Experience

Harding

• United Kingdom
• Retail
• 400 - 500 Employee

• • Jan 2012 - Present

  At Harding Retail, I work to support our retail systems operating within the cruise industry.We partner with over 20 of the world’s top cruise lines and I provide support for our on-board retail operations in over 250 shops, evaluating and responding to any issues presented from our retail stores. Harding's leads the way in cruise retail operations and I provide support and advice within the company to ensure the smooth running of these operations.As senior Ship Systems Support Analyst, I work directly with business stakeholders, cruise line officers and retail staff to support and deliver POS and retail systems developments.I provide support and advice with our back office projects using innovative technology so as to move us forward in the cruise retail industry.Problem solving, analysis, prioritisation and the building of structured and robust process are a large part of my role as well as the continued focus on point-of-sale and ship systems projects.My present role requires good communication, organisation and a combination of incident management, Problem Analysis and general traditional IT support.• I provide support for new installations of on-board ePOS systems.• Business analysis for future ship systems initiatives and projects.• Develop working relationships with stakeholders • Provide primary communication between Harding and Cruise line Technical officersI have developed the role significantly over the last few years, so as to adapt to the expanding business and the changes seen in retail operations. I have proven capability in many soft skills, problem solving, good organisation, prioritisation and communication skills and I am also ITIL qualified, working well within a team of IT Staff based at our UK head office, where we continue to provide delivery and support of retail solutions to our cruise partners across the globe. Show less

• • Jan 2011 - Jan 2012

  I provide prompt, polite and efficient technical support and first fix resolution. I provide this support as part of a small team and have been contracted to help with Hardings during a period of fast growth and investment.



dmg media

• United Kingdom
• Media Production
• 200 - 300 Employee

• IT Lead support technician

  • Jan 1987 - Oct 2010

  Lead desktop service support technician and backfill infrastructure support technician for the main West and Southwest data center. Management of a team of five IT technicians primarily dealing with desktop support and following strict ITIL guidelines for managing incidents. My role included day to day management of IT staff, delivery of company wide support, rapid response to IT incidents and oncall out of hours support for systems including being the main point of contact for any major outages. I presented communications at all levels, providing responsive feedback to Director / Stakeholder Senior Management, Customer / business management and IT professionals and maintained a robust IT support solution for the business. Successes included business deployments such as new Windows OS deployment, McAfee laptop data encryption, Citrix applications deployments, WSUS patching and testing, lead support of desktop hardware, upgrades and patch deployment. Representing a significant part of my career, the breath of technology within the newspaper industry provided unique customer support experience in a highly charged and deadline driven environment. Show less