Employed by Rackspace Technology in St Mellons, Cardiff.In this role, I provided technical support to users across UK Retailers, Head Office, Distribution Centres, and remote/WFH colleagues, ensuring compliance with SLAs and NADs.My responsibilities included managing incident escalations and coordinating with both internal and external teams. I served as the primary point of contact between end-users, external support teams, and the service delivery manager, handling first-line technical support and logging all incidents, from minor issues to complete service outages.I developed strong skills in resolving technical problems, managing Windows-based systems, and administering retail accounts. My primary focus was on resolving user, OS, and networking issues using SNMPc and Active Directory, while also supporting bespoke technologies tailored for major UK Retailers.In addition, I played a key role in overseeing security controls such as email filtering, user account security, and file lockout systems. This included managing access permissions, releasing file lockouts when necessary, and ensuring the integrity and security of user data and systems.All work was conducted in accordance with ISO9000 and ISO27001 standards.

In this position, I worked closely with clients, project managers, and data center teams to facilitate access requests, oversee equipment patching, and support large-scale projects using ServiceNow, a leading cloud-based ITSM platform.My responsibilities included managing and granting physical access permissions for technicians involved in decommissioning client infrastructure within UK-based data centers. I ensured that all equipment being removed or installed aligned with the client’s infrastructure plans by cross-referencing project documentation and verifying activities carried out on-site.

Customer Assistant at Tesco, UpperBoat.During my final years of Secondary School (A Levels), and during University holidays, I worked as a Customer Assistant at Tesco Superstore.Working at Tesco UpperBoat vastly developed my transferrable skills. Notably, working during Covid-19 has enabled me to work under pressure in a dynamic environment. I can now successfully lead and make decisions in high-pressure situations, and effectively manage my time.