CAINE THORNLEY

As a 2nd Line Consultant at Eventura, I undertook a dynamic role where I engaged with multiple clients on a second-line consultancy basis, delving into a range of technologies to provide robust solutions. My responsibilities encompassed a diverse spectrum of tasks aimed at optimizing clients' IT infrastructure and operations. Some of the key aspects of my role included:

• Technology Expertise: Collaborated extensively with various clients, gaining proficiency in a wide array of technologies. This included working with HyperV, Sonicwall, and Fortigate firewalls, both in single and Failover configurations. I also engaged with data protection tools such as Cove and Veeam to ensure data integrity and recovery capabilities.
• Microsoft 365 Insights: Conducted basic reports and comprehensive reviews for clients utilizing Microsoft 365. Evaluated key metrics such as secure score and proposed actionable strategies to enhance security and overall system efficiency. Implemented recommended changes to drive improved performance.
• Collaborative Problem Solving: Collaborated seamlessly with 3rd line colleagues to address complex issues that aligned with SLA and procedural guidelines. Leverage team synergies to resolve critical challenges efficiently and ensure optimal client satisfaction.
• Technical Skill Set: Demonstrated adeptness in a variety of technical domains, including computer security, network topology, virtual private networks (VPNs), wide area networks (WANs), and PowerShell scripting. Leveraged this skill set to troubleshoot, diagnose, and rectify technical issues.
• Client-Focused Approach: Adopted a customer-centric mindset, tailoring solutions to meet clients' unique requirements and constraints. Communicated technical concepts clearly to non-technical stakeholders, fostering strong relationships and trust.
• Continuous Learning and Development: Embraced the opportunity to work with diverse technologies specific to different clients' needs. Continuously expanded my skill set to adapt to evolving technological landscapes and provided innovative recommendations to clients.
• Team Collaboration: Thrived in a collaborative environment by working closely with 3rd line colleagues when necessary, contributing to efficient solutions that met or exceeded client expectations while adhering to defined SLAs.
• Skills Applied: Computer Security, Teamwork, Network Topology, Virtual Private Network (VPN), Wide Area Network (WAN), PowerShell, Office 365.

The role at Eventura allowed me to explore an array of technologies, apply critical problem-solving skills, and contribute effectively within a collaborative team. It solidified my commitment to providing exceptional technical support and innovative solutions to enhance clients' IT operations and security.

Work Experience at Just Tech IT:

• IT engineer providing specialized support to dental companies.

Responsibilities:

• Supported printer installation and troubleshooting.
• Set up machines and installed dental software like Dexis and Dentally.
• Collaborated closely with SOE (Standard Operating Environment).
• Assisted with file recoveries and Office 365 migrations from Dropbox.

Problem-Solving and Innovation:

• Recognized for delivering imaginative and unique solutions based on past experience.

Client-Focused Approach:

• Praised for exceeding expectations to achieve positive client feedback.
• Embraced criticism as a learning opportunity for personal and company growth.

Adaptability:

• Managed software specific to dental companies with no prior exposure to the dental IT field.

Positive Attitude and Challenge Embrace:

• Enjoyed the demanding nature of the role and the unfamiliar dental software.

Work Experience at Oryxalign:

• First-line engineer at Managed Service Provider in Manchester.
• External client-facing role, handling IT issues for multiple clients across industries.
• Managed and resolved IT issues while meeting strict Service Level Agreements.
• Worked with technologies including Microsoft Intune, Mimecast, Barracuda, Azure, Auvik, and Office 365.

Technical Responsibilities:

• Used Microsoft Intune for remote device management and updates.
• Diagnosed and resolved email issues using Mimecast, Barracuda, and Office 365 tools.
• Maintained virtual machines and utilized Azure for server maintenance.
• Utilized Auvik for network monitoring and endpoint checks.
• Managed Office 365 permissions, software installs, and network diagnostics.

SLA Management:

• Prioritized and categorized issues based on severity.
• Met strict Service Level Agreements (SLAs) for issue resolution.
• Worked efficiently to ensure timely problem resolution.
• Pressure Handling:
  
• Managed high-pressure environment with multiple client requests.
• Organized and accurately logged activities.
• Leveraged technical knowledge and communication skills to exceed expectations.

Collaboration and Learning:

• Collaborated with specialist colleagues and second-line teams.
• Took notes to prepare for future similar issues.
• Utilized resources for timely and professional task completion.
• Positive Attitude and Feedback:
  
• Maintained positivity and professionalism under pressure.
• Received positive feedback from colleagues and clients.
• Exceeded expectations through multitasking and effective communication.

Work Experience at Sainsbury's Tech:

• First-line computer analyst role, handling internal user computer issues.

Responsibilities:

• Troubleshooted Outlook and file syncing issues in OneDrive.
• Cleared disc space, redeployed software via SCCM, and set up PCs for remote building.
• Coordinated P1 and P2 incidents for application downtimes like C3 Yard.
• Supported depots, stores, and colleagues across the business.
• Technologies Used:
  
• Microsoft SCCM: Deployed software and updates remotely.
• Microsoft Active Directory: Managed users, groups, and performed administrative tasks.
• Remote Desktop Tools: Connected to users' machines for remote support.
• Office 365: Troubleshot issues and onboarded new users.
• Antivirus and Anti-Malware: Used tools like Sentinel One to protect machines.

Collaboration and Learning:

• Collaborated with specialist and second-line colleagues.
• Gained expertise by learning on the job to resolve issues effectively.

Incident Management:

• Worked with STSA team for administration.
• Contributed to incident recovery for major outages.