Enterprise IT since 2008.

Oct 2024 — Present

London

Lockton

IT Service Delivery Analyst

Enterprise service delivery role administering Entra ID, Intune and Microsoft 365 across a 2,000–2,500-user estate spanning Lockton's UK, Bermuda and European offices, with Azure, Active Directory and Citrix troubleshooting alongside.

• —Administer Entra ID and Intune across the estate: identity and device administration, MFA and Conditional Access troubleshooting, device removal and re-enrolment, and mobile passcode resets.
• —Provision new and reimaged Windows endpoints through Windows Autopilot, using PowerShell to import hardware hashes into Intune where devices are missing from the tenant.
• —Remediate cybersecurity-flagged devices remotely with PowerShell and ControlUp remote shell without disrupting the user's session, typically 5–10 devices a week.
• —Own the sFTP platform following an audit that grew into ongoing product ownership, and lead the out-of-warranty endpoint refresh.
• —Coordinate with the infrastructure and security teams on escalations and changes.
• —Troubleshoot Azure, Microsoft 365, Active Directory and Citrix issues across identity, endpoint and access workflows.
• —Resolve around 30 incidents and 10–15 requests weekly at 95%+ SLA, including new-hire onboarding across UK and EU sites.
• —Team go-to for Mac deployment and troubleshooting.

• Entra ID
• Intune
• Windows Autopilot
• Azure
• Microsoft 365
• Active Directory
• PowerShell
• Citrix

Aug 2023 — Mar 2024

Remote

Smartsheet

Technical Support Specialist

SaaS technical support across customer incidents, integrations and platform behaviour.

• —Handled around eight cases daily across new and in-progress customer threads.
• —Investigated complex product behaviour and customer-facing issues for individual and SMB accounts.
• —Worked cross-functionally with engineering and internal stakeholders.
• —Delivered CSAT-tracked support in a fast-paced remote environment.

• SaaS
• Technical Support
• Integrations
• Customer Operations

Sep 2022 — Apr 2023

London

AEG Europe

Senior Technical Support Engineer

Senior technical support covering approximately 1,500 users across AEG Europe's London sites, smaller offices and venues.

• —Supported infrastructure, endpoint and Entra ID identity systems.
• —Administered Exchange Online user and shared mailboxes.
• —Used SQL to query and edit corporate intranet backend group and membership records.
• —Worked closely with network, security and infrastructure teams.
• —Resolved escalations involving devices, access, collaboration tools and services.

• Entra ID
• Exchange Online
• SQL
• Endpoint Support

Aug 2019 — Mar 2022

Dubai

Gartner

Technical Support Region Lead

Regional escalation and service-quality role covering approximately 200 users across six EMEA sites in four countries.

• —Primary escalation contact for users in Dubai, Abu Dhabi, Riyadh, Doha, Johannesburg and Cape Town, resolving issues escalated from first-line support.
• —Coordinated support standards, service quality and stakeholder relationships alongside other regional leads across the wider EMEA office network.
• —Supported the transition to full-time home working during the pandemic by coordinating delivery of home-office equipment.
• —Managed sensitive equipment offboarding for around 30 departing colleagues during pandemic-related redundancies.

• Regional Support
• Escalation Management
• Stakeholders
• EMEA

Jan 2017 — Jul 2019

London

Gartner

Second Line Support Specialist

Second-line enterprise support for around 300 London users with additional support across European offices.

• —Administered Okta for SSO and user/group management during company-wide SSO adoption.
• —Administered Exchange Online and on-premises mailboxes.
• —Resolved escalated hardware, software and access incidents.
• —Supported EMEA office migrations on-site, including weekend IT setup and day-one connectivity troubleshooting.
• —Completed two Dubai office visits before later promotion into the Region Lead role there.

• Okta
• SSO
• Exchange
• Identity
• Second Line Support

Aug 2014 — Dec 2016

London

CEB, now Gartner

Global Service Desk Technician

Global first-line support in a follow-the-sun service desk environment.

• —Handled around 12 incidents daily, excluding tasks, service requests and onboarding work.
• —Consistently worked within SLA targets with minimal breaches.
• —Used HP Service Manager to log, manage and track support activity.
• —Built relationships with European office managers through regular on-site visits.

• Service Desk
• HPSM
• SLA
• Global Support

2008 — 2013

London

Lynx Technology / BT Engage IT at PwC

Migration Engineer

Large-scale endpoint deployment and Windows migration work for PwC.

• —Deployed approximately 1,800–2,000 devices each summer from 2008 to 2011 for PwC graduate intakes.
• —Completed a five-month night-shift Windows migration in 2012 at around 15 devices per night, totalling approximately 1,500+ devices.
• —Completed a subsequent night-shift device upgrade migration project in 2013 at a similar scale and cadence.

• Windows
• Migration
• Deployment
• Enterprise Endpoints