Erve Bayette

• Performed Layer 1 physical troubleshooting of network equipment including PPPoE, ADSL, VDSL, FTTC, and FTTP connections to maintain infrastructure uptime.
• Proactively monitored and administered network and server infrastructure using tools such as PRTG, FortiManager, Meraki, Unifi, SNMP/WMI, and syslog, covering routers, switches, firewalls, wireless access points, servers, applications, and storage systems.
• Conducted in-depth OSI model and TCP/IP troubleshooting including VLANs, DHCP, DNS, PPPoE, duplex/speed mismatches, wireless configurations, host firewalls, RADIUS authentication, OSPF routing, IPv4 addressing, IPsec VPNs, and port security.
• Resolved Windows Server issues including disk space management, pagefile configuration, and disk extension tasks, contributing to system reliability and performance.
• Managed virtualised environments with VMware and Hyper-V, including snapshot management, disk expansion, and VM health checks.
• Developed a Hyper-V lab environment replicating production infrastructure — deployed domain controllers, file servers, and client machines; practised VM migrations, backups/restores, snapshot management, and remote PowerShell administration.
• Provided foundational Azure cloud administration and investigation, supporting hybrid environments and user access control.
• Coordinated with third-party vendors and ISPs to troubleshoot connectivity issues such as slow or down lines, DNS resolution failures, domain blocking, and licensing renewals.
• Provisioned and configured network hardware including Unifi access points, DrayTek routers, modems, and 5G routers, including onsite installations to optimise customer infrastructure.
• Assisted with backup and replication troubleshooting using Veeam, ensuring data integrity and business continuity.
• Developed and maintained comprehensive network documentation to support knowledge sharing and audit readiness.
• Contributed to ISO 27001 certification by supporting physical security projects including recabling communication rooms and securely decommissioning network devices.
• Followed ITIL best practices to triage, categorise, and prioritise incidents based on impact and urgency, ensuring timely resolution within SLA targets.
• Demonstrated ownership of multiple high-priority (P1) incidents, managing escalation and communication effectively with VIP stakeholders and cross-functional teams to minimise downtime and business impact.

Provided VIP desktop and infrastructure support for Windows/macOS users, including
troubleshooting Microsoft 365 applications (Teams, SharePoint, Outlook).
Managed user lifecycles in AD and Azure AD, enforcing MFA and Conditional Access policies for secure access.

Deployed and configured devices using Autopilot and SCCM with compliance baselines and application installs.

Resolved infrastructure issues related to mapped drives, DNS, DHCP, and printer GPOs.

Created internal knowledge base articles to assist with common application support queries, reducing repeat tickets.

• Acted as a point of contact for IT support within the company (The Salvation Army, Hestia, catch 22, etc.), handling a variety of technical issues.
• Delivered timely, effective resolutions to both software and hardware problems, minimising disruptions and ensuring a seamless experience for end-users.
• Performed user account administration in Active Directory, including onboarding/offboarding, Group Policy management, and access control, ensuring alignment with security protocols.
• Delivered expert-level support for Windows 10 and 11 devices, managing imaging, patching, driver updates, and performance troubleshooting.
• Deployed and managed Windows 10/11 devices via Microsoft Intune, creating compliance policies, configuration profiles, and conditional access rules. Used Autopilot for provisioning and resolved deployment/sync issues across devices to ensure secure, compliant access.
• Provided end-user support for MFA configuration, access issues, and policy enforcement.
• Supported and maintained virtual desktop environments such as Windows Virtual Desktop (WVD), optimising remote access capabilities and enhancing user productivity.
• Configured and supported mobile device management via Microsoft Intune, enforcing security policies and enabling secure mobile access for remote users.
• Maintained detailed documentation of support processes and technical procedures using an ITSM tool, ensuring accountability and knowledge continuity.
• Applied ITIL best practices to service management, contributing to process improvements and operational efficiency.
• Assisted in the deployment, setup, and maintenance of IT equipment, including PCs, laptops, and peripherals, ensuring readiness and functionality across the organisation.
• Provided support for Microsoft 365 and Azure environments, including mailbox management, licensing, Exchange Online, SharePoint, Teams administration, and identity management via Azure Active Directory.
• Monitored and troubleshot network infrastructure including VLANs, routing, DHCP, DNS, NAT, and SNMP, using tools such as PRTG Network Monitor to maintain optimal network health and performance.
• Collaborated closely with senior IT staff to escalate complex issues, learning advanced troubleshooting techniques and contributing to long-term IT strategy and solutions.
• Supported Catch 22 onsite, gaining specialised experience in handling unique IT needs for this project, and ensuring uninterrupted technical support in a high-demand environment.

• Acted as the first point of contact for IT support within the company, handling a variety of technical issues.
• Delivered timely and effective resolutions to software and hardware problems, ensuring minimal user impact.
• Managed user accounts, including setups, changes, and password resets, within Active Directory.
• Assisted with the deployment and maintenance of IT equipment, including PCs, laptops and peripherals.
• Collaborated with senior IT staff to escalate complex issues and contribute to long-term IT solutions.
• Managed Active Directory and Office 365 tasks such as user provisioning, mailbox creation, and permission management.
• Supported end-user application issues on Windows and macOS platforms,
  including Office Suite and VPN connectivity.