1. Alan Robertson
Address: 14b High Street, Markinch, Fife, Scotland, KY7 6DQ
Tel: 01592 756285 – Mobile: 07880 087487
Email: ar@alanrobertson13.plus.com
PERSONAL STATEMENT:
As a seasoned Helpdesk Support Analyst my abilities and previous experience of troubleshooting and
problem solving will, I have no doubt make a positive contribution within your support services. I enjoy
working in a computing environment that gives me the opportunity to learn new skills, utilise existing
ones and troubleshoot problems. My excellent communication and interpersonal skills enable me to
work as a highly productive team member who can complete work under pressure and deliver within
specified deadlines.
EMPLOYMENT HISTORY
• June 2015 to Current Day – Edinburgh Airport
My current position as a Service Desk Engineer at Edinburgh Airport involves covering a full range of
support activities for general staff and all operational areas relating to the airport. As the first point of
contact for all support issues I’m exposed to the following on a daily basis :
Administration, escalation, ownership and resolution of Incidents, Requests, Changes and Crisis
Management issues for all business and operational services within the airport.
Working as part of a small, dedicated team to manage, escalate and resolve support /
administrative and user issues relating to airport systems and hardware.
Out of hours support for airport operational systems and general IT systems on a “one week in
four” basis 365 /24 /7
Shift pattern covering on site hours of 05:00 to 19:00
Weekend working during summer and high passenger instances
Working within and supporting the following Environments and Applications :
Service Now Service Desk Software
Windows 7
Windows 8
Windows 10

2. Microsoft Office 2010
Windows Server 2008
Windows Server 2012
Windows Active Directory
Microsoft Exchange 2010
Microsoft FIM
Microsoft System Centre Configuration Manager 2012 R2
Microsoft System Centre Operations Manager
Microsoft Sharepoint
Airport Security Systems – Xray Gen 2, X-Screen
Baggage Systems – SITA, Bagnav, SCADA, Early Bag Store
Blip Track
Anti-backtrack System
CCTV systems
SAP Business One
VMWare View
Tableau
Mindjet Manager
VMSphere
Remote Access
Chroma Applications
Cisco call manager 9
Cisco Wireless Access Point Administration
Cisco LAN phone setup, configuration and management
License Management
Apple product setup, configuration and support.
Hardware procurement, setup, configuration, replace and repair.
• April 2012 to May 2015 – Tullis Russell Papermakers
My time at Tullis Russell has been spent covering a full range of support activities for general staff and
production areas in the company including :
• Helpdesk administration - taking support calls from staff via phone and email, logging support
calls onto the system, resolution and escalation / allocation of support tickets.
• Support remote users of the business located in England, Europe, China, Korea, USA and
Spain.
• Maintain and administer the site phone system – Cisco call manager.
• Maintain and administer Windows Active Directory and Microsoft Exchange environments.

3. • Maintain and administer a fleet of over 100 printers used throughout the mill and administration
areas of the business.
• Maintain and administer the company mobile devices using Mobi Control.
• Maintain and administer hardware located throughout the mill for production facilities – Axel
terminals, hand scanners, label printers, work stations, switches and network points.
• Daily system checks and running of backup tapes using Veeam Backup , Backup Exec and
Comms Vault.
• Covering out of hours support for mill manufacturing systems and general IT systems on a
“one week in four” basis.
• September 2010 to July 2011 – Heriot-Watt University
My time at Heriot-Watt University had been spent supporting the SAS Project Team by maintaining –
and solving where possible - the flow of support issues surrounding the project. The issues raised range
from user problems, interface errors, bugs to the system.
As the only support function within the SAS Project it was my job to provide first line support and where
possible second line support fix’s which will allow the project to maintain on target.
While working at Heriot-Watt I performed the function of ‘Student Administration System Project
Support’. The role involved taking and logging support issues through a support database, dealing and
resolving those issues where possible and escalating them when not.
Support of staff within the project included:
• Applications support for Windows XP as well as the usual business applications used by staff.
• Application support for Internet Banner.
• Application support for Faculty Self Service Banner.
• Investigating user issues and determining the root cause of the issue.
• Maintain and update documentation on change requests to the system.
• Assigning support issues to the relevant parties and taking the job on where possible.
• System testing and documentation

4. • July 2010 to September 2010
During this period I was registered unemployed and searching for work
• July 2009 to July 2010 – Barrie + Hibbert
While working at Barrie + Hibbert I performed the function of user support for 50 or so onsite staff, and
20 or so off site which were located over the globe. Only myself and another support member were
present.
The role involved taking and logging support issues, dealing and resolving those issues where possible
and escalating them when not.
General support of staff included (but was not limited too) the following:
• Applications support for Windows XP, Vista and Windows 7 as well as the usual business
applications used by staff.
• Application support for User account creation and Active Directory management tools.
• Remote administration and support of users, office software and systems.
• Hardware support for Desktop PC's, laptops, PDA devices, Blackberry and other peripherals
such as mobile phones.
• Procurement, installation and commissioning of some hardware.
• Hardware maintenance and physical repair / replacement.
As well as general support my daily duties would include:
• Maintain a pool of training laptops with up to date versions of company software.
• Maintain, update and build various laptop, PC and server images as required.
• Check public facilities are working as well as printer paper levels and general room health.
Maintain and update documentation on procedures and FAQ’s
• February 2008 to July 2009

