Technical Consultant

• Jun 2021 - Present

Senior Technical Support Consultant

• Mar 2019 - Jun 2021

Technical Support Consultant

• Jun 2017 - Jun 2021

I am currently a technical support consultant working for medium scale company providing IT support for various clients throughout the UK. This position continues to utilise my skills and knowledge I have gained over the course of my IT career. My role includes providing 2nd line support to our clients via a ticketing based system as well as telephone support when required and providing an escalation point for my 1st line colleagues. For this role I am required to have a working knowledge of all versions of Windows Server and all accompanying roles and features including Active Directory, DHCP, DNS, IIS, WSUS and Deployment Services. I regularly diagnose and troubleshoot networking issues involving remote workers, utilising a variety of VPN clients and endpoints. Many of these endpoints include Sophos UTMs, however some clients opt for the cisco route. As a result of this I have undertaken additional Sophos provided certifications to ensure my knowledge is at a standard that my clients appreciate when dealing with any issues they may have.A vast number of our clients rely heavily on office 365 or an exchange server hybrid, as a result of this I have a solid understanding of all of the product offerings under the 365 label. This ranges from mail and mail flow to the installed applications offered under the enterprise licencing. I have found PowerShell to be an invaluable tool when working with mailbox and calendar permissions on the office 365 platform. Due to this I have built up a working script of common commands that I use daily to automate various tasks and ultimately reach a resolution quicker than the GUI counterpart.I am often given the opportunity to work with our new employees offering them mentoring and training them on our systems and operations. I enjoy this opportunity at it enables me to impart knowledge on others and I often find I can learn from them and their unique ways of problem-solving. Show less

Group Systems Engineer

• May 2016 - Jun 2017

I was soon promoted to a Group Systems Engineer within this large international hosting company. That role required a vast knowledge of the various systems used within the company. These include but are not limited to; Windows Server, Linux, MY/SQL Server, Microsoft Exchange, VMware/virtualisation, Web Hosting, Firewall configuration, VPN's, SSL Certificate setups, Backup solutions and various other network administration duties. This role operated on a ticketing based system as well as a dedicated 24-hour phone line. This is used as an escalation route from my 1st line colleagues in addition to our own workload. I worked a 24-hour shift pattern, which at times required me to work on my own, using my own initiative and monitor my time in accordance with our SLA's. My duties were varied between day shift and night shift. During the day my role was more focused on delivering a quality troubleshooting service to our customer base. Nightshift was more of a NOC type role consisting of hardware and network failure troubleshooting and resolution within our data centres. Show less

1st Line Support Engineer

• Feb 2016 - May 2016

In this role I worked for a large international cloud hosting company. In my first position within Iomart, my duties included supporting clients in all aspects of hosted web and email services, including DNS management. This role required excellent communication skills as I had to effectively communicate with non-IT individuals.

Computer Engineer

• Sep 2013 - Jan 2016

Within my previous position I gained three years’ experience managing and developing the IT needs of several small to medium scale businesses. I was responsible for handling and maintaining all systems and servers for each of the clients I supported. This included full set ups from scratch and the management of day to day business. Part of my role was to aid in the progression of each the businesses. This included but was not limited to setting up and maintaining VPN's for inter-branch communication, maintaining VOIP telephony systems, discussing improvements and changes with software developers, maintaining a stable retail environment and to solve any other issues that are highlighted. I also provided any necessary training required to work the various systems. Working across several businesses I had to assign my time appropriately in accordance to our SLA. This role gave me the opportunity to work as part of a team, however the majority of the tasks required me to work on my own using my initiative. Show less

Bartender

• Sep 2012 - Sep 2013

My role in this job was to ensure that each of my customers were served in a satisfactory manner whilst adhering to current alcohol laws and legislations. This also includes strict health and safety guidelines to prevent issues regarding excessive consumption of alcohol and under age drinking. At times it was necessary to diffuse hostile situations while maintaining composure and professionalism. My role in this job was to ensure that each of my customers were served in a satisfactory manner whilst adhering to current alcohol laws and legislations. This also includes strict health and safety guidelines to prevent issues regarding excessive consumption of alcohol and under age drinking. At times it was necessary to diffuse hostile situations while maintaining composure and professionalism.

Forklift Operator

• Feb 2008 - Aug 2012

My job role consisted of taking and unloading deliveries of the various products that Wickes stocked. This included yard and warehouse safety as I would operate two types of forklift trucks in busy areas. I regularly audited stock levels to ensure that they corresponded with electronic records. Additionally, I would often operate a till and be on the shop floor providing general assistance to our customers. This role required a lot of customer interaction and good team working skills to ensure that each shift was run as efficiently as possible. Show less