Second Line Support Engineer - NHS Sandwell & West Birmingham - Sandwell & Birmingham
(2025-06 - 2026-04)
- Diagnose and resolve complex desktop, laptop, hardware, software, peripheral, and client/server communication issues within a fast-paced NHS environment.
- Configure, deploy, install, and maintain end-user devices including desktops, laptops, printers, scanners, and mobile devices while updating IT asset registers and documentation.
- Provide face-to-face, telephone, and remote technical support to clinical and non-clinical users across multiple Trust sites, maintaining high levels of customer service and user satisfaction.
- Manage Active Directory user accounts, password resets, permissions, and access control administration while adhering to NHS security and compliance standards.
Windows 11 Migration Engineer - NHS Birmingham Women's & Children's Hospital - Birmingham
(2024-04 - 2025-06)
- Deployed in-place Windows 11 images using Ivanti Endpoint Manager Suite to support large-scale desktop and laptop migration projects across NHS hospital departments.
- Performed manual imaging, configuration, and deployment of Windows 11 operating systems on desktops and laptops in accordance with NHS IT standards and security policies.
- Managed Active Directory administration tasks, including allocating security groups, configuring user permissions, and updating computer accounts during migration activities.
- Replaced legacy desktops and end-user devices with upgraded hardware, ensuring seamless transition and minimal disruption to clinical and administrative users.
Project Support Officer - NHS University Hospitals - Birmingham
(2022-06 - 2023-09)
- Coordinated project schedules, arranged meetings, prepared agendas, recorded minutes, and tracked actions to ensure effective communication across multidisciplinary teams.
- Oversaw and supported NHS project delivery activities, ensuring project milestones, operational objectives, and service improvement targets were achieved within agreed timelines.
- Maintained and updated project documentation, project records, risk registers, asset logs, and governance reports in line with NHS compliance standards.
- Monitored project progress, identified risks and issues, and implemented corrective actions to support successful project outcomes and minimise service disruption.
Windows 10 Deployment Engineer - NHS University Hospitals - Birmingham
(2020-04 - 2022-06)
- Migrated user profiles, data, and settings from Windows 7 to Windows 10 while ensuring minimal disruption to clinical and administrative operations.
- Conducted pre-migration audits of desktops, laptops, and peripheral devices to assess hardware compatibility, software readiness, and deployment requirements.
- Troubleshot and resolved post-migration technical issues related to operating systems, applications, network connectivity, printers, and user profiles.
- Managed Active Directory computer accounts, security groups, and user access permissions during deployment activities.
Windows 10 Migration Engineer - Kuenhe & Nagel - Nationwide
(2020-01 - 2020-04)
- Built and deployed new desktops and laptops with standardized Windows 10 enterprise images, ensuring consistent configuration across nationwide environments.
- Performed device provisioning, imaging, and build validation using corporate deployment processes to meet operational readiness standards.
- Joined newly built devices to Active Directory domain and verified correct policy application, security compliance, and network accessibility.
- Allocated and assigned devices to appropriate Active Directory groups to ensure accurate user access control and role-based permissions.
DCD VOIP Telephony Deployment/Desktop Engineer - West Mercia & Warwickshire Police - Various Sites
(2019-11 - 2020-01)
- Deployed and configured VoIP telephony handsets across multiple police estates, ensuring seamless voice communication services across operational departments.
- Assigned, activated, and managed telephone numbers (DID allocation) and extensions, aligning services to specific teams, users, and operational areas.
- Updated and maintained accurate structured cabling records and network documentation, supporting infrastructure visibility and audit compliance.
- Performed telephony provisioning and MACD (Moves, Adds, Changes, Disconnections) activities in line with organisational ITIL service management processes.
ICT Rollout Engineer - NHS South Warwickshire Trust - Warwick
(2019-09 - 2019-10)
- Delivered large-scale ICT rollout projects across clinical and administrative departments, ensuring seamless deployment of IT hardware and software within strict NHS operational environments.
- Deployed, configured, and installed desktops, laptops, thin clients, and peripheral devices in line with standard NHS imaging and configuration builds.
- Performed device imaging and re-imaging using enterprise deployment tools such as SCCM/MDT, ensuring compliance with NHS configuration standards and security policies.
- Configured Active Directory accounts, including OU placement, group membership assignment, and user permissions aligned with role-based access control (RBAC).
Windows 10 Migration Engineer - Alstom Railway/HCL - Wolverhampton
(2019-06 - 2019-09)
- Built and configured laptops using Microsoft Deployment Toolkit (MDT) to deliver standardised corporate Windows 10 images.
