Robert I. Brown

Entry-Level IT Support | Service Desk | Junior IT Analyst | Technical Support | Cyber Security Foundations

Talent

Leeds, UKMember since 23 June 2026

User support, query handling and escalation follow-upTechnical troubleshooting with clear documentationWindows 10Windows ServerActive DirectoryGroup PolicyDNSDHCPFirewallingVPNpfSenseOpenVPNLinux server basicsNginxUFWKali LinuxProject coordinationRollout planningRisk awarenessUser trainingProxmox VEKVMvirt-managerVirtualBoxVMwareUbuntu ServerTCP/IP fundamentalsWi-Fi access point configurationRouting conceptsCyber security principles

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User support, query handling and escalation follow-upTechnical troubleshooting with clear documentationWindows 10Windows ServerActive Directory

About

Motivated and technically capable professional transitioning into an entry-level IT role, with a strong mix of hands-on technology rollout, client support, infrastructure coordination and practical home-lab experience.

At Michelin Connected

Fleet, I helped deliver telematics solutions for fleets of up to 2,000 vehicles, including tracking systems, AI cameras and vehicle data sensors across HGVs and trailers, with exposure to data-collection elements such as EBS and tachograph-related systems. This gave me practical experience in hardware deployment, technical troubleshooting, data accuracy, user training and stakeholder communication.

At Support

Warehouse, I supported German- and English-speaking clients with multi-vendor server warranty and software licence solutions, resolving queries and coordinating with technical teams to protect service continuity. Alongside my commercial experience, I am building SilverLab, a structured IT and cyber security homelab focused on Windows Server, Active Directory, Group Policy, pfSense, OpenVPN, Proxmox, Ubuntu/Nginx, Kali Linux and documented troubleshooting evidence. I have completed the NCFE Level 3 Certificate in Cyber Security Practices course and am currently awaiting the final certificate/award.

I have also completed the AWS SimuLearn: Cloud Practitioner course. Fluent in German and English, I bring calm communication, analytical problem-solving and a strong willingness to keep learning in an IT support, junior analyst or technical support environment.

Experience

Account Manager DACH (German/English) - Tesedi Group - Support Warehouse - Leeds, UK

(2025-07 - 2026-01)

Engaged German- and English-speaking clients in the DACH region to deliver tailored hardware warranty and software licence solutions for multi-vendor server environments.
Resolved client queries by understanding requirements, checking service options and coordinating with technical and vendor teams where needed.
Handled escalations calmly and followed issues through to resolution, supporting client satisfaction and infrastructure service continuity.
Analysed client needs and market trends to propose appropriate renewal and support solutions.

Junior Project Manager - Michelin Connected Fleet - Leeds, UK

(2023-08 - 2025-02)

Led end-to-end rollouts of telematics solutions including tracking devices, AI cameras and vehicle data sensors for HGVs and trailers, supporting fleets of up to 2,000 vehicles.
Developed project plans covering risk analysis, training schedules, communication requirements and stakeholder updates for senior customer audiences.
Coordinated multi-site installations across the UK and Ireland, minimising vehicle downtime through careful scheduling and collaboration with installers and customers.
Improved deployment success by analysing fleet compatibility, identifying practical issues and feeding findings back into operational processes.
Worked closely with customer experience and technical teams to ensure data accuracy, post-installation validation and smooth customer handover.

Lead for Pilot & Trial Rollouts - Michelin Connected Fleet - UK / EU / South Africa

(2022-09 - 2025-02)

Coordinated international pilot programmes for new telematics solutions, aligning trial objectives with client operational needs.
Designed structured testing and feedback processes, helping development and operational teams improve product reliability and customer onboarding.
Documented risks, blockers, findings and status updates to support clear decision-making and continuous improvement.

Deployment Coordinator - Michelin Connected Fleet - Leeds, UK

(2021-10 - 2023-12)

Managed hardware shipments, installation scheduling and customer communication for fleet deployments across the UK, EU and South Africa.
Created user guides and delivered in-person and virtual training, supporting product adoption and reducing repeat queries.
Performed post-installation follow-up and functionality checks, helping resolve customer concerns promptly.

Owner & Operator - CreateSomethingNice

(2019-06 - 2021-09)

Managed day-to-day operations, customer communication, service delivery and self-employed business responsibilities.

Support Worker (Outreach) - Affinity Trust - Leeds, UK

(2019-09 - 2020-06)

Supported individuals with learning disabilities and autism, maintaining accurate documentation and resolving daily challenges with patience and professionalism.

IT Recruitment / Account Management Roles - Provativ GmbH, SThree and Europlus Direct - Germany and UK

(2016-01 - 2018-10)

Worked with IT-focused clients and candidates across the DACH market, building strong communication, requirements gathering, negotiation and client-support skills.
Supported enterprise IT project and service discussions, including contract requirements, renewals, candidate coordination and issue resolution.

Hospitality Leadership and Catering Business Background - Various - Germany

(1998-01 - 2015-12)

Built a long-standing foundation in customer service, team leadership, shift management, training, problem solving and high-pressure operational delivery.