Daniel Blake
Summary
Experienced IT support professional with a solid background in troubleshooting, Group Policy, PowerShell, Firewalls and exceptional customer service. Thrive in demanding environments and excel at fostering collaboration to help improve the overall myself as well as the team. Recognized for consistently delivering high-quality results with strong problem-solving skills, system administration, technical project planning and effective communication to clients and members of the team.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Senior Service Desk Engineer
Waterstons
08.2024 - Current
- Implemented ITIL-based processes for incident management, resulting in more effective problem finding and fixing.
- Developed comprehensive documentation for service desk procedures as well as how to guides for more complex tasks.
- Provided technical escalation to colleagues as well as knowledge shares for the wider business.
- Provided 2-3rd line support on most days with some days being spent on project level changes for clients.
- Stand in Team Leader when required to cover if they were unavailable. Line management duties are also included here.
- Member of the internal Cloud team that specialized in looking after clients infrastructure in AWS/Azure.
- Proficient in Azure AD & Office 365 management.
- Experience with DNS, DHCP and Firewalls.
Service Desk Engineer
Waterstons
05.2022 - 08.2024
- Documented resolutions to common problems, streamlining future troubleshooting efforts for both colleagues and end users.
- Provided 1st-2nd line support to clients.
- Collaborated with team members to diagnose and resolve complex technical issues for clients.
- Create Group Policies to deploy company wide settings.
- Managed user accounts, permissions, and access controls, safeguarding company data while maintaining efficiency in daily operations.
- Provided remote support for users in various locations, ensuring efficient resolution.
IT Support & Helpdesk Engineer
Beyond Digital
02.2022 - 04.2022
ICT Technician
Durham School
03.2020 - 02.2022
Apprentice ICT Technician
Durham School
07.2018 - 03.2020
Education
ITEC North East
Newton Aycliffe01-2019
New Colledge Durham
Durham01-2018
Framwellgate School Durham
Durham01-2015
Skills
- Problem Management
- PowerShell
- Cloud (AWS/Azure)
- Communication
- Line Management
- Technical Support
- Firewalls
- Project Management
- Office 365 Suite
- Group Policy
Certification
Microsoft Certified: Azure Fundamentals
AWS Certified Cloud Practitioner
ITIL Foundation Level
MTA: Networking Fundamentals
MTA: Security Fundamentals
MTA: Windows Operating System Fundamentals
MTA: Windows Server Administration Fundamentals
Timeline
Senior Service Desk Engineer
Waterstons
08.2024 - Current
Service Desk Engineer
Waterstons
05.2022 - 08.2024
IT Support & Helpdesk Engineer
Beyond Digital
02.2022 - 04.2022
ICT Technician
Durham School
03.2020 - 02.2022
Apprentice ICT Technician
Durham School
07.2018 - 03.2020
ITEC North East
New Colledge Durham
Framwellgate School Durham
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