Retail Assistant at The Shore Group (2025-01 – Present)
Worked in a busy retail environment alongside postgraduate study
- Worked in a busy retail environment alongside postgraduate study, maintaining professional standards and reliability under consistent daily pressure.
- Supported stock management and floor organisation, working to daily priorities in a structured team environment.
Event Steward at Lionsgate Security & Events Ltd (2024-08 – 2024-12)
Supported crowd safety and incident response at large public events
- Supported crowd safety and incident response at large public events, communicating clearly with both the public and colleagues to keep things running smoothly.
Product Upload Specialist (Systems & Data Operations) at Alabamart (2024-02 – 2024-08)
Maintained system records and improved data accuracy through QA processes and automation
- Maintained over 800 active system records, running regular QA reviews to catch inconsistencies before they caused problems downstream.
- Built Excel-based automation that removed the need for repetitive manual data entry, cutting recurring errors by 35% and speeding up the team's daily workflows by 30%.
- Brought overall system data accuracy up to 98% by introducing structured QA checks and writing clear process documentation for the team.
- Monitored live operational data and flagged anomalies early, coordinating fixes with relevant teams to keep reporting accurate and decision-making on solid ground.
Desktop Support Engineer / IT Support Specialist at SETRACO (2022-11 – 2024-01)
Delivered day-to-day desktop and field support for 150+ user organisation across multiple sites
- Delivered day-to-day desktop and field support for a 150+ user organisation across headquarters and multiple branch sites, travelling to remote locations using company transport to resolve hardware, software, Microsoft 365, and network connectivity issues on-site, maintaining overall system uptime at 85%.
- Led hardware rollouts for new starters and device refresh cycles across all sites, physically configuring laptops, desktops, and peripherals, provisioning access, and ensuring users were productive from day one.
- Owned the full incident lifecycle in ServiceNow, from logging and categorising through to resolution, consistently hitting SLA targets and bringing average ticket resolution time down by 25%.
- Assisted managing Active Directory for the whole organisation, handling account creation, password resets, access changes, and group memberships as people joined, moved, or left the business.
- Diagnosed and fixed VPN, remote access, and network connectivity problems; supported LAN/WAN infrastructure using Cisco routers, switches, and firewalls, helping improve internet reliability by 30%.
- Built a library of clear troubleshooting guides and knowledge articles that cut repeat user issues by 50% and gave the team a go-to resource for common problems.
- Handled escalations when incidents were too complex or time-sensitive for first contact, including P1 situations, coordinating with technical teams to get things resolved with minimal disruption.
IT Support Analyst (Intern) at My Safepay (2020-04 – 2022-10)
Handled support requests and managed IT asset tracking
- Handled 75+ support requests per week across hardware, software, and connectivity, supporting users both in person and remotely and improving help desk response time by 15%.
- Installed, configured, and updated software across 80+ systems to keep everything running securely and to spec.
- Improved the IT asset tracking process in a way that management formally recognised, making it easier to keep tabs on equipment across the organisation.
- Wrote user guides and step-by-step troubleshooting docs that cut repeat support requests by 25%.
- Helped onboard new users: setting up systems, configuring software, and provisioning access so people could hit the ground running.
