I am a Senior EUS Engineer specialising in Microsoft 365 management, endpoint optimisation, and end-user productivity.
I have extensive experience supporting large-scale device estates, resolving complex Tier 3 software and hardware issues, and improving service quality through clear technical documentation.
My background includes endpoint management with SCCM/MECM, operating system deployment, and identity management using Active Directory and Microsoft Entra ID.
I have worked across service desk, second line, and senior escalation roles, where I focused on incident resolution, SLA adherence, and efficient queue management.
I enjoy creating practical documentation and knowledge articles that help teams resolve issues faster and reduce repeat incidents.
I am looking for opportunities where I can continue to support modern workplace environments, improve device performance, and contribute to reliable IT operations.
Maintaining, deploying, and optimising Microsoft stack services across a global device estate. Resolving complex Tier 3 software and hardware escalations, supporting over 6000 devices, monitoring incident and request queues, and documenting technical processes.
Provided tier 1 technical support and incident management for clinical, operational, and corporate staff. Logged, categorised, and triaged incidents, delivered remote support, configured Conditional Access, MFA, and SSPR, and created knowledge documents for the team.
Delivered advanced technical support as the escalation point for the Tier 1 Service Desk. Diagnosed and resolved hardware, software, printer, and server incidents, maintained SLA compliance, and authored technical fixes and process documents.
Acted as a technical lead for the 1st line team, providing deskside support and assistance with complex incidents. Supported call and email handling to SLA targets, published process documentation, and helped improve first-contact resolution.
Higher National Diploma, Electrical Installation
City & Guilds Level 2 Diploma in Electrical Installations (Buildings and Structures) (2365-02).
GCSEs, General Education
8 GCSEs graded A to C, including Maths A and English A.
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