Technically skilled and customer focused IT professional with 6 years of experience in service delivery, technical support and operational improvement. Known for providing mentorship to junior engineers, streamlining ticket workflows, and delivering excellent customer outcomes. Adept at resolving complex technical issues, optimizing processes and collaborating across teams to meet and exceed service level objectives. Trusted as a key escalation point for critical incidents and a go-to resource for strategic and technical guidance in fast-paced environments.
Skills
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Technical Skills: Azure AD, Azure VMs, Microsoft 365, JAMF, Intune, Endpoint Manager, Virtualisation (Hyper-V, VMware), PowerShell, Network Security, Cloud Security, Active Directory, Group Policy Management, Office 365, Windows Server, DNS Management, DHCP, Firewall Configuration, VPN Setup, Remote Desktop Services, Autopilot, Automate, immybot, SPF, DKIM, DMARC Email Security, Azure MFA & FIDO2, WSUS & SCCM Patch Management.
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Infrastructure & Operations Management: IT Infrastructure Design, Disaster Recovery, Server Monitoring, Data Backup, Service Delivery, VPN Configuration, Network Administration, IT Asset Management, Hardware Troubleshooting, Backup Solutions, Infrastructure Automation, Capacity Planning, Business Continuity Planning, IT Service Delivery Optimization.
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Project & Client Management: IT Road mapping, Strategic IT Planning, Advanced Project Management, Client Relationship Management, Cross-Functional Collaboration, Leadership, SLA Management, Stakeholder Communication, Vendor Management, IT Strategy Development, Change Management, Strategic Client Engagement, Risk Management, Contract Negotiation, Client Onboarding, IT Process Reengineering, Business Alignment, Executive Reporting.
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Soft Skills: High-Impact Communication, Team Leadership, Client Management, Training & Development, Decision Making, Collaboration, Customer Service Excellence, Relationship Building, Persuasion & Influence, Executive Presentation, Innovation and Creativity, Organisational Development.
Professional Experience
IT Support Manager, Bridge Partners January 2024 - Present- Delivered on-site IT support across various locations in the Cambridge/London area, focusing on enhancing client satisfaction and operational efficiency.
- Acted as a trusted escalation point for complex technical issues and critical incidents, ensuring SLA compliance and minimizing downtime.
- Managed client relationships and collaborated with internal teams on projects, security initiatives and system migrations, aligning service delivery with strategic goals.
- Inducted process improvements that standardized ticket documentation and enhanced communication and service quality within the team.
- Mentored first-line engineers, sharing expertise and offering guidance on technical and customer service challenges to elevate team performance.
- Took ownership of escalated tickets and critical incidents, resolving complex issues efficiently to minimize client downtime.
- Improved ticket resolution times by 17% through process optimizations and documentation of troubleshooting workflows.
- Delivered first-line support for a diverse client base, ensuring timely ticket resolution and exceptional service quality.
- Proactively monitored servers and backups to mitigate potential risks and maintain business continuity.
- Assisted with onboarding and offboarding processes, implementing robust security protocols to safeguard client data.
- Co-founded and managed a hosting service provider, delivering tailored solutions to over 50 clients.
- Led a team of 12 remote employees, managing day-to-day operations, client relations, and service delivery.
- Developed and refined service offerings to meet client needs, building a reputation for reliability and responsiveness.
- Supported daily IT operations, providing technical assistance and troubleshooting for staff across various systems and software.
- Gained hands-on experience in managing IT infrastructure, contributing to the smooth running of the firm's operations.
- This internship sparked my interest in pursuing IT as a long-term career, leading to my eventual career transition.
Projects
On-prem to Azure Migration- Led the migration from on-premises infrastructure to Azure for a client, leveraging in-depth knowledge of Azure to meticulously plan and execute the project.
- Developed and implemented a migration strategy that minimized system downtime and reduced infrastructure costs by 27%.
- Managed communications with third parties, facilitating the successful migration of a SQL database while ensuring data integrity.
- Managing the IT aspects of a comprehensive office refurbishment for a major biotech client.
- Coordinated the IT infrastructure setup, ensuring seamless integration of network systems to support the clients operational needs during and post refurbishment.
- Assisted in the onboarding of a biotech startup, collaborating closely with a senior IT Strategic Partner to streamline their integration.
- Spearheaded the completion of all necessary documentation and conducted comprehensive training sessions for the Service Desk on the client's infrastructure.
- Managed data transfer and migration processes during the clients acquisition phase, adhering to strict compliance requirements.
Education
Cardiff University, Wales
MSc. Computing and IT management | DistinctionSeptember 2022
BITS Pilani, Dubai
B.E. Electronics and Communications EngineeringJanuary 2021
Certifications
Exceptional Service Skills for Technical SupportHamilton Mercer
AZ-700 Azure Network Engineer AssociateMicrosoft
AZ-305 Azure Solutions Architect ExpertMicrosoft
AZ-104 Azure Administrator AssociateMicrosoft
MD-102 Endpoint Administrator AssociateMicrosoft