Employment History

EmployerDatesJob Role
San-iTApril 2022 – PresentLead Internal System Engineer
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San-iTJan 2019 – April 2022Managed Services Team Lead
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San-iTMay 2018 – Jan 20191st / 2nd Line Technician
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Sequre Property Jan 2016 – May 2018IT Support Technician
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AHS Ltd2014 -2016Electrician
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Builder / Apprentice Electrician2006 – 2012MTP Property Solutions
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L’Oreal2005 – 2006Transport Supervisor
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L’Oreal2004 – 2005Office Administrator
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Excel Logistics2002 – 2004Project Coordinator
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Excel Logistics2000 – 2002Stock Controller
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Wincanton Logistics1996 – 2000Modern Apprenticeship
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Lead Internal System Engineer – San-iT

April 2022 – Present

Working with a team of three other Project Engineers my role is split between Project Delivery, ConnectWise development, internal systems development, and 3rd Line Escalations.

Once a customer has signed their contract or accepted a project proposal, the project is passed to one of us on the Project Delivery Team and will take the lead going forward.

  • Office 365
    • Tenancy Creation,
    • Domain Setup,
    • Mail Migration
    • Deployment
    • End user Training
  • Server Migration
    • Spec’ing of current infrastructure.
    • Creation of Virtual infrastructure in Azure
    • Migration of VM’s to Azure
    • Testing, Documentation and Switchover
    • End User Training
  • SharePoint
    • Site Creation
    • Permissions Configuration
    • Data Migration
    • End user Training.
  • Intune/Autopilot
    • Setup
    • Deployment
    • End user training.
  • Taking the lead on projects to ensure timely completion and within budget.
  • Liaising with the customer.
  • Initial talks with the customer to put together a project plan setting deadlines and milestones where needed.
  • Creating a central tracker and tickets in the system.
  • Completing tasks ourselves or sharing them out to the best person on the team.
  • Creation of all documentation for customer and internal.
  • Training of end users, as well as San-iT Techs.
  • After Action Reviews for projects.

The initial ConnectWise implementation was split into five separate projects, I was responsible for managing the consultancy hours and then migrating existing data, development and configuration of the systems and creating the procedures and training documents needed to get the most out of the new packages. A primary focus was minimising any negative effects on each department at San-iT as well as the customers.

Now the bulk of the ConnectWise projects are finished I am starting to look at how San-iT can best use the Microsoft Suite of apps, this will involve research and development as well as looking at how we use Microsoft across all areas of the business, SOP creation and deployment and the relevant training that will be needed as a result.

I am also continuing to help deliver customer facing projects and be an escalation point for the wider tech team as I did in my previous role as Managed Services Team Lead.

  • Migration from our internal systems to the ConnectWise Suite of tools.
  • Initial implementation, testing, development, training, and deployment of:
    • ConnectWise Unite.
    • ConnectWise Sell.
    • ConnectWise Manage.
  • Continued development of ConnectWise Suite.
  • Research into new features and how they can be implemented into our workflow.
  • ConnectWise Automate – Testing, Deployment and Training.
  • ConnectWise Control – Testing, Deployment and Training.

Research, Development and Testing of new technologies that we can leverage as product offerings or make our improvements to our internal processes.

  • Updating of Technical SOP’s throughout the business.
  • Research and Development of new products and services.
  • Working towards the Cyber Essentials Plus certification.
  • Ensuring San-iT is using best practices for GDPR Compliance.

I use my depth of knowledge and skill set to resolve any issues that are escalated to the 3rd line team.

  • Escalation point for the Techs on the service desk.
    • Handling P1’s.
    • Liaising with customers and 3rd parties, as necessary.
    • Coaching and training where needed.

Managed Services Team Lead
working at San-iT

Jan 2019 – April 2022

My Role was split between three primary areas Team Lead Duties, Project Delivery and Training and Coaching.

I was responsible for the day to day running of a Team of 6 Engineers,

  • 4 1st/2nd Line Techs
  • 1 3rd Line Engineer
  • 1 Apprentice
  • Facilitation of daily “Huddles” to discuss issues and provide a sounding board for any issues and a chance for the team to speak up about anything.
  • Resource management, Shift rotas holidays, site visits etc.
  • Facilitation of training and coaching sessions.
  • Serving as an escalation point for all issues.
  • Managing P1’s and critical outages.
  • Liaising with difficult customers and 3rd parties.
  • Logging of KPIs including Time Logged, Calls answered, SLA and NPS Scores reporting these to management once a month.

