Calum Abercrombie, Senior Service Desk Technician at Kinetic IT

About

I have been travelling Southeast Asia and Australia since May 2022; therefore, I am currently looking for remote working opportunities. I have around 5 years experience in IT as a Help Desk Analyst and Incident Response Analyst. Working as an IT Help Desk Analyst has provided me with a wealth of customer support experience through inbound calls, outbound calls and live chats. Additionally, I have experience leading presentations with company stakeholders to analyse major incidents. In my first 2 years with IBM, I achieved a Modern Apprenticeship in Information Technology and Telecommunications Professionals and since the beginning of the COVID-19 pandemic I have worked remotely. Additionally, I have been working remotely teaching English as a foreign language since I left Scotland to travel. I am an enthusiastic, ambitious person with a first class work ethic that would relish the opportunity to work remotely; therefore, I would appreciate if you would consider me for any positions.

Experience

Language Master

Nov 2020 – Present

Remote

Online English Tutor

In addition to working in the IT sector, I have been tutoring English as a foreign language online since 2020 to gain experience in this field and supplement my income for travelling Southeast Asia. On 05/2022, my girlfriend and I took a one-way flight from Glasgow to Bangkok to fulfil an ambition to explore different cultures and seek job opportunities. From Bangkok, we travelled through Northern Thailand, Laos, Vietnam, Southern Thailand, Malaysia, Singapore, Indonesia and Australia. Travelling throughout this region has been a truly awesome, inspiring experience and I have always been respectful of and integrated myself into different cultures. I have been teaching English as a foreign language to both adults and kids on a variety of online platforms such as Cambly, Language Master, Native Camp & PalFish. Typically, I tutor General and Business English, plus IELTS and conversational practice. I find teaching English as a foreign language to be particularly rewarding as I have met many new people from varying backgrounds, helped improve their English skills and watched their confidence grow considerably.

Kyndryl

Mar 2022 – May 2022

Greenock, Inverclyde

Level 1 Help Desk Analyst

I returned to the JLL Help Desk as a L1 to carry out the same role as I did in my first spell on the desk on the basis that I would leave the position in mid-May to travel Southeast Asia.

Kyndryl

Aug 2021 – Mar 2022

Greenock, Inverclyde

Incident Response Analyst

After working as a Help Desk Analyst for nearly 4 years, I decided that a fresh working challenge was the natural progression in my career. I successfully interviewed for the seconded position of Incident Response Analyst for TSB where I worked 12-hour nightshifts alongside a core UK and Indian team. Our role as a team was to monitor crucial TSB systems and reduce the impact of major incidents on the client which involved using Dynatrace, ServiceNow and more. In this capacity, I successfully liaised with technical teams, created bridge calls with required attendees if a major incident occurred and presented analysis of data on these calls to the various teams and TSB stakeholders. This element of the role provided me with a wealth of experience and the confidence to progress in my career. In March 2022, TSB made the decision to renew their contract with Kyndryl on the basis that their full nightshift team would be based in India due to cutting costs.

IBM

Oct 2017 – Aug 2021

Greenock, Inverclyde

Level 1 Help Desk Analyst

During my time in IBM, I provided IT support for a real estate and technology company called JLL. IT interests me as every day is different and I enjoy the problem-solving aspect. In this role, I assisted with browser and SharePoint issues, boosted computer performance, installed drivers and updates for JLL users using admin rights, provided support for Office 365 and Citrix, reset passwords in addition to unlocking accounts using Active Directory, troubleshooting network drives and much more. Our team was also the first point of contact for users who wished to request access to mailboxes, distribution lists, drives and JLL specific applications and therefore, we would regularly chase for approvals and have a hand on the administrative side too. Finding a first-time fix was always the goal, however, we also had second line support teams we would regularly liaise with. This provided me with great insight into how these teams worked and improved my technical knowledge. In the first 2 years, I also managed to complete my Level 3 Modern Apprenticeship and achieved a Diploma for Information Technology and Telecommunications Professionals.

Education

i-to-i TEFL

Jan 2022 – May 2022

GA Level 5 Diploma (420-hour), Teaching English as a Foreign Language

IBM

Oct 2017 – Jun 2019

Level 3 Modern Apprenticeship, Diploma for Information Technology and Telecommunications Professionals

Calum Abercrombie

Senior Service Desk Technician at Kinetic IT

Skills

Languages