About Me
15 years of experience in IT has taught me many things but one recurring lesson is keep it simple.
I've gained a wealth of knowledge in hardware and software through work experience across a range of sectors
from charities and software companies to finance and professional services.
This has involved end-user computing, scripting and automation all the way to datacentres and maintaining
server infrastructure, my most notable projects involving virtualisation and office migrations.
Throughout my career I have found that soft skills are just as valuable as technical ability.
Many of my roles have been customer facing and as I such I put a particular emphasis on relationship building and customer service.
Its as much about resolving the issue as it is about being a team player, fostering confidence with others.
Professionalism is being agile, reliable and dependable in a timely manner especially when unexpected challenges arise.
For Recruiters
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Technical Skills
Scripting & Code
Bash, PowerShell, HTML/CSS, JavaScript
Cyber Security & AV
Microsoft Defender, Symantec Endpoint Security, Trend Micro, Kaspersky Antivirus, Brivo Door Access
AI Prompting & Automation
Gemini, ChatGPT, Claude, Manus, Leonardo AI
Cloud Administration
Microsoft Azure AD, Microsoft Office 365, VMWare vSphere, Citrix XenApp
Systems Monitoring
Crowdstrike Falcon Sensor, SNMPc, SpiceWorks, Manage Engine DesktopCentral
OS Administration
Linux kernel 2.6, Windows Server 2003-2019, Windows 95/XP-Windows 10/11, MacOS X+, VMware ESXi, VMWare vSphere
Asset Management
Microsoft Intune/Endpoint Manager, Nexthink, GLPi, LANDesk Management Suite, Manage Engine EndpointCentral
Ticket Systems
Hornbill Supportworks, LANDesk, Freshdesk ServiceDesk, Zendesk
Career History
TradingHub Ltd
Senior Desktop Support Engineer (2nd/3rd Line)
May 2023 — February 2025
- Brivo Door Access — Card Management, Access Management & Security for all Staff
- Office Move — 140 London-based staff, Comms room move + desk configuration
- Citrix XenApp Cloud — Troubleshooting & Maintaining 140 VDIs and 10 multisession environments
- VMWare vSphere — Administering VMs, managing and maintaining resource and access to VDIs
- On-Prem Active Directory — Organisation-wide User Account & Access Management & Group Policy Management
- Amazon Web Services — Creation of S3 Buckets, Moving of large data between on-prem and cloud, management of Citrix environment using AWS compute boxes, configuration and management of Disaster Recovery, configuration of IAM roles
- Manage Engine Endpoint Central — Deploying applications, patching endpoints, Remote Control
- Azure Entra ID — Managing of Web Apps, configuration of SSO
- Azure Exchange — Organisation-wide Mailbox Management
- Azure Endpoint Manager — Organisation-wide device Management
- Azure Teams Management — Organisation-wide Phone System Management, Teams Account & Permissions Management
- Windows 10 — Troubleshooting of desktop PC incidents + software issues
- Windows 11 — Troubleshooting of Dell & Lenovo laptop issues + software issues
- Windows Server 2022 — Management of NTFS Permissions, Group Policy + more
- GitLab — Raising + progressing Incidents, Change Requests
- Fresh Service — Managing Incidents, Service Requests Queues & Escalations
- TrendOne — Antivirus and vulnerability detection across Cloud & On-Prem Infrastructure
- Microsoft Security & Compliance — Vulnerability Monitoring, Phishing, Quarantine etc
- PaperCut — Department Access Printing, Printer Queue Management & Troubleshooting
- Zoom — Phone System Management, Meeting Room Management, Webinars
- Orangebox— Meeting Room installation + configuration
- IGEL UEMS — Thin Client administration, deployment, monitoring, configuration & management for 140+ physical devices
Mazars London
Service Delivery Consultant (2nd/3rd Line)
April 2022 — April 2023
- Office Move — 1200 London-based staff
- Citrix — Troubleshooting & Maintaining Virtual Desktop Environment
- Azure Active Directory — Organisation-wide User Account & Access Management
- Azure Exchange — Organisation-wide Mailbox Management
- Azure Intune — Organisation-wide device Management
- Azure Teams Management — Organisation-wide MS Teams Account & Permissions Management
