IT Support Engineer
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With 8+ years of experience in multiple fast paced companies as an IT Support Engineer, I've gained experience supporting and implementing the vast amount of technology that each company has used.
Withers & Rogers LLP Bristol, UK 09/22 - Present
1st Line Support Engineer
Withers & Rogers is one of Europe’s largest dedicated intellectual property law firms, with offices across the UK, Paris and Munich.
Key Responsibilities
Guidant Global (Agency) Bristol, UK 03/22 – 04/22
Deployment Engineer for Bristol City Council
Sanderson (Agency) Bristol, UK 11/21 – 12/21
IT Support Technician for University of Bristol
Key Responsibilities
Lead hour long face to face deployment sessions for 12 users at a time.
Bench IT (Agency) Bristol, UK 07/21 – 09/21
Office 365 Support Engineer for M&G/Royal London
Key Responsibilities
Ctrl Alt IT Solutions Ltd Bristol, UK.............................................. 2018 – 04/21
Founder & Engineer
I founded Ctrl Alt IT Solutions Ltd so that I could use my expertise to provide businesses and home users with a high level of user centric support.
Key Responsibilities
Contract Roles:
Deployment Engineer for Bristol City Council 11/20 – 04/21
Service Desk Engineer for Matthew Clark 11/19 – 02/20
Support Engineer for Zone Digital 09/19
Support Analyst for Standard Life Aberdeen PLC 01/19 – 08/19
eXPD8 Field Marketing Ltd Bristol, UK...................................... Ltd 06/18 – 12/18
IT Support Co-Ordinator (2nd Line Support) 2500+ Employees.
Change of responsibilities due to IT manager’s departure.
Continued to own previous role Key Responsibilities +
· Keeping the server hardware, operating systems, cloud systems and network infrastructure running efficiently and minimising any downtime through preventative maintenance and performance analysis.
· Acting as an escalation point for all iZiT group (eXPD8, eXPD8 Ireland, eXPD8 Analytics, eXPD8 Engage) IT related issues and ensuring they’re logged, resolved and communicated to the SMT efficiently.
· Ownership and responsibility for the WordPress company websites; design, maintenance, hosting, registration, upgrading
· Ownership and responsibility for the MDM Solution I implemented (ManageEngine)
· Making sure systems are backed up in a secure and timely manner.
· Ensuring the security of data from internal and external attack.
· Planning for and managing crisis situations to minimise the business impact.
· Overseeing the day to day tasks of the IT Support Helpdesk, ensuring the employees in this department are demonstrating the correct levels of competence and providing the consistent levels of service required.
· Publish content for the EXPD8 blog to show how knowledgeable the IT Department is.
· Firewall configuration changes to allow / block traffic as necessary.
· Provide on-Call support in the case of Out of Hours support.
· Ensure Users are correctly onboarded and subsequently deactivated when the employee leaves.
· Attend the Operations meeting every 2 weeks to; answer queries, inform the group of any high priority IT issues, voice any concerns I may have, and better understand the businesses’ upcoming plans.
· Implement IT support levels and SLA’s, ensuring they are met
· Ensure the service desk function is running as smoothly as possible
· Monitoring that issues are logged, fixed, and communicated to the client efficiently, by the whole team, using the Helpdesk & Inventory system.
eXPD8 Field Marketing Ltd Bristol, UK...................................... Ltd 06/17 – 06/18
IT Support Co-Ordinator (2nd Line Support) 2500+ Employees.
EXPD8 are industry experts in Field Marketing and Retail Support, consistently delivering first class implementation in stores, maximizing availability, awareness, and sales.
EXPD8 support their clients (such as Disney, Fox, Sony) and retailers (such as ASDA, Tesco, Sainsburys) by utilizing their tablet equipped integrated mobile workforce, the largest in the UK and Ireland, to carry out compliance checks and stock replenishments among other tasks.
· Ensuring the smooth running of business IT systems whilst making sure users get maximum benefits from them
· Implementation of technology within the organisation.
· Ensuring that issues are logged, fixed, and communicated to the client efficiently, using the Helpdesk & Inventory system.
· Provide effective 2nd line, occasionally 3rd, Line IT support, and troubleshooting for eXPD8 hardware and network infrastructure including Tablets, PC’s, Printers, Laptops, Servers, firewalls, Switches, WAP’s, USPs and any other relevant devices.
· Provide effective 2nd, occasionally 3rd Line IT Support for EXPD8 software including, Microsoft Office, Windows Operating Systems (W7, W8 & W10), bespoke web and mobile app’s, and any other relevant applications.
