About Me
I am a hard working, dedicated tech enthusiast who has made a career out of solving technical issues, sometimes requiring an out of the box approach. I am a father of three and now that my children are a little older, I'm ready to take on a new challenge in my career.
In my spare time I love to work on my home lab, it's where I experiment with new server technologies. When I'm not in front of a screen, I enjoy long walks along Cave Hill and enjoy role playing table top games with friends to unwind.
Key Skills
Apple Certified
Fully Certified macOS and iOS Repair Technician.
Experience with Apple Business Manager and JAMF deployment.
Command line and shell scripting experience, mostly bash / zsh.
IT Proficient
Experience with Office Suites including Microsoft, Apple and Open Office.
Fluent with modern desktop operating systems including Windows 10/11, macOS and Linux.
Experience with corporate technologies including Active Directory, Entra ID, Intune, DNS, DHCP, NGINX, SSO, VOIP, OpenVPN, Docker.
Customer Focused
Excellent written and verbal communication skills.
Over twenty years customer service experience.
Experience working as an integral part of a small team to achieve a greater goal.
Employment History
- Lead and support a team of Level 1 service desk engineers, ensuring consistent service quality and technical performance.
- Deliver structured training, mentoring and development to enhance team capability and confidence.
- Manage onboarding processes for new employees, ensuring smooth integration into systems and workflows.
- Oversee scheduling, timesheet accuracy and workload allocation to maintain operational efficiency.
- Provide technical support across Windows and macOS environments, resolving hardware, software and network issues.
- Maintain workstations, peripherals and user accounts to ensure stable and efficient daily operations.
- Support system updates, device deployments and troubleshooting of production‑critical equipment.
- Communicate clearly with internal teams to minimise disruption and maintain smooth workflows.
- Diagnose and repair macOS and iOS devices, ensuring accurate troubleshooting and high‑quality technical outcomes.
- Provide clear, customer‑focused support, guiding users through solutions and managing expectations effectively.
- Coordinate with Apple’s European repair centre for complex repairs, replacements and escalations.
- Train and mentor new team members, supporting their development in technical skills and customer service standards.
- Support data transfer, recovery and cross‑platform issues, including Windows compatibility with Apple software.
- Handle inbound and outbound customer enquiries, providing clear information on insurance products and policy options.
- Identify customer needs and recommend suitable cover while ensuring compliance with FCA regulations.
- Process applications, renewals and amendments accurately to maintain policy integrity and customer satisfaction.
- Deliver a professional, customer‑focused service that supports retention and contributes to team sales targets.
- Lead a team of 25 help desk staff, providing guidance, coaching and day‑to‑day operational support.
- Deliver onboarding and training for new hires, ensuring consistent service standards and technical capability.
- Manage scheduling, payroll checks and performance monitoring to maintain team efficiency and accuracy.
- Oversee quality assurance processes, reviewing interactions and ensuring compliance with internal policies.
- Provide hands‑on technical support, including equipment setup, troubleshooting and deployment for internal users.
- Install and configure Windows 2000 and 2003 servers, including virtual machine deployment and maintenance.
- Respond to incoming calls from internal users, providing first‑line technical support and issue resolution.
- Provision and enrol IT equipment for office and remote use, ensuring correct setup and compliance.
- Manage physical site security processes, including badge printing, access control and identity verification.
- Maintain security‑critical applications such as firewalls, email filtering, proxy systems and antivirus platforms.
Education
- A* French
- A Spanish
- B Geography
- B Physics, Chemistry, Biology
- B Maths
- C English, Literature
- A French
- B Spanish
- C ICT
- C Geography
- A French
- B Spanish
- D Geography