Harry Goodall

Potters Bar & Frome Depots

• Sole on-site IT resource for multiple depots, providing end-to-end IT support across first-line, second-line, and third-line issues, including out-of-hours network and infrastructure support.
• Managed all local IT operations for two depots, ensuring high user uptime and continuity for business-critical systems supporting the majority of company throughput.
• Acted as an escalation point for a 10+ technician helpdesk, resolving the majority of complex tickets independently and collaborating with Infrastructure Engineers on advanced issues.
• Led and delivered a full network overhaul at the Potters Bar depot, including planning, implementation, and post-change support.
• Played a key role in the migration from Hybrid AD to Microsoft Intune, owning design and implementation of:
  Configuration and compliance policies
  Windows Autopilot profiles
  Device enrollment and deployment workflows
  Go-live support and issue remediation
• Redesigned and automated the Joiners, Movers, Leavers (JML) process by:
  Structuring Azure AD security groups to mirror organisational hierarchy
  Automating group membership via Power Automate and PowerShell
  Automating M365 licensing, Intune profile assignment, and access control
  Significantly reducing onboarding errors and provisioning time per user
• Developed a PowerShell-based GUI tool wrapping common Exchange Online commands, increasing PowerShell adoption within the helpdesk and improving ticket resolution efficiency.
• Contributed to security operations and incident response, including:
  Daily investigation of Azure AD sign-in logs and audit logs
  Detection, investigation, and remediation of security incidents and breaches
• Automated multiple operational processes using PowerShell and Power Automate, reducing manual workload and improving reliability (e.g. automated depot supply monitoring workflows).
• Led the migration of six years of call recordings from legacy SharePoint storage to Azure Blob Storage using Power Automate.
• Managed helpdesk requests effectively reducing downtime experienced by employees.
• Maintained high client satisfaction with prompt technical support response times.

• Delivered day-to-day Service Desk operations, providing first and second-line support across hardware, software, and user access issues.
• Maintained and supported office IT infrastructure, including end-user devices, peripherals, and meeting room technology.
• Balanced reactive support with project delivery, contributing to multiple infrastructure and systems improvement initiatives.
• Led the implementation of a contact synchronisation solution, improving accuracy and consistency of user contact data across systems.
• Responsible for the decommissioning of end-of-life (EOL) server infrastructure, ensuring safe migration, minimal service disruption, and adherence to best practices.
• Provided extensive face-to-face user support in an office-based environment, developing strong stakeholder communication and customer service skills.
• Built a reputation for translating technical issues into clear, non-technical explanations, improving user confidence and issue resolution times.
• Conducted training sessions for staff on new software applications, enhancing their productivity levels.
• Responded to emergency situations promptly minimising disruption to business operations.

• Held sole responsibility for IT operations at the London office, supporting approximately 50 users including senior leadership and directors.
• Delivered hands-on desktop, hardware, and user support in a high-demand, office-based environment.
• Managed local IT assets and infrastructure, ensuring availability and reliability of end-user systems.
• Supported the central Service Desk alongside colleagues covering additional sites, contributing to ticket resolution and cross-site support.
• Maintained and controlled IT stock and asset inventory, ensuring equipment availability and accurate tracking.
• Performed regular backup monitoring and verification, supporting data protection and business continuity requirements.
• Developed strong face-to-face communication and stakeholder management skills through daily interaction with users at all levels of the organisation.

• Provided first-line IT support to users across ERM, resolving a wide range of technical issues including printer faults, hardware issues, and general office IT problems.
• Delivered responsive user support via ticketing systems and direct user interaction, ensuring minimal disruption to day-to-day operations.
• Managed Service Desk inventory and asset stock levels, maintaining required device quotas for user replacements and break/fix scenarios.
• Conducted regular stock takes, identified shortages, and raised procurement requests to maintain operational readiness.
• Prepared and imaged end-user devices to support rapid redeployment and minimise user downtime.
• Maintained accurate asset tracking and reporting, supporting effective device lifecycle management.

• Acted as the first point of contact for multiple client organisations, handling issues from initial call through to resolution or escalation to second-line support.
• Managed a high-volume support environment, handling 25+ calls per day while maintaining ticket queues and meeting SLA expectations.
• Logged, triaged, and prioritised incidents and service requests using a ticketing system, ensuring accurate documentation and efficient handover when escalation was required.
• Built, configured, and deployed end-user PCs, including:
  Joining devices to Azure Active Directory
  Configuring local administrator accounts
• Supported and troubleshot a range of client technologies, including:
  Firewalls (Sophos)
  Email security and spam filtering (Mimecast)
  VPN configuration and connectivity issues
• Provided clear communication to users throughout the incident lifecycle, improving resolution times and customer satisfaction.

• Joined the organisation at 16 years old, providing IT support to external clients primarily within legal and professional services environments.
• Delivered technical support within a cloud-hosted infrastructure based on Microsoft Azure and delivered via Citrix.
• Supported day-to-day operations of a multi-tenant cloud environment, resolving user, access, and connectivity issues.
• Created, modified, and disabled hundreds of user accounts in Active Directory, supporting joiner, mover, and leaver processes.
• Assisted with the setup and support of VPN connectivity for client users.
• Managed and supported Microsoft 365 tenants, with hands-on experience across:
  Exchange Online
  Microsoft 365 Security & Compliance / Security Center
• Ensured secure and compliant disposal of client hardware and storage media, following GDPR-aligned data handling and destruction processes.