George Walls

Motivated and analytical IT Support Engineer with extensive experience across 1st and 2nd line support, change management, and infrastructure environments. Proven ability to support large user bases (1,500–3,500 users), manage incidents end-to-end, and contribute to key IT projects, including Office 365 migrations and mobile device deployments. Strong communication skills combined with a customer-focused approach and a passion for continuous learning and progression into 3rd line/infrastructure roles.

2nd Line Support & Change Management at Seetec BTC / Tribal BS (2016-10 – Present)

Previous Role: 1st Line Support (2016 – 2022)

• Chair and coordinate weekly Change Advisory Board (CAB) meetings
• Provide 1st and 2nd line technical support across multiple business units
• Manage incidents end-to-end, including escalation and resolution
• Support users via phone, email, and remote tools
• Perform Active Directory administration
• Conduct remote network patching and infrastructure support
• Assist 3rd line teams with escalated and overflow tasks
• Maintain internal knowledge base documentation
• Supported Office 365 migration for 2,500+ users
• Restored systems using VMware backups
• Deployed mobile devices using MobileIron and Intune
• Migrated MobileIron estate to Intune
• Supported business continuity during the COVID-19 remote transition

IT Support Engineer at Magic Memories (2016-02 – 2016-08)

• Performed daily system checks across global locations
• Delivered 1st/2nd line onsite and remote support
• Installed and repaired PCs, cameras, and printers
• Managed incidents within SLA requirements

Support Analyst at FSI (FM Solutions) (2015-03 – 2015-06)

• Provided frontline technical support
• Managed full ticket lifecycle
• Maintained knowledge base
• Assisted with testing and escalations