5. After finishing up at SAC I decided to take a little time away from work. I managed to travel a little round
Scotland, decorate our home and enjoy life.
During this period I was not registered unemployed until late 2008 / early 2009 by which time I began
searching for work again.
• September 2000 to February 2008 – The Scottish Agricultural College
Edinburgh
My initial support experience comes from working at The Scottish Agricultural College which is
based in Edinburgh. SAC is a multi-site organisation which totals over 1000 staff and 5000 students.
Support is required 365 days a year due to livestock, scientific testing and veterinary requirements
which are located over multiple sites spread over Scotland.
While working at SAC I was part of a large multi-site team dealing with support calls from staff and
students distributed throughout Scotland. Support calls would be taken via the phone or email, logged in
a central system, allocated, escalated and dealt with by myself and several other support staff.
General support of staff and students included (but was not limited too) the following:
• Applications support for Windows Desktop (NT4 – Windows 7) and a wide variety of academic
and business applications used by staff and students throughout the organisation.
• Application support for Servers: NT4 Server, Windows 2000 Server, Windows 2003 Server,
Windows 2008 Server, Mercury Mail Server. User account creation and Active Directory
management tools.
• Remote administration and support of users, office software and systems.
• Hardware support for Desktop PC's, laptops, PDA devices, Blackberry and other peripherals
such as mobile phones, bar code readers and scanners.
• Procurement, installation and commissioning of hardware.
• Hardware maintenance and physical repair / replacement.
As well as general support my daily duties would include:
• Daily on-site hardware checks – server log checks, system process checks and general
system health maintenance.
• Maintaining a secure and reliable backup system for multiple servers (on and off site) using
tape backup devices.
• Check public facilities are working as well as printer paper levels and general room health.

6. • Maintain and update documentation relevant to changes.
• Travel to other sites to work on support issues where needed.
While at SAC I was fortunate enough to be involved in several projects which pushed IT services
forward for both staff and students alike.
• Systems migration moving staff and students to Windows XP
• Thin client implementation – complete migration from an old Netware / Windows system across
to Solaris 10.
Data centre build – used to house SAC’s backend servers. Custom built and bomb proof with state of
the art fire suppression and security
SKILLS
• Applications support for Desktop software: Windows NT, Windows 2000 Pro, Windows XP
Pro, Windows Vista, Windows 7, Microsoft Office 97, XP, 2003, 2007 2010, Microsoft
Outlook, Microsoft Project, Microsoft Visio, Microsoft Front Page, Veritas Backup, Veeam
Backup, Backup Exec, Comms Vault, VM Ware, McAfee Security Suite, Firewall software,
SAP, Crystal Reports, Sun Secure Global Desktop, Adobe Applications, Pegasus Mail,
Reference Manager, Genstat, MiniTab in addition to a wide variety of other academic and
business applications.
• Remote administration and support of users, office software and systems. Maintaining a
secure and reliable backup system for multiple servers (on and off site) using tape backup
devices and Veritas Backup software.
• Application support for Servers: NT4 Server, Windows 2000 Server, Windows 2003 Server,
Windows 2008 Server, Mercury Mail Server, McAfee Security Suite, Veritas Backup, Altiris,
VM Ware, Clonezilla, Printing services. User account creation and Active Directory
management tools.
• Hardware support for Desktop PC's, laptops, PDA devices, Blackberry and other peripherals.
Procurement, installation and commissioning, networking, TCP/IP, administration,
maintenance and physical repair. Mainly experienced with Dell, Ricoh, Konica and Hewlett
Packard hardware.
• Hardware support for Servers : Procurement, installation and commissioning, administration,
maintenance and physical repair. Mainly experienced with Dell, Sun, Ricoh and Hewlett
Packard hardware.
• Printer and multi-functional FAX / Scan/ Copy/ Print machine setup, maintenance and
support. Main experience with Hewlett Packard, Konica and Ricoh units.

7. Additional Skills and Training
• Microsoft NT4.0 Administrator course attended and passed.
• Solaris 10 Systems Administrator SA-225-S10 course attended and passed.
• Sun StorEdge SAM-FS 4.1 and Sun StorEdge QFS 4.1 Administration course
attended and passed.
• Sun StorEdge 6320 System Configuration and Administration course attended and
passed.
• First Aid course attended and passed.
• Manual lifting course attended and passed.
EDUCATION
• 1991 - 1995 Dumbarton Academy: Higher English, Mathematics, Chemistry and
Physics
• 1994 - 1996 Glasgow Caledonian University: BSc Electronic Engineering – Passed
first year. Partially completed second year.
• 1997 - 1999 Fife College: HND Computer Support.
•
EMPLOYMENT
• September 2000 to February 2008 – The Scottish Agricultural College Edinburgh
• July 2009 to July 2010 – Barrie + Hibbert
• September 2010 to July 2011 - Heriot-Watt University Edinburgh
• April 2012 to May 2015 – Tullis Russell Papermakers
REFERENCES
Heather MacDougall
Scottish Agricultural College
Heather.MacDougall@sac.co.uk
John Moncrieff
Scottish Agricultural College
JohnMoncrieff@blueyonder.co.uk
Iain Black
Barrie + Hibbert
Iain.Black@Barrhibb.com
Andrew Boddie
Barrie + Hibbert
Andrew.Boddie@Barhibb.com

8. David Gilroy
Heriot-Watt University
D.Gilroy@hw.ac.uk
John Brown
Heriot-Watt University
J.L.Brown@hw.ac.uk
Steve Stewart – IT Group Manager
Tullis Russell Papermakers
Steve.Stewart@TullisRussell.com
Kenneth Fletcher – Network and Systems Administrator
Tullis Russell Papermakers
Kenneth.Fletcher@TullisRussell.com
Simon Allen – Network and Systems Administrator
Tullis Russell Papermakers
Simon.Allen@TullisRussell.com
Duncan Anderson – Senior Human Resources Officer
Edinburgh Airport
Duncan_Anderson@EdinburghAirport.com
Amy Ip – Human Resources Administrator
Edinburgh Airport
Amy_Ip@EdinburghAirport.com