Responsible for all aspects of training for the team. Internal coaching (our systems and procedures) and external certifications required as needed for the business, Microsoft, Google, ConnectWise, Sophos etc. I was responsible for helping facilitate time for the team members to have time out from the helpdesk to complete this training as required.

  • Regular 1:1 meetings with team members, Performance reviews etc.
  • Updating of central skills matrix.
  • Coordination of Training and Coaching sessions.
  • External training courses.

I was responsible for running the projects once the account manager agreed them and signed off the financials with the customer.

  • Office 365
    • Tenancy Creation,
    • Domain Setup,
    • Mail Migration
    • Deployment
    • End user Training
  • SharePoint
    • Site Creation
    • Permissions Configuration
    • Data Migration
    • End user Training.
  • Intune/Autopilot
    • Setup
    • Deployment
    • End user training.
  • Onboarding of customers into the San-iT infrastructure:
    • Data gathering.
    • Infrastructure diagrams, and documents for the service desk.
    • Deployment of the San-iT suite of apps ConnectWise Automate Agent, ConnectWise Control and Sophos Intercept X Endpoint / Server
    • Handover and Training of the Service Desk.
  • Taking the lead on projects to ensure timely completion and within budget.
  • Liaising with the customer.
  • Initial talks with the customer to put together a project plan setting deadlines and milestones where needed.
  • Creating a central tracker and tickets in the system.
  • Completing tasks ourselves or sharing them out to the best person on the team.
  • Creation of all documentation for customer and internal.
  • Training of end users, as well as San-iT Techs.
  • After Action Reviews for projects.

Around march we had a slight reorganisation of the managed service teams and separate Projects Team assembled, Due to my work on implementing ConnectWise Automate and Control I was offered a place on the Projects team and a promotion to Lead Internal Systems Engineer.

1st / 2nd Line Technician
working at San-iT

May 2018 – Jan 2019

Day to day duties involved performing general IT support to our teams assigned 40 customers. Tasks range from simple password resets, and adding printers to more complicated tasks like editing GPOs or expanding VHDs on a hypervisor.

Logging all time spent in tickets on our help desk to help with accurate billing of customers.

We also performed weekly proactive checks, on backups, risky sign-ins, AV and RMM instals, contacting customers where necessary to ensure the integrity of data, and the safety of their network and users.

  • First and Second Line support for 2000 users over 40 companies.
  • Answering Support Calls and Responding to Tickets sent in to the helpdesk system.
  • Creating users and assigning licences.
  • Adding / Removing from Distribution Lists
  • Adjusting permissions , giving access to Shared Mailboxes
  • Giving Access to SharePoint Sites and Libraries
  • Procurement of Tech for Customers, Peripherals, Printers, Laptops and Desktops
  • Install and configure of new Windows devices along with customer specific software
  • Creation of VDI’s using existing golden images
  • Configuring the VDI to Customers specification

IT Support Technician working at
Sequre Property Investments

Jan 2016 – May 2018

My day-to-day duties included providing IT Support to 150 users over eight sites, Sale, Deansgate, Monton, Liverpool, Costa Del Sol, Costa Blanca North, and Costa Blanca South. Calls and Emails are logged on to Salesforce then any help is provided, we use a variety of tools TeamViewer is our go to application for remote support especially for the Spanish offices.

I am responsible for the procurement of all technology, a request will come to me via the IT Support mailbox, a manager will verify this, I will then get quotes and pass to accounts for payment processing. When the device arrives, I will install and configure the device accordingly.

I have been involved in the setup of three offices to date, Due to my background in the building industry I am able to effectively liaise with electricians and data engineers, I have procured and installed all the Data Cabinets, PCs and TVs as well as setting up VPN connections and commissioning a connection to the Avaya Phone Network.

  • First Line Support for 150 users spread over eight sites.
  • Asset procurement and configuration.Desktops, Laptops, Mobile Phones, Avaya Desk phones, Networking Equipment.
  • Creation and setup of new Users on Windows.
  • Active Directory, Office 365, Exchange Email Address, Software Install.
  • Telephone, Deskside and remote assistanceTeamViewer, Remote Support, and command line (SSH via Putty)
  • Hardware problems (diagnosis and repair).
  • Maintenance of server, desktop PC’s and antivirus software.
  •  Avaya IP Office setup and maintenance.Creating Users, Creating Extensions, Creating Groups, DDI Allocation.
  • Click to Dial instals (Linked through Salesforce)
  • Setting up VPN Access as required (Company Laptops)
  • Creating and Maintaining a Collection of user Instructions

Office Manager / IT Support working at Alternative Heat Solutions Ltd

2014 – 2016

I set up the entire admin side of the business. I installed and maintained an eight-pc network with a server. I set up all the admin procedures and implemented a computerised system “The System” that we used for Quoting, Job Management, Stock Control, and Invoicing.

