Natty Denham

Client-focused and proactive IT Support Engineer with over 3 years of hands-on experience in 1st line support across MSP environments. Strong technical grounding in Active Directory, remote troubleshooting, Windows Server environments, DHCP, and ticket management. Known for effective communication, SLA-driven support, and an eagerness to advance in technologies like VMware, VDI, Networking, and Microsoft 365.

Seeking to grow within a dynamic Service Desk team, delivering critical support across infrastructure and cloud platforms.

First Line Support - Intercity Technology - Meppershall

(2025-10)

• Provide first-line technical support by phone, email, and remote access.
• Deliver IT support for high-profile client environments, including Arsenal Football Club, ensuring timely resolution of technical issues and minimal disruption to users.
• Troubleshoot hardware, software, Microsoft 365, and network-related issues.
• Manage and prioritise support tickets to meet service level agreements.
• Escalate complex incidents with clear documentation and diagnostic information.
• Deliver professional customer service and communicate technical information clearly.
• Maintain accurate records of incidents, resolutions, and follow-up actions.

First Contact Resolution Engineer - Ekco - Milton Keynes

(2024-07 - 2025-10)

• Delivered high-quality 1st and 2nd line support for users across multiple industries.
• Managed Active Directory user lifecycle tasks and integrated email signature tools (Exclaimer, Mimecast).
• Resolved software and hardware issues using remote tools and within strict SLAs.
• Investigated network issues, including DHCP and basic switch port diagnostics.
• Liaised with third-party vendors to expedite escalated tickets.
• Maintained an 87% resolution rate and ensured detailed documentation for all escalations.

IT Support Technician - DWM Technical Solutions Ltd - Bedford, Bedfordshire

(2023-09 - 2024-05)

• Provided front-line technical support in a busy helpdesk environment.
• Supported remote users across Windows Server environments (2003-2018).
• Created and managed AD accounts, permissions, and profile paths.
• Handled DHCP reservations and ensured software deployment readiness.
• Flagged and escalated complex incidents to 2nd/3rd line teams efficiently.

Customer Service Representative - Copart, Inc - Sandy, Bedfordshire

(2023-07 - 2023-09)

• Handled high call volumes with accurate data entry, strengthening communication and multitasking skills.
• Dealt with customers' issues professionally while under high pressure.

Apprentice IT Technician - CMC Technology Group - Milton Keynes

(2023-01 - 2023-03)

• Assisted workshop operations: imaging, configuring, and troubleshooting endpoints.
• Used escalation practices when issues exceeded scope.

Customer Assistant - Greggs @ Moto

(2021-09 - 2022-04)

Goods In Assistant - London Vacuum Co.

(2021-03 - 2021-08)

Kitchen Porter - Meet Eat Drink Dream Ltd

(2020-01 - 2021-05)

All roles supported development of client interaction, time management, and problem-solving under pressure.

BTEC Level 3 ICT (A Level) - ICT - Bedford College (2020-09 - 2022-07)

GCSEs - Biology, Chemistry, Physics, Maths, English, Design & Technology, Music, ICT - Harlington Upper School (2017-09 - 2020-03)