Provide technical guidance and support to members of the Multrees Infrastructure team.Act as liaison between the Infrastructure team and other parts of the business and with third party vendors and partners.Forward-planning for future-proofing infrastructure against potential threats and industry developments.Threat analysis for cyber-security incidents, developing policies and procedures for cybersecurity/infosec analysis across the business.Investigating and delivering service management tool to be used across the organisation to align with ITIL methodology.Modernisation of legacy server and VMWare estate, aligning on-prem and cloud infrastructures to industry standards.Migration of legacy on-prem Active Directory structure to Azure Active Directory/MS Entra.Migration of multiple on-prem third party tools and software packages to modern-day cloud equivalents.

• Delivering daily engineering services and technical support for large, national data centre and network. • Enabling swift and smooth installation, configuration, delivery, maintenance, and monitoring of components and services for third party vendors.• Facilitating optimised performance by meticulously monitoring, analysing, and reporting systems across the data centre and networks. • Main POC for issues and problems, providing root cause analysis and solutions for any network or data centre problems. • Leading the 3rd and 2nd Line Support for escalation for customers, utilising keen tact and diplomacy to resolve matters, and technical acumen to provide solutions for customers, ensuring excellent customer care. • Periodically running vulnerability scans and tests to identify areas of improvement and secure network in any risk areas, ensuring security across data centre and network. • Continuously analysing processes to identify areas of improvement and implementing innovative corrective and optimised procedures to prevent risk and loss to system, data centre and network infrastructure.

• Directed technical compliance across IT platforms, including Windows, Linux, AD DS, Office 365, to name a few via analytics, toolsets, and appliances. • Worked intrinsically with IT Operations Team and wider Data Services Team to coordinate processes including auditing, governance, compliance, and security. • Conducted analytical investigations, behavioural analysis, and insider threat detection to identify potential risks and threats to security across IT systems and services.• Embedded robust risk mitigation steps and IT security to eliminate security vulnerability, continuously assessing to ensure up to date.• Guided IT support functions to maintain technical adherence of ADDS and govern the system architecture and GPO compliance. • Designed virtual private cloud strategies in collaboration with the team, including setting the frameworks and principals. • Aligned IT processes to ISMS policies, business practices and requirements with meticulous attention to detail. • Instilled a ‘right first time’ culture by periodically reviewing processes and rectifying improvements as part of the overall business objective. • Led numerous RCA investigations to resolve recurring issues, guiding the innovation and implementation of new processes, products, and assets. • Enforced ISO 270001, 27017/18 and 23301 compliances on public/private cloud estates, proposing continuous improvements, and actioning audit highlights.• Drove ITIL (ISO20000) compliance for IT operations across the service lifecycle with tact and diplomacy, as well as the governance of RBAC controls (IAM/ILM).

• Executed the installation, configuration, and monitoring of Windows Server systems (2003-2012) with Linux presence to maintain hardware and infrastructure on a fully virtualised VMWare tech estate. • Provided daily system monitoring, checks, and tests to maintain security and health across the network.• Reviewed transaction flows and system alerts, creating several PowerShell scripts to automate tasks, reducing risk of user error, and streamlining processes.• Ideated and integrated a private lab environment to develop and test, working with VMWare, Hyper-V, Server 2016, and Nano Server, with managerial backup.

• Delivered 1st, 2nd line help desk support for major chip and pin terminal supplier, with a strong customer focus to resolve issues quickly across a national and international basis. • Nurtured relationships with users quickly, interacting and engaging with diplomacy and tact, conveying complex technical information concisely. • Utilised and manipulated the SQL queries, windows 7, XP, Server 2003 and 2008 environment to provide bespoke support. • Took on high priority cases for quick turnaround solutions to diagnose, repair, and replace faulty terminals for key clients with accuracy and vigilance. • Enabled stock control by tracking stock, ordering, arranging delivery and ensuring demand meets supply for the UK and worldwide.

• Worked within HMRC estate across seven sites, covering over 3000 users from first, second line support, helpdesk, software and hardware issues, and network/server problems. • Managed all IT operations from desktop repairs, printer and server faults, upgrades, migrations, installations, and back up/recovery.

• Promoted from Revenue Assistant to IT Support Officer, taking lead of the departments operations, from helpdesk, user support, problem solving, and IT processes.