Staff management was a big part of my role as well as 1st, 2nd and 3rd line support. I was responsible for all the HR issues like customer complaints and disciplinary procedures.

As part of my marketing remit, I was responsible for the digital design and printing of all advertising materials including leaflets, billboards and vehicle signage using a variety of printers including a large format printer. I was responsible for installation of the printers and software as well as staff training on Wasatch SoftRIP.

  • Asset procurement and configuration (Including mobile phones & tablets).
  • Active directory maintenance.
  • AutoCAD drawings for customer quotations.
  • Creation and maintenance of a customer database for call logging, quoting and invoicing.
  • Database management, SQL queries and report generation.
  • Desk side and remote assistance (TeamViewer. VNC and command line).
  • Hardware problems (diagnosis and repair).
  • Leaflet, banner, and vehicle graphics design.
  • Maintenance of server, desktop PC’s and antivirus software.
  • Mail Chimp mail shots, creation, and publication of newsletters.
  • Website maintenance, advertisements, and SEO.
  • Assigning work to staff members, route logging and vehicle planning.
  • Building Control Submission.
  • Budget management.
  • Day to day upkeep of office including stationary orders.
  • Ensuring compliance for professional bodies, including rectification of non-compliance items.
  • Face to face customer interactions.
  • Manage any HR issues, disciplinary action, and customer complaints.
  • Professional body registration and maintenance, MCS, NAPIT, Gas Safe and FMB
  • Staff development, appraisals, and training.
  • Vehicle maintenance, replenishing stock, MOT, insurance, and road tax.
  • Updating and maintenance of showroom equipment.
  • ISO9000, NEBOSH and Risk assessments.

Electrician working at
Alternative Heat Solutions Ltd

2012 – 2014

Working as an electrician for a small heating firm.

  • Installation of electrical systems, both domestic and commercial.
    • Wiring of lighting and power for conservatories and kitchen rewires
    • Power and heating controls for Boiler installations.
    • Full rewires and additions to existing installations.
    • Fault finding, quotation and customer interaction.
    • Inspection and testing.
  • Stock procurement and van maintenance.
  • Sign off of Part P certified domestic building work.

Builder/Apprentice Electrician working at MTP Property Solutions LTD

2006 – 2012

General labourer and training in electrical works, chasing out of sockets and running wires 1st fix, then working up to 2nd fix and commissioning of electrical systems once i gained my part P qualification.

  • Customer quotations.
  • Labouring for electricians and plasterers.
  • 1st fix of electrical systems
  • Stock procurement and van maintenance.
  • In 2010 I gained my Part P qualification for Domestic installation.
  • 2nd fix and commision of electrical systems.

Transport Supervisor working at
L’Oreal Trafford Park

2005 – 2006

Working in the transport department preparing and checking of paperwork prior to dispatch.

  • Scheduling and booking of trailers.
  • Liaison with haulage companies and customers to ensure timely deliveries of L’Oreal stock.
  • Working with warehouse and loading bay staff to ensure stock accuracy.
  • Compiling of customer paperwork

Administrator working at
L’Oreal Trafford Park

2004 – 2005

General admin tasks, producing of work tickets for warehouse staff to pick and pack customer orders.

  • SAP System, configuration, and maintenance.
  • Implementation of administration and warehouse systems.
  • Staff training.
  • Day to day running of the department.

Project Coordinator working at
Excel Logistics, Stakehill Industrial Estate Middleton

2002 – 2004

Deploying the ROWSE warehouse management system and configuration of SAP, Staff training and SOP creation for best warehouse practices.

  • SAP System, configuration, and maintenance.
  • Racking configuration.
  • Customer Meetings.
  • Tendering for new contracts.
  • Secondment to Sheffield for “Adidas” Contract and Dumfries for “Room 2” contract
  • Headhunted by L’Oreal

Stock Controller working at
Excel Logistics, Steakhill Industrial Estate Middleton

2000 – 2002

Random stock checks, stock replenishment and processing of “Late Picks”

  • Responsible for stock accuracy.
  • Stock takes.
  • Allocation of warehouse space.

Modern Apprenticeship working at
Wincanton Logistics, Steakhill Industrial Estate Middleton

1996 – 2000

Time in each department learning about the logistics industry, spending one day a week at collage to study for an NVQ Level 2 in business studies.