Remote and deskside support for Windows 11, laptops, docks and phones. Entra ID (password resets, MFA, security groups), Intune, Exchange Online, SharePoint permissions. Brokerage kit: Epic, Acturis, MiCollab, Mimecast. Tickets live in Freshworks.
For a hiring manager with a minute
Keeping a high-volume queue moving without going silent on the user. Showing new starters the job instead of doing it for them. Building the ITSM process when the off-the-shelf one does not fit. Staying useful when someone is already angry — most people just want the thing fixed, and not to be treated like they are the problem.
Howden since May 2024. Infrastar before that — Salesforce, FreshService, meeting-room AV, NVIDIA DGX demos. Three years of Linux and Windows server support at IONOS. Service desk at Claranet. Earlier: APCOA complaints and a three-month Lloyds mortgage contract.
- 30–40 tickets a day and still mentoring on the same shift
- ITSM built in-house at Infrastar when vendors could not deliver the workflows
- LVM, Plesk, Linux and Windows from the IONOS years, not only desktop support
- Mental Health First Aider (2023) and AWS Partner Accreditation (2022)
Work
Click a role for the full notes. Filters narrow it to support, servers, ITSM or mentoring.
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High-volume 1st/2nd line for a UK insurance broker. About 30–40 tickets a day, so you pick what matters and keep people updated.
I took a pay cut to come back to first line at Howden. Infrastar was quieter than I like, and I would rather have a full day and get through the queue.
- Average 30–40 tickets a day in Freshworks, consistently among the faster resolvers on calls and close-out.
- Remote diagnosis with Quick Assist, TeamViewer and RDP; deskside when I am in. Windows 11, laptops, docking stations, mobiles, Microsoft 365 apps (Word, Excel, Outlook).
- Entra ID: password resets, MFA/2FA prompts, security group membership. Intune for device compliance. Exchange Online for mailboxes, forwarding, out-of-office and signatures. SharePoint site and library permissions.
- Day-to-day support for brokerage systems — Epic and Acturis — plus MiCollab and Mimecast.
- Remote mentoring: screen-share, talk the new starter through the fix, then let them drive.
FreshworksEntra IDIntuneExchange OnlineSharePointEpicActurisMimecastWindows 11
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WordPress sites and Plesk/Linux hosting for small UK businesses, run alongside my employed roles.
- Design and build WordPress sites, then keep them hosted: updates, daily backups, mail, SSL.
- Plesk on Linux — the same stack I supported for other people’s servers at IONOS, now for customers of my own.
- IONOS partner. Public note from a client on that listing: fast to reply, built them an interactive site, would use again.
WordPressPleskLinuxSSLIONOS Partner
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I rebuilt Salesforce and FreshService to match how the company sold and supported kit, and ran technical demos including NVIDIA DGX.
- Sole point of contact for a new AI solution: suppliers, customers, internal teams. No sales manager in the chair for a stretch of it.
- Rebuilt Salesforce around real quoting, purchasing and case work rather than a dumping ground for Excel attachments. FreshService was customised in-house because the vendor build could not do the dynamic workflows we needed.
- Designed, diagnosed and repaired office AV and meeting rooms — projectors, speakers, conferencing mics — and wrote the support docs from scratch.
- Technical demos for Thinklogical and NVIDIA DGX. Trained a new sales manager on internal process and CRM.
SalesforceFreshServiceNVIDIA DGXThinklogicalAVProcurement
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Short, useful stint on a proper MSP desk: networks, servers, Microsoft 365, phone systems.
- Business customers — infrastructure, servers, Microsoft 365, telephony.
- Owned cases raised through the customer panel. Called back when the ticket was thin. Kept people updated instead of going quiet.
Microsoft 365NetworksServersTelephony
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Three years on Linux and Windows hosting. LVM extensions, Plesk, angry billing tickets, and sitting next to the new person until they could take a live call.
- Linux and Windows: server configuration, Plesk, LVM extension, the jobs that are easy to describe and easy to get wrong.
- Mentored new starters with shadowing and reverse-shadowing, side by side, until live support was safe.
- Wrote customer-facing guides — standing up websites, extending server storage — so the next person did not have to invent it.
- Billing and account problems as well as technical ones. Retention is a support skill.
LinuxWindows ServerPleskLVMMicrosoft 365
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Complaints, compensation decisions, GDPR, and the kind of phone call where the other person has already had a bad morning.
- Full case lifecycle on phone and ticket. Assessed and authorised compensation when it was the right call.
- De-escalation was most of the job. GDPR and security verification on every record.
- Customer Awareness training — spotting and supporting vulnerable customers.
GDPRTelephonyComplaints
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Mortgage rectification. Process maps, security checks, and first-line complaints.
- Telephony on a mortgage rectification project. Multiple systems, scripted process, GDPR verification before anything else.
- First-line complaints. Compensation decisions when the file justified them. Same Customer Awareness training as later at APCOA.
GDPRTelephonyProcess
Skills, and where I used them
Pick a skill. I will tell you which jobs it showed up in, and what that looked like.
ITSM & the desk
Microsoft 365 & identity
Infrastructure
The rest of the job
Education and certificates
- Mental Health First Aider 2023
- AWS Partner Accreditation, Technical 2022
- Forensic Computing Level 3 BTEC Gloucestershire College, 2017 · MMP (Merit, Merit, Pass)
- GCSEs including Maths and English Churchdown Academy, 2015 · 1 A, 3 Bs, 2 Cs, 1 Merit, 1 Pass
Off the clock
I grew up in foster care. That is part of why I take the work seriously — I wanted to make something of myself.
- Howden UK&I Retail IT charity stream Joined the team’s 24-hour gaming stream for Crohn’s & Colitis UK (Nov 2025).
- Charity boxing Boxed twice for charity.
- Airsoft Weekends getting shot at on purpose. A decent way to switch off.
- Gym I go so I am not only sitting at a desk. I am nicer after a session, and so is everyone else.
- Magic: The Gathering A little. Enough to know when I have bricked my hand; not enough to pretend I am any good.
If you want a conversation
Email is best if you are sending a spec. The phone is fine if you would rather talk a ticket through.
Gloucester, United Kingdom. This page is the long version; the PDF is the one to attach.