Alvin Williams
London
Summary
Am a Senior IT Engineer with several years experience acting as a primary escalation point in complex, high pressure environments. Strong hands-on expertise across Windows environments, supporting Microsoft 365, networks, and AV systems, combined with a record of resolving critical issues and fixing recurring problems and identifying longer term solutions for recurring problems.
I am comfortable being the most senior technical presence on site, owning issues end to end while improving processes, documenting solutions and enhancing available tools. Being an escalation point for the 1st line support team, I also improve capability through documentation, training and task automation.
Overview
2027
2027
years of professional experience
Work history
Earlier Career
- IT Support and Customer Support roles across professional services and technology organisations
- (Details available on request)
Technical Manager (Acting Senior IT Engineer / Escalation Lead)
F1 Arcade – Raceway Trading Ltd
London
2023.11 - 2026.05
- Act as the primary escalation point for complex technical issues across endpoints, Microsoft 365, networking, AV systems, and specialised simulator hardware
- Operate as the most senior on-site technical resource, resolving live issues impacting customer operations in a high-availability environment
- Perform hands-on diagnostics, repair, and upgrades across PCs, peripherals, and technical equipment
- Own issues end-to-end, ensuring root cause resolution rather than repeat incidents
- Identify recurring faults and implement long-term fixes through process and system improvements
- Design and implement structured workflows for incident management, preventative maintenance, and asset tracking
- Introduce automation to reduce manual workload and improve response consistency
- Own and improve technical documentation, building repeatable processes and internal knowledge resources
- Mentor and support junior engineers, improving troubleshooting capability and technical standards across the team
- Key Achievements
- Reduced repeat incidents by introducing structured maintenance and fault tracking processes
- Improved consistency of issue resolution through workflow standardisation and automation
- Increased visibility of asset lifecycle and failures through implementation of tracking and QA processes
- Strengthened vendor accountability through structured escalation and audit processes
IT Manager
NACD
Hemel Hempstead
2020.11 - 2023.11
- Acted as escalation point for complex IT issues across multiple business units
- Combined hands-on technical support with delivery of service and system improvements
- Managed and supported Windows environments, Microsoft 365, and core infrastructure
- Implemented and optimised helpdesk and service management processes
- Introduced structured documentation and processes to reduce repeat issues and improve service consistency
- Key Achievements
- Implemented helpdesk system and service catalogue, improving response times and first-line resolution
- Delivered cost savings through supplier renegotiation (telephony, MDM)
- Strengthened security through MFA rollout and infrastructure improvements
- Led ERP implementation to streamline operational workflows and reduce inefficiencies
Senior IT Technician
NICE Systems
London
2019.01 - 2020.10
- Provided 2nd/3rd line support across 12 EMEA offices, acting as sole on-site engineer for London
- Supported Windows environments including large-scale Windows 7–10 migration
- Managed onboarding/offboarding, endpoint builds, and asset lifecycle
- Delivered high-touch support for senior stakeholders and executives
- Maintained meeting room AV and conferencing systems
- Improved service desk workflows and introduced process enhancements
Skills
- Endpoint & Infrastructure Engineering
- Windows 10/11
- Device builds & deployment
- Hardware diagnostics & repair
- Peripheral support
- Microsoft Stack
- Microsoft 365
- Entra ID (Azure AD)
- Active Directory (Hybrid)
- Exchange Online
- Networking
- DNS
- DHCP
- VPN
- Wi-Fi troubleshooting
- Firewall & network diagnostics
- On-Site Engineering & AV
- PC/laptop upgrades (RAM, storage)
- Meeting room / Live production AV
- VC systems
- Physical infrastructure support
- IT Service & Support
- 2nd / 3rd Line Escalations
- Ticketing systems
- Incident & problem management
- Automation & Improvement
- Low-Code Development
- Workflow automation (n8n)
- Process standardisation
- Basic PowerShell exposure
- Documentation & Training
- Knowledge base ownership
- Runbook creation
- Team mentoring & technical guidance
Affiliations
- Building and improving tech tools and workflows, including personal projects PC hardware, performance tuning, and AV setups DJing and live audio for events Exploring automation and ways to simplify repetitive tasks
Timeline
Technical Manager (Acting Senior IT Engineer / Escalation Lead)
F1 Arcade – Raceway Trading Ltd
2023.11 - 2026.05
IT Manager
NACD
2020.11 - 2023.11
Senior IT Technician
NICE Systems
2019.01 - 2020.10
Earlier Career