSP Risk Intelligence.Pre-sales activities include:Pre-Sales product demonstrations via web-meeting over the internetManage pilot prospect evaluations and provide technical assistance during the evaluation processProvide pre-sales support via online support toolProvide trial orientations and walkthroughs focusing on N-able's strengths and capabilitiesField competitive questions as they arise.Post-sales activities include:Work with Partners to assess and address client requirements during deployment N-able's remote monitoring and management solution.Offer Design and configuration best practices to partners when deploying N-able products to Partner's networksProblem identification and resolution during deploymentDeliver product training to Partners Show less Provide Technical help and advice to MSP's and IT Pros, for our range of software including MSP Remote Management & Monitoring, MSP N-Central, MSP Backup & Recovery, MSP Mail, MSP Service Desk, MSP Manager, MSP Anywhere, MSP Risk IntelligenceSome areas of expertise:• Remote Management Software • Antivirus • Mail filtering/configuration• Backup • Web Filtering• VMware/Hyper V support• Remote Access• Debugging• Windows, Linux, OSX • Patch Management Show less

  • Senior Product Manager

    Sept 2024 - now

  • Product Manager

    Mar 2021 - Sept 2024

  • Sales Engineer EMEA

    Feb 2018 - Mar 2021

  • Senior Technical Support Engineer

    Jan 2017 - Feb 2018

  • Technical Support Engineer

    Feb 2015 - Jan 2017