Leonard Paul Lawson
About Leonard Paul Lawson
Leonard Paul Lawson is a Service Support Lead with a strong background in IT and application support. He has extensive experience in managing support teams and improving service functions, along with multiple qualifications from Cisco Networking Academy and a BSc in Applied Networking Security from Abertay University.
Current Role as Service Support Lead
Leonard Paul Lawson serves as the Service Support Lead at Confidential since 2021. In this role, he leads the Application Support team, focusing on enhancing the desktop computing environment and maintaining high-performing service support functions. He collaborates with internal and third-party teams to ensure actions are taken to protect and improve services. Lawson also plays a key role in managing the Incident, Request, Change, and Escalation processes, ensuring high levels of performance and accurate reporting.
Education and Certifications
Leonard studied at Cisco Networking Academy, where he achieved several certifications, including CCNA 2 Routing and Switching, Information Technology Essentials, Internet of Things, and Cybersecurity - EN 1116. He also completed NDG Linux Essentials. He earned a BSc in Applied Networking Security from Abertay University from 2017 to 2019. Additionally, he studied at Fife College of Further and Higher Education, obtaining a Counseling Skills Level 8 and an HND in Computing: Technical Support.
Previous Work Experience
Prior to his current position, Leonard held various roles in the IT support sector. He worked at Ascensos as an Operational Support Analyst from 2017 to 2019. He also served as an Application Support Analyst and Second Line Support Analyst at Confidential from 2019 to 2021. His experience includes roles at Amazon, where he was an Expert Customer Advocate, EU Workflow Analyst, and Resolution Lead from 2013 to 2016. He also worked as an Insurance Agent at RAC from 2016 to 2017.
Skills and Responsibilities
Leonard has a strong focus on evolving standards for hardware, software, and security within the application environment. His responsibilities include mentoring, training, target setting, and performance assessment as part of staff management duties. He acts as an ambassador for the support desk, facilitating effective communication on IT matters across the business.