Sam Bolger

IT Support & Systems Administration

Talent

Telford, ShropshireMember since August 20, 2026

Windows Server (2008–2022)CCTV systemsPrint managementOrganised

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Windows Server (2008–2022)CCTV systemsPrint managementOrganised

About

IT professional with over 7 years' experience across service desk, infrastructure and systems administration roles. Comfortable handling everything from day-to-day 1st/2nd line support tickets through to full server room maintenance, network infrastructure, cloud platforms and warehouse ERP/WiFi systems. Strong troubleshooter with solid documentation habits, used to supporting an office, a customer service team and a warehouse all at once.

Looking to get back into an IT support, helpdesk or system administration role after a career break since December 2025.

Experience

System Administrator - Vivactive Ltd - Hollinswood Court, Stafford Park 1, Telford TF3 3DE

(2023-04 - 2025-12)

Installed, configured and maintained physical and cloud servers, network components and two full server rooms
Monitored network and server performance to maintain maximum uptime across the business
Managed user accounts, security groups, permissions and credentials across Active Directory and Office 365
Enforced cybersecurity best practice, including regular patch updates, data backups and recovery procedures
Provided technical support & troubleshooting for hardware, software and network issues across an office of 30 staff, a customer service team of 10-20 and a warehouse of 30-50
Worked daily with Windows Server, VMware virtualisation, TCP/IP networking & firewall management
Used PowerShell and Python to automate routine maintenance tasks
Managed the warehouse ERP systems, packing/unloading stations and handheld scanning hardware
Installed and managed new WiFi systems across the entire warehouse
Managed computers, phone systems and software for a customer service team of 10-20 people
Set up new machines and accounts across multiple systems, and managed remote VPN access for off-site staff
Managed firewall access, CCTV systems & print management solutions across the site
Carried out documentation audits and managed compliance
Responsible for purchasing new machines, hardware, software & contracts

Technical Infrastructure Engineer - The Access Group (MSP) - Midlands Technology Centre, Wolverhampton, WV10 6TA

(2020-04 - 2023-04)

The Access Group is a large-scale provider of business management solutions including software, hardware, lease-lines and helpdesk functionality. Responsible for the business-as-usual operation of the Helpdesk, solving escalated tickets, providing maintenance/updates and actively working with multiple teams on current projects.

Broke down and resolved escalated tickets from various teams throughout the business
Provided maintenance and updates for Citrix Golden Images, CTX/RDS servers via Citrix Cloud, PVS/PVD and XenApp solutions
Organised planned maintenance windows with customers and scheduled necessary downtime to complete upgrades/perform maintenance on Windows Server 2008–2022
Extensive virtualisation experience using VMware & Hyper-V technologies
Regularly collaborated with multiple teams on new customer projects, refreshes and upgrades utilising new cloud-based systems
Broad software knowledge including Active Directory, Office 365, Intune/Endpoint, SharePoint, Case Management Solutions (iManage/P4W) and payroll software (Sage)
Administered network support using DHCP & DNS, TCP/IP, VPN and LAN/WAN networks
Liaised with third-party vendors for a range of software, hardware and telecom technologies
Scheduled and attended onsite visits to customer offices to maintain hardware including laptops, PCs, handsets, servers, switches and firewalls
Ensured scheduled backups and disk alerts were attended to alongside other system administration
Maintained a centralised knowledge base to keep documentation organised into a coherent system
Provided out-of-hours and on-call support for escalations and queries

Service Desk Engineer - GCI Group (Nasstar) - St James House, Telford, TF2 9TZ

(2019-05 - 2020-04)

Proactively maintained lists of new and updated tickets across multiple ticketing systems to keep customers regularly updated
Liaised with third-party providers to investigate, re-create and resolve ongoing customer issues
Provided escalations and support to 2nd and 3rd line teams when necessary, ensuring all supporting evidence was documented
Worked efficiently within a team across a wide array of tasks to improve overall team performance
Exclusively supported multiple dedicated customers via phone and email, providing a personal customer service experience
Assisted in training new 1st-line engineers and answering queries as they arose

Software Support Engineer - Pebble Learning - E-Innovation Centre, University of Wolverhampton, TF2 9FT

(2018-07 - 2019-05)

Managed the allocation of support tickets through the ticket management system and resolved incoming software issues and bug reports
Participated in technical regression testing for software releases
Proactively investigated, reproduced and escalated reported bugs to various development teams using JIRA
Created and updated help documentation to maintain a reliable database for other team members
Assisted team members with technical questions and provided training where needed

IT Support Engineer - Holy Trinity Academy - Priorslee, Telford, TF2 9SQ

(2017-04 - 2018-04)

Troubleshot PCs, laptops and mobile devices, providing hardware repairs and replacements
Administered the IT department's policies and procedures, ensuring GDPR compliance
Maintained an audit of equipment, licenses and devices
Worked closely with software suppliers to resolve operational issues
Supported education software including Microsoft Office 365, Cunningham's Cashless System, Inventory Door Access, QNAP QVR CCTV System and Microsoft Server 2012