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
