# Resolving 1st-3rd line issues via phone, ticketing system, and in-person, in a corporate setting.# Configuring and implementing SD-WAN updates, 802.1X, RADIUS, Scep certificates, and VLAN projects/tasks.# Troubleshooting in network DR real world and scenario exercises, including redundancy deployment.# Troubleshooting various user, network, hardware, firewall and security issues using the below utilities:-Cisco Meraki Dashboard.-Microsoft Azure.-Intune Endpoint Manager.-Microsoft 365 Defender/Admin Console.-VEEAM backups to on-premise storage, Azure backups for AVD hosts/servers.# Project work including:-Starlink implementation/setup for failover.-802.1X rollout for off-domain wired devices.-Cisco Meraki VPN configuring & deployment.-Azure Image Template & Scale Set design/rollout.-Intune printer & shared drive mapping and implementation.-Azure security remediation for vulnerably machines and groups.

• Resolving 2nd line IT issues for an MSP comprising a network of schools with varying infrastructure and 3rd-party providers. Troubleshooting Windows 10/11, iOS, Android, and Chrome OS client issues. • Overseeing local domain infrastructure and cloud-based networking/provisioning through Azure, and supporting mobile hosts through a range of MDM solutions including Meraki, Google Admin, Lightspeed, and JamF. Provisioning/enrolling devices through Microsoft Intune (including autopilot), Apple School Manager, and Google Admin. Ensuring OU’s in these platforms correctly deploy policies, applications, and settings. • Building servers running Windows Server 2016, including the setup of;~ DHCP (scopes/reservations etc) and DNS Zones.~ Active Directory Domain Service~ LDAP~ GPO creation/distribution • Troubleshooting Microsoft services including O365, Microsoft Intune, Azure AD and Entra. • Networking support including the following, and more;~Configuring switch Access/Trunk ports (Meraki, CLI)~DHCP scope and reservation administration~Traffic, cabling IP/Subnet, and VLAN troubleshooting~ General troubleshooting through Meraki cloud management, Cloudtrax • Monitoring licencing and security/MFA policies for domain hosts and implementing conditional access policies for 3rd parties with exceptional access requirements. • Project work involving the InTune deployment of monitoring software to admin, staff, and student devices. Physical installation of server rack railing & network hardware, access points. • Using a ticketing system to manage and prioritise cases day by day, escalating P1’s when appropriate, and adhering to general engineering principles of implementing and testing fixes for end users. • Being the on-site, customer-facing technician for schools to liaise with and report issues to, and engaging calmly with customers in a friendly and helpful manner.

• Resolving issues for over 130 pieces of software for 4000 users via telephone and email correspondence, in a hybrid corporate and retail environment. • Applying practical working knowledge of CCNA networking protocols, Microsoft Office applications, Active Directory, RDP, Windows 10 and more to troubleshoot end user issues. • Managing and prioritising tickets to ensure SLA requirements on Service Desk Plus are met, as well as performing floor-walking problem solving. • Leading projects for the deployment of MDM profiles to stores, and to implement a transcription service policy for the company. • Configuring and troubleshooting server availability for BI users and assisting in software error resolution. • Physical installation and cabling of Palo Alto firewalls, monitoring connection status via console link. • Creating and deploying APK payloads for the entire retail section of the business, covering tablets, handheld terminals and mobile phones. Additionally, ensuring all centrally-managed mobile units are patches to security/firmware standard for the Government “Cyber Essentials” package.

Driving and delivering customer's supermarket items to destinations in Essex and in the neighbouring county of Suffolk.

Online learning, studying for a certification in CompTia A+. Successfully completed in February 2021.

Teaching classes of young Vietnamese learners to speak and comprehend English through interactive and engaging classes. This was largely conducted by myself, despite many public schools offering similar classes with a native Vietnamese speaker being present as an intermediary.

Teaching English language and literature to students of all ages. Extrapolating from my time in pedagogical studies and application through various placements, I have developed my own business as a self-employed tutor. I mainly teach to students in primary and secondary school, from Key Stage 1 to GCSE-level English.

Online Tutor of English to foreign learners. This included business, conversational and native-level English packages.

Assisting and teaching students with various learning difficulties, including ADHD, autism, and other challenging behavioural tendencies due to extraneous circumstances.