In my current role, I serve as an escalation point for our Technical Analysts, assisting with the resolution of more complex tickets. I also conduct weekly ticket reviews, focusing on tickets older than seven days to resolve long-standing issues, identify knowledge gaps, and arrange knowledge-sharing sessions to enhance team capabilities.- Remotely monitor and manage both end-user endpoints and headless servers using Atera RMM. - Manage cloud infrastructure via AWS and ensure network uptime using UniFi and WatchGuard technologies.- Recently involved in internal project work, including migrating our directory to Entra ID, decommissioning our Active Directory server, and enrolling the company in Defender for Endpoint and Microsoft Intune management to strengthen security and device management.

As a 2nd Line Support Analyst, I provided in-depth technical support for complex issues escalated from 1st Line, ensuring efficient resolution and customer satisfaction.- Troubleshot and resolved advanced technical issues related to hardware, software, and networking, often involving more detailed analysis and root cause analysis.- Gained significant Azure knowledge through hands-on experience managing and troubleshooting servers, contributing to cloud infrastructure support.- Frequently conducted site visits to provide on-site technical assistance, resolve hardware issues, and support system installations and upgrades.- Collaborated with third-party vendors to diagnose and resolve critical problems, minimising downtime and service disruptions.- Provided guidance and mentorship to 1st Line Support Analysts, sharing knowledge on more advanced troubleshooting and customer service techniques.

As a 1st Line Support Analyst, I was the first point of contact for customers seeking technical assistance, providing high-quality support and troubleshooting for a wide range of issues.- Diagnosed and resolved basic technical issues related to hardware, software, and networking via phone, email, and chat channels.- Logged, and escalated support tickets using ServiceNow, ensuring issues were resolved efficiently and in a timely manner.- Provided clear instructions and solutions to clients, offering proactive advice to prevent recurring issues where possible.- Managed basic user account issues, including password resets, access requests, and software installations.- Maintained a customer-focused approach, ensuring a high level of service and client satisfaction throughout the support process.

As part of a team contracted by Microsoft, I provided high-level support to Microsoft 365 Business customers, acting as the first point of contact for customers who called Microsoft’s official support lines.- Delivered expert support for Microsoft 365 products, including troubleshooting, account management, and resolving technical issues.- Assisted customers with technical queries, and billing queries with their Microsoft 365 subscriptions. - Managed complex issues, escalating to Microsoft's engineering team when necessary, and ensured seamless transitions to relevant support teams.- Documented issues, resolutions, and client feedback, contributing to improved service delivery and internal knowledge base.