1. Iain Craigie
2 Troon Cove, Connolly, Perth, (Home) 08 9300 5037 (Mobile) 0437080490
iaincraigie@hotmail.com
OVERVIEW:
An experienced IT Professional with over 20 years’ experience of managing
teams, desktop applications, test plans, migrations & upgrades in challenging
environments. Strong customer service, leadership, planning & implementation
experience. Experienced in delivering flexible, high quality, reliable support
across IT dependant organisations, documenting and implementing processes
and procedures, designing and delivering IT training modules, monitoring
network and desktop performance.
CAREER HIGHLIGHTS INCLUDE:
• Successfully managing the roll out of new software releases in 24/7
operations (RM)
• Providing specialist knowledge to in house support teams during periods
of change (P&K, Barclays, KPMG)
• Ensuring the provision of responsive, high-quality IT support to 3000+
users (HBOS, SPT)
• Successfully managing a team of 40+ agents in a pilot IT sales and
marketing environment (Microsoft Connection)
• Exceeding ambitious sales targets and being promoted to Team Leader
as a result (Microsoft)
• Aligning organisations documentation & processes to ITIL (ECU, Technip)
CAREER HISTORY - VARIOUS CONTRACT ROLES - Feb 2003 to Present
IT Service Desk Manager – Technip (June 2013 – to present)
Responsibilities:
• Managed a team of up to 5 desktop support analysts supporting up to 700
users across Asia and NZ in an MS environment.
• Service Now Reporting
• Change Management
• Revamping and realigning resources to achieve SLA’s
Achievements:
• Relaunched the Change Management process including aligning the
process to ITIL.
• Instigated the Major Incident Communication Process which manages the
end to end communication of Major Incidents.
• Managing new Services including on boarding of Customer Support of
Genesis Desktop Support.
• TPO Internal Controls - up to 100 different areas identified in a yearly
cycle of Auditing.

2. Team Leader
Project Manager / Teaching Space Coordinator/ Acting Service Desk
Manager – ECU (Jan 2010 to June 2013)
Responsibilities:
• Promoted to manage a team of Service Desk Officers at the ECU (8 full
time 8-part time and casual).
• Technical Lead – Incidents, Requests, Problem Management
• Service Now Administration including Reporting
• LANDesk Administration including Reporting
• Recruitment
Highlights:
• Process Owner – Incidents, written Incident Management Document.
• Training, recruitment, interrogating toolset for Trends, Problems, repeat
incidents and root cause analysis. Creating of reports (breached call etc)
in toolset for benefit of business.
• Service Now roll out. Back filling various Managerial positions across
campus as defined above.
Customer Service Officer – ECU (Feb 2009 to Dec 2009)
Desktop support contract. Supporting both students and Staff on XP, Vista and
Macs. Pro-actively feeding documentation and solutions back to Service desk for
Service cycle process.
IT Analyst (December 2007 to Feb 2009)
St Andrews/ Bankwest – Perth
• Supporting St Andrews Staff & BW Financial Advisors in a desktop support
role (XP, Office, Financial applications, AD, Exchange, AS400, and 2003
Server). Blackberry and VPN support.
• Supporting & Administrating Citrix environment - Quantum, Qrisk, Swift,
Eximbills across a 20 Server Citrix farm, start of day processes, identifying
and resolving problems & Admin/daily backups.
Technical Support Officer (September to December 2007)
CBH – Perth (1st
Perth position)
Service Desk contract supporting XP, Outlook, Active Directory, New Users,
Shares, New PC roll outs, WA Harvest, ITIL foundations training.
Technical Support Analyst
Barclay's Wealth – Aurora Project (April to August 07)
Responsibilities:
• Recruited for the Aurora project,
• AD admin. Desktop Support. XP, Outlook, BW applications. HP Open View
Management.

