IT Engineer.
Problem solver.
Microsoft 365 & Cloud Identity Specialist
Over five years delivering 1st and 2nd line technical support across enterprise environments. Specialising in Microsoft 365, Active Directory, Entra ID, and Intune. MSc Digital Transformation. CompTIA A+, Network+ and IT Operations Specialist certified.
01 / About
A bit about me
IT professional based in London with a background bridging enterprise infrastructure, cloud identity, and a postgraduate research grounding in digital transformation.
I'm an IT Support Engineer with over five years of experience delivering 1st and 2nd line technical support across enterprise and professional services environments. My core focus is Microsoft 365 administration, Active Directory, and device management through Intune and Autopilot.
I've worked across on-premises and hybrid identity environments, managed endpoint fleets, and maintained high service quality under pressure in complex organisations including a 7,000-user enterprise contract at Severn Trent.
I hold an MSc in Digital Transformation from Birmingham City University and a BSc in Pure and Applied Mathematics, which gives me a methodical, analytical approach to both support and infrastructure work. I'm currently completing ITIL Foundation certification.
Outside of IT, I have active interests in event lighting production, video work, and I'm exploring AI-powered tools and workflows as both a practitioner and a builder.
02 / Experience
Work history
Enterprise support roles spanning device management, cloud identity, and ITSM across multiple sectors.
- Delivered 1st and 2nd line support remotely and on-site across Windows, Microsoft 365, VPN, and endpoint devices, taking full ownership from initial contact through to resolution.
- Administered Active Directory and Microsoft Entra ID covering user provisioning, group membership, MFA setup, and deprovisioning throughout the identity lifecycle.
- Managed endpoints through Microsoft Intune and Autopilot: device enrolment, compliance policies, and application deployment across Windows, iOS, and Android.
- Logged, prioritised, and resolved all tickets in ServiceNow using ITIL-aligned incident and service request management practices.
- Maintained hardware and software asset records following deployments, replacements, and decommissions.
- Delivered 1st and 2nd line IT support across a 7,000+ user enterprise environment, resolving Outlook, AD, Citrix, OneDrive, and Teams incidents.
- Produced and maintained a library of over 100 knowledge base articles covering SAP ECC, Genesys, Sitemate, and Microsoft 365 issue types.
- Managed Entra ID accounts: password resets, MFA registration via Microsoft Authenticator, account unlock procedures, and security group access requests.
- Contributed to the Autopilot device deployment project, supporting laptop provisioning and engineering workstation builds for field teams.
- Achieved 95% customer satisfaction across a diverse, geographically distributed user base.
- Supported implementation and ongoing maintenance of Microsoft Dynamics Business Central, managing user roles and access across multiple client accounts.
- Produced Excel-based reports, dashboards, and technical documentation, and delivered end-user training that reduced recurring support queries.
- Managed high-volume fraud investigations in a fast-paced, regulated financial services environment, applying systematic analysis and maintaining accuracy under pressure.
03 / Projects
Lab & freelance work
Self-directed infrastructure projects and independent technical consulting to deepen hands-on expertise.
04 / Skills & Certifications
Technical skills
Hands-on expertise across Microsoft infrastructure, identity, endpoint management, and ITSM platforms.
05 / Services
Freelance IT services
Available for freelance IT support, Microsoft 365 projects, and device management engagements. Remote-first across the UK, with on-site availability in London.
06 / Contact
Ready to work together?
Whether you're hiring for an IT support or infrastructure role, or need freelance IT help for your business, I'd be happy to connect. Free 30-minute discovery call, no pressure, pricing confirmed before any work begins.