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
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Jun 2023 – Present
Technical Workshop Engineer
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.
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Nov 2022 – Jun 2023
1st Line Support Technician
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
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Nov 2022 – Apr 2024
Modern Apprenticeships — SCQF Level 6 and Level 8, IT & Telecoms
Kick ICT, Bellshill
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2020 – 2021
NQ6 Cyber Security & Networking
New College Lanarkshire
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2019 – 2020
NQ5 Computing & Digital Media
New College Lanarkshire
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National 5 and National 4
National 5: English, Administration, Geography. National 4: Graphics Design, Physics, Mathematics.
Get in touch
Email is the quickest way to reach me, or connect on LinkedIn. My CV is available on request.