Craig Docherty
IT Services Support Manager @Amazon
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WORK HISTORY
IT Services Support Manager @Amazon
Edinburgh, GB
As an IT Services Support manager within Amazon I am responsible for:Leading a team of Remote Support Engineers. Recognizing inefficiency and driving process improvement to enhance the productivity of all Amazonian\'s.Coordinating a variety of projects in a highly operational environment.Working with engineering teams to plan for the support of new tools and services and improving the level of support provided for existing ones.Defining and tracking metrics and key performance indicators to raise the bar in team performance and customer service.Hiring, developing, and retaining great talent.Reducing contacts through process improvement and root cause analysis.Responding to inquiries, escalations, and establishing partnerships with key customers and service owners
SKILLS
ABOUT CRAIG DOCHERTY
Experienced Information Technology Service Desk Manager with a demonstrated history of working in the construction industry. Skilled in Service-Level Agreements (SLA), Routing Protocols, Management, Troubleshooting, and Wide Area Network (WAN). Strong information technology professional graduated from Uddingston Grammar School.
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