Introduction
Dynamic IT Support Engineer with 10+ years of expertise. Following a planned career break dedicated to advanced technical upskilling, I have recently achieved CompTIA Tech+ and Oracle Cloud Infrastructure (2025) certifications. I am now seeking to leverage my extensive background in enterprise endpoint management and my new cloud-native competencies in a challenging technical role.
Core Competencies
Azure & M365
Active Directory
Cisco Meraki
PowerShell
VMware
ITIL V3
Professional Experience
Senior IT Service Desk Analyst | Entain Group
2013 - 2023- Provided first-line IT support for retail betting systems, including OpenBet EPOS and legacy Omnia EPOS terminals, ensuring minimal downtime for high-volume betting shops.
- Delivered first- and second-line support to end users within a fast-paced Windows environment.
- Logged, tracked, and resolved incidents and service requests using the ServiceNow service management platform.
- Supported hardware devices including corporate mobile phones, iPads, laptops, and peripherals such as printers.
- Managed OS updates and software deployment via Microsoft Endpoint Configuration Management.
- Troubleshot software and hardware issues, escalating complex problems when required.
- Configured and optimized Cisco Meraki networks, including firewalls and wireless access points.
- Provided expert support for Microsoft 365, Teams, VPN, and MFA for all staff, including VIPs.
- Created and maintained knowledge base articles and technical documentation.
- Utilized PostgreSQL for troubleshooting application issues and access logs.
Certifications
- ITIL V3 Foundation (2019)
- Network Engineering Level 3 (2022)
- Microsoft Azure Fundamentals (2023)
- CompTIA Tech+ Certification (2025)
- IT Customer Support Basics – Cisco (2025)
- Generative AI Masterminds – Outskill (2025)
- Oracle Cloud Infrastructure Certified Cloud Associate (2025)