Open to opportunities

Kerr Allan

@kerrallan

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Experienced Incident Management Analyst focused on operational excellence.

Australia

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What I'm looking for

I am looking for a role that values collaboration, offers growth opportunities, and allows me to leverage my skills in incident management and process optimization.

I am an experienced Incident Management Analyst with over five years in the IT consulting field, specializing in managing critical IT incidents and delivering effective solutions. My expertise in incident response and root cause analysis has led to a remarkable 53% reduction in open platform issues, significantly improving resolution times. I am dedicated to maintaining reliable services and ensuring customer satisfaction through effective problem-solving and operational excellence.

Throughout my career, I have coordinated major platform releases, developed training programs, and contributed to process improvements that have enhanced operational efficiency. My role at Aviva involved processing complex platform issues and delivering training sessions that reduced processing errors and improved team productivity. I pride myself on my reliability and commitment to excellence, consistently receiving praise from colleagues and management for my contributions to team success.

Experience

Work history, roles, and key accomplishments

Incident Management/IT Service Support Consultant

Aviva

Jun 2017 - May 2025 (7 years 11 months)

Coordinated two major platform releases per year, overseeing issue prioritisation, testing and post-release validation to improve system stability. Processed 80-120 complex platform issues per month, consistently meeting SLA's and resolving high impact platform defects affecting the customer and adviser experience.

ServiceNow Jira Incident Management Root Cause Analysis Training Process Improvement Financial Operations

Administrator

Clydesdale Bank

Apr 2016 - Jun 2017 (1 year 2 months)

Contributed to the team winning 'Team of the Year' by helping increase volume processing by 67% and improving turnaround times by 21%. Handled routine account maintenance, processed payments, and updated customer records while maintaining compliance with regulatory laws and guidelines.

Account Management Customer Service Data Entry CRM Reporting Training Team Leadership Process Improvement Compliance Financial Operations

Administrator

Glasgow City Council

May 2015 - Dec 2015 (7 months)

Handled daily admin tasks like updating council systems with new waste bin requests and assigning free school meals to eligible families. Cleared a significant backlog of outstanding cases caused by staffing shortages, improving response time and service delivery.

Administrative Support Data Entry Case Management Reporting Customer Service Process Improvement Team Collaboration Public Sector Operations

Data Entry Clerk

Disclosure Scotland

Mar 2015 - May 2015 (2 months)

Consistently exceeded daily data entry targets, typing over 2,100 words per hour and regularly going 300 words beyond expectations. Maintained a daily error rate under 5%, ensuring a high level of accuracy across sensitive national records.

Data Entry High Accuracy Quality Control Auditing Record keeping Time Management Attention To Detail Compliance Data Management Microsoft Office

Administration Assistant

Argyll Homes for All

May 2014 - Mar 2015 (10 months)

Successfully cleared a 3-month backlog of purchase orders, allowing the team to refocus on current workflows and new client requests. Managed 5-10 customer projects daily, helping coordinate inspections, tradespeople and ongoing updates for homeowners.

Project Coordination Customer Service Administrative Support Workflow Management Client Communication Scheduling document preparation Route Planning Microsoft Office

Maintenance Assistant

Argyll Homes for All

Mar 2014 - May 2014 (2 months)

Helped increase task turnaround times by 35% by assisting tradesman with tools, materials and on-site coordination. Worked alongside tradespeople on roughly 2-7 maintenance jobs each day, helping with everything from painting and basic repairs to general maintenance around tenant properties.

Site Cleanup Maintenance Record keeping Scheduling Site Clean Up Team Collaboration Property Management

Labourer/Plasterer

Kevin Allan Plastering

Jul 2013 - Mar 2014 (8 months)

Supported a wide range of plastering work, from patch repairs to larger internal surfaces for both private clients and insurance repairs. Helped improve job turnaround times by assisting with surface prep, mix setup, allowing two tradesmen to work in parallel and finish projects more efficiently.

Surface Preparation Mix Setup Client Communication Quality Control Construction Support Team Collaboration Physical Labor Project Efficiency

Education

Degrees, certifications, and relevant coursework

Glasgow City College

College Certificate, Computerised Accounting

Completed a College Certificate in Computerised Accounting. This program provided foundational knowledge and practical skills in accounting principles and software applications.

Hermitage Academy

High School Diploma, General Studies

Completed secondary education with a focus on various subjects. Achieved a Higher in Physical Education and Intermediate 2 in Woodworking Skills and Physical Education.

Cumbernauld College

National Certificate, IT

Obtained a National Certificate in IT, covering core concepts and practical skills in information technology. Also completed National Progression Awards in Communications Higher, Exercise & Fitness Leadership, and a National Certificate in Sport & Fitness.