Raymond Doyle

Raymond Doyle

Curriculum Vitae

Profile

Business Analyst with twenty years’ experience working within the IT industry. I have a wide range of skills having worked with developers and customer facing roles. More recently roles I’ve worked in IT Helpdesk roles too. This wide range of different roles has allowed me gain excellent communication and problem-solving skills.


Education & Qualifications

  • Multimedia HND Falkirk College - 2000 – 2002

Experience

Self Employed DJ - June 2022 – Present


The opportunity arose to become a DJ full time. This was a result of playing online during lock down and building up a large following on various streaming platforms.

  • Played clubs and started a club night raising funds for Epilepsy Scotland.
  • Provided DJ training and advice to beginners.
  • Setup students with online streaming capability, giving support and guidance.


Menzies Aviation - IT Service Desk Analyst – March 2022 – May 2022


Worked as part of the IT team based in Edinburgh office dealing with IT incidents and requests across the Menzies Aviation business. First point of contact for all IT related incidents covering a broad range of IT subjects.

  • Managed incidents using ServiceNow CRM making sure to meet targeted SLAs.
  • Configured laptops and desktops either out of the box or rebuilding broken systems to be operational.
  • Worked multiple shift patterns to keep the IT operation functional 24/7.


NHS Lothian Hospital – eHealth Desktop Support Officer - July 2020 – March 2021


Worked in a small team within in the hospital, I was responsible for supporting all staff within NHS Lothian. Acting as first level support for over 30,000 staff across the whole of the NHS Lothian site.

  • Managed Active Directory, Office 365, VMWare and various network related issues.
  • Delivered a customer focused experience resolving all problems and escalating if required.
  • Gave advice and training to users and new onboarding staff.


Sky - Customer Service Advisor - October 2019 to Present


First point of contact for all customer enquiries covering all Sky products, dealing with around 100 calls per week. Champion for specialist Broadband questions in the team.

  • Achieved 80% NPS customer satisfaction results 20% sales through service results.
  • Took ownership of customer escalations and managed customer expectations.
  • Worked with management to improve processes and suggest improvements to software functionality.


Modulr - Technical Business Analyst - September 2018 to January 2019


  • Managed the integration of an AML software solution.
  • Led the analysis of improving functionality, improving it for all users.
  • Introduced new ways of working by using wireframing software to design improved UI for customers.


Be Positive - Business Analyst - May 2018 to July 2018


  • Lead BA on daily stand-up calls delivering sprint planning walkthrough sessions to remote stakeholders.
  • Refactored existing user stories into a more understandable acceptance criteria format.
  • Updated business requirements, working with external and internal stakeholders.


Capita CSDS - Business Analyst - March 2014 to December 2017


  • Utilised Agile SCRUM methodologies as well as working in an Agile Kanban environment.
  • Led the UI design for transitioning Police users from pen and paper to smart phone devices.
  • Involved in offsite client workshops, specifically working with the public sector to gather requirements.
  • Internal workshop facilitation working with developers and testers.
  • Defined detailed functional and non-functional requirements for major features within the product.
  • Worked closely with West Midlands Fire Service & Cleveland Police to shape product delivery.


Lumesse – Business Analyst - January 2008 - July 2013


  • Lead analyst and product expert for one of the main HR/ATS offerings.
  • Wrote specifications using waterfall and agile scrum/Kanban methodologies.
  • Managed product backlogs and prioritised workloads for teams in multiple countries.
  • Involved in redesigning the look and feel of the system using wire frames and user stories.
  • Managed multiple job board integrations mapping XML documents for developers.
  • Responsible for setting up a "handover / signoff" procedure with clients and developers
  • Wrote user guides, software release notes and scope documents.


Interests

  • Tech Trends
  • Web Development
  • Music
  • Dj'ing
  • Film and TV
  • Current Affairs