Lee West
Inverness ,Highlands
Summary
Resourceful IT Professional experienced in providing technical support and problem-solving. Delivered exceptional end-user support by resolving complex technical issues and communicating IT concepts to non-technical users. Monitored and optimised system performance while driving improvements through effective change management and risk assessment strategies.
Overview
1
1
Language
13
13
years of professional experience
Work History
IT Operations Analyst
Capgemini
09.2025 - Current
- Monitored infrastructure performance and analysed trends to optimise system operations, resulting in improved reliability.
- Managed system-wide operating system and software deployments, resolving upgrade problems to ensure seamless user experience.
- Adjusted system configurations to enhance security and performance metrics. for enhanced security and performance metrics.
- Planned patching schedule and patched requested servers throughout day and night.
- Supported end-users with complex issue resolution, contributing to increased user satisfaction and reduced downtime.
- Responded to user requests and categorised them for efficient support delivery. for assistance in order to provide top-notch support.
IT Analyst
Capgemini
iNVERNESS, Highlands
04.2015 - 09.2025
- Managed the resolution of technical issues, providing timely support to minimise downtime.
- Monitored multi-client desk during night shift, overseeing areas with significant financial risk.
- Coordinated response to major incidents while covering multiple roles on the night shift.
- Managed calls and logged incidents for multiple clients during dayshift and nightshift.
- Gathered and defined user requirements for system updates.
- Assisted in the development of IT policies and standards to govern the use of technology resources.
Bartender
Caley thistle supporters club
iNVERNESS
02.2013 - 08.2014
- Took customer orders and prepared drinks according to best practices, ensuring consistent quality and taste.
- Handled cash transactions and operated point-of-sale systems with accuracy and integrity.
- Stocked and organised bar to facilitate quick service and enhance customer satisfaction.
- Cleaned bar promptly to maintain professional appearance and create a welcoming environment.
Education
Scottish Qualifications Certificate - Information Technology
Capgemini
inverness 2017
NVQ Level 2 - Engineering
university of the highlands and islands
inverness 2012
Skills
- Data collection and analysis
- Systems monitoring
- Incident response
- Security protocols
- Applications support
- Technical assessment
- Problem resolution
- Change control
- Risk evaluation
- Root Cause Analysis
- Information governance
- Project management tools
- Network assistance
- Time-management
- Network assistance
Custom
- I have multiple hobbies including Gaming, building PC'S and spending time with my two dogs.
- Have interest in editing and making videos or small animations.
Languages
Spanish
Elementary
A2
Timeline
IT Operations Analyst
Capgemini
09.2025 - Current
IT Analyst
Capgemini
04.2015 - 09.2025
Bartender
Caley thistle supporters club
02.2013 - 08.2014
Scottish Qualifications Certificate - Information Technology
Capgemini
NVQ Level 2 - Engineering
university of the highlands and islands