Damien Dugmore

IT Support Analyst / Helpdesk Technician / 2nd Line Support Engineer with 19 years’ experience

• Experience includes onsite and remote software and hardware support for end users.
• Strong technical capability across Microsoft, Windows and virtualised environments.
• Clear communication skills, effective at explaining technical issues to non-technical individuals.
• Dedicated, hardworking, technically astute IT professional with a track record of delivering high-quality support across diverse and fast-paced environments.
• Skilled at quickly understanding new technologies, with an analytical approach to problemsolving, to diagnose and resolve complex issues, and delivering effective solutions that align with business needs.
• Well organised and proficient in producing clear and accurate documentation, including how-to guides, process updates and technical instructions to support users and internal teams.
• Able to work independently or as part of a team while upholding high service and technical standards.

IT Support Analyst / Helpdesk Technician / 1st and 2nd Line Support Engineer with 19 years’ experience

Experience includes onsite and remote software and hardware support for end users.

Strong technical capability across Microsoft, Windows and virtualised environments.

Clear communication skills, effective at explaining technical issues to non-technical individuals.

Dedicated, hardworking, technically astute IT professional with a track record of delivering high-quality support across diverse and fast-paced environments.

Skilled at quickly understanding new technologies, with an analytical approach to problem‑solving, to diagnose and resolve complex issues, and delivering effective solutions that align with business needs.

Well organised and proficient in producing clear and accurate documentation, including how-to guides, process updates and technical instructions to support users and internal teams.

Able to work independently or as part of a team while upholding high service and technical standards.

Technology supported includes Windows device deployment, imaging and support (Windows OS XP - Windows 11), Helpdesk ticket lifecycle management (HP, Topdesk, KIX, Freshservice), Windows Server administration (Server 2008 R2 - Server 2025), Microsoft ecosystem administration: AD, Azure AD / Entra ID, M365, Exchange, Teams, Endpoint management and compliance using Intune, VMware ESXi and vCenter maintenance and patching, WSUS management and update deployment, Security tooling and vulnerability remediation (Sophos, Rapid7, McAfee, Kaspersky), Backup and restore operations (Druva, Nasuni), Networking fundamentals: DNS, DHCP, Cisco Meraki, connectivity troubleshooting.

Education & Qualifications

BSc (Hon’s) Computer Software Development (2:1) 

Anglia Ruskin University, Chelmsford. (2004 - 2006)

Higher National Diploma in Computing (Distinction)

Anglia Ruskin University, Chelmsford. (2002 - 2004)

BTEC National Diploma in Computer Software Development (Distinction)

South East Essex College, Essex. (2000 - 2002)

GCSE’s - St Martin’s School, Essex. (1995 - 2000)

Microsoft MTA Security, Windows Server Administration and Networking 

ITIL Foundation