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Laurie Town

@laurietown

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I resolve complex technical disputes, recover assets, and strengthen data integrity through AI-enabled investigation.

United Kingdom

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What I'm looking for

I’m seeking a permanent or contract role where I can immediately investigate complex technical issues, protect data integrity, reduce financial risk, and apply AI-enabled workflow improvements.

I spent 18 years supporting the Currys Strategic Account at Concentrix, serving as the technical continuity anchor through four TUPE transfers and mergers.

I investigate complex technical disputes, contract fraud, and Lost in Transit cases, using root-cause analysis, database auditing, and escalation management to protect data integrity and reduce financial liability. I also pioneered LLM-driven research and prompt engineering to speed ticket diagnostics across core platforms.

My technical foundation spans hardware and software support, remote workstation troubleshooting, CRM ecosystems, Linux, Windows, macOS, and iOS. I’ve expanded this with a Level 3 Digital Accelerator Diploma covering Python, cloud architecture, cybersecurity ethics, and AI workflow optimization.

Experience

Work history, roles, and key accomplishments

Senior Technical Resolution SME & Investigator (Strategic Lead)

Concentrix

Jan 2008 - May 2026 (18 years 4 months)

Newark, Nottinghamshire, United Kingdom

Incident Management Asset Recovery

Senior Technical Resolution SME

Concentrix

Jan 2008 - May 2026 (18 years 4 months)

Provided 18 years of continuous technical continuity for the Currys Strategic Account, specializing in root-cause analysis, information governance, and high-value asset recovery. Led complex investigations and pioneered AI-driven workflow optimization.

Incident Management Root Cause Analysis Information Governance Asset Recovery Fraud Mitigation GDPR Data Privacy Prompt Engineering LLM AI Workflow Optimization Linux Windows MacOS iOS CRM

Education

Degrees, certifications, and relevant coursework

Pluralsight & Udemy (Self-Directed Development)

Self-Directed Technical Development, Field of Study: Systems Administration & Network Infrastructure

Dedicated to continuous, proactive technical study using leading industry platforms (Pluralsight, Udemy, and labs).

Key Focus Areas:
• Linux Command Line (CLI) & Shell Scripting
• Network Security & Infrastructure
• Microsoft 365 Enterprise Administration
• ServiceNow Fundamentals & CRM Management