• Install, configure, and maintain 43" android display screen systems, hardware, and software at client locations, across over 25 Sainsbury stores in South West UK.• Provided prompt and effective break-fix support, diagnosing and rectifying issues to minimise downtime.• Engage with clients in a professional manner, offering training and advice to ensure they get the most out of the 43" android display screen systems.• Identify and resolve technical issues, both remotely and on-site, across a range of display screen systems and IT systems. • Participate in and manage various projects, including system upgrades, rollouts, and new installations. • Maintain accurate records of work completed, including service reports and customer feedback.

• Manage major incident response, coordinate war rooms, and drive timely resolution.• Troubleshoot and resolve complex issues across servers, networks, applications, and cloud services.• Perform root cause analysis, implement permanent fixes, and drive prevention activities.• Develop and maintain documentation, knowledge base articles, and standard operating procedures.• Provide mentorship and training to junior escalations engineers and service desk staff.• Collaborate with IT operations, development, and vendor teams to improve incident management processes.• Provided Tier 3 support, investigating and resolving escalated issues from the service desk.• Handled high-severity incidents, major outages, and recurring problems.• Administered Windows servers, performed systems hardening, and maintained security policies.• Configured and troubleshot network devices (routers, switches, firewalls) and VPN connectivity.• Automated routine tasks using PowerShell scripting to improve operational efficiency.• Documented solutions and contributed to internal knowledge base articles.• Lead a team of 25 service desk engineers providing Tier 1/2/3 support for 300+ end-users.• Deployed and maintained virtualized server environments using VMware vSphere.• Conducted training sessions and created technical documentation for internal knowledge base.• Coordinated with cross-functional teams for major system upgrades and migrations.• Managed service desk operations, maintained SLA compliance, and drove continuous improvement.• Reviewed and prioritized incoming incidents, escalating high-impact issues to appropriate teams.• Administered Active Directory, user accounts, permissions, and configured group policies.

• Administered Active Directory, created user accounts, managed permissions and group policies.• Configured network devices such as routers, switches, and firewalls.• Collaborated with cross-functional teams to identify and implement process improvements.• Mentored and trained junior service desk technicians, on policies and procedures.• Served as the first point of contact for all IT-related incidents and service requests.• Documented and triaged issues in the O365 ticketing system.• Resolved desktop OS, Office Suite, email, Printing and networking problems. • Performed remote troubleshooting using Anydesk and Sophos secured VPN connections.• Maintained inventory of all IT spare parts and equipment.• Provided front-line technical support for 50+ end-users across multiple office locations.• Diagnosed and resolved computer/software issues over the phone, email, remote desktop, and in-person.• Set up new employee workstations and perform data migrations. • Conducted routine PC maintenance tasks including updates, backups, and virus scans.

• Kept abreast of emerging technologies, software and trends and projectapplications.• Used programming capabilities in PHP, SQL and JavaScript and other libraries asneeded.• Oversaw troubleshooting of technical issues to solve problems withinreasonable time frame.• Pitched in to assist senior developers to meet pressing deadlines during understaffedperiods.• Designed, implemented and monitored web pages and sites for continuousimprovement in fast-paced environment.• Hands-on experience using UNIX and Apache web servers.• Established milestones for projects and prepared all team members to meetaggressive deadlines.• Represented web team at meetings with executives and discussed project goalsand milestones.• Collected, defined and translated user requirements into project designs andimplementation plans.• Spearheaded production of page content such as visuals and text copy to meetproject specifications.• Analyzed requirements and designed, developed and implemented softwareapplications for multiple websites.• Reviewed code to validate structures, assess security and verify browser, deviceand operating system compatibility.• Tested websites and performed troubleshooting prior to deployment.

• Implemented, developed and tested installation and update of file servers, printservers and application servers in all departments.• Developed team communications and information for skype meetings.Maintained flexible schedule and responded to after-hours and weekendemergencies.• Made recommendations regarding information technology infrastructureoverhauls.• Planned and implemented major upgrades to system hardware and software.• Led server infrastructure development, quality assurance, staging andproduction systems.• Resolved issues and escalated problems with knowledgeable support andquality service.

• Gathered and refined specifications and requirements based on technical needsfor Clients.• Strengthened internal communication strategies and success by enhancingcompany intranet program and pages for various clients.• Kept abreast of emerging technologies, software and trends and projectapplications.• Implemented website and integrated solutions into business operations.• Provided end-user training for website maintenance and updating.• Built and styled over 30 new mobile-friendly websites and transitioned old siteinto mobile-friendly version.• Established web hosting for site and uploaded site files to hosting account.• Hands-on experience using UNIX and Apache web servers.• Created site layout and user interface using HTML and CSS practices.• Analyzed requirements and designed, developed and implemented softwareapplications for multiple websites.