A Journey of Career Evolution
My professional journey is a narrative of continuous growth and transformation, moving from creative industries into finance and now technology. This path has equipped me with a unique and diverse skill set, blending creative problem-solving with rigorous analytical thinking. Below is a summary of this evolution.
I began my career in the creative industries, driven by a passion for audio and media. In 2014, I graduated with a BSc (Hons) in Audio Production, followed by a Master of Design (MDes) in Sound for the Moving Image from the prestigious Glasgow School of Art in 2016. This period honed my creative and technical skills in audio-visual production, leading to extensive freelance work as a sound and lighting engineer and dub mixer.
Seeking new challenges, I transitioned into the corporate world, leveraging my technical aptitude and communication skills in customer-facing roles. I started as a Multilingual Technical Support specialist for video games at Pole to Win Europe, and then as a Technical Support Specialist at Hive/British Gas, where I excelled in troubleshooting complex smart home systems. This was followed by a significant period at Tesco Bank, where I progressed from a Customer Success Specialist to a Customer Relations Officer, gaining in-depth knowledge of the financial services industry, compliance, and customer relations.
My analytical abilities and desire to drive strategic change led me to a role as a Business Analyst at Barclays Bank. Here, I utilised data analysis and the Lean Framework to optimise banking solutions for thousands of businesses, demonstrating my capacity to translate data into actionable insights and lead impactful projects. After leaving Barclays to complete a full refurbishment of my first house, I decided to fully commit to a career in technology.
Currently, I am embarking on the next chapter of my career, fully immersing myself in the world of technology. I am pursuing a PDA in Data Science with AI and have completed certifications in web development, AWS, and Azure. This transition is fueled by a long-standing passion for programming and a desire to build innovative solutions. My journey, from creative production to finance and now to web development and data science, has provided me with a unique perspective, combining creativity, analytical rigor, and a deep understanding of both user needs and business objectives. I have also founded Celt Tech, a software and web development firm, to address the technological needs of underserved SMEs in Scotland.
Career Timeline
This is a chronological overview of my professional experience, education, and key volunteering roles.
Business Analyst
Barclays Bank, Glasgow
Jun 2022 - May 2024
Customer Success Specialist & Customer Relations Officer
Tesco Bank, Glasgow
Dec 2018 - Jun 2022
In my time at Tesco Bank, I served as the first point of contact for customers across a wide range of banking products, including personal loans, credit cards, and current accounts. My responsibilities included handling payments, fund transfers, account openings and closures, and resolving any customer queries over the phone. I developed specialised soft skills in customer and stakeholder liaison and gained significant insight into compliance and banking regulations. I supported various teams and departments, including a three-month secondment as a Customer Relations Officer, where I was responsible for investigating and resolving complaints in line with Financial Conduct Authority (FCA) regulations and internal Quality Assurance (QA) processes. I achieved Subject Matter Expert (SME) status, becoming a key point of contact for colleague support, assisting with ongoing training for new starters, and collaborating with development and operations teams to automate interdepartmental business processes using my knowledge of systems architecture and project management.
Technical Support Specialist
Hive/British Gas, Glasgow
June 2018 - Dec 2018
At Hive, one of the largest smart home device companies in the UK, Ireland, and the USA, I provided technical support to customers and engineers via telephone, web chat, and email. I was the first point of contact for troubleshooting a wide array of smart home systems, including remote-controlled heating, automated lighting, motion sensors, and Wi-Fi security cameras. My role involved liaising with customers as well as gas and electric engineers to schedule installations and repairs, and providing real-time technical support to engineers during on-site visits. I consistently delivered an outstanding customer experience, which increased customer loyalty and generated sales and upsells that exceeded targets. I gained expertise in the systems and processes standard in this sector and excelled in my KPIs.
