Kirk Clarke

IT Support and Infrastructure Specialist with 18+ years' experience across NHS and enterprise environments, specializing in Windows 10/11 deployment, IT rollouts, and second-line technical support. Skilled in Active Directory, Microsoft 365, Windows Server, and endpoint management tools including Ivanti, SCCM, and MDT. Experienced in resolving complex hardware, software, and network issues, supporting large-scale migration projects, and delivering secure, ITIL-aligned services.

Strong problem-solving, communication, and stakeholder management skills with a focus on service quality and operational efficiency.

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.

BTEC Level 3 in IT (QCR) - Information Technology - Netcom Training, Aston, Birmingham (2017 - 2018)

BEng Foundation Certificate, Diploma H.E.

• Engineering Product Design - University of Central England Perry Barr, Birmingham (1996 - 2001)

BTEC National Diploma - Engineering - Solihull College of Technology (1994 - 1996)

Secondary Education - English, Mathematics, Art, The Sciences: Double Modular, History - Tom Hood School (1989 - 1994)