Lenovo Premier Support Specialist - Lenovo - Basingstoke and Farnborough
(2021-09)
- Provide advanced remote diagnostics and troubleshooting for enterprise customers
- Resolve hardware/software issues via phone, email, and onsite support
- Collaborate with account managers to ensure timely issue resolution
- Manage case workload and drive issues through to closure
- Identify recurring issues and contribute to continuous improvement
Senior Support Engineer - Medhurst Communications Ltd - Fareham
(2021-01 - 2021-07)
- Delivered 1st–3rd line support primarily to education sector clients
- Acted as escalation point and mentored junior engineers
- Managed patching, firmware, and security updates across environments
- Improved internal processes and documentation
- Ensured safeguarding compliance in web filtering implementations
Engineering & Configuration Manager - Vohkus Ltd - Southampton
(2016-07 - 2020-12)
- Led a team of engineers, providing technical guidance and support
- Managed end-to-end project delivery from design to implementation
- Developed and deployed custom OS images and configurations
- Maintained ISO 9001 & 27001 compliance (internal/external audits)
- Worked closely with sales on pre-sales technical solutions
- Defined KPIs and improved departmental performance and revenue
2nd/3rd Line Support Engineer - Vohkus Ltd - Southampton
(2013-12 - 2016-06)
- Delivered advanced technical support across diverse client environments
- Managed escalations and ensured SLA compliance
- Provided pre-sales technical input and customer consultancy
- Supported infrastructure projects, migrations, and deployments
1st Line Support / Team Leader - Vohkus Ltd - Southampton
(2012-01 - 2013-11)
- Supported IT infrastructure across multiple offices
- Led small team and coordinated office moves and IT deployments
- Automated internal processes and improved efficiency
- Delivered user training and documentation
Self-Employed IT Technician - PECET - Poland
(2006-06 - 2008-08)
- Provided IT support, hardware repair, and consultancy to ~20 businesses
- Built and supplied custom PCs and IT solutions
- Delivered onsite and remote support services