MDes in Sound for the Moving Image
The Glasgow School of Art, Glasgow
Sep 2017 June 2018
This postgraduate program honed my creative and technical skills in audio-visual production for film, animation, television, and new media. It provided extensive hands-on experience in sound production and post-production to a high professional standard.
Freelance Sound & Lighting Engineer / Dub Mixer
Self-Employed
Oct 2016 - Sep 2019
As a knowledgeable and versatile sound designer and programmer, I have extensive experience working with hybrid networks, interconnecting multiple digital and analogue equipment for live performances and recording sessions. I have worked with digital mixing desks and networking protocols (Dante, MADI, etc.) for shows with audiences of up to 1,500 people. For the "Spirit of Scotland" show, I regularly used a Yamaha LS9-16 for live sound and QLab for multitrack backing tracks, video cueing, and OSC device control. My experience extends to a range of consoles (Soundcraft Vi series, Allen & Heath iLive series) and software (the full Figure 53 suite). Dub mixing is a particular passion, a skill I have dedicated hundreds of hours to perfecting. I am a regular technician at events such as the Glasgow Southside Fringe, Edinburgh Fringe, and Glasgow Merchant City Festivals.
Youth Worker
Glasgow Elim Church
Sep 2016 - Sep 2018
As part of my voluntary service at my local church, I work with the youth team, providing mentoring and care for children aged 11 to 17, with additional support for the 5 to 11-year-old group during Sunday School and other recreational activities. I have also applied for roles such as Relief Children's Worker to further professionalise this experience.
Multilingual Customer Support for Videogames
Pole to Win Europe Ltd., Glasgow
June 2018 - Dec 2018
In this role, I provided technical and customer support for some of the world's major video game publishers and developers. I was responsible for supporting users worldwide with issues related to massive online multiplayer platforms (MMOs), IT systems, online software applications, servers, and online purchases. My daily tasks included answering and logging telephone calls, composing follow-up emails, conducting research, writing reports, and generating content for the knowledge base.
BSc (Hons) in Audio Production
SAE Institute/Middlesex University
Apr 2011 - Sep 2014
Graduated with a 2:1 (Merit). This degree provided a great variety of music production projects, through which I gained invaluable technical, artistic and production skills in all major aspects of the media and the music industry.
Technical Skills
My career has allowed me to develop a broad and deep technical skillset, spanning software development, data analysis, and professional audio/visual engineering.
Core Competencies
Detailed Skill Areas
Software & Web
Python, JavaScript, HTML, CSS, React, NodeJS, FAST API, PHP, Apache, Laravel, PyTest, Linux, Microsoft Power Platform Ecosystem, Full-stack development.
Data Analysis
Pandas, NumPy, Seaborn, Matplotlib, LLM Model building, training and testing, TensorFlow, Scikit-learn (sklearn), Dashboards & UI design.
Live Sound & Studio
DAWs (Pro Tools HD, Logic Pro, etc.), Control Software (QLab), Mixing Consoles (Yamaha, Behringer), Networking Protocols (Dante, MADI), Wireless Systems (Sennheiser).
Projects & Entrepreneurship
Driven by a passion for building and creating, I have initiated and developed several key projects. These range from bespoke software applications to founding my own development firm, each demonstrating my ability to take ideas from concept to reality.
Celt Tech
Founder of a software and web development firm created to address the technological needs of underserved SMEs in Scotland. This venture combines my technical skills with my business analysis experience.
The Jamming Robot
A creative music exploration tool built in Python that interprets MIDI phrases and generates real-time variations, allowing a user to "jam" with an algorithm. The software can control DAWs like Logic Pro via MIDI Machine Control (MMC).
Python Glasgow Community
Co-founder and organiser of the official Python developers group in Glasgow. Responsibilities include shaping the mission, writing newsletters, and running workshops on data analysis and web development.
Social Enterprise for Tutoring
Developed a concept for a social enterprise providing private tuition for children from disadvantaged sectors, which was shortlisted for funding by the School for Social Entrepreneurs in Scotland.