1. Gillian MacDonald
17 Castburn Road  Whiteless Cumberrnauld G67 3DG
Home Tel: 01236 899078 Mobile: 07920 016822
E-Mail: 17castburn@talktalk.net
PROFILE
An enthusiastic, skilled and highly flexible professional who thrives in a challenging environment. Will bring years of
extensive operational experience and effective coordinated delivery to your Company.
Extremely motivated individual with a wealth of Business Relationship, Managerial, IT, Operational and Customer Service,
experienced at management level across Cloud, Commercial, and Private Sectors.
Extensive Team & Individual Performance Management and Succession Planning experience. Highly proficient in
Business liaison and Departmental co-ordinated delivery, Change Management, Process Improvement,
Application/infrastructure deployment and Project Delivery Planning.
Particular aptitude for traversing between Technical and Non-Technical business functions with regard to articulating
Issue, Requirement or Comm’s deliverables.
AREAS OF EXPERTISE
• Extensive Operational, Business Liaison, Technical, Application/User Support and Customer Service experience.
• Change, Incident, Problem and Fault Management delivery via Business, 3rd
Party or Group processes and SLA’s.
• Substantial Team & Individual Performance Management and Succession Planning experience including comprehensive
Competency and Objective setting plus Quarterly, Mid-Year and Annual Appraisal and Individual evaluation.
• ISO Document audit control, 5S Fundamentals, Web Content Management. Project Management
• Group, Business and 3rd
Party liaison co-ordination with regard to mandatory/Industry deliverables and KPI’s.
• Substantial Cloud, Banking and Telecommunications Operational, Forecasting & Capability modelling experience
• Programme/Product development and implementation, Process Introduction, Improvement and Realignment. Call
• Delivery, User Platform and Application infrastructures. Audit Permissions and Group/User Security set-ups.
• Extensive Contact Centre Customer Service / Support experience including co-ordinated Customer Experience Focus.
• Troubleshooting and Supporting Windows in the Enterprise, McAfee Security Suite.
KEY ACHIEVEMENTS
Application, Infrastructure & User Migration Project.
• Directly responsible for the planning, management and co-ordination the an extensive Application, Infrastructure and User
Migration project to an external Customer Production environment
• Owner & Sign-Off authority for all project Migration documentation including High Level Designs specifying the current internal
Application and Infrastructure, the Client Infrastructure, Technical and Architecture overviews plus all Change Control, Security
and Support documentation.
• Author and Owner of the Migration Implementation Plan capturing and detailing all Activities, Project Timelines and Resource
Planning.
• Developed the Company Migration Security Policy detailing all Security processes/policies within the new Customer
Production environment
• Initiated and managed Weekly Project Status meetings in order to determine and record all daily Stakeholder status updates
plus Programme delivery requirements/milestones.
• Structured and managed all internal and Client Migration User Acceptance Testing including Application stress testing and
subsequent fault fix/redeployment demands.
• Owner & Sign-Off authority for all Migration User Acceptance Testing.
• Author of the Service Cutover Plan then directly responsible for the co-ordinated and fully controlled Migration implementation.
• Owner of the senior Management Migration Lessons Learned and Post Migration Audit summation.
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2. Gillian MacDonald
Change Management.
• Personally designed, developed and implemented the Change Manager process for previous and current employer to ISO900
standard.
• Wrote all High Level Change Management documentation. Designed all Change Management processes and SLA criteria.
• Devised and implemented all Change Management Technical Deployment and Disaster Recovery processes.
• Owner of Change Management Governance & Compliance process plus Lessons Learned criteria.
• Built a successful team of 33 Developers and Testers. Implemented Change Control and all relevant procedures and controls.
Successfully implemented and controlled DR test and UATProduction Deployments many within the constraints of a major
financial organisation.
• Recognised at Board level, receiving a Pinnacle Award for seamlessly leading a significant infrastructure move. Successfully
planned and prioritised each stage of this key project consisting of 200 users and all IT office equipment. Ensured throughout
minimum downtime and loss of productivity occurred.
