Jamie Kukielka

IT support professional with six years of commercial experience across first and second-line support, Microsoft 365, Active Directory, Microsoft Entra ID, Intune, endpoint management, networking and telephony. Experienced in supporting users remotely and in person within SLA driven service desk environments, with strong troubleshooting and communication skills. Outside of work, I maintain a substantial homelab covering Proxmox, Linux, Docker, networking, Cloudflare, self-hosted services.

Looking to progress into a more advanced second-line, infrastructure, systems or cloud-focused role.

Service Desk Engineer at Great Places Housing Association (2026-04 – Present)

• Provide first-line technical support across Microsoft 365, Active Directory, Entra ID, Intune, hardware, software and networking issues.
• Manage incidents and service requests through Freshservice while working to defined SLA targets.
• Support device deployment and configuration using Intune and Autopilot across laptops, mobiles and tablets.
• Troubleshoot Windows, Wi-Fi, drivers, peripherals, OneDrive, shared mailboxes and user authentication issues.
• Configure and support 8x8 telephony and remote-support services.
• Support joiner, mover and leaver processes and maintain IT asset records.
• Developed a locally hosted IT Stock Reconciliation Dashboard to compare physical barcode scans against Freshservice exports and identify discrepancies.
• Proposed a service desk backlog workflow that contributed to a trial reduction from approximately 298 tickets to around 240.

1st / 2nd Line IT Technician at Marlowe Fire & Security Group (2022-11 – 2026-03)

Employment ended due to redundancy

• Provided first and second-line technical support across hardware, software, Microsoft 365, Active Directory and business applications.
• Managed Active Directory users, security groups, permissions and network-folder access.
• Supported Microsoft Entra ID, Multi-Factor Authentication and Microsoft 365 administration.
• Created and administered shared mailboxes, distribution groups and user accounts.
• Supported business applications including remotely delivered applications, Sage 200 and other line-of-business systems.
• Managed mobile devices using Sophos and ManageEngine MDM.
• Provided remote technical support using TeamViewer and ManageEngine.
• Supported Avaya IP telephony, including user configuration, account issues and hardware troubleshooting.
• Supported printers and print-server-related incidents across the organisation.
• Configured laptops, desktops and mobile devices for new starters and business integrations.
• Diagnosed and resolved Windows, application, connectivity and user-access issues.
• Managed incidents through Deskpro from initial triage through to resolution and escalation where required.
• Worked with users of varying technical ability, translating technical problems into clear and practical guidance.

Junior 1st Line IT Technician at Marlowe Fire & Security Group (2020-11 – 2022-11)

• Delivered first-line support by telephone, remotely and in person.
• Logged, investigated and resolved incidents through Deskpro.
• Supported Active Directory and Microsoft 365 account administration.
• Created user accounts, shared mailboxes, distribution groups and Avaya telephony accounts.
• Prepared laptops, accounts and equipment for new starters.
• Escalated more complex issues while maintaining communication with the end user.

Retail Assistant at Quality Save (2017-04 – 2020-11)

• Delivered customer service in a busy retail environment.
• Handled customer queries, complaints, cash reconciliation and till operation.
• Trained new employees in store and till procedures.

CompTIA Network+ - Online Training

• Microsoft AZ-900: Azure Fundamentals - Online Training
• IT Troubleshooting
• MPLS Layer 3 VPN - Online Training
• Linux, networking and cybersecurity self-directed study utilising my homelab. – Online Training Courses (2020 – Present)

Level 3 Diploma

• Information & Creative Technology BTEC Level 2 - Distinction in Computer Science and Digital Technologies – The Manchester College (2016-09 – 2019-07)

GCSEs in Mathematics, English, Science, French, History, Art, Media Studies and ECDL – Parrs Wood High School (2014-09 – 2016-06)