- Windows 10 — Troubleshooting of desktop incidents + software issues
- Windows Server 2019 — Management of NTFS Permissions, Group Policy + more
- ServiceNow — Managing Ticket Queues & Escalations
- Microsoft 365 Defender — Vulnerability Monitoring & Update/Patch Management
- Nexthink — Monitoring, Analysing & Automating Proactive Hardware & Software Fixes
Photobox Group
IT Engineer Tech Support (1st/2nd/3rd Line)
July 2018 — February 2022
- Crowdstrike Falcon Sensor — Monitoring and maintaining security across devices
- ManageEngine Desktop Central — Patch Management
- LANDesk & Zendesk — Logging & resolving tickets adhering to ITIL standards
- OKTA SSO — Configuring and managing platform for user access to self-published applications
- Confluence & JIRA — Managing, including creation and maintenance of Projects and Spaces
- Asset Management — Responsible for 600+ staff laptops, desktops, all stock management across the business post-office move
- Adobe & MS Office — Configuring and managing licenses across the business
- Windows Server — Managing roles: Active Directory, Group Policy, DHCP, DNS and Remote Desktop services across VMs
- Mac & Windows 10 — Configuring and managing desktops and laptops, Windows 10 PCs and laptops
- Google Meet — Configuring and troubleshooting hardware and software for meeting rooms
- Mobile Device Management — Assigning handsets, troubleshooting and managing email and other apps across Android & iOS devices
- Symantec Antivirus — Managing Symantec Console, deploying and updating Symantec antivirus clients
- Bitlocker Encrytion — Executing transition between Symantec Encryption and Bitlocker; across the business
Datrix Ltd
Service Desk Technician (1st/2nd/3rd Line)
August 2017 — May 2018
- Multi-Client Support — Responsible for around 30 customer businesses of various sizes between 15-200 staff laptops and desktops in public and private sector
- Autotask — Logging, resolving or escalating to correct line of support adhering to ITIL standards
- Remote Support — Providing Helpdesk support via phone, using LogMeIn Rescue, N-Able, Remote Desktop and VNC
- MS Office 365 & Adobe — Configuring and managing user licensing across 30+ customer businesses
- Azure AD & Exchange — Configuring and troubleshooting Azure AD, Office 365 and Exchange 2010 Hybrid Environment
- Multi-Platform Support — Configuring and managing Windows XP VMs, MacOS & Windows 10 desktop PCs, laptops & workstations
- Windows Services — Managing Active Directory, Group Policy, DHCP, DNS and Remote Desktop services
Zoopla Property Group
Desktop Support (1st/2nd/3rd Line)
February 2014 — August 2017
- Ticket Management — Initially using proprietary CRM system, then implemented FreshDesk ServiceDesk adhering to ITIL standards
- Asset Management — Responsibility for 300+ staff laptops and desktops, all stock management across the business prior to office move
- Remote Support — Providing Helpdesk support via phones, using LogMeIn Rescue, Remote Desktop and VNC
- License Management — Configuring and managing Adobe, Atlassian, MS Office 365 licensing across the business
- Windows Environment — Configuring and managing Windows XP VMs and Windows 10 desktops, laptops & workstations
- OS Migrations — Managing two company-wide OS upgrades: manual upgrade from Windows XP to Windows 7 and then roll-out via MDT Windows 7 to Windows 10
- Hardware Deployment — Deployment of over 300 new-to-market Lenovo laptops in conjunction with Windows 10 roll-out
- Microsoft Server — Configuring and troubleshooting up to 2012 virtualised server environments
- Google Apps — Configuring and troubleshooting Google Apps for Enterprise Mail
- Windows Services — Managing Active Directory, Group Policy, DHCP, DNS and Remote Desktop Services
- SharePoint & Office 365 — Installing, configuring and troubleshooting Microsoft SharePoint & Office 365
- Mobile Device Management — Installing, configuring, managing and administering e-mail and other applications on business-issued Android and iOS devices
- Kaspersky — Managing Console and installing antivirus clients
- Disaster Recovery — Initiating and managing shutdown process
Wirebird Ltd
1st Line Technical Support
February 2013 — September 2013
