1. Personal details
Name: Colin McDougall :Mobile 07549 762437
e-mail: fidra100@googlemail.com
Location: Glasgow.G775JA
Profile
Six Years front-line, IT help-desk experience. Advanced user of MS Server 2003 /
2008,2011,2012,Active directory and MS Exchange. Microsoft Certified Desktop
Support Technician with HND in Computing – Technical Support. (Cisco –CCNA1
Network Fundamentals) Top computing student in year 2007 /08 – Winner of the
Scottish Education Dumfries & Galloway Computing Prize 2007. 1st Class Honor’s
Degree – Applied Biological Sciences – Glasgow Caledonian University
IT Work Experience
January 2009 to Present. IT Support Technician – Alexander-Dennis - Halo
Communications – Drivebusiness (see employment history, below, for details)
 Front-line IT help-desk technical support, via ticketing system, (1st, 2nd line)
 Monitoring and maintaining Windows Server 2003, 2008, 2011 and 2013 domains for
various businesses, from several users up to 100 users. Providing telephone and
remote support to clients by on-site visits or via remote desktop and “log me in”,
Dameware.
 Supporting Hyper-V virtual servers – MS Server 2008 Standard.
 Setting up and monitoring client Antivirus status using Kaspersky antivirus, Symantec
endpoint protection, Sophos AV and AVG Antivirus.
 Supporting users of MS Applications – Outlook 2007/10 – MS Word, Excel,
PowerPoint, Access, Project and Visio
 Supporting MS Exchange Servers – MS Server 2003, 2008, 2012.
 Helping to maintain and administer a VOIP (Ipcortex / Cisco) telephone system.
 Responsible for all the IT requirements of new members of staff, from configuring
workstations and laptops, creating personal accounts, setting up mobile phones
(Nokia, Apple, Android and Blackberry) to performing initial IT induction.
 Servicing and maintaining all of the company’s internal IT infrastructure. Performing
repairs, maintenance and software installs and upgrades to workstations, laptops and
servers.
 Responsible for tracking all hardware inventory.
 Responsible for keeping track of all allocated software and ensuring that all relevant
licensing obligations are complied with.
 Monitoring and maintaining server backups using Windows Server Backup, Backup
Assist, Symantec and Acronis backup software.
 Creating and servicing Active Directory user accounts, MS Exchange accounts,
distribution groups, security groups, home folders and security permissions .
 Responsible for maintaining anti-spam filter and releasing legitimate emails trapped
by it.
 Recently managed the company’s MS Exchange migration to an external email host
(Cobweb Solutions)
Employment History
October – November 2014 Alexander-Dennis – 1st Line Helpdesk Support
(Contract)
Main duties include:
 Front line IT Help Desk support, via Hornbill Support works ticketing system
 Supporting approximately 1,500 users globally on Citrix workspace
 Providing IT support to local users, building PCs / Laptops, Installing VOIP
Telephones and configuring mobile phones

2. June 2013 – May 2014 Halo Communications – IT Support Technician
Main duties include:
 Front line IT Help Desk support.
 Monitoring and maintaining Windows Servers (2003,2008,2011,2012)
 Installing and configuring software for clients.
 Monitoring antivirus status of servers / client workstations.
 Maintaining and monitoring daily server backup.
January 2009 to April 2013 Drivebusiness - IT Support technician
Main duties include:
 IT helpdesk administrator.
 Maintaining Windows server 2003 domains.
 Maintaining VOIP Telephone System.
 Configuring hardware / software for existing and new employees.
 Monitoring antivirus software and maintaining server backups.
 Purchasing hardware and software as required.
January 2006 to January 2009 Freelance PC Technician
Responsible for installing, upgrading and repairing PCs throughout Scotland.
Main duties include:
 Installing and configuring new computer equipment .
 Upgrading existing equipment, memory, hard drives etc.
 Installing wireless networks.
 Trouble shooting hardware and software problems.
 Installing and configuring applications software.
April 2003 to December 2005 Pearson Education - Development Editor
Main duties include:
 Project managing the production of new editions of established texts.
 Undertaking market research into new subjects in which Pearson might publish texts.
 Liaising with sales and marketing departments in relation to the production of
promotional material for new product
May 1999 to April 2003 Pearson Education.
Senior Sales Representative
Selling science textbooks. Responsible for the territory of Scotland and Ireland.
Pearson Education is the world’s largest publisher of educational textbooks and media
 Duties were similar to those with Harcourt but in addition as a senior sales
representative I was responsible for the training of new reps.
 Presenting new titles at sales conferences.
 More detailed demonstrations of educational multimedia to academics.
April 1998 to April 1999 Harcourt Brace
Role: Sales Representative for Scotland and Ireland.
Harcourt Brace is a publisher of higher education science textbooks.
Main duties include:
 Visiting academics on campus in all the main universities in Scotland and Ireland,
assessing their needs regarding textbooks and persuading them to recommend
Harcourt titles.
 Service calling on academics who already recommend Harcourt titles and ensuring
that they continue to do so.

3.  Liaising with bookshops to ensure that adequate quantit ies of Harcourt titles were
stocked.
Qualifications
Microsoft Certified Desktop Support Technician with Higher National Certificate in
computing.
Higher National Diploma in computing (technical Support) with Cisco CCNA Part 1.
Network Fundamentals.
Stow College of Education, 43 Shamrock Street, Glasgow.
Scotvec (Access) modules in Mathematics, Computing, Physics, Chemistry, Biology,
Communications 4 (Higher English Equivalent) and Anatomy & Physiology.
Awarded Higher National Certificate in Applied sciences, in affiliation with Glasgow
Caledonian University.
(Awarded Stow College certificate for outstanding performance, Applied Sciences)
Glasgow Caledonian University - Awarded 1st class Degree with Honours in
Physiology.
References.
Available on request.