Callum McKenna
Eccleshall,Staffordshire
Summary
Experienced support and operations professional with a strong background in Level 2 support, incident management, service delivery, and project coordination. Proven ability to manage competing priorities, resolve complex issues, and maintain high service standards within fast-paced and highly regulated environments. Skilled in stakeholder engagement, ticket management, expectation management, and fault resolution, with a track record of supporting operational success through effective communication, organisation, and problem-solving.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work history
Cyberspace Communications Specialist
Royal Air Force
Northallerton, North Yorkshire
2020.06 - Current
- Deliver Level 1 and Level 2 support across secure operational environments.
- Manage incidents and service requests through structured ticketing processes.
- Coordinate with users and technical teams to ensure timely resolution and clear communication.
- Prioritise workloads based on operational impact and service requirements.
- Support infrastructure projects, system upgrades, and service improvements.
- Maintain compliance with security, governance, and operational procedures.
Production Line Fitter
Bri-Stor Systems
Hixon, Staffordshire
2019.06 - 2020.03
- Supported delivery of multiple vehicle conversion projects to strict deadlines.
- Coordinated work activities to ensure quality, safety, and customer requirements were met.
- Managed competing priorities while maintaining high standards of workmanship.
- Identified and resolved issues affecting project delivery and performance.
Motorsport Engineer
L H Owen Automotive
Telford, Shropshire
2018.03 - 2019.06
- Managed technical work packages across bespoke engineering projects.
- Diagnosed and resolved complex faults to minimise downtime and maintain schedules.
- Worked with customers and colleagues to deliver projects to agreed requirements.
- Contributed to process improvements and high-performance engineering solutions.
Apprentice Vehicle Technician
Lohen Ltd
Eccleshall, Staffordshire
2014.06 - 2018.03
- Delivered maintenance and repair activities within customer-focused environments.
- Developed strong diagnostic, troubleshooting, and problem-solving skills.
- Managed workloads to meet quality standards and deadlines.
- Maintained accurate documentation and compliance with safety procedures.
Education
Foundation Degree in Science - Computer Science
Staffordshire University
Stoke-on-Trent 2023.09 -
IT NVQ Level 3 - Information Technology
RAF Cosford
Wolverhampton 2021.02 - 2021.12
NVQ Level 3 - Light Vehicle Maintenance and Repair
Martec Training
Stoke-on-Trent 2014.09 - 2018.03
Skills
- Level 2 Support
- Incident & Ticket Management
- Expectation Management
- Project Coordination
- Fault Diagnosis & Resolution
- Workload Prioritisation
- Customer Support
- Process Improvement
- Technical Documentation
- Infrastructure Support
- Network Fundamentals
Certification
Cisco Courses:
- Introduction to Networks
- Switching, Routing and Wireless Essentials
- Enterprise, Networking, Security and Automation
References
References available upon request.
Timeline
Foundation Degree in Science - Computer Science
Staffordshire University
2023.09 -
IT NVQ Level 3 - Information Technology
RAF Cosford
2021.02 - 2021.12
Cyberspace Communications Specialist
Royal Air Force
2020.06 - Current
Production Line Fitter
Bri-Stor Systems
2019.06 - 2020.03
Motorsport Engineer
L H Owen Automotive
2018.03 - 2019.06
NVQ Level 3 - Light Vehicle Maintenance and Repair
Martec Training
2014.09 - 2018.03
Apprentice Vehicle Technician
Lohen Ltd
2014.06 - 2018.03