3. • HP Open View Reporting
Achievements:
• Pro-actively set-up the Helpdesk liaison process inputting procedures and
docs to ensure that the Helpdesk moved away from call taking to a dedicated
1st
line support resource for Barclay's Bank along ITIL foundations.
• Provided Barclays with training on how to report on HP Open view and how to
intelligently analyse reports via Excel and Pivot tables.
Senior Technical Support Analyst
Morgan Stanley (Jan 05 to April 07)
• Recruited to provide support for 200+ applications & 600 Users (including
Citrix Metaframe Server). Active Directory, Exchange and BES. 2003 Server.
Bloomberg.
• Projects including BCP(100 & 200 user site) Hummingbird, Blackberries,
Hardware roll out projects. Building, repairing, testing / upgrading PC’s.
• Avaya Dictaphone and Voice recording
• Servicedesk liaison, procedural documentation, call trend analysis using
Crystal Reports and pivot tables.
Short term contracts
Technical Author / Desktop Support / Network Support
OKI (3 months)/ SPT & Bank of America (2 Months) /KPMG (6 Months)
NETWORK SUPPORT ENGINEER
BAA @ Glasgow and Edinburgh Airports (6 months)
• Responsible for monitoring, identifying & resolving all network performance
issues. 95, 98, 2000 & lotus notes.
• Appointed to fill a specialist skills gap within a project implementation team
• Provided specialist 2nd
tier support to IT Helpdesk to ensure rapid fault
resolution
• Ensured delivery of clearly defined functional IT support requirements 24/7
• Consistently delivered excellent customer service in a high pressure
environment
EARLIER ROLES – Feb 1987 to Feb 2003
• IT Support Administrator – HBOS/IF – Desktop and Network support
• IT Consultant – Perth & Kinross Council – Desktop Support and 2003 roll out.
• Network Support Engineer: Computer People (1 year – various contracts)
• System Test Analyst: Scottish Equitable (6 months)
• Network Support Engineer: Research Machines (4 Years)
• Campaigns Manager: Recruited and managed teams of up to 40 telephone
support staff on various MS Campaigns: Microsoft (3 years)
• Team Leader: Microsoft (Managed team of 8)

4. • Pre Sales Agent: Microsoft (18 months)
• Assistant Officer: Customs & Excise (6 months)
• Implementor /Trainer: Bass Retail Systems (1 Year)
• ATC Cadet: Air Traffic Control (1 Year)
• Scottish Equitable clerk (4 Years)
SKILLS SUMMARY:
• Delivering customer focussed IT support services in IT dependant
organisations
• Converting customer IT requirements into hardware & software build
specifications
• Documenting and delivering training modules for new software and hardware
• B2B and B2C sales skills
PROFESSIONAL:
• HP Open View, LANDesk Administration (Jan 2012), Service Now
Administration (March 2013)
• SCCM Administration (June 2012), Appsense Administration (May
2011), Lansweeper 5.3.
• Connect (RM) - NT4 & 2000 Server Support
• NT Mail, NT Easymail, Exchange, Notes and Outlook.
• MS Proxy Server
• NT4, 2000 & 2003 Server, SMS
• Blackberry Enterprise Server (BES), Blackberry & Iphone Support
• NT Veritas
• Exec & Tivoli backup
• DHCP, TCP/IP
• 95, 98, NT4, XP, Vista & Windows 7
• Active Directory, ARS (Active Rolls Server)
• Office & Outlook (including O365, 2013, 2010, 2007, 2003, 2000)
• McAfee & Symantec, AVG anti-virus solutions.
• Citrix Metaframe
• Mac Osx 10
• TMS (Cisco Telepresence Management Suite) & Polycomm /
Tandberg Meeting Support, Skype, Arkadin.
QUALIFICATIONS:
• Studied Physics, Mathematics Glasgow University 1984 to 1985
• 5 Scottish Highers
• 7 Scottish O’ Grades
• ITIL V3 Foundations (Oct 2010)
• ITIL V3 Service Capability – Operational Support & Analysis (Oct 2010)

5. • Prince2 Foundations (Nov 2010)
PERSONAL:
• Social time is spent playing golf, cooking, bringing up two girls aged 11
years and 16 years, settling into Australia, home entertainment.
• References: Jacques van Rensburg (Team Leader) St Andrews 0407 080
701 & Alicia Lopez (Manager) ECU 0404 798 644
Iain Craigie

6. • Prince2 Foundations (Nov 2010)
PERSONAL:
• Social time is spent playing golf, cooking, bringing up two girls aged 11
years and 16 years, settling into Australia, home entertainment.
• References: Jacques van Rensburg (Team Leader) St Andrews 0407 080
701 & Alicia Lopez (Manager) ECU 0404 798 644
Iain Craigie