Continuing my duties from my completed apprenticeship, now working flexibly while completing my full-time education at university.

• Fulfil requests from staff on the IT Helpdesk, meeting SLAs and providing a positive user experience• Answer incoming phone calls from staff members and students, to provide remote support over the phone• Provide face-to-face support to walk-ins for students and members of staff• Lease IT assets out to staff and students and process these through our asset management system• Support the college to ensure a smooth and reliable delivery of business-critical operations from the IT standpoint, such as GCSE, BTEC & T Levels examinations and Student Enrolments• Produce documentation for new and existing processesI also showed enthusiasm in other projects out of interest, and developed my technical skills high enough to take on additional responsibilities outside of my apprentice role. They are as follows:• Remotely manage ~1,200 Windows clients through Microsoft Endpoint Configuration Manager (formerly SCCM) by provisioning and deploying applications of varying complexity, rolling out Windows Updates, customizing Windows Images & OSD Task Sequences and administrating the primary site• Provide assistance in maintaining the VMware physical infrastructure and VMware Horizon VDI when needed• Develop scripts in PowerShell to innovate current manual processes into automated processes at the college with my strong background in programming

• Support second-year students with C programming in the lab sessions of the Operating Systems module• Occasionally lead and deliver lab sessions when lecturers are unavailable• Mark and grade checkpoint sheets for first-year students in the Programming Laboratory module• Assist first-year students with Python programming in the lab sessions of the Programming Laboratory module

• Host fun and engaging events about Cybersecurity with my committee members, including Capture The Flag (CTF) competitions, ethical hacking workshops, socials and guest talks• Maintain the hosting and backend configuration of our society's CTF platform, powered by the CTFd framework• Manage the society's budget and approve all financial transactions of the society• Process and submit funding applications and expense claims for the society's committee members• Report on the financial health of the society to the Royal Holloway Students' Union