Kishawn Francis

IT Systems Engineer with 7+ years' experience supporting and maintaining on-prem and cloud infrastructure across corporate, healthcare, and education environments. Strong background in Microsoft-centric infrastructure including Azure AD, Microsoft Intune (Endpoint Manager), Office 365, Active Directory, and endpoint lifecycle management across Windows and Apple estates (Addigy, JAMF). Proven experience delivering and supporting core IT platforms such as vulnerability management (Qualys), ITSM (SolarWinds Service Desk), device management, patching, and access control, with a focus on stability, security, and operational efficiency.

Hands on involvement in system rollouts, infrastructure upgrades, endpoint compliance, and user identity management in business-critical environments. A reliable, infrastructure focused engineer with a practical approach to troubleshooting, automation, documentation, and service improvement. Experienced working closely with senior engineers, CTOs, and third-party suppliers to deliver secure, scalable, and well maintained IT systems aligned with Cyber Essentials and Cyber Essentials Plus requirements.

Senior IT Analyst at Inuvi (2024-09 – Present)

• Own day-to-day operation and continuous improvement of core IT infrastructure, endpoints, and cloud services across the organisation.
• Administer and manage Microsoft Endpoint Manager (Intune), ensuring device compliance, security posture, patching, and lifecycle management across Windows and Apple estates.
• Lead onboarding and offboarding processes, including account provisioning, access control, device allocation, and secure decommissioning.
• Partner with internal departments to scope, implement, and support new business systems, ensuring stability, security, and user adoption.
• Architected and delivered the full implementation of SolarWinds Service Desk, including: Service portal design and configuration, Workflow automation and SLA alignment, Asset agent deployment to improve visibility and tracking.
• Oversee day-to-day IT service desk operations, ensuring SLA adherence, efficient ticket triage, and high user satisfaction.
• Produce service performance and operational reports for the CTO, providing insight into trends, risks, and improvement opportunities.
• Maintain accurate IT asset inventory, supporting procurement, lifecycle tracking, and disposal in line with WEEE requirements.
• Led the end-to-end implementation of the Qualys Vulnerability Management platform, including: Platform planning and deployment, Scanner configuration and policy setup, Vulnerability reporting and remediation tracking.
• Work closely with the CTO and IT Infrastructure Engineer to: Conduct vulnerability assessments, Implement remediation actions, Reduce critical and high-risk vulnerabilities.
• Supported the organisation's successful Cyber Essentials Plus certification through proactive vulnerability management and security controls.
• Contribute to ongoing cybersecurity initiatives and continuous improvement of the organisation's security posture.
• Designed and implemented a permission management system using HiBob, enabling managers to request, review, and amend staff access efficiently.
• Administer user accounts, access rights, and permissions, ensuring least-privilege access and audit readiness.
• Streamlined approval workflows, reducing manual administration and improving HR–IT collaboration.
• Manage and secure Apple endpoints using Addigy MDM and JAMF, including: Device provisioning and enrolment, Policy enforcement and patching, Remote support and troubleshooting.
• Support a mixed Windows and macOS environment, ensuring consistent standards, security, and user experience.
• Develop and maintain IT documentation, processes, and procedures to ensure consistency, scalability, and operational resilience.
• Research, evaluate, and recommend hardware and software solutions aligned with business needs and budget constraints.
• Act as a key contributor to strategic IT and infrastructure projects, supporting long-term scalability and security.
• Delivered four major IT platform implementations from planning to production: Qualys Vulnerability Management, SolarWinds Service Desk, JAMF, and HiBob Permission Management.
• Significantly improved cybersecurity visibility and remediation capability across the organisation.
• Use Qualys to deploy a scripted Dell Command Update (DCU) process to automate patching of Dell system firmware across all applicable endpoints.
• Centralised IT service delivery and asset tracking, reducing resolution times and improving user experience.
• Played a key role in achieving Cyber Essentials Plus certification.

IT system Engineer at Guinot Mary Cohr (2022-03 – 2024-09)

• Implement Microsoft Intune as the Mobile Device Management (MDM) solution for corporate mobile phones and tablets, enabling centralized policy enforcement, security controls, and device compliance management.

IT support at Woking and Sam Beare Hospices (2019-04 – 2022-03)

• Took on responsibility as an Interim manager for 2 Months overseeing all the IT infrastructure. This involves overseeing patches, Subscription renewal, Repair, and maintenance budget, collaborating with our suppliers to resolve issues.
• Planning and rolling out an Igel firmware upgrade for 68 Igels thin clints. Working with Igel company to configure and converting old laptops into IGels by using the UMS console to preconfigure settings and policies such as WIFI, Browsers, Bookmarks, Citrix receiver.

IT support/Infrastructure Technician at Charters School (2018-02 – 2019-02)

Infrastructure Technician Level 3 Apprenticeship (2019-07)