Key skills at a glance
IT support across 1st–3rd line, infrastructure and identity work, strong customer skills and experience leading small teams.
IT Support (L1–L3)Microsoft 365Windows ServerVMwareNetworkingAzure / Entra / IntunePowerShellTeam leadership
Profile
Mature, conscientious IT professional with experience across service desk, 3rd line support and infrastructure-focused roles. Comfortable working independently or as part of a team, with strong time management and a calm approach under pressure. I’ve led teams, coordinated complex incidents and projects, and previously ran my own successful IT retail company, giving me solid commercial awareness and people skills.
Experience
- Joined as Level 2 Support engineer and quickly promoted to Team Leader.
- Coordinated projects and communicated with senior leadership on issues and day-to-day operations.
- Created automations, policies and procedures to streamline support and improve consistency.
- Managed a small team including an apprentice; undertook site visits and client meetings to reassess IT needs.
- • Managed tickets escalated from the helpdesk / customer support team.
- • Handled projects for clients and ourselves including deploying a 10Gbps capable speedtest server and FTTP Deployments.
- • Worked directly with the Level 3 team to support where required.
- Worked as part of a 3rd line team handling escalations from the service desk and other IT teams.
- Collaborated with infrastructure, projects, networks and security teams on larger initiatives.
- Involved in projects including large-scale laptop deployments and Windows 11 rollouts using SCCM.
- Took ownership of P1/P2 major incidents, managing communication to the business and between technical teams.
- Developed and deployed a custom C# application (“Ops Utils”) to streamline BAU tasks, praised by senior IT management as “the best work I’ve ever seen from someone in your role”.
- Founded and ran an IT / computer retail business with over £4m turnover.
- Built and managed relationships with major brands including EVGA, NZXT, Gigabyte and Corsair.
- Managed a team of 10+ staff, handling hiring, training, rota planning and day-to-day leadership.
- Gained strong experience dealing with customers, suppliers, logistics and the commercial realities of a growing business.
- IT Configuration Technician – Celestra (Oct 2019 – Jan 2020): building, configuring and refurbishing POS, tablets, routers, PCs and other kit for major brands including McDonald’s, KFC, Costa, Whitbread and Wetherspoons.
- Technical Support Engineer – NewGen IT Services (Jul 2019 – Oct 2019): 2nd line support on the service desk, assisting an apprentice, managing ticket flow and coordinating with directors and sales teams.
Skills
Core technical
- Windows Server (2008–2022): installation, domains, DNS, DHCP and test labs.
- Windows client OS (XP through Windows 11) including Insider builds.
- Microsoft 365: Outlook, Word, Excel, PowerPoint and general end-user support.
- VMware virtualization and basic on-prem infrastructure support.
- Networking fundamentals: switches, routers, DNS, DHCP and small lab environments.
- Hardware: building and upgrading PCs, laptops, servers and peripherals.
- Mobile / tablet support across iOS, Android and Windows devices.
Strengths & tools
- PowerShell for automation and repeatable configuration changes.
- Exposure to Azure, Intune and Entra ID administration.
- Helpdesk and ticketing systems; clear user communication and expectation management.
- Incident handling, including major incident coordination and updates.
- Documentation, process creation and continuous improvement mindset.
- Some exposure to PHP, HTML, JavaScript and MySQL – keen to grow this further.
Education & Qualifications
BTEC Level 3 Extended Diploma – IT Systems and Network Support
Northampton College Booth Lane
Functional Skills Level 2 IT – Pass (97%). Maths (C), English (C), Maths Statistics (C), Science (D)
OnTrack Education
Personal
When I have free time, I enjoy spending time with friends and family, working on my computer, playing video games and finding new hobbies. I am always trying new things, such as airsofting, building Servers, running gaming communities and making/editing videos. I also have a driving license and like to take long drives on my own or with my family. I enjoy taking my kids to the park or other day time activities. I also manage my own home lab equiped with enterprise level networking equipment to handle my internet, smart home tech and security.