🧑 About Me

IT professional with a strong background spanning 2nd/3rd Line Support, Technical Lead, Implementation Engineer, and System Administrator roles. Known for adaptability, precision, and thriving in complex environments. Specialized in administering enterprise platforms, managing endpoints, and delivering robust support across cloud and on-prem environments. Passionate about learning, evolving with tech, and improving user experience.

💼 Experience

• Career Break – Caregiving (2022–Present)
  • Family Caregiving.

• System Administrator III EMEA - Centric Software (2020–2022)
  • Managed day-to-day IT operational tasks, including monitoring Jira service desk, Jira administration, endpoint management with Intune, asset tracking, device procurement.
  • Collaborated with HR and external suppliers on employee account and device lifecycle management, including device procurement and delivery.
  • Partnered with vendors and suppliers for device procurement.
  • Administered Okta environment, managing user and group provisioning, deprovisioning, and lifecycle management.
  • Administered and supported Microsoft 365 environment including Identity Management, mailbox administration, distribution lists, groups, SharePoint, OneDrive, Intune and many more.
  • Enforcing conditional access policies.
  • Provided technical support for hardware and software installations, upgrades, and configurations.
  • Utilised procurement processes and vendor relationships for device procurement.
  • Created and implemented PowerShell scripts to automate administrative tasks.

• Technical Lead / 2nd Line Engineer / 3rd Line Engineer / Systems Administrator / IT Project Support - Teladoc Health UK (2018–2020)
  • Supported projects by acting as the UK technical implementation lead.
  • Served as systems administrator for business-critical information systems.
  • Administered systems, including Azure AD, Office 365, SharePoint, Exchange, Intune, and managed user licensing.
  • Was responsible for the security, updating, and patching of corporate devices and applications.
  • Carried out configuration, modification, upgrading, and testing of public-facing mobile applications and web portals.
  • Identified, recommended, and implemented changes to technology systems to improve capacity and performance and address potential risks, as agreed with internal teams, customers, clients, or other stakeholders.
  • Provided high-level and high-quality technical support, utilising effective problem-solving skills, to all users connected to the IT environment, using diagnostic tools and fault-finding techniques to identify root causes.
  • Resolved technology faults where feasible or recommended appropriate solutions, often deciding on the best solution from a range of possibilities and describing the implications to various stakeholders.
  • Undertook the configuration, documentation, and integration of new and existing technologies, such as KACE SMA, Microsoft Intune + Autopilot, and Google Workspace.
  • Collaborated with global IT teams to resolve complex technical faults, escalating and engaging with global infrastructure teams when necessary.
  • Assisted in achieving the Cyber Essentials Certification for the business.
  • Tracked, maintained, and managed IT assets and oversaw onboarding and offboarding of user devices and enrollment into Intune MDM.
  • Administered cloud Webphone solutions, including Masvoz and Genesys, for customer service and clinical agents.
  • Monitored and secured the IT estate remotely using antivirus solutions and endpoint management tools, including CrowdStrike, KACE SMA, Windows Defender, Microsoft Defender, and Intune.

🔧 Core Technical Skills & Platforms 🌐

💻⚙️ Operating Systems & Endpoints

• Windows 10/11: lifecycle management, OS deployments, autopatch, security updates, policy enforcement, technical support, device management.
• Mac & Linux: Support and Management using Mosyle and Intune.
• Virtual Desktops: Supporting and administering AVD, Citrix, and VDI environments.
• Full hardware lifecycle support – Imaging, deployment, delivery and troubleshooting (BYOD & corporate).

☁️🗂️ Cloud & Directory Platforms

• Microsoft 365: Administering Exchange, Teams, SharePoint, OneDrive, Intune, license & role assignments, conditional access, MFA, compliance policies.
• Azure AD (Entra ID): Managing users, groups, roles, security groups, enterprise app integrations.
• Google Workspace: Administering users, groups, shared drives, Chrome policies, security settings, and mobile management.
• Salesforce: User provisioning, profile/role management, permissions, reporting.
• Intune: Compliance policies, app deployments, Autopilot, mobile enrollment for iOS & Android.
• Google Cloud/Azure: Light admin exposure with identity integration, VMs, IAM setup.

🖧🛠️ IT Infrastructure & Tools

• AD, Group Policy, Intune, SCCM, KACE SMA, Citrix Workspace, VMware
• Windows & Linux server management
• Networking: Setup and support of APs, switches, routers, Cisco IP phones

👥🛡️ Identity & Security

• IAM: Okta, OneLogin, MyApps (user/app/group permissions, MFA)
• Cybersecurity: Microsoft Defender for Business, endpoint policies, Cyber Essentials implementation
• Monitoring: CrowdStrike, Sophos, Pulseway, Windows Defender

🛠️🎫 IT Support, Assets & ITSM

• 1st–3rd Line Support: Windows, apps, healthcare systems (SystmOne, PACS)
• Remote Access: RDP, LogMeIn, AnyDesk, TeamViewer, Slack
• Asset Management: FreshService, ServiceNow, JIRA, KACE SMA