Summary
Overview
Work history
Education
Skills
Certification
Affiliations
References
Timeline
Generic
Craig Edwards

Craig Edwards

Aylesford,Kent

Summary

Accomplished IT professional with expertise in team leadership, IT service management, and technical consulting. Demonstrates proficiency in Microsoft 365, Azure AD, and VoIP systems, alongside a strong ability to diagnose and resolve complex technical issues. Proven track record in project management, client relationship building, and business strategy implementation. Committed to optimising workflows and supporting organisational growth through effective communication and collaboration.

Overview

12
12
years of professional experience
1
1
Certification

Work history

Technical Consultant

Fluidity
Herne Bay, Kent
01.2025 - Current
  • Serve as a trusted advisor to clients, understanding their business objectives and providing strategic IT guidance to help them achieve their goals.
  • Conduct thorough assessments of clients' existing IT infrastructure, systems, and processes to identify areas for improvement and optimisation.
  • Develop customised IT solutions tailored to meet clients' specific needs, budget, and timeline.
  • Collaborate with internal teams to design, implement, and support IT projects, ensuring seamless integration and minimal disruption to clients' operations.
  • Provide and ensure that ongoing technical support and troubleshooting assistance to clients, addressing any issues or concerns in a timely and efficient manner.
  • Stay informed about the latest trends, developments, and best practices in IT, sharing knowledge and insights with clients and colleagues.
  • Designed bespoke tech solutions to meet unique customer needs.
  • Build and maintain strong relationships with clients, acting as a primary point of contact, along with the Account Executive and ensuring their satisfaction with our services.
  • Collaborated with stakeholders for the successful delivery of key IT projects.
  • Assist with sales and business development efforts, including participating in client meetings, preparing proposals, and identifying opportunities for upselling or cross-selling.
  • Offered technical expertise to contribute to 2nd and 3rd line of support.
  • Support the company director(s) to manage margins, costs, budgeting, and forecasting.
  • Support the company director(s) to ensure the business is profitable.
  • Support the company director(s) to deliver the company strategy and growth.
  • Assistance with the implementation of new business processes, policies, and procedures
  • Meet and exceed individual targets and Key Performance Indicators (KPIs) related to client satisfaction, project delivery, and revenue generation.


Engineering Manager

Fluidity
Herne Bay, Kent
01.2024 - 01.2025
  • Spearheaded recruitment and onboarding initiatives, cultivating a skilled engineering team.
  • Implemented operational policies to ensure compliance with industry standards and optimise workflows.
  • Identified training needs, facilitating Continued Professional Development for staff.
  • Supervised and evaluated employee performance, providing construction feedback.
  • Facilitated training sessions, enhancing staff technical skills.
  • Monitored team performance, enhancing technical support and customer service outcomes.
  • Collaborated across departments to improve integration and communication.
  • Led continuous improvement initiatives, fostering efficiency and innovation in engineering department.
  • Managed department budget, optimising resource allocation for financial success.
  • Resolved complex technical issues, delivering efficient problem resolutions.

Service Desk Manager

Fluidity
Herne Bay, Kent
01.2021 - 12.2023
  • Led the service desk team, providing supervision, scheduling, resource planning, and performance management.
  • Oversaw service desk operations, including SLA/SLO reporting, escalation management, and executive-level IT metrics reporting.
  • Administered and optimized service desk tools, dashboards, and knowledgebase for efficiency and accuracy.
  • Conducted interviews, hiring, onboarding, and staff development, including technical and cultural training.
  • Implemented process improvements, policies, procedures, and standards to enhance service delivery.
  • Coordinated client service meetings with Service Delivery Managers (SDMs) and facilitated communication with executive leadership.
  • Reviewed user satisfaction surveys to identify service gaps and drive continuous improvement.
  • Approved and managed non-standard software/hardware requests and vendor deliverables.
  • Supported IT teams with backup coverage and coordinated offsite technical support visits.
  • Led weekly meetings, fostering effective communication within the team.

Team Leader And Tier 3 Engineer

Virtual MSP
Herne, Kent
11.2019 - 09.2021
  • Managed service desk operations: triaged, assigned, and escalated tickets, ensuring SLA compliance.
  • Supervised 1st Line team, including performance reviews, training, annual leave requests, hiring, and disciplinary actions.
  • Scheduled and coordinated projects and site visits for clients.
  • Provided Tier 2 technical escalation and advanced troubleshooting support.
  • Diagnosed and resolved user issues, delivering practical and timely solutions.
  • Performed server management: updates, permissions, domain/user management, and new installations.
  • Administered O365 and Azure AD environments, including tenant setup, email, and SharePoint management.
  • Managed network infrastructure (Cisco Meraki, Sophos/Cyberoam, Ubiquiti, DrayTek), including VPN configuration.
  • Oversaw SSL certificates and domain management.
  • Delivered endpoint security support, including Webroot AV installation, monitoring, clean-up, and tenant creation.
  • Managed backup solutions with VEEAM: client setup, repair, monitoring, and error resolution.
  • Provided AWS cloud management and support.
  • Oversaw software installation and support across a wide range of applications.
  • Deployed and configured hardware: PCs, servers, printers, Macs, CCTV, network devices, and VoIP systems.
  • Administered VoIP services using 3CX, including new tenant setup and configuration.
  • Managed IT warehouse operations: hardware assignment, inventory tracking, and procurement for projects.

