Infrastructure Analyst with hands-on experience across 1st to 3rd line support and systems administration. Progressed from a Service Desk role to 3rd line support, demonstrating strong troubleshooting skills and a commitment to user satisfaction. Seeking my next challenge to enhance IT support operations, drive efficiency, and deliver reliable, user-focused solutions.
Work Experience
Sling Shot Intergalactic
Los Angeles, CA (Remote)
System Administrator (Freelance)
September 2023 - Present
Implemented Veeam Backup & Replication for 5 servers, leading to a 75% reduction in data loss risk and a 50% improvement in recovery times.
Managed a Hyper-V infrastructure supporting both Windows and Linux servers, optimising resource utilisation and reducing server downtime by 30% through proactive maintenance and upgrades.
Led an onsite server upgrade from Thunderbolt v2 to v3, achieving a 100% increase in file transfer speeds, which improved data accessibility and reduced processing times for critical workflows.
Spearheaded the resolution of third-line support tickets by collaborating with Microsoft and working closely with colleagues to deliver timely and effective solutions, resulting in a 20% reduction in ticket resolution time and a 50% decrease in the overall ticket queue load through improved workflows and resource allocation.
Deployed Nagios XI to monitor infrastructure, identifying and resolving server issues and SSL certificate expiries, reducing downtime by 30% and boosting system reliability by 25% across a 100+ VM estate.
Streamlined deployment time by 30% and improved operational efficiency through standardised VM build processes on Azure and Nutanix, ensuring consistent, compliant, and reliable deployments across the organisation.
Skills:Azure3rd line supportNutanixPowerShellWindows ServerGroup PolicyVirtualisation
IT Service Desk Analyst
October 2021 - October 2022
Developed and implemented a Standard Operating Procedure (SOP) for laptop repairs, cutting turnaround times by 50%, improving service delivery and customer satisfaction.
Delivered EUC support for software and hardware issues, preventing up to 20 weekly escalations and ensuring timely resolution on technical incidents.
Provided 1st-line support for 50+ daily customer queries across phone, email, self-service portals, and Microsoft Teams, maintaining a high satisfaction rate in a 2000+ user organisation.
Skills:Active DirectorySCCM1st line supportExchangeMicrosoft EntraAVDMicrosoft 365Service Desk
Project Experience
London Borough of Waltham Forest
London, UK
Monitoring System Implementation Lead
June 2023
Deployed Nagios XI to enhance system oversight and automate SSL certificate expiry alerts. Led the end-to-end process, including server preparation, Ubuntu installation, Nagios configuration, and integration with Active Directory. Simulated test scenarios to validate monitoring capabilities, ensuring a proactive approach to issue resolution.
Skills:Nagios XIUbuntu ServerBashHP iLOMicrosoft Defender for CloudLinux Server Hardening
Cloud Resume Challenge
June 2023
Developed a personal resume website hosted on AWS, utilising S3 for static site hosting, CloudFront for CDN, and Route 53 for DNS management. Implemented a view counter using DynamoDB for data storage and AWS Lambda with Python for backend functionality.