Senior Service Engineer

• Oct 2022 - Present

As a Senior Service Engineer, my role has expanded to include additional responsibilities such as mentoring junior members of the team and taking a more active role in project management. I am involved in creating project plans, defining project scope, and ensuring timely delivery of projects while maintaining quality standards.In addition to my previous duties, I have also worked with the Operations team to create a new website for the company, ensuring that it is user-friendly, accessible, and meets the needs of the business. I have also been instrumental in improving our joiners, movers, and leavers processes, ensuring that staff have the tools and access they need to perform their roles effectively.With regards to security, I have become a go-to person in my team for security incidents and alerts, and I am responsible for ensuring that we have the right processes and procedures in place to manage security risks. I work closely with our group cyber security officer, who provides support and guidance on more complex issues and helps me to stay up to date with the latest industry trends and developments.To support my ongoing development, I am currently pursuing the ISC2 Certified in Cybersecurity and the Microsoft SC-200 certifications. These certifications will enhance my knowledge and skills in cybersecurity and demonstrate my commitment to staying at the forefront of industry best practices. Show less

Service Engineer

• Apr 2022 - Oct 2022

During my time at Blinx Technology, I began as a service engineer and was later promoted to senior service engineer. As a service engineer, my primary responsibility was to provide both face-to-face and remote support to clients worldwide, specifically with Microsoft 365, Azure Active Directory, SharePoint, Teams, and specialist software. I also assisted with server maintenance, user creation and management, and created procedures and processes for new employees to understand our systems and how we support them.In addition to standard support duties, I collaborated with the infrastructure, networking, and security teams. As I am currently training to become a security analyst for the company, I assisted with security-related incidents and wrote playbooks to follow in case of a security alert or incident.Furthermore, I have worked on projects to renew servers, rework joiners, movers, and leavers processes, and started implementing role-based access control (RBAC) for one of our clients. This effort has allowed us to better understand the underlying systems and access levels while also ensuring that we support each team appropriately. Show less

IT Support Technician

• Feb 2022 - Apr 2022

During my time as a contractor for the BFI, I was responsible for providing support for both Windows and Mac systems. My main duties included building new devices for users, tracking and managing assets, setting up and maintaining user accounts, and providing technical support to all users. In addition to these duties, I was also tasked with managing meeting room equipment and specialized software. One of my major contributions to the team was creating an efficient way of tracking available equipment and assets, which allowed us to understand what resources were available and identify any items that needed to be ordered. I also participated in discussions around upgrading meeting rooms and implementing better ways to handle user authentication for accessing secure systems. Throughout my work with the BFI, I maintained a professional and attentive approach to my duties, ensuring that all technical issues were resolved efficiently and effectively. Show less

1st Line Support Engineer

• May 2021 - Dec 2021

During my time at UK Lighthouse Lab Network, I was responsible for providing comprehensive IT support to both lab and office staff. As a crucial member of the team, I ensured that all systems were up and running, and that every member within the lab received the necessary support to ensure efficient processing of COVID tests. My primary duties included conducting regular system patching, building computers to specification for each environment, and providing support for printers, meeting rooms, and specialized lab software. In addition to my technical responsibilities, I adhered to strict health and safety regulations when working in and out of the lab, ensuring that all support was delivered in a highly stressful and time-sensitive workplace. Overall, I took pride in providing boots-on-the-ground support to the entire team and ensuring that all systems were working optimally, which was critical to the success of the lab's operations. Show less

Information Technology Engineer

• Apr 2021 - May 2021

As a contractor for Barking, Havering and Redbridge University Hospitals NHS Trust (BHRUT), I played a vital role in a project aimed at overhauling their outdated IT systems. This project involved replacing old and no longer supported systems with new, updated ones that would provide longevity of support and allow for better productivity across the two sites where I worked. Given the challenging circumstances of COVID-19, our team was not only tasked with the implementation of the new systems, but also with ensuring that our work was conducted safely and with minimal disruption to the hospitals' operations. As such, we had to be mindful of operating around the hospitals, as our work took us to all areas to ensure that every system was checked and upgraded according to the plans laid out by our project manager. During my time at BHRUT, I worked closely with the project team to ensure that all aspects of the project were delivered on time, within budget, and to the satisfaction of all stakeholders. This involved liaising with hospital staff, senior management, and external vendors to ensure that all requirements were met, and that the new systems were fit for purpose and met the needs of the hospital and its patients. Overall, my role at BHRUT required a high level of technical expertise, excellent project management skills, and the ability to work collaboratively with a range of stakeholders in a complex and challenging environment. Show less

