Support Engineer - Marks & Spencer Cyber Security (via Accenture) - Glasgow, United Kingdom
(2025-09)
Delivered enterprise IT support aligned with Helix SLA and ITIL standards, managing incidents and service requests through ServiceNow with precise categorisation, documentation, and resolution ownership.
- Administered Active Directory, Microsoft 365, Azure, and Windows Server environments, strengthening access control and reducing unauthorised access attempts by 40%
- Provided remote technical assistance across Windows, macOS, mobile devices, peripherals, and printers, resolving a high volume of tickets at first point of contact to maximise operational efficiency.
- Diagnosed and resolved complex hardware, software, and network issues using structured troubleshooting methodologies, ensuring minimal service disruption in a high-pressure environment.
- Managed device compliance and configuration using Active Directory, Azure / Microsoft Intune, supporting secure endpoint management and policy enforcement across the estate.
- Monitored backup operations, identified job failures, and coordinated remediation to maintain data integrity and service continuity.
- Authored and maintained internal knowledge base articles, work instructions, and support documentation to improve resolution consistency and reduce repeat incidents.
Network Administrator / IT Support Engineer - Worley (via AVASO Technology Solutions Ltd) - Scotland, United Kingdom
(2024-06)
Delivered 24×7 remote and onsite IT support, ensuring stability of business-critical infrastructure across end-user, server, and network environments.
- Performed system administration tasks including patch management, system upgrades, break/fix resolution, printer deployment, and proactive infrastructure monitoring.
- Executed network and server maintenance activities that reduced unplanned downtime by 20% through structured remediation and preventive actions.
- Supported global service centres using ServiceNow SLA and ITIL standards, providing IMACD, deskside support, smart-hands services, Active Directory with field engineering assistance.
- Participated in disaster recovery planning and operational readiness, ensuring rapid restoration of services during incidents.
Network / System Administrator - Tech Domain Digital - Glasgow Area, Scotland
(2023-12 - 2024-06)
Delivered Level 2 and Level 3 technical support across multi-client environments, resolving escalated hardware, software, and network incidents to maintain service availability.
- Administered and maintained Windows and Linux server environments and storage, ensuring system reliability, access control, and security compliance.
- Implemented proactive network monitoring and maintenance strategies, achieving a 25% reduction in downtime through early fault detection and remediation.
- Deployed, configured, and supported firewalls, routers, switches, access points, and VPN solutions to maintain secure and resilient connectivity.
- Supported Microsoft 365 and Azure environments, including Active Directory, Teams, migrations, and advanced troubleshooting.
- Produced Management Information System (MIS) reports to support operational decision-making and continuous service improvement initiatives.
Network Infrastructure Architect & Tier 3 Administration - Vintage Network International
(2010-05 - 2023-09)
Designed, deployed, and maintained enterprise network infrastructure across on-premises and cloud environments, supporting high-availability and secure operations.
- Led fibre optic (FTTX), VSAT, wireless, and point-to-point network implementations, consistently delivering projects within scope and operational requirements.
- Administered Active Directory, Microsoft 365, Azure, and Windows Server environments, strengthening access control and reducing unauthorised access attempts by 40%.
- Configured and managed F5 Load Balancers (LTM, GTM, AFM, ASM), firewalls, NAT, DNS, and DHCP to optimise traffic flow, resilience, and security posture.
- Implemented CCTV, biometric access control, and fire alarm systems, contributing to a 30% reduction in security incidents across deployed sites.
- Monitored network performance using advanced diagnostic tools, generating technical reports to guide optimisation and long-term infrastructure planning.
Field Technician / 2nd & 3rd Line Support Engineer - Access and Content Limited
(2020-08 - 2021-09)
Delivered onsite and remote Level 2/3 support, resolving complex hardware, server, and network faults while maintaining SLA adherence.
- Designed and supported university campus network infrastructure, improving system stability through structured configuration and maintenance.
- Managed ISP tower, NOC operations, and hardware inventory, reducing service interruptions by 20% through proactive oversight.
- Conducted technical site surveys and implemented tailored network solutions, contributing to increased client acquisition.
VSAT Field Technician - Globecomm Systems Inc. (GSI) - Dakar, Senegal
(2012-04 - 2020-12)
Implemented preventive maintenance programs for VSAT and microwave systems, achieving 95% schedule adherence and reducing downtime by 25%.
- Supported LAN and telecom infrastructure, resolving 90% of incidents within agreed SLA timeframes.
- Maintained antenna alignment and signal integrity, reducing signal degradation by 30% across serviced sites.
Field Service Engineer / Network Architect (ISP) - Bandwidth Consortium
(2011-12 - 2020-08)
Designed, installed, and maintained VSAT, wireless, and campus network infrastructure for enterprise and institutional clients.
- Executed ISP tower and satellite earth station implementations, improving service reliability and operational continuity.
- Conducted feasibility studies and site surveys, supporting network expansion and informed infrastructure planning.
- Supported senior operations leadership with technical input to streamline deployment workflows.
Field Installation Technician (Audio, Video & IPTV) - Rom-Flex
(2012-06 - 2016-08)
Installed and supported IPTV, audio-visual, and live-streaming systems, improving service reliability and audience reach.
- Delivered structured troubleshooting and infrastructure support, achieving 95% issue resolution within SLA.
2nd/3rd Line Support Engineer & Telecoms Network - Satcom Integrated Resources (IRL)
(2009-06 - 2016-08)
Led networking, cabling, and VSAT installation projects, achieving a 98% first-time deployment success rate.
- Implemented intercom and communication systems to enhance reliability across distributed sites.
- Supported infrastructure upgrades and maintenance, improving project delivery efficiency by 15%.
Satellite Installation Engineer / ISP Installer - Intersat Ltd (UK)
(2009-01 - 2014-01)
Delivered high-availability VSAT installations with a 99.9% operational success rate.
- Executed preventive maintenance schedules, improving long-term service stability and reducing fault recurrence.
Early Career Network & Technical Support Experience - Current Technologies, Scope Telecoms, IT Click Network Limited, Universal Business Computer - United Kingdom
(2005-04 - 2009-07)
Delivered first-line and Level 2 technical support across telecom, network, and end-user environments, resolving escalated incidents within SLA and improving overall uptime by 15–20%.
- Installed, terminated, and tested structured cabling (Cat5e/Cat6, fibre, RF, copper), utilising BERT, OTDR, and PIM tools to ensure compliance with industry standards.
- Deployed LAN/WLAN infrastructure, hotspot billing systems, and core network components, contributing to reduced downtime (20%) and increased service reliability.
- Supported Active Directory administration, OS deployments, and hardware repairs, strengthening access control, system stability, and workstation availability.
