Managing and completing high risk projects for clients, these include:- Completing a large scale Google Workspaces to Microsoft 365 migration- On premise to SharePoint migrations- Network migrations and adoptions of fortinet technology- Designing and building Azure virtual environments - Managing HyperV and VMWare environments in accordance with cyber security requirements- Configuring and supporting international enterprise level Cisco and Fortinet networks-… Show more Managing and completing high risk projects for clients, these include:- Completing a large scale Google Workspaces to Microsoft 365 migration- On premise to SharePoint migrations- Network migrations and adoptions of fortinet technology- Designing and building Azure virtual environments - Managing HyperV and VMWare environments in accordance with cyber security requirements- Configuring and supporting international enterprise level Cisco and Fortinet networks- Maintaining and designing group policies- Developing and designing an international phone system in Microsoft Teams- Enterprise level networking for global companies and securing and maintaining security first policies Show less

Within this role I investigated backup failures for Datto RMM and Veeam systems as well as completing domain and SSL renewals. I also looked into several aged tickets to try and find a resolution such as problematic software, Powershell scripting to automate lengthy processes and monitored alerts and systems to ensure all were being run and operated to the best of their capabilities.

I provided support to customers of local businesses and beyond with their IT systems, infrastructure, telecoms and more. I consistently closed 80% of daily tickets, closing over 15000 tickets in my tenure here of any type and helped maintain a ticket closure rate of 95% per day as a Team Lead and as an engineer. I provided team leader support and moderation for a team of first line engineers to manage their work levels, time keeping, customer service and ticket logging as well as offer… Show more I provided support to customers of local businesses and beyond with their IT systems, infrastructure, telecoms and more. I consistently closed 80% of daily tickets, closing over 15000 tickets in my tenure here of any type and helped maintain a ticket closure rate of 95% per day as a Team Lead and as an engineer. I provided team leader support and moderation for a team of first line engineers to manage their work levels, time keeping, customer service and ticket logging as well as offer advice and knowledge in the aid of resolving incidents. I updated policies and writing for work ethic and quality to ensure the highest standards from my team.I planned, created and implemented telecoms services and systems and continued to moderate and monitor PBX and Wildix systems to ensure customers phones systems are always running, up to date with security patches and fixes and minimise any down time by ensuring regular reboots and out of hours maintenance. I provided server maintenance and allocated any spare resources to learning more about networking and IT infrastructure whilst utilising all of the available systems to monitor, upgrade and resolve any issues that may have occurred with backups, anti virus or suspicious logins. I monitored an anti virus quarantine and a SOC to try and resolve issues proactively. Show less

I worked at CGI as a first line role for NHS and Police contracts providing a high quality of customer service, first time fixes and maintaining a excellent call quality to maintain a good relationship with contracts and ensuring all tasks where completed in line of SLA and did not breach contractual agreements.Whilst here I quickly dedicated myself to reducing the massive backlog of queues incurred by low staff numbers and assisted the deputy Team Leader with specialised tasks to work… Show more I worked at CGI as a first line role for NHS and Police contracts providing a high quality of customer service, first time fixes and maintaining a excellent call quality to maintain a good relationship with contracts and ensuring all tasks where completed in line of SLA and did not breach contractual agreements.Whilst here I quickly dedicated myself to reducing the massive backlog of queues incurred by low staff numbers and assisted the deputy Team Leader with specialised tasks to work through the larger queues. As part of these tasks I managed to assist in getting the queue down to nearly half the starting size before the contract was terminated and I was moved to a different team.Due to the second team I worked on being on an incredibly basic level of support I felt under stimulated and discontent at this level and started to seek more technical work elsewhere. Show less

As an apprentice I spent my tenure building on my IT skills whilst pairing with most of the senior IT team to make the most of my time spent here. As a level 4 apprentice I studied along side my role and secured a HNC in Applied Computing by attending university one day a week.My day to day role included general software and hardware support, building Windows PCs, replacing faulty hardware, asset management, responding to tickets and reporting fault hardware to warranty providers… Show more As an apprentice I spent my tenure building on my IT skills whilst pairing with most of the senior IT team to make the most of my time spent here. As a level 4 apprentice I studied along side my role and secured a HNC in Applied Computing by attending university one day a week.My day to day role included general software and hardware support, building Windows PCs, replacing faulty hardware, asset management, responding to tickets and reporting fault hardware to warranty providers. I completed many projects during my time here, I assisted in the roll out of the client-side Office 365 integration by installing software and speaking users through any issues they had with the new systems. I managed hardware rollouts by creating master images to sent off to hardware providers for cloning, I travelled all across Mid and West Wales to assist in the implementation of new communications equipment such as aerials, on-board emergency communication hardware on the fire appliances as well as radios and signalling hardware. Whilst here I also independently overhauled the way new PCs were built, when I started they were utilising Windows 7 disks for every install and having to run hours of updates each time a new PC was required, as Windows 10 was released and compatibility tested with bespoke software I introduced a WinPE platform to capture and push out updated and customised Windows 10 image files which drastically increased the speed that PCs could be built and implemented from a day down to 30-60 minutes. I also had to train and assist the newly hired IT engineers on the job specifics and get them up to speed on all the systems we utilised for support due to a low amount of resources allocated to that area of the organisation. Show less

As part of my pathway to apprenticeship scheme I worked part time as part of the internal IT department, whilst I here I first experienced general server management, building computers and server from scratch (software and hardware) as well as general technical assistance, software and hardware installation.This experienced cemented the idea that IT was the industry I wanted to work in and pushed me to continue my studies in the industry and the team there was instrumental in pushing me… Show more As part of my pathway to apprenticeship scheme I worked part time as part of the internal IT department, whilst I here I first experienced general server management, building computers and server from scratch (software and hardware) as well as general technical assistance, software and hardware installation.This experienced cemented the idea that IT was the industry I wanted to work in and pushed me to continue my studies in the industry and the team there was instrumental in pushing me into the dedicated engineer I am today. Show less

I worked on the shop floor aiding customers with their queries and assisting them in locating specific stock as well as organising said stock into the sections to help customers find what they are looking for faster. I also managed deliveries and organised stock room items ready to be placed onto the shop floor.