Profile
Technically versatile IT professional with over three years of hands-on experience in a UK MSP environment, progressing from 1st line support to sole escalation point for hardware and workshop operations. Adept at hardware triage, OS provisioning, certified data erasure, and endpoint management across Windows and Linux. Comfortable owning end-to-end device lifecycle workflows — from fault diagnosis and vendor liaison to certified erasure and redeployment.
Experienced with RMM tooling (N-able N-central), Microsoft Entra ID, and Autopilot/Azure-joined provisioning workflows. Holds Modern Apprenticeships at SCQF Level 6 and Level 8 in IT & Telecoms. Seeking a systems, infrastructure, or IT engineer role where I can apply and expand this experience.
Experience
Kick ICT, Bellshill
Promoted to sole escalation point for all hardware faults and workshop operations, covering the full endpoint lifecycle from intake to redeployment. Responsible for hardware triage, OS builds across Azure-Only/Autopilot/domain-join paths, Blancco certified erasure, global backup policy, third-party repair coordination, procurement, and CRM ticket lifecycle management.
Kick ICT, Bellshill
Responsible for approximately 90% of proactive monitoring duties via N-able N-central and N-sight. Handled email security tickets (Barracuda, FortiMail, M365), backup failure alerts across multiple platforms, and service desk ticket management through the CRM.
Education & Qualifications
- Modern Apprenticeship — SCQF Level 8, IT & Telecoms Kick ICT, Bellshill | 2022 – 2024
- Modern Apprenticeship — SCQF Level 6, IT & Telecoms Kick ICT, Bellshill | 2020 – 2021
- First Aid at Work (FAW) British Red Cross | Valid to Sep 2026
- NQ6 Cyber Security & Networking New College Lanarkshire | 2020 – 2021
- NQ5 Computing & Digital Media New College Lanarkshire | 2019 – 2020
- National 5: English, Administration, Geography | National 4: Graphics Design, Physics, Mathematics