EDSON NDAWANA
London
Summary
Highly skilled IT professional with extensive expertise in diagnostics, system backup, and end user support. Proficient in new installations and support, firewalls/security, and hardware exposure. Demonstrated ability in problem identification, maintenance, and active directory management. Experienced with DHCP, DNS, SCCM, Windows 7/8/10, group policy management, IT project management, network troubleshooting, remote access technology, operating systems, user support, technology upgrade planning and the Microsoft Office Suite. Committed to leveraging technical skills to enhance organisational efficiency and security while pursuing continuous professional development.
Trained IT worker skilled with hardware and software. Analytical in investigating problems, tracing root causes and correcting routine or serious issues. Communicates easily with technical and non-technical personnel to deliver quality support.
Overview
15
15
years of professional experience
6
6
years of post-secondary education
Work History
Technical Support Analyst
The Honourable Society of the Middle Temple
London, London
11.2022 - Current
- Provided quick solutions to clients' technical inquiries, enhancing customer relationship management.
- Carried out new hardware installations and updates, keeping systems functional and secure.
- Conducted system analysis for improved network performance.
- Refurbished faulty hardware components, reducing company costs on new purchases.
- Offered technical expertise to contribute to 2nd and 3rd line of support.
- Made sure contractual obligations were met ahead of agreed service delivery.
- Integrated new technologies into existing systems for improved functionality.
- Conducted research and gathered information from multiple sources to present clear results.
- Provided remote support, ensured timely issue resolution.
- Conducted server back-up and recovery operations in line with protocols.
- Liaised with external vendors, ensured delivery of quality IT equipment within budget constraints.
- Coordinated team projects successfully to meet deadlines.
- Trained staff members in new technologies, enhancing overall technical proficiency.
- Analysed system and software requirements to meet operational needs.
- Liaised with third-party vendors for necessary hardware and software acquisitions, ensuring cost-effectiveness without compromising on quality or functionality.
- Monitored network performance regularly with proactive troubleshooting steps taken at signs of instability or potential failure points identified in advance, ensuring uninterrupted service provision throughout the organisation's operation hours.
- Managed software licensing agreements; ensured compliance with regulations.
- Managed IT resources to ensure optimal performance and reduce downtime.
- Maintained updated inventory of all IT assets; facilitated efficient asset management.
- Installed new software for users and monitored version and patch update requirements.
- Setup, configured, and troubleshot Microsoft 365 applications.
SCHOOLS IT DESKTOP SUPPORT
Camden Council
01.2017 - 03.2025
- Providing 2nd/3rd line support Across 6 different sites
- Working remotely and face to face
- Taking extra steps to make sure customer services remain important
- Administration of cloud based systems (google & Office 365
- To handle incoming technical support incidents, requests and changes
- Management of personal call queue, ensuring calls are closed in a timely fashion
- Provide updates and ensure ongoing customer communication is maintained
- Perform software builds/re-builds on PCs and laptops as required
- Fix hardware & software faults and install upgrades to client hardware
- Be accountable for service stability, reliability & availability of the IT Infrastructure
- Responsible for monitoring and reporting for on-premise and cloud infrastructure, for early identification of issues
- Administration of active directory, SCCM 2012 R2, group policy management, Sims, Apple MACs
- Leading projects with teams ranging from 2-10
IT SUPPORT TECHNICIAN
Aylward Academy
01.2013 - 01.2017
- Talking to clients to get details of faults
- Working out the reasons for a fault and explaining these to the client
- Fixing equipment, including printers and scanners (known as peripherals)
- Setting up new equipment and upgrading existing systems
- Testing and servicing equipment
- Recording problems and their solutions for future reference
- Training clients on new systems or software applications
- To provide 1st/2nd line technical support; answering support queries via phone and email
- To maintain a high degree of customer service for all support queries and Adhere to all service management principles
- Using remote access software's (Symantec PC anywhere)
- Managing Printer server, cancelling jobs, adding new printers
- Logging calls onto helpdesk system and attempting first time fix in all cases
- Monitoring Servers
- Managing helpdesk system (assigning calls to colleagues)
- Manage own workload including agreeing next steps with clients, call back times and completion of all calls and queries in a timely manner
- Positively participate in my own professional development - keeping abreast with the latest technologies
- Using VMware, adding virtual machines, migrating from one host to another
IT SUPPORT TECHNICIAN
OASIS ACADEMY, ENFIELD, HADLEY
01.2012 - 01.2013
- Responsible for the installation and maintenance of IT equipment
- Supporting customers using remote access technologies and also by visiting client sites
- Diagnosis of desktop, application, networking and infrastructure issues
- Experience of supporting a wide and varied client base
- Troubleshooting PC's, laptops and mobile devices
- Providing 1st/2nd line support to users
- Administering the IT department's policies and procedures
- Installation and support of telecommunication equipment
- Maintaining a log of all problems detected and system back up
- Responsible for maintaining backups and for project work
- Working closely with software suppliers to resolve operational issues
- Firewall Configurations
- Using active directory
SALES ASSISTANT
BARCLAYS
01.2011 - 01.2012
- Talking to customers, finding out their needs, and then offering advice
- Handling customer complaints and returns
- Able to provide valuable knowledge and up to date advice on products
SALES ASSISTANT
MATALAN
01.2010 - 01.2011
- Supporting the store team and manager to increase revenue streams and profit targets
- Providing a friendly and helpful service to customers
- Maintaining high standards of presentation and cleanliness across the store
- Demonstrating good product knowledge to customers on key promotions and offers
- Providing cover in other areas during periods of holidays and sickness
- Approaching customers that may require assistance if you are on the shop floor
- Carrying out stock replenishment
- Ensuring all areas of the store remain tidy at all times
Education
5 GCSE's - inc Maths and English
Albany school
Enfield, Middlesex 08.2005 - 05.2011
Skills
- Diagnostics
- System Backup
- End User Support
- New Installations and Support
- Firewalls / Security
- Problem identification
- IT Maintenance
- Active directory
- VPN setup and maintenance
- Group Policy Management
- IT project management
- Network troubleshooting
- Remote access technology
- Technology upgrade planning
- Microsoft Office Suite
- Azure or aws platforms
- Remote desktop services
- DNS, dhcp, smtp protocols
- Server performance monitoring
- ICT infrastructure knowledge
Custom
Available on Request
Timeline
Technical Support Analyst
The Honourable Society of the Middle Temple
11.2022 - Current
SCHOOLS IT DESKTOP SUPPORT
Camden Council
01.2017 - 03.2025
IT SUPPORT TECHNICIAN
Aylward Academy
01.2013 - 01.2017
IT SUPPORT TECHNICIAN
OASIS ACADEMY, ENFIELD, HADLEY
01.2012 - 01.2013
SALES ASSISTANT
BARCLAYS
01.2011 - 01.2012
SALES ASSISTANT
MATALAN
01.2010 - 01.2011
5 GCSE's - inc Maths and English
Albany school
08.2005 - 05.2011
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