May 2023

Provided comprehensive IT support across multiple school sites within a multi-academy trust, delivering day-to-day technical operations, infrastructure management, and user support for staff and students.

Responsible for administration of Active Directory environments, including user and group management, folder permissions, inheritance control, GPO deployment, folder redirection, and access provisioning. Managed shared drives, student intake structures, and security group policies to ensure correct permissions and safeguarding compliance.

Delivered Microsoft 365 administration including Teams, SharePoint, OneDrive, Outlook, Forms and Excel (online), resolving licensing, mailbox, access, and synchronisation issues. Supported Azure AD–synced environments and Exchange Online.

Provided endpoint management across Windows, macOS, and iOS platforms using tools such as Datto RMM and Jamf School, deploying profiles, troubleshooting hardware input issues, managing updates, and supporting SMART Boards, printers, iPads, Apple TVs, and classroom technology.

Delivered remote and onsite technical support using tools such as Datto and RDP, diagnosing complex issues including connectivity, authentication, hardware faults, software deployment failures, and user profile problems.

Acted as escalation point for staff technical issues, supporting teaching and administrative teams with classroom technology, home access problems, application deployment, and system faults, while maintaining documentation and following best-practice change management.

Played a key role in maintaining secure, reliable IT operations across the trust, ensuring minimal downtime and a positive user experience for both staff and students.

June 2021 to December 2022

Provided advanced technical support via email, phone and ticketing for remote gaming servers, video lottery terminals, virtual sports, and Italian AAMS protocols.

Monitored, troubleshooted, and resolved issues using various software tools with exceptional analytical skills.

Contributed to the 2nd line support team with 24/7 availability, resolving high-priority BPM (Bets Per Minute) alerts on our Remote Gaming Server.

Maintained strong knowledge of gaming industry protocols and compliance standards while providing excellent customer service and communication

February 2021 to March 2021

Provided technical support to a large user base of approximately 1000 students and faculty members.

Utilised a range of software and hardware tools, including ABTutor for desktop monitoring and remote access, SIMS for managing user and pupil information and generating reports, Lightspeed for internet filtering, Spiceworks for ticket management, and mRemoteNG for streamlined RDP connections to various servers, eliminating the need for manual IP address entry.

March 2020 to January 2021

Proficient in providing first-line technical support through multiple channels (telephone, email, service desk portal).

Expertise in configuring and maintaining both new and legacy PCs for secure network connections and seamless integration with new infrastructure.

Assisted users with effective and efficient ways of working, including data storage solutions utilizing cloud services.

Adept at remote troubleshooting and resolution of IT issues using software such as, RDP, AnyDesk, and TeamViewer to comply with COVID-19 regulations.

HillCrest Fabrications - Production Assistant - Jan 2019 to Sep 2019

Violet Way Academy - Apprentice Infrastructure Tech. - Mar 2018 to Jan 2019

Mansion Park Financial Advisors - Apprentice Administrator - Sep 2017 to Dec 2017

Star Foundation - Volunteer Office Assistant - Feb 2017 to Sep 2017