Peter Shand

Application and Product support/ Integration Technician / Lead Application Packaging, CDG (Scotland) Ltd (on-site at Scottish Government), 2005 – Present Primary application and endpoint support specialist, responsible for delivering both enterprise-grade application support and full lifecycle support across a diverse estate of devices, applications, peripherals, middleware and identity platforms. Enterprise Support & Device/Application Management  Deliver frontline and escalated support for over 1,000 applications, devices and peripherals used across multiple agencies.  Own the maintenance and monitoring of support queues, incident triage and SLA compliance for incident support, packaging, testing and operational environments.  Provide identity and access support across Active Directory, AD group management, MECM collections, OS deployments, and growing exposure to Microsoft Intune and Microsoft Entra ID. Middleware, Peripherals & Specialist Systems  Automate and support configuration for middleware including TNS, ODBC, Oracle and SQL Server connectivity.  Manage and troubleshoot peripherals such as print queues, universal print drivers, telephony systems (Mitel), assistive technologies (ZoomText, JAWS, Braille displays), and secure access tools (Zscaler, Sophos, Windows Defender, SafeSend).  Support complex line-of-business systems including AutoCAD suites, ESRI GIS, Objective eRDMs, and finance platforms from legacy Britannia products all the way through to to modern Sage deployments. Vendor & Stakeholder Engagement  Act as technical liaison with software vendors, hardware manufacturers and service providers to resolve issues, improve delivery processes and influence product enhancements.  Provide clear documentation, configuration records and operational gui