Summary
Overview
Work history
Education
Skills
Timeline
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Graham Mcsporran

Boness,Falkirk

Summary

Experienced IT professional with a strong work ethic and over 25 years in the industry, specialising in technical support with a focus on customer service, colleague relations / communication, service improvement, and lifecycle management. A good working knowledge in Cisco networking, with practical knowledge of Cisco commands. Experienced in supporting IT functions on a national critical infrastructure site.


Excellent understanding of change management, ensuring smooth transitions and minimal disruption during system updates or changes. Experienced in risk management, identifying and mitigating potential IT risks to keep business operations running smoothly.


Strong understanding of cyber security, implementing good practise in security measures to protect data and systems against potential threats. Extensive experience with ITIL processes, including incident management, service desk support, problem resolution, and service level management, to optimise service delivery and continuous improvement.

Overview

28
28
years of professional experience

Work history

Technical Account Lead

Pulsant
Edinburgh
05.2021 - Current
  • Cross-Functional Collaboration: Worked closely with Account Management, Service Management, Support Operations, Solutions Architects, and Project Management teams to maintain and enhance client IT infrastructures throughout the solution lifecycle, driving continuous service improvement.
  • Proactive Maintenance & Support: Managed proactive maintenance and support of infrastructure and application solutions for high-value major clients, ensuring optimal performance and reliability.
  • Problem Management: Led problem management efforts, swiftly addressing and resolving issues to maintain client satisfaction and system integrity
  • Customer Service & Infrastructure Solutions: Ensure high-quality customer service by reviewing and assisting in the delivery of effective infrastructure solutions within Pulsant's product offerings.
  • Technical Expertise & Support: Provide subject matter expertise across the design, deployment, and support stages, assisting customers, service delivery teams, and solutions architects.
  • Documentation & Auditing: Develop and maintain comprehensive customer documentation. Conduct infrastructure audits, offering insights and recommendations on health, deployment standards, and best practices.
  • Complex Issue Resolution: Troubleshoot and resolve complex server or server infrastructure related technical issues escalated from other business areas.
  • Mentorship & Training: Mentor and train less experienced team members and wider company staff, enhancing overall technical capabilities and knowledge sharing.
  • Stakeholder Management: Maintain strong relationships with key stakeholders, including suppliers, customers, and colleagues within Pulsant.

Infrastructure Systems Manager

Pulsant
Edinburgh
08.2017 - 05.2021
  • Infrastructure Support: Delivered comprehensive infrastructure support across a diverse client base, ensuring systems operated efficiently and met client requirements.
  • Independent & Team Collaboration: Managed support for smaller sites autonomously, while contributing to larger, complex projects as part of a broader team to deliver complete infrastructure solutions.
  • Mentorship & Documentation: Mentored junior technical staff, ensuring their development and the accuracy of documentation and setup instructions, enabling support teams to effectively manage client requests and incidents.
  • Project Involvement: Assisted with key assignments, including transitioning new infrastructure solutions (servers, storage, workstations) into support and upgrading or expanding existing systems and applications (e.g., ESXi, Server OS, Veeam).
  • Advanced Troubleshooting: Assisted in troubleshooting complex server infrastructure incidents escalated from the Service Desk, applying advanced knowledge to resolve issues promptly.
  • Pre-Sales Technical Support: Worked closely with the account management team as a pre-sales technical advisor, gathering customer requirements and assisting in converting them into proposals.
  • System Monitoring & Maintenance: Monitored infrastructure systems to identify and resolve equipment failures or performance issues, ensuring consistent and reliable operation.

Infrastructure Systems Manager

Edinburgh Airport
Edinburgh
04.2013 - 08.2017
  • Infrastructure Support: Delivered comprehensive infrastructure support enuring systems operated efficiently and met operational requirements.
  • Mentorship & Documentation: Mentored junior technical staff, ensuring their development and the accuracy of documentation and setup instructions, enabling support teams to effectively manage client requests and incidents.
  • Project Involvement: Led key assignments, including transitioning new infrastructure solutions (servers, storage, workstations) into support and upgrading or expanding existing systems and applications (e.g., ESXi, Server OS, Veeam).
  • Advanced Troubleshooting: Assisted in troubleshooting complex server infrastructure incidents escalated from the Service Desk, applying advanced knowledge to resolve issues promptly
  • System Monitoring & Maintenance: Monitored infrastructure systems to identify and resolve equipment failures or performance issues, ensuring consistent and reliable operation.
  • Hardware Installations & Updates: Executed new hardware installations and updates, ensuring systems remained functional and secure.
  • Software Management: Installed software for users, continuously monitoring and managing version and patch updates to maintain system integrity.
  • System Upgrades: Oversaw and performed hardware and software upgrades on network servers, including operating systems and applications, to ensure optimal performance.
  • Equipment Preparation: Prepared equipment for staff use, including installing cables, operating systems, and necessary software, ensuring a ready-to-use workspace.
  • Workspace Organization: Organized employee workspaces by setting up computers, monitors, and associated cabling or equipment to ensure a productive environment.

Senior Customer Engineer

Computacenter
Edinburgh
10.1996 - 04.2013
  • Technical Support & Troubleshooting: Provide advanced technical support across hardware and systems, including troubleshooting, staging, configuration, and ticket resolution for both internal and external customers.
  • Complex Technical Work: Execute a range of complex technical activities remotely or on-site, ensuring alignment with business and customer requirements.
  • Team Coordination: Lead small teams to deliver basic work packages, ensuring adherence to company processes and customer needs.
  • Technical Leadership: Offer technical leadership and expertise in specialized areas, guiding colleagues and customers through complex technical challenges.
  • Documentation & Compliance: Maintain thorough documentation and reporting on completed work to ensure full compliance with company and customer procedures.
  • Successfully delivered on tasks within tight deadlines.
  • Increased customer satisfaction by resolving issues.

Education

High School Diploma -

James Young High School
Livingston
01.1986

Skills

  • Windows operating systems
  • Microsoft office applications
  • Administering Office 365
  • Windows Server Administration (2012, 2016, 2019, 2022)
  • Administering Windows AD
  • Remote support using RDP and Teams
  • Fault Finding hardware / software
  • Cisco networking
  • Veeam Backup & Replication, Zerto Disaster Recovery
  • Microsoft SCCM (System Center Configuration Manager)
  • System Monitoring, Patching, and Automation

Timeline

Technical Account Lead

Pulsant
05.2021 - Current

Infrastructure Systems Manager

Pulsant
08.2017 - 05.2021

Infrastructure Systems Manager

Edinburgh Airport
04.2013 - 08.2017

Senior Customer Engineer

Computacenter
10.1996 - 04.2013

High School Diploma -

James Young High School

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