Daniel Robert MacDonald
Nairn,Highland
Summary
Experienced IT Support and Customer Service professional with over 10 years' experience supporting users in fast-paced environments. Skilled in service desk support, troubleshooting hardware and software issues, Microsoft technologies, networking fundamentals and customer communications. Award-winning team member recognised for outstanding support, with experience managing systems used by over 2,000 employees. Reliable, approachable and committed to delivering excellent service while continually developing technical skills.
Overview
15
15
years of professional experience
Work history
IT Support Team Leader / IT support assistant
Meallmore Ltd
Inverness, Highland
05.2015 - Current
- Provide first-line IT support for staff across multiple care homes.
- Handle inbound calls from staff, relatives and healthcare professionals.
- Monitor and manage the company IT helpdesk, prioritising and resolving support tickets.
- Troubleshoot hardware, software, networking and user account issues.
- Administer Caremore system supporting over 2,000 employees.
- Work closely with IT department on projects and ad-hoc technical tasks.
- Recognised with 2017 Head Office & Field Support Award for exceptional service
- Managed software installations, updates, and system improvements for optimal performance.
- ManageEngine Certified Product Associate
Service Desk Analyst
Capgemini UK
Inverness, Highland
10.2013 - 10.2014
- Delivered first-line technical support to customers.
- Diagnosed software, hardware and network issues.
- Escalated complex incidents to specialist support teams.
- Maintained high levels of customer satisfaction while meeting service targets.
- Completed an IT & Technology Apprenticeship through Baltic Training.
Kitchen Porter
Café One
Inverness
04.2011 - 05.2012
- Maintained kitchen cleanliness and supported food preparation.
- Completed deep cleaning tasks as instructed by supervising chef or manager.
Education
High School - Highers
Inverness High School
InvernessHigh School - Standard Grades
Inverness High School
InvernessSkills
Technical Skills
- IT Service Desk Support
- Active Directory
- Microsoft Office 365
- Windows
- Remote Support
- Helpdesk Systems
- Networking Fundamentals
- Cisco ITE
- Troubleshooting
- Hardware & Software Support
- Network cabling knowledge & Rack maintenance
- Customer Service
- Excellent communication
- Problem solving
- Teamwork
- Time management
- Attention to detail
- Organisation
- Reliability
References
References available upon request.
Timeline
IT Support Team Leader / IT support assistant
Meallmore Ltd
05.2015 - Current
Service Desk Analyst
Capgemini UK
10.2013 - 10.2014
Kitchen Porter
Café One
04.2011 - 05.2012
High School - Highers
Inverness High School
High School - Standard Grades
Inverness High School