Resume

As a Senior Technical Operations Engineer I retain the responsibilities of a Technical Operations Engineer while also owning projects, developing onboarding, creating cross-training processes and documentation, and running training sessions.

Troubleshooting and resolving tickets escalated to Tier 3 Support while maintaining SLAs for updates and resolutions. I identified bugs, system issues and database issues for Development, System Engineering and Database Administration teams. I also managed communication for critical and client-impacting events across Support, client servicing teams and public status websites, while working closely with System Engineers on the Azure production environment.

Responsible for monitoring and maintaining company computers, mobile devices and networks. I installed and configured systems, diagnosed hardware and software faults, solved technical problems by phone and face to face, owned projects and deadlines, and managed the mobile phone contract including new devices, connections, number porting and tariff checks.

As an IT Support Administrator I had a broad range of responsibilities. One of the main roles was first-line support, responding to tickets raised through the helpdesk and resolving technical problems with meeting rooms throughout the office.

I was mainly responsible for hardware problems ranging from keyboard replacements to more complex motherboard replacements on laptops and desktops. I enjoyed the problem-solving and customer-facing aspects of the role, helping people and offering tutorials on new products and software. I regularly supported the day-to-day running of the workshop and helped manage it during the owner’s absence, ensuring business continued normally and customer expectations were met.