Help Desk Support Analyst

• Apr 2019 - Jul 2019

As a staff member at Ravensbourne University, I was responsible for providing exceptional support to staff and students. My job duties included setting up new Apple Mac devices, ensuring that all software was up-to-date and functioning correctly for users. In addition, I provided comprehensive assistance to students facing issues with software applications such as Adobe, Maya, 3DS Max, and other various applications. I also ensured that printers were operational, regularly filled with supplies, and available for use by all members of the university. Furthermore, I was responsible for setting up equipment for meetings and configuring specialised hardware used for game development and 3D modelling, from computers to 3D printers. My technical knowledge and expertise allowed me to provide timely and effective support to staff and students, ensuring that they had access to the tools and resources required for success. Overall, my role at Ravensbourne University required a high level of technical proficiency, exceptional organisational skills, and a commitment to delivering outstanding service to all stakeholders. Show less

IT Engineer

• Jan 2019 - Jan 2019

As a Freelance/Contract IT service provider, I have worked with Phoenix Traffic Surveys, where I have undertaken several critical IT-related tasks. These include server maintenance, setting up new computers, and user accounts, installing software, and creating and hosting websites. I have also played an integral role in the general day-to-day maintenance of computers, ensuring that they are running efficiently and effectively. Additionally, I set up a new iPad system for site workers, which has streamlined their work processes and improved productivity. Furthermore, I successfully migrated the old NAS system to a new and improved cloud-based system, which has enhanced the company's data storage capabilities and security. Throughout my engagement with Phoenix Traffic Surveys, I have demonstrated a high level of technical competence, professionalism, and commitment to delivering outstanding service. Show less

First Line Support Technician

• Apr 2018 - Jun 2018

Technical Support Analyst

• Jan 2017 - Jan 2018

During my time at UKNGroup as a contractor, I had the opportunity to work onsite with one of their clients, where I undertook a range of critical IT support duties. My responsibilities included creating new users, resetting passwords, managing servers, ensuring that Windows updates and AV were up-to-date, and monitoring Anti-Virus updates on all machines. I utilized ILOM and DRAC to update and restart servers, ensuring that they were up-to-date with the latest software and security patches. I also managed back-ups for the file servers and promptly logged any server faults that needed to be addressed. As part of my role, I worked onsite with the client, providing them with face-to-face support and technical assistance. I ensured that the client received the best possible support and that any technical issues they encountered were promptly addressed. Additionally, I assisted with printer moves and resolved any technical issues that users faced. Throughout my tenure, I demonstrated a high level of professionalism and technical competence, contributing to the success of the project and delivering outstanding customer service. Show less

IT Support Engineer and Consultant

• Sep 2016 - Sep 2016

As an ADHOC member of the QTS team, I have assisted the company with several critical IT-related tasks that have contributed to the growth and development of the business. I have provided expert consultation on new upgrades to enhance the company's infrastructure, and I have helped to set up new computers, a video server, and a NAS. Furthermore, I have played an integral role in maintaining the company's computers and servers, ensuring that they are running smoothly and efficiently. I have also set up network printers, which has streamlined the printing process for all employees, saving the company both time and money. Overall, I take pride in my ability to deliver exceptional IT support services, which have significantly contributed to the success of the QTS team. Please refer to the recommendation from the Managing Director for further insight into my contributions to the company. Show less

1st Line Support Engineer

• Sep 2015 - Sep 2016

During my time at ITLab, I was undergoing an apprenticeship with JustIT while fulfilling a range of duties that required me to interact with both internal and external clients. As part of my role, I engaged with clients over the phone and logged their queries using ITLab's Ticketing System. Additionally, I was assigned tickets by the Incident Management team, which I promptly attended to in a timely and efficient manner. My duties encompassed a broad range of IT support services, including password resets, managing office 365 and licensing, installing software, and setting up hardware such as laptops for user utilization. I also had the responsibility of installing and managing AV for clients. Furthermore, I supported colleagues and internal clients by setting up new desks and working onsite at two of our clients to resolve any issues they encountered. Throughout my time at ITLab, I was committed to providing exceptional customer service, ensuring that every client interaction was handled professionally and with the utmost care. I take pride in my ability to effectively communicate with clients, resolve technical issues, and provide comprehensive IT support services. Show less