Tech Ahoy is a Managed IT Service Provider that delivers secure and scalable IT infrastructure solutions to a range of businesses across various sectors. It supports both Mac and Windows fleets, in both Google Workspace and Microsoft 365 tenants, and administrates many SaaS applications. I primarily manage technical operations for clients within the fintech or creative sectors, who use a primarily Mac or mixed fleet, and operate within the Google Workspace environment. Example clients are 11:FS, Elliptic, Tillo and Tarabut Gateway. Responsibilities include:- Analysing new client IT requirements, then building and implementing an IT support plan - Managing a team who monitor a helpdesk ticket system of IT requests- Supervising and maintaining multiple fleets of devices using a combination of an IdP and MDM- Monitoring network infrastructure across multiple regions- Administrating various workspaces e.g. Google Workspace, Microsoft 365, AWS, Slack, Zoom- Integrating SaaS applications into IdP to deliver SSO with protocols such as SAML and SCIM- Deploying zero-touch device onboarding workflows, utilising ABM, DEP, VPP and Munki- Creating automations and process efficiencies- Maintaining security baselines and managing endpoint protection- Evaluating vendors and procurement of hardware, software and peripherals- Ensuring compliance of industry standards such as ISO 270001- Creating and documenting procedures for various IT policies and plans- Delivering relevant employee training and development plans

- Troubleshooting and diagnosing technical problems for all Apple products and their software (iOS, macOS, watchOS and tvOS)- Performing hardware repairs across a range of Apple devices- Mentoring and training Technical Specialists and other colleagues on technical and customer service issues- Investigating, triaging, escalating and following up issues that could not be resolved in-house to provide full resolution- Documenting all pertinent information and the nature of the problem with accuracy across a range of systems- Developing product knowledge and researching required information using all tools and resources

- Assessing the customers’ support needs then providing solutions whether software or hardware based- Responsible for the efficient triaging and diagnosis of customer issues in a high-volume, time-orientated environment- Explaining where technical issues originated from as a result of having extensive knowledge of hardware and software components- Conducting personal training for new customers, helping them acquire the basic skills needed to get started on various programs

Meltwater is a leading global media intelligence platform. The software combines the power of AI with the largest news and social media database in the industry, to bring clients advanced Media Monitoring, Social Media Listening, Social Media Management, PR Analytics and Influencer Engagement tools.- Expanding a key portfolio of national and international clients with the largest spend and growth potential- Helping drive client knowledge on AI, big data and the possibilities within Industry 4.0- Building positive, long-lasting relationships through client engagement with executives at C-level- Working closely with the marketing team to implement account-based targeting strategies- Increasing revenue by negotiating contract enlargement for long-term subscriptions according to quarterly growth KPIs- Driving client knowledge expansion by being strongly embedded in the company's strategy development- Providing clients with technical and product knowledge

In my role as Business Account Manager for Leading Edge, I helped BT's SME customer base migrate to newer, more modern cloud-based services. This was achieved by understanding the client and developing a close working relationship. This role also required me to provide a significant amount of technical support to customers and built on my technical knowledge of network infrastructure.

Everything Everywhere Limited is a mobile network operator and internet service provider company. It is the largest mobile network operator in the UK, with around 28 million customers and 15,000 employees and operates under three brands; EE, Orange and T-Mobile.- Delivering personal and team KPIs- Offering technical support on a range of mobile devices and operating systems- Delivering and maintaining a quality service at all times- Looking after the customer relationship in pre-sales for an effective handover to post-sales

Whilst no longer trading, Evesham Technology was a computer manufacturing and retail company with 19 stores across the UK.- Providing technical support on Windows based PCs and laptops- Building custom-ordered PCs on site- Delivering personal and team sales targets- Creating stocks and sales reports- Responsible for store opening/closing and cashing up