Experience

Leith

• United Kingdom
• Marketing Services
• 100 - 200 Employee

• Senior IT Support Analyst

  • Nov 2022 - Present



Millar & Bryce

• United Kingdom
• Legal Services
• 1 - 100 Employee

• Support Analyst

  • Mar 2017 - Nov 2022



Artemis Investment Management

• United Kingdom
• Investment Management
• 100 - 200 Employee

• IT Support Analyst

  • May 2016 - Apr 2017

  • Complete allocated support tasks and administrative functions within agreed timescales and standards. • Comply with all Artemis IT policies. • Ensure that accurate configuration and operating records are kept. • Provision of professional systems support to end-users in all Artemis offices. • Provide out of hours support by being on-call, on a rotational basis • Ensure that IT technology is secure from physical and electronic penetration, virus attack and accidental disclosure. • Liaise with 3rd party outsource partner when required. • Ensure that a complete and accurate audit trail of support calls is kept within Service Desk Show less



Martin Currie

• United Kingdom
• Investment Management
• 100 - 200 Employee

• Support Analyst

  • Jul 2015 - May 2016

  • Taking ownership of incidents and resolving within SLAs (97% of all incidents within SLA). • Updating knowledgebase and wiki articles, or creating new ones, as appropriate, including DR procedure, ensuring correct processes are adhered to and increasing efficiency. • Provide out-of-hours on-call service for UK and overseas offices, ensuring 24/7 system availability. • Comply with Martin Currie IT policies including those on Security, change management, release management, software licensing, helpdesk procedures, and AAF requirements, preventing breaches. • Working on service improvement initiatives within Support and Operations, increasing efficiency. • Ensure that accurate configuration and operating records are kept, reducing internal budget wastage. • Carry out appropriate skill-sharing initiatives to ensure that backup staff has appropriate knowledge, increasing efficiency and leveraging. • Provision of professional systems support to end-users in all Martin Currie offices in Edinburgh, London, New York, Melbourne and Singapore, ensuring global coverage for financial operations. Show less



Moody's Analytics

• United States
• Financial Services
• 700 & Above Employee

• Application Support Specialist

  • Mar 2012 - Jul 2014

  • Respond to Service Desk requests empathetically, dealing with queries or complaints in a professional and effective manner, ensuring rapid resolution and high customer satisfaction levels on feedback. • Assigned cases, conducted jeopardy management and escalation of support issues on behalf of all B&H teams performing support functions, maintaining 96%+ SLA levels and avoiding potential future issues. • Responsible for incident management and service request fulfillment for assigned service desk cases within prescribed SLA targets and contractual obligations, preventing SLA penalties. Show less



Barclays Bank UK PLC

• United Kingdom
• Banking
• 1 - 100 Employee

• System Administrator

  • Jan 2005 - Mar 2012

  (Started with EDS in 2005. TUPE into Getronics in 2006. TUPE into Barclays 2010) • Conducted remote support for 30,000+ users, involving remotely controlled workstations to diagnose and resolve incidents within the desktop environment; this included registry key issues, boot issues, service and system errors. Managed incident queues and call allocation, achieving 98% SLA success. • Assisted senior managers with the successful resolution of a serious global business critical IT issue. (Started with EDS in 2005. TUPE into Getronics in 2006. TUPE into Barclays 2010) • Conducted remote support for 30,000+ users, involving remotely controlled workstations to diagnose and resolve incidents within the desktop environment; this included registry key issues, boot issues, service and system errors. Managed incident queues and call allocation, achieving 98% SLA success. • Assisted senior managers with the successful resolution of a serious global business critical IT issue.



University of Winchester

• United Kingdom
• Higher Education
• 700 & Above Employee

• IT Centre Supervisor

  • Apr 2003 - Jan 2005

  • Dealt with approximately 30 calls a day, 95% of which were resolved immediately, the rest were resolved within SLA, or escalated to the appropriate team and all calls were logged on a bespoke call logging system, to identify training needs. • Dealt with approximately 30 calls a day, 95% of which were resolved immediately, the rest were resolved within SLA, or escalated to the appropriate team and all calls were logged on a bespoke call logging system, to identify training needs.



Friends Provident

• United Kingdom
• Financial Services
• 400 - 500 Employee

• System Support

  • Feb 2000 - Apr 2003

  • Monitored the computer system, liaising with software suppliers and testing and implementing new code, resulting in the rapid resolution of 100% of problems, all reported and tested within SLAs. • Monitored the computer system, liaising with software suppliers and testing and implementing new code, resulting in the rapid resolution of 100% of problems, all reported and tested within SLAs.



Aspin Management

• Romsey, England, United Kingdom

• Information Technology Help Desk Support

  • Jun 1998 - Feb 2000

  • Provided 1st and 2nd level system, desktop and user support, for approximately eighty global client offices, running Windows ’98 on Dell PCs and servers, in addition to MS Office, SCO Unix, terminal emulators, WISE terminals and PC Anywhere. 95% of problems resolved within one working day. • Provided 1st and 2nd level system, desktop and user support, for approximately eighty global client offices, running Windows ’98 on Dell PCs and servers, in addition to MS Office, SCO Unix, terminal emulators, WISE terminals and PC Anywhere. 95% of problems resolved within one working day.



AECOM (incorporating Davis Langdon, An AECOM Company)

• United States
• Construction
• 700 & Above Employee

• Information Technology Support Specialist

  • Mar 1996 - Jun 1998

  • Created the manuals and on-line help file for new in-house software, ensuring the spread of best practice and business knowledge; this also saved the expense of outsourcing this task. • Created the manuals and on-line help file for new in-house software, ensuring the spread of best practice and business knowledge; this also saved the expense of outsourcing this task.



Denley King Partnership

• United Kingdom

• Information Technology Support Specialist

  • Aug 1995 - Mar 1996

  • Successfully resolved IT issues in local and remote offices. • Successfully resolved IT issues in local and remote offices.