Glen Sheals
Newport, Alt-yr-yn
Summary
IT support professional with a focus on troubleshooting, service continuity, and team coordination in fast-moving environments. Regularly monitored systems, carried out return-to-service procedures, and led out-of-hours technical teams to keep operations stable and issues under control.
Overview
14
14
years of professional experience
Work History
2nd Line Shift leader/ Winter Engineer
CGI
07.2018 - 09.2026
- Trained new employees on company policies, systems, and job responsibilities.
- Led 4 small teams of Technical Consultants OOH
- Executed technical return-to-service procedures for systems
- Managed team members and oversaw daily operations to ensure smooth workflow.
- Monitored and evaluated operational performance metrics
- Defined key team responsibilities for project success
- Conducted proactive operations monitoring to swiftly address potential issues.
- Monitoring by the second for issues
- Physical attention to server hardware
Helpdesk shift leader
CGI
08.2012 - 09.2018
- Trained new employees on company policies, systems, and job responsibilities.
- Provided first-line support for software and hardware queries, offering solutions or escalating to specialist teams when necessary.
- Managed technical support tickets, prioritising issues based on severity and impact to minimise downtime.
- Provided technical support to clients and end-users, offering solutions to operational issues.
- Achieved service time and quality targets.
- Resolved customer queries and problems using effective communication and providing step-by-step solutions.
- Handled customer concerns and escalated major issues to supervisor.
Education
Degree - Music Production
University of Glamorgan
01-2005
Skills
- Team supervision
- Operations monitoring
- Technical support
- Incident response
- Service restoration
- Return to service
- Systems monitoring
- Staff training
- Team leadership
Timeline
2nd Line Shift leader/ Winter Engineer
CGI
07.2018 - 09.2026
Helpdesk shift leader
CGI
08.2012 - 09.2018
Degree - Music Production
University of Glamorgan