· Keeping the desktop hardware, operating systems, and subsequent software running efficiently, minimising any downtime through preventative maintenance and performance analysis.
· Evaluating user needs and system functionality and ensuring that IT facilities meet these needs.
· Setup and test; user accounts and configure PC’s and any additional user devices
· Ensure the office IT looks neat and tidy
· Assist with desk moves, reconfiguring phone system as required.
· Assist with first line support when required.
· Managing, documenting, installing and distributing company hardware and software.
· Implementing Group Policy objects to automate PC configuration
· Implementing IT product lifecycles. (Procurement, Maintenance, Upgrading, Decommissioning, Recycling).
· Maintaining day to day relationships with multiple service providers – Data collection software company, External IT Support, Mobile Networks, Mobile Intermediary, IT Retailers, Telecoms and networking companies.
· Researching new technology and developments and suggesting future IT improvements, to ensure that the business is maximising its IT efficiency, value for money and potential.
· Providing and delivering IT training (written, interactive and in person) to ensure that all users are proficient in the business’ IT systems.
· Creating and updating IT documentation.
· Review user’s day to day actions to see how IT can improve efficiency
· Ensure all meeting room IT Facilities are operational, remedying any faults when necessary
Ownership and responsibility of and Helpdesk Solution I implemented (Spiceworks) and, the Team Chat Solution I implemented (HipChat).
· Create weekly IT slide and compile the EXPD8 Update presentation to be played in CO.
AWW Inspired Enviroments Bristol, UK 05/15 – 09/16
IT Support Specialist 51 – 100 Employees.
An architectural practice championing a collaborative approach to creating exceptional built environments and one of the leading architectural practices in the UK.
Sift LTd Bristol, UK............................................. 11/13 – 03/15
Operations Engineer 101-150 Employees.
Headquartered in Bristol (UK) and with satellite offices in London and New York, Sift is a leading business publisher working in three sectors: accounting (accountingweb), finance (businesszone), and SMB (mycustomer).
I-RAS Solutions (MSP) Bristol, UK 11/12 – 09/13
First Line IT Support Analyst
I-RAS Solutions provide quality IT support to Schools and SME customers throughout the south-west of England and London.
Software & Technologies I’m familiar with:
Appraisal Comments & Feedback
Michal Malada Line Manager (Withers & Rogers)
“Elliott is an asset to the team; his customer service skills are exceptional. Overall, Elliot is a good fit.”
Adam Lamb Line Manager (EXPD8):
“Elliott continues to work well and take a lot of my previous day to day tasks away from me which allows me to focus on developing and pushing IT forward within the business. He is well liked within the business and gets on well with everyone while fitting into the team well”
“Definitely keen to make sure everyone has a good experience, very polite”.
“If he can’t help he gets the answer quickly and resolves”
“He is always passionate about his job and very positive”
Client Appraisal overall ratings (EXPD8):
Communication: 4.3/5
Focus: 4.5/5
Effectiveness: 4.3/5
Organisation: 4.2/5
Perran Wells Line Manager (AWW):
“We couldn’t have asked for more when we recruited for the IT Support Specialist role, you have achieved more than we expected and are a pleasure to work with.”
James Comley Line Manager (Sift):
“A very successful year at sift. Elliott Should be very happy with his performance. He has gained extensive knowledge of sift systems and work processes. He is well respected throughout the company and echo’s the IT’s Department morals\approach to client support.”
Yiuwin Tsang, Publisher (Sift):
Elliott worked with us at Sift Ltd as our support engineer. He proved himself to be knowledgeable, diligent and efficient at solving problems and supporting the team across our IT infrastructure. Most importantly, Elliott was both reliable and trustworthy, in that he'd see a job or task through to conclusion and ensure the solution was implemented effectively. He's also great fun to be around whilst showing a maturity beyond his years.”
Rachael Power, Editor (Sift):
I worked with Elliott while at Sift Media and found him to be a really polite, friendly and diligent colleague - as well as being great on the customer service side, too. No job was too big or small IT-wise for him to do and he always had a really positive, upbeat attitude. Would definitely recommend for future positions.
“Elliott is a really helpful young man who has grown into his current position. He is extremely professional, polite, and helpful.”
“He is an asset to the team and no problem ever seems too big or small”
My Suitability For the Role
Technical Associate: Windows Server Administration Fundamentals
Technical Associate: Security Fundamentals
OCR Level 2 National Award:
ICT skills for Business – Distinction
Webpage Creation – Distinction
Design and Produce interactive multimedia products – Distinction
Technological innovation and e-commerce – Distinction
