Chubb

•	Analyze and assist with the documentation of change requests and requests for data updates to existing CMDB classes
•	Support both external IT Suppliers and internal platform team in the delivery of CMDB changes and updates, ensuring they meet the documented requirements and are tested successfully prior to release
•	Assist with CMDB Governance process including meeting preparation, action item follow-up, and change proposal presentation 
•	Review CMDB data and manage health reports to identify classes and individual attributes that require remediation
•	Produce regular reporting and correlation analysis that details the completeness of classes based on the available CMDB data
•	Interface with consumers and stakeholders of CMDB to document business needs and assist with queries
•	Create and deliver training material related to usage of CMDB 
•	Contribute to the maintenance of the CMDB Configuration Guide
•	Assist with conducting regular data certification/attestation exercises related to the CMDB 
•	In partnership with Configuration Manager, review and approve service definition requests
•	Manage and resolve incidents, problems, and requests against ServiceNow applications/services including engagement with ServiceNow HI support where necessary
•	Perform routine maintenance including performance monitoring and error identification/ remediation
•	Review, test, and migrate configuration for production release 
•	Manage instance Security, User/Group Access/Access Control Lists 
•	Support platform integrations, patches, and upgrades

ServiceNow Administrator

• Provide ongoing technical support across all computers and IT systems across the Glasgow office
• Contribute to hardware fault-finding, printer support, computer replacements
•  Lead on the delivery of reimaging and operating system upgrades 
• Troubleshoot CHUBB-bespoke applications, and test new / existing applications with ACE 
• Liaise with the packaging team to deploy new applications to the end-user and install manually
• Install switches and packet shapers within the communications room
• Technical support regarding mobile and phone systems, such as Blackberry, iPhone and Avaya 
• Handle any escalations that arise and escalate further issues to senior management or suppliers 
• Ensure IT support is in place in the Glasgow office, and regional offices across the UK if needed
• Install and configure phone and IT systems during desk moves in Glasgow and regional offices
• Monitor the support ticket stack to ensure ownership is assigned and requests are resolved on time
• Manage the Active Directory, as well as controlling access and installations via the directory
• Assess current procedures and identify areas where processes can be streamlined to drive efficiency 
• Deliver end user and helpdesk staff training , ensuring IT staff have the knowledge to fulfil their remit 

Achievements: 
o Led large-scale desktop deployments throughout the UK and Europe
o Recently appointed as Chairman of the Diversity & Inclusion group for Scotland at CHUBB.

Senior Site Support Analyst

• Responsible for handling escalated queries from Level 1 helpdesk in countries across the EMEIA region
• Managed specific internal applications, and escalated issues to the 3rd Level Support Group 
• Acted as a conduit between the employee and 3rd Level Groups to facilitate a quick turnaround 
• Lead meetings with project leads and deliver appropriate training for Level 2 and Level 2 Helpdesk staff
• Provided additional support to Level 2 support staff on application and phone/laptop hardware issues
• Reinstall and configure applications i.e. MS Office 2007/2010, Windows XP/7, Lotus Notes and Outlook
• Completed annual performance reviews, and delivered relevant training to Level 1 Helpdesk staff
• Ensured the team received adequate support at all times
• Managed the team in the managers absence - leading weekly conference calls to maintain standards
• Identified improvements across applications (CRM / Interaction, EY Leads, Retain Enterprise, Financial Applications) by communicating with 2nd and 3rd Level staff to analyse patterns of tickets

Achievement: 
o Studied colleagues’ applications to not only build my own knowledge, but to also expand the variety of queries I could handle while supporting the team in the absence of the manager.

Senior Service Desk Analyst - Level 2

• Delivered 1st line IT support to all internal Ernst & Young employees throughout the UK and Ireland
• First point of contact to resolve issues, escalating them to 2nd and 3rd level support groups if required
• Handled IT queries via telephone and email while demonstrating excellent customer service 
• Provided hardware support, including troubleshooting printer, blackberry, laptop / desktop issues
• Oversaw the set-up of Blackberry Accounts and ensured these were synchronised with emails
• Onboarded and trained new IT and helpdesk employees and integrated them into support groups
• Oversaw that new staff possessed relevant resources and had access to the necessary applications
• Handled out of hours calls from Nordic countries, and provided support and advice as required 
• As Finance Champion, handled queries related to expenses submitted and timesheets

Achievement: 
o Supported the deployment of a new timesheet and expense system into the service desk.

Service Desk Analyst - Level 1

Dell

•  Delivered IT telephone support for all Dell desktop computers and laptops
• One on one liaison with clients to resolve hardware and software issues, and handling queries 
• Escalated issues to managers and other departments where necessary
• Strong knowledge of Dell hardware, operating systems - performing system teardown and replacements
•  Provided additional training for new employees on the then current system being used
• Demonstrated excellent customer service to resolve issues promptly and ensure satisfaction

Technical Support Analyst

• Providing 1st line support to JP Morgan Employees
• Resolved issues during live customer phone calls, escalating any issues to relevant support groups
• Regularly liaised with other JP Morgan helpdesks, such as India, USA, etc. to resolved IT problems
• Assisted users with Lotus Notes setup, using Tivoli and Citrix using as logging tools and support tools
• Dealt with user accounts and doing password resets for different servers

Helpdesk Analyst

I am a results-driven professional who has dedicated the last 18 years of my career to providing the highest quality of IT and technical support across a number of industry-leading organisations, gaining promotion up through the ranks to now operate as a Senior Site Support Analyst with CHUBB.

During this time, I have developed a strong technical skillset alongside vast industry expertise, including 3rd line support, hardware and software troubleshooting, issue management and large-scale deployments, with the capacity to adapt and apply these to real world issues.

I am a visible leader and creative problem solver capable of working at a strategic level to manage the workload and performance of dynamic teams. I am proactive in identifying and implementing opportunities for change to achieve streamlined processes and continue to play a key role in driving best practice, high service levels and client satisfaction.

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