Technical Support Engineer

Catch IT
Herne Bay, Kent
11.2017 - 11.2019
  • Provided technical support to end-users via phone, email, chat, and remote sessions, ensuring timely issue resolution.
  • Diagnosed and troubleshot hardware, software, network, and application-related problems.
  • Escalated complex issues to higher-tier support or vendors when required.
  • Managed and resolved support tickets in line with SLAs and company standards.
  • Installed, configured, and maintained operating systems, applications, and hardware devices.
  • Supported and administered Microsoft 365, email services, and user account management (e.g., Active Directory, Azure AD).
  • Performed system updates, patches, and security checks to maintain system health.
  • Assisted with server and network troubleshooting, including VPN, firewalls, and connectivity issues.
  • Documented technical solutions, created knowledgebase articles, and contributed to process improvements.
  • Delivered end-user training and guidance to improve technical self-sufficiency.
  • Supported backup and recovery solutions, monitoring system performance and reliability.
  • Collaborated with internal teams and external vendors to resolve technical incidents and implement fixes.

Junior IT Technician

Avita Tech Ltd
Beckenham, Bromley
10.2016 - 11.2017
  • Resolved hardware, software, and network issues through first-line technical support.
  • Logged and updated support tickets in accordance with service desk procedures.
  • Assisted in installation, configuration, and maintenance of desktops, laptops, and printers.
  • Supported Microsoft 365 applications, email accounts, and Active Directory tasks.
  • Conducted routine system checks and performed hardware troubleshooting.
  • Set up workstations and network connections for optimal functionality.
  • Maintained IT equipment inventory and facilitated procurement processes.
  • Escalated complex technical issues to senior technicians or engineers.

Hospital Support Worker

NHS
Ashford, Kent
01.2016 - 09.2016
  • Safely transported patients between wards, clinics, theatres, and departments, ensuring dignity and care at all times.
  • Assisted medical and nursing staff by moving equipment, specimens, and essential supplies across the hospital.
  • Delivered and collected medical records, pharmacy items, and confidential documents in line with hospital procedures.
  • Maintained cleanliness, safety, and accessibility of equipment such as wheelchairs, trolleys, and beds.
  • Provided support in emergency situations, including rapid patient transfers and urgent deliveries.
  • Ensured infection control standards were followed during the handling of patients, equipment, and materials.
  • Assisted with the setup of hospital rooms and movement of furniture or equipment as required.
  • Supported patient comfort by offering reassurance and assistance during transfers.
  • Coordinated tasks with nursing, clinical, and facilities staff to ensure smooth hospital operations.

Health Advisor (NHS 111)

nhs
Ashford, Kent
04.2013 - 12.2015
  • Handled high-volume inbound calls from the public, providing first-line advice and support in urgent and non-emergency situations.
  • Used NHS Pathways clinical triage system to assess symptoms and determine appropriate care pathways.
  • Escalated calls to clinical advisors or emergency services where required, ensuring patient safety at all times.
  • Delivered clear, calm, and compassionate communication to patients, relatives, and carers in often stressful circumstances.
  • Recorded patient details accurately in line with NHS data protection and confidentiality policies.
  • Adhered to NHS protocols, service standards, and call handling times to meet KPIs and SLAs.
  • Worked closely with healthcare professionals, ambulance services, and out-of-hours providers to coordinate care.
  • Provided information on self-care, local services, and next steps based on clinical guidance.
  • Participated in ongoing training and quality assurance sessions to maintain high standards of service.
  • Contributed to team performance targets, supporting colleagues in a fast-paced, 24/7 contact centre environment.

Education

A-Levels - IT

Aylesford Sports College
Aylesford, Kent

A-Levels - Business Studies

Aylesford Sports College
Aylesford, Kent

GCSEs -

Aylesford Sports College
Aylesford, Kent

Skills

  • Team Leadership & People Management – coaching, mentoring, recruitment, performance management, and HR duties
  • IT Service & Operations Management – service desk oversight, SLA/SLO reporting, process improvement, and ticketing systems
  • Technical Expertise – Microsoft 365, Azure AD, servers, networking, backup solutions, hardware, and VoIP
  • Client Consulting & Relationship Management – trusted IT advisor, infrastructure assessments, solution design, and client satisfaction
  • Project & Resource Management – scheduling, budgeting, planning, and coordinating technical projects
  • Problem Solving & Troubleshooting – diagnosing and resolving complex software, hardware, and network issues
  • Business Strategy & Process Improvement – implementing operational policies, optimising workflows, and supporting company growth
  • Communication & Collaboration – stakeholder engagement, cross-functional teamwork, and delivering reports to executives

Certification

  • Microsoft Specialist
  • ECDL Certification
  • VEEAM
  • 3CX
  • CompTIA Network+
  • Cisco Meraki
  • First Aid

Affiliations

  • History
  • Rugby
  • Music
  • Powerlifting
  • Flying

References

References available upon request.

Timeline

Technical Consultant

Fluidity
01.2025 - Current

Engineering Manager

Fluidity
01.2024 - 01.2025

Service Desk Manager

Fluidity
01.2021 - 12.2023

Team Leader And Tier 3 Engineer

Virtual MSP
11.2019 - 09.2021

Technical Support Engineer

Catch IT
11.2017 - 11.2019

Junior IT Technician

Avita Tech Ltd
10.2016 - 11.2017

Hospital Support Worker

NHS
01.2016 - 09.2016

Health Advisor (NHS 111)

nhs
04.2013 - 12.2015

A-Levels - IT

Aylesford Sports College

A-Levels - Business Studies

Aylesford Sports College

GCSEs -

Aylesford Sports College

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Craig Edwards