• Worked alongside Verizon to roll-out replacement Wan routers across 25 European sites with minimum downtime and
disruption. Liaised with IT Representatives across Europe in conjunction with Verizon to implement and test new routers
enhancing network performance for 500+ users.
• Maintained IS ISO standard documentation process across the IT Department, achieving full compliance with ISO9000 and
satisfying compulsory audits and legislation.
• Project Managed Safeboot roll-out across 300 plus users. Trained Service Desk staff to implement and administer server
related issues and resolve first and second line reported issues.
CAREER HISTORY
Solutions Design Team Leader Sept 15 Ongoing
Clydesdale Bank
Team Leader for the Solutions Design Team, consisting of permanent and contract designers. Responsibilities include People and
Performance Management. Responsible for maintaining and promoting the current Solution Planning Process, ensuring it is
followed and fit for purpose. Key player in the Transformation initiative, driving change throughout. Responsible for first view
accruals and deputy for the final approval.
• Point of contact for Project issues and escalations which are proceeding, or about to enter the current Solution Planning
process. Chairing the Solution Planning Forum and weekly Solutions Design Stand-ups. Guiding Designers, Delivery
Managers, Project Managers and Technical staff through this process, ensuring delivery, technical and resource issues and
blockers are identified, raised and addressed appropriately. Ensuring quality standards are met. Regular process reviews to
ensure the Solution Planning process including ‘Entry Gates’ are fit for purpose and changes are cascaded appropriately.
• Working with Projects at CYB to ensure PM community understand the process and in turn that we understand their process.
This was accomplished though awareness sessions.
• People Management of the Solution Design team. Performance Management. Developing the team’s technical and non-
technical capacity through regular team feedback sessions, process training and external training needs identified. Regular
1:1 sessions and any ad hoc catch-ups when required. Responsible for ensuring the team adhere to CYBG policies and
procedures and dealing swiftly and appropriately when any issues arise. Mentoring and motivating staff and ensuring new
members receive a full induction. Rewarding, when appropriate.
• Responsible for first view of Solutions Design Accruals and deputy for final sign off.
• Developed working relationships with Project Management community and Technical areas to ensure the success of Project
deliverables.
• Developed Work experience programme to ensure this provided a good representation of the role of a Solution Designer and
the understanding of what and why we have various processes and controls in place.
• Deputy for Solutions Design BCP.
• Assisting various Towers to resource Solution Designers correctly, managing the team's workload and allocation
of staff to projects.
• Currently addressing the known issue of how best to provide a Solution Planning process that is flexible for both Agile and
Waterfall and works across the Tower model.
Technical Team Manager June 14 to Sept 15
ICSBUSINESSBOX
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3. Gillian MacDonald
Managing the BAU & Change delivery for 33 FTE, consisting of Technical and Development Staff, across EMEA & APAC regions.
Ensuring the ICSBUSSINESSBOX solution grows with customer demands and runs on a stable platform. Agile methodology.
• Directly responsible for the Service Delivery and operational running of the Live Production environment.
• Point of contact and escalation for all User, Fault, Incident & Change management in Glasgow, London, Germany, New York,
Manila and Pune.
• Developed Technical Team internal partnership agreements with Client Services, Sales & Marketing, and Product Services
departments. Undertook process review and realignment designed to enhance departmental delivery, communication and
ownership accountabilities.
• Owner of all Client and Internal Technical Team Reporting & MI. Responsible for the development and delivery of all Software
Developments & Project Reporting, from Client Discovery phase through to post production Reporting SLA deliverables.
• Conducted process review and realignment of Company Deployment and Disaster Recovery strategies.
• Initiated new functionally and fault fix Deployment delivery process. Co-ordinated all Resource planning through User
Acceptance Testing (UAT) and live Production deployment stages, across multiple EMEA & APAC teams. Agile Environment..
• Repeated review, realignment and delivery exercise for Disaster Recovery process.
