Claudia Lopes
Uttoxeter,Staffordshire
Summary
ITIL v4 certified IT Support Specialist with expertise in 2nd-line service desk operations, enterprise endpoint management and Microsoft 365. Experienced in resolving complex technical incidents, managing devices through Microsoft Intune and Configuration Manager, analysing vulnerability data from Tanium and CrowdStrike Falcon, and strengthening security posture through close collaboration with infrastructure and security teams. Solid background in Active Directory / Entra ID administration, documentation production and basic PowerShell scripting.
Overview
1
1
Certification
4
4
years of professional experience
Work History
2nd Line Service Desk Technician
J C Bamford, LTD (JCB)
03.2025 - Current
- Provide 2nd-line technical support across enterprise Windows and Microsoft 365 environments, acting as the primary escalation
point for complex incidents from the Global Service Desk and supporting executive users across manufacturing sites. - Manage endpoints via Microsoft Intune to ensure device compliance and effective lifecycle management; collaborate with the
End User Computing team on patching and security improvements. - Analyse vulnerability data from Tanium and CrowdStrike Falcon to identify remediation priorities and improve endpoint
compliance. - Audit user accounts for compliance with security standards, permissions and security groups; develop and maintain security
SOPs that strengthen Service Desk processes. - Administer Service Desk platforms, asset management systems and database monitoring tools.
1st Line Service Desk Technician
J C Bamford, LTD (JCB)
07.2024 - 03.2025
- Delivered enterprise 1st line support across Windows 10/11 and Microsoft 365 environments.
- Resolved approximately 100 support tickets weekly, ensuring high customer satisfaction through effective communication and problem-solving.
- Supported endpoint troubleshooting using Microsoft Intune and Microsoft Configuration Manager.
- Administered Active Directory user accounts, permissions and security groups.
- Created and updated technical documentation and Service Desk procedures to enhance operational consistency and knowledge sharing.
- Collaborated with security and infrastructure teams to deliver secure endpoint solutions, aligning with organisational security policies.
Senior Build Engineer / 1st Line Technician
Trustmarque - Contracted to JCB
06.2023 - 07.2024
- Built, configured and deployed enterprise Windows devices using Microsoft Configuration Manager, Microsoft Intune and Jamf.
- Supported enterprise endpoint deployments, troubleshooting imaging, deployment and client configuration issues.
- Streamlined build processes, decreasing Service Desk workload and enhancing user experience.
- Provided post-deployment technical support, ensuring smooth operations across enterprise environments.
- Administered Active Directory accounts together with DNS and DHCP administration.
- Conducted training for new engineers on deployment processes, Active Directory, and Microsoft Intune, fostering skill development and knowledge transfer.
1st Line Technical Support Analyst
Trustmarque - Contracted to JCB
12.2022 - 06.2023
- Managed stakeholder requests via phone, tickets and email; resolved password resets, Windows 10 issues and created Active Directory user accounts.
- Rebuilt equipment, set up Lotus Notes accounts and performed basic troubleshooting to maintain operational efficiency.
Education
Bachelor of Science - Computer Science
University of Derby
Derby01-2022
Foundation Degree in Science - Access to Higher Education
University of Derby
Derby01-2017
Skills
- Microsoft 365
- Microsoft Intune
- Microsoft Configuration Manager
- Microsoft Entra ID
- Active Directory administration
- Tanium
- CrowdStrike Falcon
- Vulnerability analysis
- Endpoint security
- Basic PowerShell scripting
Certification
- ITIL v4 Foundation — PeopleCert (valid 05/2025 – 05/2028)
- Tanium Essentials — Tanium Learning Center
- Data Analysis (Python) — Code First Girls
Timeline
2nd Line Service Desk Technician
J C Bamford, LTD (JCB)
03.2025 - Current
1st Line Service Desk Technician
J C Bamford, LTD (JCB)
07.2024 - 03.2025
Senior Build Engineer / 1st Line Technician
Trustmarque - Contracted to JCB
06.2023 - 07.2024
1st Line Technical Support Analyst
Trustmarque - Contracted to JCB
12.2022 - 06.2023
Bachelor of Science - Computer Science
University of Derby
Foundation Degree in Science - Access to Higher Education
University of Derby