Adaptable, methodical and patient support analyst seeking new rewarding opportunities, be they permanent or temporary. My career includes almost 10 years in the Jersey Finance industry, and I’ve covered supporting applications and hardware from the standard to the propriety. As a Subject Matter Expert I am confident advising and working with technical and project teams, and enjoy working with third-party support companies. I have a broad range of knowledge, and a willingness to tackle whatever is thrown my way.
With a varied career, (including 1st, 2nd and 3rd line support), I am very experienced in supporting business users from a wide range of different backgrounds, and take great satisfaction in making the complex world of IT simpler to them. Recently I’ve been a sole trader, offering IT support to charities and small businesses. I devised and conducted training sessions for charities in the basics of online and computer security, building on my training skills. I also enjoy voluntary work with a social enterprise which I have been doing since November 2018.
Furthermore I have a strong interest in Cyber Security, and would also relish any related opportunities. I think my broad background and mindset would greatly complement a role in that field.
Have a great day, and kindest regards.
Name: Alan MacPherson
Complicated Gentleman IT
Established to provide roaming IT support services for charities, community projects and small businesses. Offering practical reviews of their IT, along with security and usability recommendations. Created a combined computer-and-online-security training session. Delivered to representatives of twenty different organisations via the Association of Jersey Charities.
Societe Generale Kleinwort Hambros Bank (CI) Ltd
Part of the ITIL-aligned Group Hosted Services team, who supported production and test environments for over sixty internally-hosted applications. Primarily responsible for the document archiving system; purchase ordering / invoicing system; interface automation engine; Microsoft Dynamics CRM; automated monitoring; a number of internal website applications; data-warehouse systems; SAP Business Objects; SQL servers. Supporting application developers, both internal and international, in deploying new releases for user validation testing and out-of-hours production promotions. Testing and deploying monthly Microsoft updates to application and database servers requiring specific manual operations. Daily operation shift duties, monitoring system health and interface alerts, and carrying out key application procedures. Other Key memories: • Progressing patching automation, and establishing team procedures, saved ten hours a month and removed key-person dependency. • Facilitating handover of purchase-order responsibilities from IT to a Finance team, providing training and follow-up support, saving over twenty-five hours a month for IT. • Mentoring colleagues, including new Senior Analysts, in practices and procedures. Also coordinating team resources for urgent fault resolution and project work. • Progressively removing or automating operator-shift checks and tasks, saving time and further mitigating human error. Our efforts cut a seven-hour shift to two hours.
• LinkedIn Learning courses (2018 / 2019), including “Train the Trainer” and “The “Neuroscience of Learning”. Currently working through the CompTIA Security+ learning-path. • Attending local seminars about GDPR, IT security, and the charity sector (2018 / 2019). • First Aid at Work course, St John Ambulance (November 2015). • “Administering Microsoft SQL Server Databases”, QA Ltd (October 2014). • ITIL Foundation Certificate in IT Service Management, QA Ltd (December 2013). • Time Management course, Aberdeen and Grampian Chamber of Commerce (April 2007). • BSc in Electrical Engineering, Moray College and Inverness College (1998 – 2001). Graduated with Distinction, receiving Professor James Hedley award.