Roy Easton
Sauchie,Alloa
Summary
IT professional with extensive experience in Active Directory, UNIX, and Microsoft Office Suite, including Excel, Word, Access, PowerPoint, and Teams. Proficient in network management tools and skilled in Windows SharePoint and MOSS. Strong IT support capabilities with expertise in Remedy and antivirus software, alongside a solid understanding of operating systems from Windows NT to 11. Experienced in configuring Cisco and BT routers, managing hardware from Fujitsu, Dell, and Toshiba, and maintaining printers and telephone lines using BT tools.
Overview
37
37
years of professional experience
Work history
Service Desk Team Leader
One Advanced
08.2025 - Current
- Support Service desk manager in Staff development and training
- Responsible for assuring users receive first class support
- Managing and Organising Incidents with Service Now
- Meeting Targets for SLAs, KPIs and STI
- Act as main point of contact for stakeholder escalations
- Software Updates and Configuration Bespoke software
- Performing daily briefings for service desk staff and stakeholder’s
- Project Leadership with stakeholder’s
- Major Incident Management
- Deputy for Service Desk Manager
- Business bought from INPS/Cegedim
Service Desk Team Leader
INPS/Cegedim
01.2018 - 08.2025
- Support Service desk manager in Staff development and training
- Responsible for assuring users receive first class support
- Windows and Email account creations. Active Directory
- Managing and Organising Incidents With Sunrise and Avaya
- Meeting Targets for SLAs, KPIs and STI
- Act as main point of contact for stakeholder escalations
- Software Updates and Configuration Bespoke software
- Performing daily briefings for service desk staff
- Project Leadership
- Major Incident Management
Service Desk Analyst
INPS/Cegedim
01.2013 - 01.2018
- Responsible for the monitoring and fixing of Bespoke software
- First point of contact for UK Doctor Surgeries within the desk
- Adhering to KPIs and Body SLAs
- Managing daily workload of assigned incidents
- Carrying out key updates for software out of hours
- Work hand in hand with 2nd line support
- Remote hardware installations
- ITSM Tool management of incidents
Royal Air Force
01.1990 - 10.2012
- Responsible for managing all communications hardware & software within budget
- Processed all Station telephone bills, verified telephone calls made from Direct Exchange Lines, Mobile telephones and extensions within the local exchange
- Updated the Station Telephone Records Facility and Station Telephone Directory
- Liaised with outside agencies such as BT to rectify communication problems
- Managed Internet access applications for unit personnel & created user accounts
- Rectified faults across the network for 300 users using Active Directory & SharePoint
- Managed the IT Service Desk, logged faults on Sunrise application and created user and email accounts for approx 1000 personnel
- Maintained asset tracking Access based database for all hardware and software
- Updated user profiles using network neighbourhood on a Windows 2000 OS
- Responsible for administration of the station Windows NT network for 400 users
- Managed requirements and fault rectification for network software and hardware
- Accountable for Top Secret Laptop Installations in line with security procedures
- Responsible for monitoring Aircraft and Ground Communications across various stations including Telephony, High Frequency and Fax Transmissions
- Ensured compliance to security procedures and advised users on improvements
- Responsible for the transmission and receipt of various types of messages
- Prepared messages for onward relay via secure and insecure telegraphic and voice systems through Military and Civilian Communications Networks
- Selected transmitters, receivers and aerial assets with controlling authorities from a UK wide network and oversaw the 1st line servicing of equipment
Skills
- Active Directory, Unix, MS Excel, MS Word, MS Access, MS PowerPoint, MS Teams
- Network Neighbourhood, Dreamweaver, Windows SharePoint, Moss
- Remedy, Anti-virus Software
- Windows NT, XP and 7, 10, 11, BT Broadband and Enterprise Broadband
- Cisco & BT Routers, Fujitsu, Dell & Toshiba PCs, Blackberries, Laptops
- Lexmark, HP & Epsom Printers, BT Telephone Line Testing
- ITSM Tools Sunrise and Service Now
- Software installation and updating
- Desktop support expertise
- Microsoft office suite proficiency
- Knowledge of itsm tools
- Ticketing system operation
- Change control process
- Customer satisfaction enhancement
- Service desk operations
- Performance monitoring
- User Support
- SLA compliance
- Results-driven
- KPI tracking
- Managed Service Provider (MSP) help desk
- Application installation
- Active Directory
- Software update installation
PROFESSIONAL TRAINING & EDUCATION:
- Microsoft Project
- Microsoft Exchange Admin 2k3
- Microsoft 2k3 Server
- Microsoft Office Excel Advanced
- Junior Management Leadership
- Pc Maintenance and Repair
- Window NT Administrator
- Trained in Health and Safety at work, First Aid and Fire prevention
- Trade Group 4 IT (Information Technology) Assimilation Training
- Full clean UK driving licence
- Equality and Diversity
- Equal Opportunities
- ICT Tech NVQ Level 3 Equivalent
- Prince2
- Principles of Project Management
- Knowledge of ITIL
Timeline
Service Desk Team Leader
One Advanced
08.2025 - Current
Service Desk Team Leader
INPS/Cegedim
01.2018 - 08.2025
Service Desk Analyst
INPS/Cegedim
01.2013 - 01.2018
Royal Air Force
01.1990 - 10.2012