Greater Newport Area
Seasoned IT professional with 15 years of experience in diverse roles, specializing in IT infrastructure support and service delivery. Proven expertise in managing large-scale projects, leading technical teams, and delivering high-quality IT solutions. Certified in IT Professional Competence and Service Desk Analysis, I excel in optimizing IT operations and driving continuous improvement.
Led improvements to Microsoft Intune across iOS (Apple VPP), Android, and Windows Autopilot, standardising enrolment, tightening compliance, and improving the end-user experience. Administered and supported Microsoft 365 services including Exchange Online, Teams, SharePoint, and OneDrive, resolving day-to-day issues and improving service reliability. Investigated and remediated security alerts and data protection cases using Proofpoint, CloudAlly, and Microsoft Purview, supporting compliance and reducing risk. Supported Microsoft server and network infrastructure across UK and EMEA sites, troubleshooting incidents, coordinating changes, and working with internal teams and third parties to restore service quickly. Played a key role in restoring business operations within 24 hours during the CrowdStrike incident, delivering rapid recovery and clear stakeholder communication.
Led improvements to Microsoft Intune across iOS (Apple VPP), Android and Windows Autopilot, standardising enrolment, tightening compliance, and improving the end-user experience. Administered and supported Microsoft 365 services including Exchange Online, Teams, SharePoint and OneDrive, resolving day-to-day issues and improving service reliability. Investigated and remediated security alerts and data protection cases using Proofpoint, CloudAlly and Microsoft Purview, supporting compliance and reducing risk. Supported Microsoft server and network infrastructure across UK and EMEA sites, troubleshooting incidents, coordinating changes, and working with internal teams and third parties to restore service quickly. Played a key role in restoring business operations within 24 hours during the CrowdStrike incident, delivering rapid recovery and clear stakeholder communication.
Company director for TheBearCave.Wales Ltd (IT support/services, project delivery, customer engagement) Owner of ShinyCardboardHunt.com (Trading Card E-commerce site)
Company director for TheBearCave.Wales Ltd (IT support/services, project delivery, online sales)
- Spearheaded the customization of iOS InTune setup, including Apple VPP, AutoPilot, and Android, enhancing mobile device management. - Optimized and configured Windows InTune setup, incorporating Windows APP, Office 365, AutoPilot, and CBL for Global Protect VPN, improving security and usability. - Conducted in-depth investigations using ProofPoint and O365 Purview to address specific business needs. - Played a critical role in restoring business operations within 24 hours after a significant CrowdStrike incident, minimizing downtime and impact.
Led a 6-person support team, allocating workload and keeping incident/service request queues running smoothly in Zoho Desk. Reduced a 500+ ticket backlog to double digits by introducing tighter triage, prioritisation, and daily queue management. Handled and coordinated incident and service request (SR) resolution, ensuring clear updates, sensible escalation, and strong customer communications. Ran regular 1-2-1s, coaching performance, setting goals, and supporting development through mentoring and feedback. Delivered onboarding and ongoing training, improving consistency, customer service and productivity across the team in a Microsoft 365 environment (Outlook/Teams/SharePoint).
Led a 6-person support team, allocating workload and keeping incident/service request queues running smoothly in Zoho Desk. Reduced a 500+ ticket backlog to double digits by introducing tighter triage, prioritisation, and daily queue management. Handled and coordinated incident and service request (SR) resolution, ensuring clear updates, sensible escalation, and strong customer communications. Ran regular 1-2-1s, coaching performance, setting goals, and supporting development through mentoring and feedback. Delivered onboarding and ongoing training, improving consistency, customer service and productivity across the team in a Microsoft 365 environment (Outlook/Teams/SharePoint).