IT Analyst
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Microsoft 365, Azure AD, Intune, SharePoint
Active Directory (Users, Groups, GPOs)
Windows OS & Windows Server (2012–2022)
Incident, Problem & Change Management (ITIL)
Hardware Deployment & Support
Remote Support Tools (LogMeIn etc.)
Backup & Recovery (Veeam)
Customer Communication & Stakeholder Support
Provide technical support for over 10,000 users across multiple business divisions.
Manage incidents, service requests, and security alerts through the ticketing system while ensuring SLA compliance.
Troubleshoot Microsoft 365 services including Azure, Intune, SharePoint, OneDrive and Azure AD.
Support server and endpoint software deployments using Microsoft Intune.
Investigate network outages, perform initial diagnostics on site hardware, and coordinate with network engineers for resolution.
Provide remote support using enterprise support tools and knowledge bases.
Manage Active Directory objects including users, groups, policies and organisational units.
Deliver clear technical guidance to users with varying levels of technical understanding.
Sole IT support contact for the UK office supporting approximately 300 users.
Built and maintained both physical and virtual Windows Server environments.
Administered Microsoft 365 services including Azure AD, SharePoint and OneDrive.
Managed daily backup monitoring and restoration processes using Veeam and other cloud backup systems.
Diagnosed hardware, software and basic network faults through remote and on‑site troubleshooting.
Managed user onboarding including Active Directory accounts, Microsoft 365 accounts, VOIP setup and MFA.
Procured IT equipment and coordinated logistics for remote and office-based staff.
Maintained two VOIP systems including MiCollab and Genesis.
Provided face‑to‑face and remote technical support to staff and students.
Installed, configured and maintained hardware, operating systems and network devices.
Managed service requests and prioritised workloads to meet operational deadlines.
Supported Active Directory administration and Office 365 services.
Maintained Windows Server environments and Citrix systems.
Assisted with device deployments and network integration for mobile devices.
Level 3 Diploma in ICT Infrastructure — Baltic Apprenticeships (2018–2020)
Microsoft Technology Associate Certifications:
Level 3 Diploma in ICT Practitioners — Wigan and Leigh College (Merit)
GCSEs (A–C) including English, Maths, Science and ICT — St Edmund Arrowsmith Catholic High School
