1. Cameron Horne
116 Croftfoot Raod, Croftfoot, Glasgow G44 5JX
Mobile: 07900545957 email: cammyhorne@gmail.com
Worked in the IT industry for seven years, starting out on a service desk, handling calls, raising requests, password
resets, dealing with any desktop issues the user may be having.
Over the years i have been able to learn new technologies and adapting procedures and a very quick rate.
 A proven problem solver and team-player
 Known to be a hard worker and keen to learn new skills
 Likes to help out other co-workers
 Can work under pressure to achieve goals
 Microsoft Windows XP
 Microsoft Windows 7
 Windows 8.1
 Microsoft Office 201-2013
 Linux Red hat 6 – Open Client
 ITSM
 Novel
 Active Directory
 Primus
 Secure Shell
 BMC
 Control M
 Eiger Pay
 Lotus Notes
 SSCM
 SAP
 BES
 Cisco Any Connect
 Service Now
 Power Shell
 Microsoft 365
Profile
PC Skills

2. January 2016 – Present: 1.5 Service Desk Analyst
Wipro Technologies
Multi-Client Service Desk
 Logging incoming calls for The Energy Savings Trust, Cairn Energy and Wipro
Employees who have IT related issues, VIA Phone & Email, using Service Now &
Remedy
 Carrying out day-to-day Maintenance on systems/applications. Creating, Testing and
implementing solutions to our Knowledge base to aid in meeting the business needs of
the user.
 Remote on to users PC/Laptops VIA LogMeIn Rescue to Troubleshoot/ Resolve issues
that are having
 Internet explorer issues – speed/performance
 Outlook fixes (Missing Mail boxes, add-ons not enabled, unable to send/receive emails,
unable to open Archive Emails)
 Administering email/mailboxes through office 365
 Active Directory Administration
 Carrying out day-to-day Maintenance on systems/applications. Creating, Testing and
implementing solutions to our Knowledge base to aid in meeting the business needs of
the user.
 Calling out Standby for any incident raised out with business hours
May 2015 – December 2015: Service Desk Analyst
Access
Service Desk Analyst for Glasgow City Council
 Logging incoming calls for Glasgow City Council Employees who have IT related issues, VIA
Phone & Email, using Remedy
 Remote on to users PCs/Laptop/Tablets VIA SSCM, to Troubleshoot/Resolve issues they are
having.
 Outlook fixes (Missing Mail boxes, add-ons not enabled, unable to send/receive emails, unable
to open Archive Emails)
 Troubleshooting 4G Connectivity issues for Tablets
 Issues connecting to Wireless from the house for Tablets
 VPN issues
 Application performance Issues
 Internet explorer issues – speed/performance
 Blackberry Issues
 Account creation, re-enable activation
 Hardware Trouble Shooting – Installing Printers, Mapping network Drives, PC Performance
 Password Resets include – SAP, Academy, AD, Blackberry, Care First, iWorld, Gold
 Logging Property calls for Schools/Nursery’s and any GCC Building on Legacy Remedy
 Passing Requests to support teams
 Ordering Stock for Xerox
 Logging calls for Xerox for any Print/Fax/Scan Issues
Experience

3. April 2011 – May 2015 Operations Analyst
IBM
24/7 Operations Analyst for Scottish Power
 Monitoring Wintel servers/databases/Unix Boxes on BMC and Control M
 Logging calls to correct teams
 Restarting/holding Batches on Control M
 Meeting SLA’s
 Calling out Standby for any incident raised out with business hours
 Advising Third Party Companies of any Major incidents that requires their attention
 Processing BACS for Scottish Power on Eiger Pay
 Password Management for internal teams
 Password reset on Secure Shell
 Adding users to Admin and DBA groups on Windows servers
 Covering Out of hours Service Desk
 Arranging access to Scottish Power Buildings for Engineer’s
 Assisting Incident managers updating calls
 Updating internal documents and procedures
 Running daily reports
 Restarting Services on windows 2000 Servers
 Restarting Patrol on Wintel Servers
December 2007 – April 2011 Service Desk Analyst
SAIC/Accenture/IBM
Service Desk Analyst for Scottish Power
 Logging Application/Hardware faults Via Phone, Web and Email using ITSM for Scottish
Power users, sending their calls to the appropriate support teams (1st and 2nd line)
 Remotely logging onto user’s pc’s in order to resolve any desktop issues that they have,
Outlook fixes, adding personal folders, attaching printer’s network and IP, mapping Novell
Network drives
 Password Resets for various applications including SAP.
 Checking user’s Active Directory accounts and adding removing accesses.
 Meeting SLA’s
 Administering Service Access Requests and Work Requests
 Incident Management duties
 Calling third party vendors in order to flag up network or telephony issues
 Updating on-going issues
August 2007 – December 2007 Inbound Customer Advisor
HSBC
Taking Inbound Calls from customers who have HSBC account
 Making Payments
 Setting up/canceling Standing Orders
 Cancelling Direct Debts
 Moving money between accounts
 Ordering/canceling Debt Cards
 Dealing with customer issue’s/Complaints
 Arranging Meeting with Money Advisor’s for customers
 Meeting sales targets

4. March 2007 – July 2007 Inbound Sales Advisor
SKY
Taking Inbound Calls from customers who want Sky TV
 Advising potential customer of latest deals and packages
 Setting up new customer account
 Taking first payment
 Arranging installation of Sky Dish
 Meeting sales targets
May 2000 – March 2007 Waiting Staff/Team Leader/Relief Manager
Stroud Tavern East Kilbride/ Mitchell’s & Butlers
Working behind Local Bar & Restaurant
 Serving Customers
 Counting Wet and Dry Stock
 Ordering Food and wet stock
 Counting Tills Start, during and end of shift
 Banking
 Staff Wages
 Training new staff
1998-2001 NC Computing (PASS)
HNC Computing (PASS) South Lanarkshire College
1994 Math’s (3)
English (3)
Geography (3)
P.E Studies (3)
Technical Studies (3) Claremont High School
Training Mitchell’s and Butlers MFC (management foundation course)
British Safety Council Level 1 certificate in Health and Safety at Work
SDI Effective Telephoning Skills & Problem Solving
Completed several online courses including:
Internet security at work,
Introduction to networking
Introduction to Cisco Networking Technologies: Introduction to Networking
Introduction to Cisco Networking Technologies: Managing a Network Environment
Oracle Introduction: SQL and SQL*Plus
Microsoft Windows Server 2003: Managing and Maintaining the Server Environment: Windows
Server 2003: Basic Concepts
Microsoft Windows Server 2003: Managing and Maintaining the Server Environment: Windows
Server 2003: Managing Users, Groups, and Computers
Available on request
Education
REFERENCES