James M.

James M. has a diverse work experience spanning over multiple companies and roles. James started their career as an I.T Assistant at Sanmex International Ltd in 2002 and later joined Unisys as a Deployment Contractor in 2005. After that, they worked at Dell from 2006 to 2008, where they held various roles including Level 1 and Level 2 Technician, Dell Technical Assist member, and voice of the customer representative.

In 2008, James joined Optical Express as an I.T Technician, responsible for providing technical support to end users and lead store fits in the UK and the Netherlands. James then moved on to Frazer-Nash Consultancy in 2011, where they started as an IT Technician before progressing to the role of Lead IT Technician. During their time there, they implemented service level agreements, designed and implemented reporting systems, and upgraded the Service Desk software.

In 2019, James became the IT Support Manager at Frazer-Nash Consultancy, overseeing a team handling up to 1900 tickets per month and supporting 900 staff members across the UK and Australia. James successfully rolled out the ServiceNow platform, redeveloped various management policies and procedures, and ensured the resolution of IT incidents and service requests within agreed service level agreements.

Most recently, James has taken on the role of Business Systems Support Lead at Frazer-Nash Consultancy from July 2022, demonstrating their ongoing commitment to professional development and leadership within the organization.

James M. attended Stow College in Glasgow from 2003 to 2005, where they pursued an HND in Computing and Technical Support. James also obtained additional certifications including ITIL 4: Create, Deliver and Support, SDI - Service Desk Manager, ITIL 4 Foundation, ITIL v3 Service Operation, ITIL v3 Foundation, CompTIA A+, and SVQ Level 3 Using IT. The years of obtaining the additional certifications range from 2003 to 2020.