Chris Wain

Senior Technical Support Analyst with 10+ years of comprehensive experience providing IT support across retail, media, and enterprise environments. Highly skilled in Office 365, Windows Server, VMware, Azure, and Active Directory, with a proven track record of reducing SLAs, implementing disaster recovery strategies, and driving system efficiency and security. Adept at supporting hybrid and remote teams while maintaining operational excellence and user satisfaction.

Senior Technical Support Analyst - The Wine Society (The International Exhibition Co-operative Wine Society Ltd)

(2022-06)

• Office 365 Administration: Expertly manage SharePoint, Exchange, and Teams to ensure seamless cross-functional team collaboration.
• Server & Virtualization: Oversee on-premises and cloud Windows Server environments alongside VMware infrastructure for peak performance.
• Identity & Access Control: Configure and maintain Active Directory, Group Policies, and 2FA implementation for robust enterprise security.
• Technical Support: Deliver comprehensive 1st to 3rd line support, addressing complex technical issues across the organisation.
• Business Continuity: Develop and execute Disaster Recovery plans and manage Acronis backup systems to safeguard critical operations.
• Cloud & Remote Support: Support secure remote work architectures while building hands-on operational experience with Azure services.
• IT Operations: Manage IT asset lifecycles, system monitoring (SolarWinds, Encoded), and enhance service delivery through strong knowledge bases.

Infrastructure Engineer - Atlas Converting Equipment Ltd.

(2021-10 - 2022-05)

• Administered Office 365, Windows Server, Active Directory, and Exchange, ensuring secure and highly efficient system operations.
• Provided 1st-2nd line IT support across multiple sites, quickly troubleshooting hardware, software, and networking issues to minimise downtime.
• Supported remote teams across the USA, China, and India, streamlining global connectivity and resolving complex access challenges.
• Oversaw backup strategies and disaster recovery readiness, configuring and maintaining robust data protection solutions.
• Deployed UniFi wireless networks, managed switch patching, upgrades, and implemented New Relic for proactive server monitoring.
• Managed Spiceworks ticketing system, VoIP (Vodafone One), Papercut printing, and Tensor access control to support daily operations.
• Coordinated with third-party vendors for escalations, procurement, website & DNS management, and compliant WEEE hardware disposal.

Technical Support Consultant - Nimbus Hosting

(2019-09 - 2021-05)

• Delivered high-quality 1st-2nd line support via phone, email, tickets, and live chat, resolving hosting and website issues for diverse clients.
• Managed client website migrations with minimal downtime and executed smooth DNS transitions and SSL certificate provisions.
• Provided CMS support (WordPress, Magento), troubleshooting plugins, themes, and complex database issues.
• Maintained STORM, Plesk, cPanel, and IIS servers, monitoring uptime, reviewing logs, and preemptively addressing performance bottlenecks.
• Resolved tickets using Freshdesk adhering to strict SLAs, and generated comprehensive knowledge base documentation for internal/client use.

1st & 2nd Line IT Support Engineer - Bathstore

(2018-07 - 2019-09)

• Provided retail stores and head office with end-to-end 1st & 2nd line support, hardware/software fault diagnosis, and application installations.
• Managed physical office relocations, IT equipment installations, Skype for Business, Clarity phone systems, and mobile/tablet administration.
• Administered Active Directory users, computers, group creation, comms room management, and promoted IT security awareness across the business.
• Key Achievement: Directed the rapid head office relocation, streamlining machine imaging times. Collaborated closely with management and Homebase to ensure seamless operations and IT continuity during the company ownership transition and administration.

IT Support Manager (Previously IT Support Engineer) - Stratton Networks

(2015-06 - 2018-02)

• Provided 1st and 2nd line support to live and non-live broadcasting TV productions, handling on-site hardware, firmware, and software diagnostics.
• Supported remote users via Citrix, managed physical office moves, TV production IT equipment de-rigs, and ran bespoke cabling to production specs.
• Utilised Manage Engine helpdesk and provided tier-one support integration to Endemol UK's Service Desk.
• Key Achievement: Lead Engineer providing oversight on production IT installations for major television shows including 8 Out of 10 Cats, The Hunted, Pointless, One Born Every Minute, The Voice 2016, and Through the Keyhole. Promoted internally to IT Support Manager.

Heathcote School (1999 - 2004)