CHRIS WHITEMAN

This role in Intentional IT has me working closely with and supporting multiple different MSP customers. Main responsibilities as MSP support include but are not limited to; Printer, Desktop, Laptop support, mobile support, server management, new installs of software and hardware.

• Administered user access control, enforcing strict compliance with company policies.
• Designed specialised software to meet client requirements.
• Resolved customer queries to ensure optimal service satisfaction.
• Enhanced team productivity by facilitating technical training sessions.
• I oversee all tickets via our service portal for all our customers
• I am involved in managing Local desktop security & being alert to cyber attacks/phishing and advising our customers in any instance of breach.

My role in Vectorcloud see's me outsourced to a larger IT Company in which my main responsibility is working as the only onsite Engineer for two separate business in Edinburgh city centre. Both sites require standard MSP support, Printer, Desktop & Laptop support and one of the sites comes with a server to manage and keep running smoothly. I've been involved in networking for one of the offices and re-cabled the entire office for health and safety reasons.

• Administered user access control, enforcing strict compliance with company policies.
• Designed specialised software to meet client requirements.
• Resolved customer queries to ensure optimal service satisfaction.
• Enhanced team productivity by facilitating technical training sessions.
• I oversee all tickets via a service portal for 4 offices.
• I am involved in managing Local desktop security & maintaining staff adhere to the rules as well as preparing them for cyber attacks/phishing by championing cyber security training and knowledge.
• In down time I oversee the tickets for the business entire UK operation.

Primary responsibilities in my role included managing multiple outlook inboxes which covered various issues regarding a vast multitude of the software we supported within the business. We supported problems like, shift assignment issues, internal system errors, creating new members of staff. I solo manage a phone line in which I reset passwords and migrate users within Azure to make sure they were included in the correct domains for the business.

• Uncovered trends and patterns and reported to senior decision-makers.
• Monitored KPIs and tracked continuous progress to evaluate efficacy of business solutions.
• Collaborated with cross-functional teams to implement operational improvements and business strategies.
• Automated tasks to increase efficiency and reduce department workload.

• Maintained up-to-date knowledge of emerging technologies to ensure competitive advantage.
• Investigated and resolved escalated incidents, collaborating with 1st Line Support to enhance issue resolution efficiency.
• Coordinated with 1st line support to streamline processes.
• Provided administrative support to management team resulting in streamlined operations.
• Supported new hires in understanding their roles and responsibilities within the production line.
• Assisted with Password resets
• Did basic troubleshooting

• Primary duties are to provide a high level of knowledge on our product and IT systems to supply the client with a great level of customer service and diagnose their issue quickly and efficiently.

• Primary duties are to provide system expert support for certain contracts that our team deal with, resolving any technical or claims issues my team have and making sure that all claims are paid on time and to the right place.