Summary
Overview
Work history
Education
Skills
References
Timeline
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Kerr Macgowan

Stirling,UK

Summary

Reliable professional with expertise in ERP management and a strong analytical skill set, adept at staff training and producing comprehensive training documentation. Demonstrates proficiency in systems testing, regression testing, and ITIL framework familiarity, ensuring seamless change management, problem management, and incident management. Utilises excellent communication skills to effectively manage IT ticketing systems and leverage the Microsoft Office Suite, including SharePoint. Committed to driving organisational success through innovative problem solving and strategic change initiatives.

Overview

14
14
years of professional experience

Work history

Application Support Analyst

Natural Power
Stirling, Stirlingshire
12.2023 - 07.2025
  • Provide first line user support for both third party enterprise level software, and internally developed software
  • Deal with complex issues and must resolve these in a timely manner
  • Deliver personalised training sessions to all departments within the business
  • Gathered system requirements and liaised with key stakeholders
  • Responsible for setting up all new starts on the ERP system and assigning appropriate user permissions
  • Carry out monthly inductions to all new starts, ensuring they are set up for success
  • Manage Natural Power's ERP system and other applications
  • Customised various aspects of the ERP system according to specific user needs, enhancing operational effectiveness
  • Managed critical application updates, ensuring minimal disruption during peak hours
  • Proficient in systems testing and regression testing
  • Collaborated with development teams for successful software enhancements
  • Managed and maintained user accounts, permissions and security settings in Active Directory
  • Knowledgeable in various aspects of work including but not limited to: Project Management, Time Management, Expenses, Procurement, Purchase Orders, Document Management
  • Excellent I.T skills
  • Strong numerical and data analysis skills
  • Strong workload management, planning and prioritising skills
  • Experienced with invoicing system/software packages
  • Experienced in capturing business requirements

Administrator

Diligenta
Stirling
06.2015 - 12.2023
  • Dealt with complex technical issues diligently thereby reducing errors in scheme administration
  • Processed retirement and death claims to ensure timely pay outs
  • Managed transfer values, ensuring accurate fund transfers
  • Ensured compliance to company policies through stringent audits
  • Performed complex benefit calculations promptly communicating findings within clients
  • Oversaw and trained staff on various aspects of work
  • Dealt with complex technical issues diligently thereby reducing errors in scheme administration
  • Conducted thorough research on regulatory changes influencing pensions administration

Customer Assistant

Marks & Spencer
Dunblane
01.2012 - 06.2015
  • Upheld company policies whilst interacting with customers to maintain brand reputation
  • Improved customer relations by promptly addressing queries and concerns
  • Participated actively in staff meetings contributing valuable insights towards improving store performance
  • Handled returns and exchanges efficiently maintaining high standards of service amidst challenging situations
  • Managed high pressure situations with ease, ensuring customer satisfaction during peak hours
  • Maintained a clean, organised workspace for the efficient operation of checkout area
  • Dealt effectively with customer complaints, resolving issues professionally and amicably
  • Provided excellent customer service to ensure repeat business
  • Collaborated efficiently with team members to maintain smooth store operations

Education

GCSEs -

St. Modan's High School

Skills

  • ERP management
  • Strong analytical skills
  • Staff training and producing training documentation
  • Systems testing and regression testing
  • ITIL framework familiarity
  • Problem solving
  • Microsoft Office Suite (including SharePoint)
  • IT ticketing systems
  • Excellent communication skills
  • Change management, problem management and incident management

References

References available upon request.

Timeline

Application Support Analyst

Natural Power
12.2023 - 07.2025

Administrator

Diligenta
06.2015 - 12.2023

Customer Assistant

Marks & Spencer
01.2012 - 06.2015

GCSEs -

St. Modan's High School

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Kerr Macgowan