Career Development at IT Career Break (2026-01 – Present)
During this time, I focused on completing the IT studies that I began in Aug 2025 and committed to obtaining my CompTIA qualification. I am now immediately available for any junior roles in the IT field.
IT/Infrastructure Engineer at Colt Technology Services (2020-03 – 2025-12)
- Hardware: Servers, Audio/Visual Equipment (Sound Systems, Projectors), Laptops and Desktops.
- Software: SCCM, ServiceNow, Microsoft Office 365, Outlook, Active Directory, Group Policy, Azure Autopilot
- IT Infrastructure Support: Managed incidents and service requests while supporting other teams in implementing system changes and maintaining operational stability
- Patch Management & Deployment: Performed OS patching using SCCM, supported migration and deployment activities, and utilised Azure Autopilot for device provisioning
- Documentation: creating and improving knowledge base articles and troubleshooting guides.
- User & Access Management: Configured static IPs, joined servers to domain, mapped drives, and managed user profiles and policies through Active Directory and Group Policy.
- Ticket & Incident Management: Tracked incidents and IT service requests, conducted regular follow-ups, and ensured timely resolution in line with internal processes, ensured all incidents and service requests are resolved within agreed SLAs, maintain high standards of service excellence, and accurately log all interactions within the IT Service Management (ITSM) platform.
- Stakeholder Communication: Provided support to VIP users and collaborated with network teams on testing and implementation activities, working with third‑party suppliers and internal stakeholders to maintain service standards.
- Asset & Cost Management: Maintained IT asset inventory using Excel and ServiceNow while contributing to cost reduction across hardware and software licensing
- AV/VC Support: Install AV systems (projectors, LED walls, microphones, speakers) and rack building (cable management, soldering, terminating). Set up and maintain video conferencing codecs (Poly, Cisco, Logitech, Neat) and integrate them with MS Teams or Zoom Rooms.
Second-Line Support Specialist at Allied Worldwide (2019-05 – 2020-03)
- Hardware: Laptops, Desktops, Servers
- Software: Microsoft Server, Microsoft Exchange, Symantec Antivirus, Excel 2016
- Technical Support & Troubleshooting: Diagnosed and resolved hardware and software issues across desktops, laptops, and servers, including complex escalations from front-line support
- System Administration: Supported and maintained Microsoft Server environments and Exchange, ensuring system performance and reliability
- Device Configuration & Deployment: Configured and deployed new laptops and desktops, including installation of authorised software and system setup
- Security & Patch Management: Applied system upgrades, security patches, and antivirus installations, ensuring all devices remained secure and up to date, perform basic security administration tasks, including monitoring user access, maintaining security settings, and supporting compliance with organizational policies.
- Monitoring & Performance Management: Added servers to monitoring tools and configured alerts to proactively track system performance and issues
- User Support & Communication: Delivered end-user training, shared best practices, and maintained clear logs of faults and resolutions across IT systems
Second-Line Support Specialist at Anthony Nolan (2018-06 – 2019-05)
- Hardware: Laptops (Chromebook, HP, Dell), Servers, Printers (Canon, Zebra, Brady), Audio/Visual Equipment (Sound Systems, Projectors), IP Phones (Avaya), Mobile Devices (iPhone, Motorola, Samsung)
- Software: Windows Server 2012 R2/2016, Microsoft Office 365, Active Directory, Azure, Outlook, Symantec Antivirus, Microsoft Intune, G-Suite, JAM, Cisco Meraki
- Technical Support & Troubleshooting: Provided Level 1–2 support including wireless troubleshooting via phone and remote access, resolving a wide range of technical issues
- Cloud & Infrastructure Management: Built, configured, and deployed servers and services within Azure, supporting application deployment and enterprise infrastructure design
- User & Access Management: Administered Active Directory, created user accounts, configured group policies, mapped drives, and managed user environments within Office 365
- Device Deployment & Configuration: Configured and deployed laptops and devices, including static IP configuration and domain integration
- Network & Systems Support: Supported Cisco Meraki environments, network patching, and collaborated with third-party suppliers for internet and IP phone services
- Communication & Multitasking: Delivered customer onboarding, liaised with stakeholders, and managed multiple tasks effectively in a fast-paced support environment
Desktop Support Engineer at Sem-Fik Integrated Services (2016-02 – 2018-05)
- Hardware: Desktops, Servers, Printers, Network Devices (Routers, Switches)
- Software: Active Directory, SCCM, Windows XP, Windows 7
- Technical Support & Troubleshooting: Delivered Level 1–2 support, diagnosing and resolving hardware, software, and server-related issues for end users across multiple locations
- Network Support & Administration: Provided network support including TCP/IP, and configured Cisco routers and switches to maintain connectivity and performance
- User & Access Management: Managed user accounts, passwords, and permissions within Active Directory, including user data and profile migration across domains
- Device Deployment & Migration: Utilised SCCM to migrate devices from Windows XP to Windows 7 and managed device collections for deployment
- Customer Service & Communication: Acted as the first point of contact for technical issues, delivering clear support both onsite and remotely
- Maintenance & Asset Support: Performed scheduled printer maintenance and monitored consumables to ensure continuous operational availability
