Emma Henderson
Livingston,West Lothian
Summary
IT support professional with solid skills in troubleshooting hardware and software issues, providing technical assistance to users, and maintaining system performance. Adept at managing helpdesk operations, ensuring timely resolution of technical problems, and delivering high-quality customer service. Strong communicator with ability to explain complex technical concepts in simple terms.
Overview
29
29
years of professional experience
Work History
IT Specialist
Fujifilm
Grangemouth
02.2020 - 09.2025
- Provided expert technical support, resolving complex issues to minimise downtime.
- Managed IT inventory, tracking hardware and software assets to ensure compliance and budget adherence.
- Administered user accounts, permissions, and access rights, maintaining strict data security protocols.
- Administered software licences to ensure compliance.
- Participated in IT projects, contributing technical expertise to achieve project goals within deadlines.
- Documented IT procedures and system configurations, ensuring consistency and knowledge sharing.
- Installed new hardware and software to meet system specifications and user needs.
- Upgraded hardware promptly to minimise service disruptions.
- Resolved service user requests within target timeframes.
- Implemented data backup and recovery strategies, mitigating risks of data loss.
- Backed up servers regularly.
- Conducted regular system audits to maintain and improve IT infrastructure performance.
- Notified staff of disruptions during installations, upgrades, and outages.
- Set up, optimised and managed network equipment.
- Facilitated migration of systems and data to cloud-based services, enhancing data accessibility and collaboration.
Remote Technical Specialist
DXC FDS
Grangemouth
09.2002 - 01.2020
- Installed new hardware and software to meet system specifications and user needs.
- Provided technical support to users, diagnosing software and hardware issues to restore functionality.
- Responded to customer emails, calls and live chat regarding technical malfunctions and issues to fix remotely.
- Helped customers set up new systems, applications and software.
- Managed the installation and configuration of computer systems and networks, ensuring seamless integration and minimal disruption.
- Collaborated with cross-functional teams to develop and implement IT solutions that met business needs and performance goals.
- Followed user guides and technical manuals to complete skilled repairs.
- Set up new workstations for users with proper cables, equipment and software.
- Documented technical problems and resolutions in a knowledge base, aiding in faster issue resolution.
- Resolved service user requests within target timeframes.
- Upgraded hardware promptly to minimise service disruptions.
- Backed up servers regularly to reduce data loss.
- Used support tickets to track and speed up incidents.
- Diagnosed and resolved technical issues for customers via phone, email, and remote access tools, improving client satisfaction and reducing downtime.
Senior IT Analyst
CSC
Grangemouth
07.2000 - 09.2002
- Technical support for hardware and software.
- Support for telephones and pagers.
- Basic network connections and troubleshooting.
- Hands-on support for third-party server and network services.
IT Support
Zeneca
Grangemouth
05.1997 - 07.2000
- Technical support for hardware and software.
- Hardware and software auditing, procurement, and installation.
- Procurement, programming and support of telephones and pagers.
IT Support Technician
Amethyst Training
Edinburgh
09.1996 - 05.1997
- Organised and prepared Microsoft Certified training rooms.
- Technical assistance for Microsoft Certified training sessions.
- Hardware and software support for employees and trainees.
Education
Bachelor of Science -
1996
- BSc Computing Graduate
Skills
- Data backup strategies
- Service request resolution
- Communication skills
- Willingness to learn
- Analytical and critical thinking
- Software installation
- User account management
- Desktop support
- Network troubleshooting
- Hardware diagnosis
- IT project management
- Compliance auditing
Volunteering
- Trustee and secretary for local scout group Board of Trustees
Hobbies and interests
- I am a member of the Rock Choir and have sang at some public events including the Edinburgh Fringe Festival
Timeline
IT Specialist - Fujifilm
02.2020 - 09.2025
Remote Technical Specialist - DXC FDS
09.2002 - 01.2020
Senior IT Analyst - CSC
07.2000 - 09.2002
IT Support - Zeneca
05.1997 - 07.2000
IT Support Technician - Amethyst Training
09.1996 - 05.1997
Edinburgh Napier University - Bachelor of Science,