In my current role as IT Systems Manager, I've transitioned to having complete responsibility for the day-to-day operations of our IT infrastructure, whilst continuing to uphold a substantial portion of the responsibilities previously held as the IT Systems Administrator. Additionally, I have a heightened emphasis on strategic project planning, road mapping, and their successful execution. Guiding the IT Support Technician remains a key aspect of my role, achieved through coaching, ongoing mentorship, and regular one-to-one’s. Furthermore, I lead our cyber security response strategy by overseeing vulnerability management, monitoring emerging threats, and ensuring swift and effective responses to any security incidents.

I served as an IT Systems Administrator, with a focus on achieving impactful results and supporting the optimisation of IT infrastructure delivery. My expertise spanned a diverse range of technologies and tools, including managing the administration of the Microsoft 365 suite - covering Intune, Microsoft Defender (for Business, Endpoint, and Office 365), Entra ID, Power Automate, Purview, SharePoint, Exchange, and Teams.My role extended to project planning and execution, ensuring alignment with both departmental objectives and stakeholder needs. Notable projects included the successful delivery of a M365 tenant-to-tenant migration, implementation of MFA, seamless migration of Sage 50 Payroll to AVD, effective MAM configuration and rollout, integration of 3CX with HubSpot, transition from M365 basic authentication, conducting comprehensive IT audits across our franchise network, and the strategic automation of JML processes through utilization of Power Automate, SharePoint Lists, Graph API, and Azure Automation Runbooks.My commitment to automation led me to consistently identify opportunities for task optimization and scripting, fostering efficiency not only within the IT department but also throughout the entire organization.I was skilled in the management of various IT systems, including 3CX, Sage Software (Payroll, 50 & 200), DocuSign, and HubSpot. My proficiency extended to providing advanced software support, particularly in Excel and Power Automate. Alongside technical acumen, I was also dedicated to mentoring and guiding the resolution of escalated help desk queries, offering both expertise and leadership to IT support technicians.My role also encompassed proficient management of software and SaaS licensing procurement and renewals. In addition, I demonstrated my prowess in local network management within a cloud-first environment, showcasing capabilities in router administration, bandwidth management, VLANs, Wi-Fi setup, and switch configs.

My role mainly comprised of 3rd line support and project management/delivery. Whilst my job title was IT Service Manager, this didn’t correctly describe what I did, and Project/Solution Engineer was more appropriate. My day-to-day responsibilities included being the highest escalation for the IT Service desk, where we serviced around 1600 users across 50 clients. I was the internal product lead for N-Able N-Central, our remote management and monitoring software, as well as Passportal, our documentation and password management system. I completed projects such as multiple Intune/Autopilot deployments, MFA (Duo and Microsoft) & SSPR rollouts, migrating our PSA tool to Halo PSA, Microsoft 365 security reviews, and initial cyber incident responses. I deputise for the Head of IT in his absence, and I’d like to think I play a key role in the development and mentoring of the 1st and 2nd line engineers, through teaching and personal development. The 3rd line support role requires the support of the following technologies/products (in no particular order of proficiency): Microsoft Azure, Azure Virtual Desktop, Intune, Teams, Exchange Online, SharePoint/OneDrive, Azure AD, PowerShell, Server 2016/19, AD, DHCP, DNS, Group Policy, Veeam, Acronis, Barracuda Email Gateway Defence, Exclaimer, Google Workspace, Unifi WAPs, Cisco Meraki (Firewalls/Switches/WAPs), Watchguard, DNS & Domain Management, and general 3rd party software of SME’s - LOB apps, Adobe Creative Cloud, Kofax, Sage 50 Accounts & Payroll.

As part of a team of 6, I'm working in a 2nd line support technician role. I'm responsible for managing Windows and AV updates via our RMM tool (N-Central), as well as backup and recovery within the same platform. For those on Veeam, I've optimised their backups and replications so they follow the 3-2-1 rule and they meet the clients RTO and RPO objectives. I assist managing clients Microsoft Office 365 tenants and ensure they meet our baseline of security policies. I create and amend GPO's to help enforce internal policies and procedures regarding security and conformance. I'm the project lead on improving our documentation, procedures and password management via the use of Passportal. Finally, I assist administering Watchguard firewalls to ensure services can communicate through the network, whilst maintaining strict security protocols.

Working with STV management to identify opportunities for improvement to processes and business operations within our IT systems. Communicating with internal colleagues to understand the needs of departments and the organisation as a whole. Analyse my findings and create suggestions for strategic and operational improvements and changes. Gain agreement from senior management of the best methods of introducing my recommendations to the business, within time frames and within budget. Communicate the benefits of my recommendations across departments and help to address any uncertainty and concern. Support the staff in making the recommended changes with documentation. Ensure plans are made and processes are created to evaluate the impact of the changes made.Continue providing user level support to Office365 related products (Outlook, Excel, Word & Yammer), Winman and PixSell. Configuring new user accounts within Office365 and AD. Managing our IT helpdesk and prioritising cases. Troubleshooting network issues and solving hardware faults. Provide training on new and current systems. Configuring new hardware, including PC's & various Apple devices (iOS and MacOS)

Assisted the IT Technician with various developments across the business. Provided technical support for end users. Provided user level training on daily applications used, including Microsoft Word, Excel, Outlook, Winman (ERP Software) and other computer related skills. Assisted in research of new technologies and software that might be beneficial to the business. Assisted with technical documentation of systems and processes. Monitored and provided support to the sales agents iPad sales app (Pixsell).

Created and managed a collection of product specifications for every product in the STV range. Inspected all incoming goods and various outgoing goods for large shipments, against these product specifications. Maintained an accurate database of product information by collating raw data from an extensive range of STV and own brand products (approx. 500, new and archived). Created forecast documents and recorded data on a weekly basis. Liaised with factories regarding purchase orders and shipping dates as well as sending them updated product specifications.