Eddison Man
London,ENG
Summary
I'm a 2nd Line Support Engineer with experience in Microsoft 365 administration, supporting a wide range of barristers’ chambers and assisting them with day‑to‑day technical issues. I’m now looking to progress into a Cyber Security Advisory Analyst role where I can take on more complex challenges and expand my knowledge of Cyber security frameworks.
Overview
3
3
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work history
2nd Line Cloud Support Engineer
Instant on IT
London
2026.05 - Current
- Took full responsibility for high‑priority escalations, diagnosing root causes and implementing permanent fixes across user devices and Microsoft 365 services.
- Provided training to 1st Line engineers, leading to enhanced team performance.
- Provided security guidance to users and internal teams on safe practices, identity hygiene, MFA adoption, and data protection.
- Led multiple meetings with Client's to assist with troubleshooting complex issues and guiding them through the process so they understand how I had reached the resolution in simple terms
IT Support Engineer Apprentice
Instant On IT
London
2024.09 - 2026.05
- Troubleshot common problems across Microsoft 365, Active Directory and core networking, ensuring swift resolution and minimal disruption
- Took ownership of complex incidents by gathering evidence, documenting findings, and conducting root‑cause investigations to ensure accurate fixes and long‑term stability
- Achieved multiple 100% scores for Ticket Management by maintaining clear audit trails, ensuring accurate categorisation and logging, and providing consistent, proactive updates to clients throughout the ticket lifecycle
- Provided hands‑on support to peers and technical teams, helping accelerate issue resolution, reduce client downtime, and strengthen team relationships
- Resolved strong daily volume of Microsoft 365 and Windows Support tickets, demonstrating calm communication, and disciplined escalation when required
Junior Consultant and Project Commissioner
Khivisuals
London
2023.09 - 2024.09
- Installed and maintained audio visual equipment for multiple corporations and events.
- Configured and troubleshot AV equipment such as LED screens.
- Reviewed final works to spot and correct any errors.
- Have a core understanding of cable termination in the installation of LED and AV equipment.
- Worked in a high-pressure environment for LED installations at companies such as Sky Studio, BBC News and Facebook.
Library Volunteer
Upper Norwood Library
London
- Inventory management involves checking the library's resources to make sure they are appropriately accounted for and catalogued.
- Assisting with basic maintenance tasks to help keep the library clean, organised, and welcoming for visitor
Education
A levels and Diploma -
Harris Academy South Norwood
London 2021.09 - 2023.05
GCSE - undefined
Harris Academy South Norwood
London 2016.09 - 2021.06
Skills
- Teamwork
- Critical thinker
- Time management
- Adaptability
- Problem solving
Certification
- AZ-900 Microsoft Azure Fundamentals
- MS-900 - Microsoft 365 Fundamentals
- SC-900 - Microsoft Security, Compliance, and Identity Fundamentals
Timeline
2nd Line Cloud Support Engineer
Instant on IT
2026.05 - Current
IT Support Engineer Apprentice
Instant On IT
2024.09 - 2026.05
Junior Consultant and Project Commissioner
Khivisuals
2023.09 - 2024.09
A levels and Diploma -
Harris Academy South Norwood
2021.09 - 2023.05
GCSE - undefined
Harris Academy South Norwood
2016.09 - 2021.06
Library Volunteer
Upper Norwood Library