- Remote Support — Providing Helpdesk support via phone, Remote Desktop, Remote Assistance & SCCM Remote Control
- Citrix XenApp — Configuring and managing application and server environment
- Multi-Platform Support — Configuring and managing Windows XP Virtual Machines & Windows 8 desktop PCs, laptops and workstations
- Microsoft Server — Configuring and troubleshooting Windows Server up to 2012
- Microsoft Exchange — Configuring and troubleshooting up to 2010
- Network Services — Managing Windows Server networks with DHCP, DNS Active Directory & Remote Desktop Services
- MS Office 365 — Installing, configuring and troubleshooting
- BlackBerry Management — Installing, configuring, managing and administering e-mail on BlackBerry OS 10 devices
Wanstor Network Services
2nd Line Technical Support
January 2009 — November 2012
- Multi-Client Support — Provided Helpdesk via phones, VNC, Remote Desktop and other remote tools
- On-Site Support — Working on-site across 60-70 clients, each with their unique equipment and staff
- Hardware Management — Installing, configuring and managing Windows desktop PCs, laptops, workstations, Wyse & HP Thin clients - Windows Embedded and Linux based
- Windows Server — Installing, configuring and troubleshooting up to 2008 R2
- Microsoft Exchange — Configuring and troubleshooting up to 2010 — Active Directory, DHCP, DNS and Terminal Services
- BlackBerry BES — Installing, configuring managing and administering and a variety of their devices
- Mobile Device Management — Configuring Exchange e-mail on non-BlackBerry mobile devices (iPhone, Android & Windows Mobile)
- RSA Authentication — Configuring and managing RSA tokens and authentication procedures
- Sophos Enterprise — Managing Console and deploying Sophos Antivirus clients
- Trend Micro — Managing Internet Security (Scanmail, IWSS, IMSS & Officescan clients)
- Exclaimer Mail Utilities — Installing and configuring disclaimers and signatures
- VMware ESXi — Installing and configuring; administering and managing virtual machines using VMware ESX Infrastructure and the vSphere client
- SLA Management — Resolving tickets using Hornbill Supportworks adhering to contract-locked SLAs
- Wireless Infrastructure — Installing HP Wireless Access Points, Ruckus Wireless ZoneDirectory & WAPs
- Network Hardware — Installing, configuring and troubleshooting Zyxel and Draytek routers
- Windows Migrations — Performing over wide geographical areas
- Server Hardware — Physical installations of HP Proliant G4, G5, G6 and G7 servers, including RAID configurations and OS installations
- Printer Management — Installing, configuring and troubleshooting HP Laserjet Printers, Canon Multifunction machines and Brother MFCs
Endava / BPP
1st Line A/V Support
June 2008 — December 2008
- User Support — Providing Helpdesk and face to face support to 200-250 users
- Office Setup — Configuring office workstations including all cabling and networking
- A/V Equipment — Troubleshooting WACOM screens, configuring WACOM pens, wireless keyboards & mic, identifying and replacing damaged cabling and overall conference room support
- Windows XP — Configuring all A/V equipment for use with Windows XP machines
Society of Chemical Industry, London
1st Line Technical Support
April 2008 — May 2008
- Helpdesk Support — Resolving tickets remotely and face to face on-site in Victoria office, up to 100 users
- Software Support — Troubleshooting Windows, IE and MS Office suite of applications
- Windows Server 2003 — Administering and configuring, including both client/server updates
- Presentation Support — Managing LCD projectors and laptops for conferences and presentations
- Server Hardware — Setting up racks to house Dell PowerEdge servers, UPS, KVMs and power brackets
- Active Directory — Administering and managing user accounts, Group Policy and user permissions
Education & Qualifications
Just IT Training Ltd, London
Network Professional Programme
September 2007 - March 2008
- Microsoft Certified Practitioner (MCP) — Windows XP / Server 2003 Sept 2007 - 2008
- CompTIA A+ — IT Technician Sept 2007 - July 2008
- CompTIA A+ — Essentials Sept 2007 - July 2008
Epping Forest College
- BTEC — National Cert IT Practitioners September 2004 - March 2007