Shane Roach

Experienced ICT professional with a proven track record in providing top-tier support, managing multifaceted responsibilities, and consistently exceeding performance benchmarks. Demonstrated expertise in IT support,

including Microsoft Office 365, hardware troubleshooting, and network optimisation. Successful in meeting and surpassing Service Level Agreement (SLA) requirements, ensuring prompt issue resolution, and maintaining data integrity. Adept at comprehensive reporting and actively contributing to continuous improvement initiatives.

Skilled in managing and deploying hardware and software solutions, coupled with a strong commitment to client onboarding and vendor collaboration. Seeking a challenging role as an ICT Support Engineer, leveraging technical proficiency and diverse experience to drive organisational success.

• Manage both first and second levels of support, adeptly logging tickets to ensure the prompt resolution of issues,

showcasing proficiency across various support tiers.

• Deliver hands-on hardware and software support, both on-site and remotely, demonstrating technical expertise in resolving a wide range of technical challenges.
• Deploy hardware and software for new and existing users, ensuring a smooth integration process and minimising disruptions to daily operations.
• Manage on-premises and virtual servers, oversee LAN operations, and maintain server room/cabinet infrastructure,

highlighting expertise in the comprehensive management of server infrastructure.

• Establish and maintain client networks to ensure peak performance, underscoring a commitment to providing efficient and reliable network operations for enhanced user experiences.
• Provide assistance in the onboarding process for new customers, administer training, issue device assets, and collaborate with third-party vendors to enhance the overall efficiency of the support ecosystem.