F J

IT Support Engineer with a BSc Computer Science degree and hands-on experience providing technical support across enterprise retail and business environments. Experienced in troubleshooting hardware, software, networking, Windows/Linux systems, Active Directory, Microsoft 365, POS systems, and incident management platforms including ServiceNow and Jira. Strong background supporting users, resolving technical incidents within SLA targets, and working with business-critical systems across large-scale environments.

Combining technical knowledge with over 10 years of customer-facing experience, I provide a professional and user-focused approach to IT support. Currently developing my skills in cloud computing, networking, cybersecurity, and automation with the long-term goal of progressing into Cloud Engineering and DevOps roles.

1st/2nd Line IT Support Analyst - Vista Technology Support - Cardiff

(2022-11 - 2023-08)

• Provided 1st and 2nd line technical support across UK-wide retail environments for enterprise clients, resolving 30–45 incidents weekly while maintaining SLA targets.
• Diagnosed and resolved hardware, software, application, and network issues across Windows, Linux, and embedded systems.
• Supported business-critical POS platforms, including GK POS, self-checkout kiosks, printers, payment terminals, and Android handheld devices.
• Delivered user and device administration using Active Directory, remote access tools, and Mobile Device Management (MDM) platforms.
• Logged, prioritised, and managed incidents through ServiceNow, Jira, TOPdesk, and Metrix, ensuring timely resolution and effective communication.
• Troubleshot connectivity issues involving TCP/IP, DNS, DHCP, VPNs, wireless networks, and store infrastructure.
• Used Splunk monitoring tools and operational dashboards to identify trends, investigate incidents, and proactively detect service-impacting issues.
• Performed software deployments, system updates, configuration changes, and firmware upgrades across retail technology environments.
• Collaborated with internal infrastructure teams, cloud teams, and third-party vendors to escalate and resolve complex technical incidents.

Customer Service Advisor - Lloyds Banking Group - Tredegar Park Newport

(2026-06)

• Deliver exceptional customer service to new and existing customers by handling a high volume of inbound enquiries relating to vehicle leasing, finance agreements, payments, and account servicing.
• Provide accurate information and tailored solutions by actively listening to customer needs, identifying issues, and resolving queries efficiently while maintaining a professional and empathetic approach.
• Manage multiple customer interactions across telephone and digital channels, prioritizing workloads while meeting service level agreements and quality standards.
• Educate customers on available products, processes, and next steps while ensuring compliance with financial services procedures and company policies.
• Maintain accurate customer records using internal systems and Microsoft applications, collaborating with colleagues to achieve positive outcomes and improve customer experience.

Security Assurance Officer - CEVA Logistics / ICTS - London Heathrow

(2024-03 - 2026-06)

• Conducted inventory audits using internal systems and collaborated with warehouse staff to ensure stock accuracy.
• Monitored CCTV systems and implemented perimeter security protocols with IT integrated tools. Acted as emergency responder, coordinating with local services and logging incidents digitally.

Mobile Patrol/Security Officer - Specialist Security Ltd - Cardiff/Bristol

(2023-08 - 2023-11)

• Monitored security systems and submitted incident reports via internal databases.
• Worked closely with clients to align security operations with site-specific protocols.

Security Supervisor - K9 Protection LTD - Cardiff/Newport

(2017-12 - 2022-12)

• Oversaw digital security logs, CCTV system checks, access control and coordinated emergency responses.
• Compiled daily shift report & incident management, tracking security irregularities through digital tools.
• Theft control & Fire Warden.
• Knowledge of NSI codes of practice and current industry standards.

Customer Service Advisor - Conduit Global LTD - Cardiff

(2016-04 - 2017-03)

• Managed over 250 British Gas customer queries weekly using Salesforce adhering to SLA's.
• Incident management & complaint handling.
• Asset Management & Upselling to customers with a 10 sales per day conversion rate.
• Scheduled engineer visits and logged customer issues with detailed notes for efficient support resolution.

BSc(Hons) - Computer Science - University of South Wales (2013-09 - 2016-08)

A-Level's - Advanced Welsh Baccalaureate Diploma(A), ICT(C), History(C) - St Cyres Sixform (2011-09 - 2013-08)