• Responsible for recruitment, training and Performance Management of the Technical Team teams in Glasgow & Manila, for all
BAU, Change and Project deliverables. Mentoring individuals. Motivating and leading team to achieve deliverables.
• Responsible scheduling Technical Team activities, planning from initial Customer requests, to agreed Project deliverables,
Resource planning, Report & MI creation and subsequent SLA’s, plus all Client BAU support execution.
• Owner of the Application and Technical Infrastructure.
Senior Systems Analyst 2011 to 2014
OKI Europe LTD
Supported over 140 websites within a Tridion CMS v5.3 environment.
Responsibilities:
• Support OKI Europe’s public facing web infrastructure to ensure that systems meet and where possible exceed Service
Level Agreements.
• Managing incidents involving internal solutions and externally hosted applications such as Tridion, SharePoint, Immediacy
and, McAfee Security Suite .
• Providing a high level of service to the business by effective call management, addressing issues in line with agreed
SLAs.
• Actively contributing to the technical knowledge database, producing documentation and sharing information amongst
colleagues to improve resolution of issues.
• Effectively maintaining a high call closure to achieve agreed SLAs and high customer satisfaction.
Tridion
• IIS configuration and report analysis.
• New Website creation.
• Identifying and correcting bottlenecks.
• Hosting internal CMS meetings.
• Producing detailed support documentation.
• Extensive end user support.
• Working with 3rd party and SDL Tridion on various projects.
• Windows Server config 2008
SharePoint
• Supporting two in-house solutions, Modifying Alert groups, SharePoint Central Admin.
Intranet (Immediacy)
• Supporting internal solution, Granting user access and account creation
• Publishing, Maintaining link integrity, Monthly audits
• Troubleshooting user issues, Page creation
• Creating users and implementing correct security access (SQL 2008)
Senior Operations Analyst 2001 to 2011
OKI Europe LTD
In addition to the duties listed for Service Desk Analyst.
• Preparing technical and end user documentation which comply with ISO standards.
• Administering Mitel telecoms system which include troubleshooting and setting up accounts.
• Managing priorities and managing Service Desk team.
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4. Gillian MacDonald
• Generating and analysing statistics.
• Supporting Windows OS XP/7
Pre 2001 CAREER HISTORY
PC Support Analyst (1st and 2nd
Line Support) 2000 to 2001
Ernst and Young
Duties were very similar to Service Desk Analyst listed below
Service Desk Analyst 1999 to 2000
OKI Europe LTD
• Providing and managing first and second line support for users from shop floor to director level.
• Installing, configuring, administering and troubleshooting systems in a 100+ user network which includes; managing user
accounts, shares, permissions, printers and quotas.
• Administering Lotus Notes system which included account creation, client install and configuration, managing databases
using the Domino Administrator.
• Configuring, maintaining and troubleshooting hardware and software for both desktop and laptop machines.
• Installing and troubleshooting cabling for network connections and phone connections.
• Installing, upgrading and troubleshooting client software which included MS Office, Lotus Notes, McAfee Antivirus, AS400
Client Access.
Production Team Leader 1991 to 1998
OKI Europe LTD
• Improved Dept quality stats by 36% Improved Dept efficiency by approx 10%.
• Developed Excellence in Team motivation.
EDUCATION, TRAINING AND QUALIFICATIONS
• H.N.C Information Technology 1997/1998
• H.N.C Management 1992/1993
• Senior Help Desk HDI DI 2008 (Distinction gained)
• N.E.B.S.M Supervisory Management 1992/1993
• Adobe CS4 Dreamweaver HL Diploma 2009-2011 (Distinction gained)
• Adobe Flash creation and integration 2009-2011 HL Diploma (Distinction gained)
• National Certificate in Engineering Practice 1995
Technical Training
• Supporting Content Entry for Tridion 5.3, PathFinder Mapper 4.1, IBM Lotus Notes Admin 6
• Troubleshooting and Supporting Windows 7 in the Enterprise, McAfee Security Suite
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