Daniel Soloman

Led a team of IT Support Analysts on a high-volume service desk handling over 1,000 tickets per month, while meeting SLA and KPI targets through proactive monitoring and process optimisation. Ensured smooth day-to-day operations and delivered high-quality support across desktop, network, and application environments. Oversaw workload distribution, conducted performance reviews, and drove staff development through mentoring and goal setting. Served as the primary escalation point for complex technical issues, working collaboratively with cross-functional teams to ensure timely resolution. Partnered with senior leadership to align IT support with broader business objectives and contributed to strategic planning. Delivered continuous service improvements and successfully managed multiple IT projects, including infrastructure upgrades, system rollouts, and software implementations.

Acted as a key escalation point for complex incidents and major service disruptions, coordinating resolution efforts across multiple IT teams. Mentored junior analysts and provided guidance on technical troubleshooting, best practices, and professional development.

Provided IT support to end-users, troubleshooting and resolving issues related to desktop applications, enterprise software, and cloud-based tools. I Created and maintained clear documentation and knowledge base articles to improve user self-service and reduce recurring incidents.

Provided 1st and 2nd line technical support for hardware, software, and network issues across a multi-site organisation. I assisted with the rollout of new hardware, software upgrades, and system migrations.

Designed, installed, and maintained AV systems including video walls, conferencing equipment, and audio distribution systems in corporate boardrooms and event spaces. I collaborated with IT and facilities teams to integrate AV systems with network infrastructure and ensure system security.