Edmer Garcia
Manchester
Summary
Confident, composed and people-focused IT Support Engineer with leadership experience in managing infrastructure across multiple international offices. Known for building strong relationships with stakeholders, mentoring technical staff, and leading projects with a focus on communication and delivery. Capable of working under pressure, handling escalations, and keeping teams aligned with organisational goals. Open to team lead, senior engineer or IT operations roles where my skill set can drive both technical success and team cohesion.
Overview
6
6
years of professional experience
Work History
IT Support Engineer
Bet365
Manchester
06.2022 - Current
- Delivered 2nd and 3rd line support within a high-availability enterprise environment, resolving complex technical issues across multiple systems and platforms.
- Led global IT projects spanning four continents, ensuring smooth coordination, timely delivery, and minimal disruption to operations.
- Trained internal teams to elevate technical capability and reduce escalations.
- Built strong relationships with senior stakeholders, regularly collaborating with management to align IT strategies with business objectives and drive continuous improvement.
- Led global IT rollouts across offices in Denver, Gibraltar, Malta, Australia, and Colombia, ensuring smooth on-site setups and minimal disruption.
- Took lead on several IT projects, including hardware rollouts, process reviews, team onboarding, meeting room upgrades and cable management.
- Delegated and balanced team workloads effectively to meet internal SLAs and project deadlines.
- Built strong relationships with stakeholders and senior management, allowing new ideas and process improvements to be communicated effectively and actioned quickly.
- Liaised with vendors, builders, and contractors across multiple international sites to coordinate project delivery, ensuring deadlines were met without compromising quality.
- Simultaneously kept local IT support teams aligned and well-trained, adapting leadership based on the specific needs of each location to maintain focus and momentum.
- A point of escalation for various issues including Linux (CentOS & Ubuntu), Folder permissions, Documentation assistance and governance, asset management and Server tasks including but not limited to file, Citrix Studio, Ivanti and Citrix Farm.
IT Helpdesk Analyst
Mantra Learning
Manchester
10.2021 - 06.2022
- Lead efforts to successfully integrate systems across various business functions and roles to improve collaboration, reduce costs, and enhance user experiences.
- Leveraged cloud services and software-as-a-service (SaaS) platforms to improve scalability, performance, and cost efficiency.
- Led various IT projects, including a successful migration to an improved ticketing system, a new SQL Server and MDM provider.
- Effectively liaised with 3rd party suppliers to resolve technical issues and ensure service delivery.
- Managed Office365 estate mass creating user accounts, handing out correct licensing and assisting with log in issues.
IT Helpdesk Analyst
Bethell
Bolton
11.2020 - 07.2021
- Provided strategic and user-friendly guidance to ensure staff adhered to IT policies and procedures.
- Proposed and implemented technological improvements to streamline business workflows.
- Maintained the Microsoft 365 environment and ensured IT systems were operating smoothly, with methods like daily and weekly maintenance tasks.
- SME of all mobile services including but limited to Vcol, apple business manager and MobileIron.
ICT Infrastructure Specialist
Sodexo
Manchester
05.2019 - 08.2020
- Led IT support services as the first point of contact for all technical issues.
- Managed new employee onboarding, including one-on-one meetings, mentoring, and overseeing development to facilitate integration within the team.
- Created and maintained a knowledge base, sharing technical solutions to support team development.
- Managed SLAs, KPIs, and reviewed regular service performance reports.
Education
ITIL 4 -
PeopleCert
UK08-2024
Infrastructure Technician Level 3 -
QA
Manchester08.2020
Cloud Fundamentals -
QA
UK01.2020
Networking Fundamentals -
QA
UK01.2019
Mobility and Device Fundamentals -
QA
UK01.2019
Skills
- IT rollouts and support management
- Reliability and leadership
- Workload distribution and incident management
- Internal documentation standards
- Tech repair and hardware troubleshooting
- Operating system repair and virtualization
- AI chatbots and analytical skills
- Problem-solving and communication skills
- IT strategy alignment and project management
- VMware and Azure Virtual Desktop
- Citrix XenCenter and networking
- M365 administration and VPN solutions
- VOIP systems and device deployment
- Backup solutions and email management
- File storage solutions and MDM tools
- Encryption technologies and employee training
- Documentation tools and scripting
Accomplishments
- Delivered IT rollouts across multiple global offices with no disruption.
- Recognised for reliability and leadership across various project-based roles.
- Managed several IT support teams in my time away from my home office.
- Consistently contributed to enhancing the IT support team’s reputation as a reliable and approachable service within the organization.
- Took ownership of team workload distribution to meet SLAs and prevent burnout during high-volume periods.
- Implemented internal documentation standards, resulting in clearer handovers, faster cross-team support and quicker end user fixes.
- Independently launched and operated a tech repair business during the COVID-19 pandemic, offering affordable laptop, computer, and mobile phone repairs.
- Implemented and managed AI chatbots for small/medium sized businesses at the onset of the AI boom, providing monthly analytics reports, lead qualification insights, and strategic recommendations to improve conversion.
- Strong analytical and problem-solving abilities, especially in troubleshooting complex IT issues in both small and large scales.
- Excellent verbal and written communication skills, with the ability to convey technical concepts to both technical and non-technical stakeholders.
- Ability to align IT strategy with broader business objectives and drive innovative IT solutions.
Hobbies and Interests
- Football (playing and coaching)
- Squash
- Badminton
- Distance running
- Travel
- Home tech setups
- Personal development
- General knowledge
Previously Used Software
VMware, Hyper-V, Azure Virtual Desktop, Citrix XenCenter, 24/7 on-call support with SLA compliance, Meraki, NetGear, Ubiquiti, DrayTek, Unifi, Cisco, Fortinet, NetBox, SharePoint, Entra, Teams, Office Suite, Forms, WINPE, PMagic, Clonezilla, DBAN, Hirons, Gandalf’s, PowerShell, BCM, Ivanti, MECM, DrayTek, Meraki, Unifi, WatchGuard, Fortinet, Cisco AnyConnect, IPCS, Microsoft Teams, MECM, PXE, Intune Auto Pilot, Veeam, ReadyNAS, Egnyte, Acronis, Datto, Windows Backup & Replication, M365 Exchange, On-Prem Exchange, Mimecast, Bitdefender, Boxer, MXtoolbox, Azure, OneDrive, SharePoint, Dropbox, Google Drive, Apple Business Manager, Workspace ONE, Intune MDM, Mobile Iron, Jamf Pro, BitLocker, Sophos Safeguard, SSL Email Encryption, NetHelpDesk, Richmond Service Desk, ConnectWise, JIRA, Helix, Python, Powershell, Bash, IT Glue, Helix, Confluence, Windows Server (2008-2022), Windows (XP-11), MacOS, Ubuntu, CentOS, Puppet, ASG, LogMeIn, TeamViewer, ScreenConnect, VNC, Bomgar
Languages
Portuguese
Native/ Bilingual
Spanish
Limited
References
References available upon request.
Timeline
IT Support Engineer
Bet365
06.2022 - Current
IT Helpdesk Analyst
Mantra Learning
10.2021 - 06.2022
IT Helpdesk Analyst
Bethell
11.2020 - 07.2021
ICT Infrastructure Specialist
Sodexo
05.2019 - 08.2020
ITIL 4 -
PeopleCert
Infrastructure Technician Level 3 -
QA
Cloud Fundamentals -
QA
Networking Fundamentals -
QA
Mobility and Device Fundamentals -
QA
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