Head of Service Delivery

Oct 2022 – Present

Senior Lead IT Engineer

Jun 2021 – Oct 2022

IT Support Engineer

Nov 2020 – Jun 2021

Infrastructure Technician Apprentice

Aug 2018 – Nov 2020

Hive Communications Ltd | Salisbury

• Successfully managed various projects and delegated responsibilities to team members while responding to escalated queries
• Deployed, maintained, and managed in-house servers, hosted solutions, and VMs, providing ongoing internal support with professionally documented guides and wikis for team members
• Spearheaded the successful implementation of IT Glue, a leading cloud-based documentation platform for IT professionals, seamlessly migrating the entire documentation base and database into the platform
• Enrolled and deployed various services, including Datto RMM, IT Glue, Datto SaaS, Malwarebytes Endpoint Protection, UniFi Hosted Controller, Threatlocker, DarkWeb ID domain monitoring, and Horizon VoIP, as part of our partnership agreement
• Scoped, configured, deployed, managed, and supported a diverse range of clients and broadband services and business network environments, leveraging expertise in DrayTek hardware and functional capabilities
• Managed and supported our RMM solution, automating rectification of common issues and updates using custom policies and scripts developed
• Generated proposals for new and existing clients, securing regular sales for the company and bringing in new business
• Project-managed onboarding and deployment jobs, delegating work to colleagues and managing timeframes for required work
• Actively attended MSP partner events, broadening knowledge of core products on the market and gauging their direction
• Directed and managed support agents effectively, developed internal business and customer processes, led the company and clients through Cyber Essentials and Cyber Essentials Plus certification, and oversaw disaster recovery rollback.

Bartender

Mar 2017 – Aug 2018

The Old Ale & Coffee House | Salisbury

• Maintaining a high level of attentiveness and awareness to promptly greet and seat incoming customers and provide excellent service
• Expertise in keg and barrel replacement and ensuring that the bar area was fully stocked for efficient service
• Conducting regular stock checks and replenishment to ensure that inventory was kept up-to-date and fully stocked
• Featuring on the company’s social media accounts to assist with promoting the latest offers and menu items to increase customer engagement
• Certifying myself with Star Pubs & Bars qualifications and certifications to enhance my skills and ensure my competency in the role.

Spa Receptionist

Apr 2016 – May 2017

Lime Tree Spa | Salisbury

• Answering incoming calls from customers and partner companies with a professional and friendly demeanor
• Taking customer bookings through various channels including online, phone, and email communications
• Ensuring the accuracy of till balances and managing float check-ins
• Managing the company’s social media presence, including scheduling social media posts and engaging with online followers
• Keeping the refreshment area fully stocked, including refilling the citrus water dispensers and other refreshments to ensure a welcoming and comfortable environment for customers.

Waiter / Head Bartender

Jun 2014 – May 2017

Milford Hall Hotel | Salisbury

• Responsible for function room setup, room service, and serving food and beverages in the hotel restaurant
• Assisted with reception cover and basic knowledge of hotel booking and check-in processes
• Managed stock tracking, replenishment, and till management
• Trained new staff and provided guidance and direction to newer employees