- Assisted in the enterprise-wide rollout and deployment of Windows 10 laptops across multiple business units within a fast-paced railway environment.
- Migrated user profiles, documents, applications, and settings from legacy systems to Windows 10 devices while ensuring minimal downtime and data integrity.
- Wiped and securely decommissioned legacy laptops using KillDisk software in accordance with data protection and information security policies.
Technical Consultant - Babble Cloud - Birmingham
(2019-04 - 2019-05)
- Provided technical consultancy and IT support services across multiple client contracts within a managed service and cloud communications environment.
- Supported and maintained Windows Server 2003/2008/2012 environments, Active Directory, Microsoft 365, Windows 7, and Windows 10 platforms.
- Administered user accounts, security groups, permissions, and password resets through Active Directory in line with IT security policies.
- Installed, configured, upgraded, and troubleshot client-side software applications, operating systems, and business-critical tools.
EUD Windows 10 Deployment Engineer - Public Health England - Nationwide
(2018-10 - 2019-03)
- Delivered desktop support and post-deployment aftercare support to resolve hardware, software, and user-access issues.
- Assisted in the nationwide rollout and deployment of Windows 10 laptops across Public Health England sites and departments.
- Supported end users with setting up and configuring new Windows 10 user profiles, ensuring seamless migration from legacy systems.
- Installed, configured, and supported Microsoft Office 2016, Office 365, and enterprise productivity applications.
Service Desk Analyst - Orbit Housing - Coventry
(2018-07 - 2018-10)
- Ensured Incidents and Service Requests were resolved and fulfilled in accordance with agreed SLA targets, ITIL best practices, and organisational procedures.
- Delivered 1st and 2nd line technical support to end users across multiple business units within a fast-paced housing environment.
- Configured, deployed, maintained, and disposed of IT equipment including laptops, desktops, tablets, smartphones, docking stations, and peripheral devices.
- Built, configured, and encrypted laptops using Sophos encryption software to ensure compliance with company security policies and GDPR standards.
Roll Out Technical Engineer - Atos/Ministry of Justice - Nationwide
(2017-09 - 2018-06)
- Assisted with the nationwide rollout and deployment of Windows 10 desktops and laptops across multiple Ministry of Justice locations.
- Configured, imaged, and deployed end-user devices in line with project requirements and organisational IT standards.
- Supported users with setting up and configuring new Windows 10 profiles, including user accounts, email access, and personalised settings.
- Installed, configured, and supported Microsoft Office 2016 and Office 365 applications for end users.
Build Engineer - Insolvency Service - Birmingham
(2017-08 - 2017-09)
- Managed full device build lifecycle, including hardware setup, imaging, configuration, and encryption deployment using enterprise encryption tools (e.g., BitLocker/encryption consoles).
- Built, configured, and deployed encrypted laptops and desktop PCs in line with organisational security standards, ensuring secure endpoint readiness for end users.
- Maintained and updated asset tracking spreadsheets and configuration records, ensuring accurate documentation of incoming and outgoing IT equipment.
- Applied ITIL-based incident and request management practices when handling hardware faults, device assignments, and deployment requests.
Deployment/Hardware Engineer - Vertex IT Solutions - Various Locations
(2017-06 - 2018-05)
- Delivered end-to-end deployment of desktops, laptops, monitors, and servers across critical environments including Ministry of Justice courts and healthcare facilities (hospitals), ensuring minimal disruption to business operations.
- Executed large-scale hardware installation, configuration, and replacement projects, ensuring all devices were correctly imaged, tested, and joined to the corporate domain prior to deployment.
- Provided on-site floor walking support, offering real-time technical assistance to end users, resolving hardware, software, and connectivity issues during rollout activities.
- Ensured smooth execution of IT rollout and refresh projects, working within strict deadlines and SLA-driven environments across multiple sites.
Second Line Support Analyst - Cap Gemini - Birmingham
(2006-02 - 2017-02)
Initially joined as 1st Line Support Analyst, delivering frontline support for HMRC (Inland Revenue and Customs & Excise) users before progressing to 2nd Line Support responsibilities.
- Leveraged internal knowledge base systems (Know-How database) to diagnose recurring issues and improve first-time fix rates.
- Utilised Active Directory and X500 directory services to verify user information, manage accounts, and support authentication and access-related issues.
- Logged, tracked, and updated incidents and service requests using the EARs ticketing system, ensuring accurate documentation and adherence to SLA targets.
