Daniel Singleton

IT support professional with 5+ years of helpdesk experience across managed-service (MSP) and in-house environments, currently supporting a large multi-client base as a Helpdesk Technician at Xperience. Owns the full incident lifecycle — triage, troubleshooting, first-time fix, and clean escalation — across 1st and 2nd line work: Active Directory and Microsoft Entra ID, Microsoft 365, Intune-managed devices, Azure and on-premises servers, networking, and VoIP/PBX telephony. Consistently high customer-satisfaction scores (90%+) built on clear communication and genuine care for the end user.

Helpdesk Technician at Xperience (2024-04 – Present)

• First point of contact for all new support incidents from internal and external clients via ServiceDesk portal, email, telephone, and MS Teams, logging and managing every ticket in ConnectWise.
• Triage all incoming requests — reviewing and setting ticket subject, priority, department, associated SLA, and contractual requirements — so the right work reaches the right team fast.
• Own incidents through to resolution or clean escalation to Level 2/3 teams, always with detailed troubleshooting notes so no client repeats themselves.
• Consistently meet SLA targets for call handling, first-time fix, ticket response, and resolution; recognised as a high performer on the desk with customer-satisfaction scores above 90%.
• Administer Active Directory and Microsoft Entra ID: user account creation, permissions, and access management across Azure-hosted and on-premises server environments.
• Support the full Microsoft suite for client organisations, including Microsoft 365 and Exchange Online.
• Manage Intune-enrolled mobile devices and support client telephony estates spanning VoIP services and PBX landline systems.
• Perform scheduled and reactive maintenance on client systems and platforms to maximise service availability and minimise downtime.
• Manage client networks day-to-day, coordinating with external suppliers to get outages resolved quickly and efficiently.

Helpdesk Administrator at Medion UK (2018-01 – 2021-01)

• First point of contact via telephone, email, and customer portal, averaging 40 calls per shift; delivered first-time fixes over the phone and via remote-access sessions.
• Diagnosed hardware, software, and network faults — resolving software issues directly and escalating hardware with full diagnostic notes.
• Owned the troubleshooting knowledge base and process documentation, reducing repeat queries and enabling customer self-service.
• Managed triage for all internal and external support requests and met SLAs for response and resolution, documenting every ticket to company standards.
• Identified trends behind recurring problems to prevent recurrence; trained new colleagues and produced monthly reporting for management.

Marketing Manager & Digital Content Creator at Real Image (2023-01 – 2024-04)

• Sole owner of the company website — design, maintenance, and troubleshooting — resolving customer-facing issues end-to-end from first report to fix and follow-up.
• Ran campaigns across Facebook, TikTok, Instagram, and email, evaluated against hard metrics (conversion, retention, drop-off) — a data-driven habit that transfers directly to SLA- and KPI-managed support work.
• Managed external partners and content creators, coordinating deliverables to deadline.

Line Manager at Pizza Works (2021-05 – 2023-01)

• Sole shift-runner on closing shifts: delegating tasks against KPIs, resolving issues on the spot, reconciling the till, and securing the site.
• Managed stock ordering, rotas, and cover while enforcing strict health, hygiene, and food-safety standards.

Inbound Retentions & Sales Advisor at Intelling Ltd (2021-01 – 2021-04)

• Handled inbound and outbound calls, closing sales and retaining customers against KPI targets in a regulated, compliance-driven environment, with accurate data capture and right-first-time back-office processing.

Associate Bachelor's Degree in Screen Production – University of Ulster

Foundation Diploma in Digital Media Production

GCSEs