Cleon Russell

Summary

IT Support and Security professional with 9 years of hands-on experience providing effective support across diverse IT systems.With a knack for solving complex technical issues and improving system performance I excel at explaining technical concepts in user-friendly terms and performing under pressure.

Currently transitioning into the Cloud Security sector, building on a strong foundation in Microsoft 365, Azure AD (Entra ID), Conditional Access, and endpoint protection. Skilled in supporting secure cloud environments and configuring identity-based access controls.

Overview

years of professional experience

years of post-secondary education

Certification

Work history

Helpdesk Analyst

Quiss Technology PLC

Tamworth

06.2019 - Current

Delivering first- and second-line support to a portfolio of 30+ clients across multiple industries. Regularly handle escalations and resolve complex technical issues within SLA targets.
Regularly handle priority tickets, implement security controls, and maintain cloud services.
Played a key role in onboarding 10+ clients onto Microsoft 365 and Azure platforms. Contributed to documentation to prevent repeated incidents by improving documentation and root cause analysis processes.
Developed procedures for handling technical issues, resulting in improved customer satisfaction.
Simplified complex technical jargon for non-technical staff, enhancing understanding across teams.
Provided training to junior engineers, leading to enhanced team performance.
Diagnosed and resolved technical issues promptly with minimal downtime for end-users.

ICT Support Engineer

NHS

, West Midlands

07.2016 - 07.2025

Provided front-line IT support across various departments, ensuring minimal downtime and high service availability.
Resolved technical issues with hardware, software, and network systems in a high-pressure healthcare environment.
Gained experience in Active Directory, Microsoft Exchange, Office 365, VPNs, and remote support.
Assisted customers remotely using various tools, ensuring prompt service delivery regardless of location constraints.
Documented troubleshooting procedures for future reference.

Education

Bachelor of Science - Information Communication Technology

Birmingham City University

Birmingham

09.2016 - 09.2019

Skills

Cloud Identity & Access Management: Experienced in administering Microsoft 365, Azure AD (Entra ID), and implementing Conditional Access policies for secure authentication and access control

Endpoint & Threat Protection:

Security Monitoring & Incident Response: Hands-on experience identifying and responding to security incidents, escalating threats, and implementing mitigation strategies

Microsoft Cloud Platforms: Proficient in Microsoft 365 and Azure administration,

Firewall & Network Security: Basic experience with FortiGate and Cisco firewall administration, including web filtering, policy rules, and DNS-layer protection using Cisco Umbrella

Secure Remote Access: Skilled in managing and supporting VPN technologies such as Cisco AnyConnect Direct Access, Forticlient to ensure secure remote connectivity

Backup- Knowledge of backup solutions including Azure File Backup, Veeam, and Microsoft Azure Backup Server (MABS) for data protection

Cloud Virtualization: Experience with Azure Virtual Desktop and Citrix for secure access to virtual workspaces

Email & Collaboration Security: Proficient in Microsoft Exchange and Mimecast for secure email communication and anti-spam protection Experienced with Microsoft Teams Telephony

LAN and WAN networks

Powershell
Troubleshooting expertise
Network troubleshooting

Certification

Microsoft 365 Certified: Administrator Expert

Microsoft Azure Administrator

Microsoft Certified: Identity and Access Administrator Associate

Mimecast Sales Technical Specialist

Mental Health Workplace First Aider L3

References

References available upon request.

Timeline