Christopher Crawley
Nottingham
Summary
IT support professional with extensive experience in service desk operations and strong knowledge of networks, Office 365, and Windows/MAC OS environments. Proficient in Active Directory, Azure Active Directory, Intune Device Management and ITSM platforms like ServiceNow, ensuring compliance with Service Level Agreements (SLAs). Demonstrates effective problem-solving and communication skills, alongside a solid grasp of information security processes and VPN technologies. Focused on delivering an efficient customer experience that aligns with organisational objectives and promote continuous improvement.
Overview
14
14
years of professional experience
1
1
Certification
Work history
Service Desk Analyst/Senior Systems Engineer
Freshfields Bruckhaus Deringer/Cognizant, Manchester
Manchester
01.2021 - 08.2025
- Providing excellent service for a Global Leading Law Firm responding to Incidents and fulfilling Service Requests through interactions by email, phone, and online chat.
- Following through to resolution with tickets and escalating to the relevant teams where necessary ensuring the issues are dealt with in a timely manner and adhering to SLAs providing full details.
- Due to the sensitive nature of the environment, ensuring tickets are handled with care and raised to Information Security where needed.
- Working days as well as nights building rapport and relationships with our globally based fee earners and colleagues who depend on our out of hours service.
- Completing offline tasks such as creating Distribution Lists, updating membership and owners of Distribution Lists/Mailboxes, and creating HighQ Sitepoint pages for various stakeholders.
- Troubleshooting issues remotely through TeamViewer and troubleshooting software such as Windows 10, Microsoft 365 suite (including Word and Outlook), Microsoft Teams, Edge, iManage and Litera.
- Using a range of other tools such as ServiceNow, Active Directory, Azure Active Directory, Intune, 365 Admin, Citrix Director, RSA Admin and Exchange Management Console.
- Identifying trends, and where appropriate, escalate tickets to Major Incidents or Problems following the correct processes in line with the company’s policies.
Security Administration Junior Analyst
Sainsbury’s Tech, Manchester
Manchester
01.2020 - 01.2021
- Fulfilling requests for the Security Administration team within the Service Desk using multiple tools such as Service Now, Office 365 Admin Centre, Active Directory and through the Team’s Mailbox.
- Resolving issues with requests and raising issues with automation as well as suggesting where improvements could be made.
- Subject Matter Expert (SME) for 3 areas which were Mainframe, Merchandise Planner and Business Objects.
- Engaging with Product Owners for my SME areas with updates, improvements and if there were any changes to important information such as key contacts.
- Providing training to the team, for my SME areas, and ensuring all materials including Knowledge Articles were up to date.
- Managing Starters/Movers/Leavers with Temporary and Contracted employees.
- Privileged Access Management and fulfilment through CyberArk.
- Managing licenses in Office 365 Admin including E3/E5/F5.
Service Desk Advisor (1st Line Support)
Vodafone, Manchester
Manchester
01.2019 - 01.2020
- Creating and managing tickets through Service Now, working to SLAs with excellent customer service providing timely updates up to resolution.
- Proactively chasing vendors/customers for updates where needed so we stay within SLA.
- Managing my time to work around the priority levels of each ticket I own i.e. A priority 1 ticket takes precedence over a priority 4 ticket.
- Updating tickets and advising the ticket owner of the updates, if not under myself, so the tickets can be worked effectively.
- Protecting the customer and the business by adhering to GDPR.
Fulfillment Associate
Amazon, Manchester
Manchester
01.2018 - 01.2019
- Efficiently organising and managing my time effectively making sure orders are being sent out according to SLA times.
- Proactively using my experience to help new staff develop their skills improving quality and boosting productivity achieving a rate of at least 90%.
- Distributing work to colleagues ensuring they know which products are proactive (least important) and reactive (most important).
- Tested new software and provided feedback through identifying aspects that would impact performance resulting in implemented improvements to the system helping colleagues improve their KPI’s.
Customer Service Advisor
British Gas, Manchester
Manchester
01.2012 - 01.2018
- Delivering exceptional customer service to a high standard achieving an average NPS score of 80+ helping to reduce overall complaints received.
- Regularly hit KPI’s, sharing best practice and inspiring the team to help improve the teams overall scores.
- Actively took responsibility for all customer enquiries received, successfully building rapport and trust with all stakeholders involved.
- Frequently used IT and Technology systems such as SAP, to resolve billing enquiries, and Excel to update individual and team stats.
- Other Previous Employers: Assured, Blockbuster, One Stop, Sports Direct and McDonalds.
Education
Bachelor of Science - Cyber Security
The Open University
04.2019 -
Skills
- Service Desk support
- Problem-solving
- Communication skills
- Service Level Agreement (SLA) knowledge
- CISCO networking fundamentals
- Office 365 proficiency
- Windows/MAC OS
- Active Directory
- Azure Active Directory
- Understanding of VPN technologies
- Intune Device Management
- ITSM/ServiceNow
- Information Security processes
Certification
- Cisco Networking Essentials, Cisco Networking Academy, November 2021
- Microsoft Certified: Azure Fundamentals, AZ-900, February 2023
- Microsoft Certified: Security, Compliance, and Identity Fundamental, SC-900, March 2023
References
Available upon request.
Timeline
Service Desk Analyst/Senior Systems Engineer
Freshfields Bruckhaus Deringer/Cognizant, Manchester
01.2021 - 08.2025
Security Administration Junior Analyst
Sainsbury’s Tech, Manchester
01.2020 - 01.2021
Bachelor of Science - Cyber Security
The Open University
04.2019 -
Service Desk Advisor (1st Line Support)
Vodafone, Manchester
01.2019 - 01.2020
Fulfillment Associate
Amazon, Manchester
01.2018 - 01.2019
Customer Service Advisor
British Gas, Manchester
01.2012 - 01.2018
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