Jacob Goodall

In my current role, I act as a senior escalation point for urgent and complex technical issues, primarily focused on P1 incidents that require quick and skilled resolution. I work closely with both the Enterprise Services and Infrastructure teams to tackle system-level problems, often collaborating across departments to ensure service stability. I also join weekly meetings with company directors to review outstanding problems and provide solutions that align with wider business goals.

Key responsibilities:

• Take ownership of high-priority incidents (P1/P2), working under pressure to restore services as quickly as possible.

• Handle advanced escalations from second line engineers, offering technical guidance and hands-on support.

• Work closely with senior technical teams to resolve underlying infrastructure and cloud issues, especially across Microsoft Azure environments.

• Use PowerShell and automation tools to streamline processes and reduce manual workloads.

• Contribute to long-term problem-solving by performing root cause analysis and implementing preventative measures.

• Participate in director-level meetings to help drive resolution of ongoing or high-impact problems.

• Keep internal documentation up to date to support knowledge sharing across teams.

Highlights:
• Played a key role in significantly reducing P1 response times across the support team.
• Helped resolve long-standing system issues through close collaboration with Infrastructure and Enterprise teams.
• Recognized for clear communication in high-pressure situations.

As a Second Line Support Analyst, I acted as a escalation point from the First Line Support team, handling more complex technical issues and working closely with customers to deliver timely, effective solutions. I learnt a lot in my second line role due to being able to investigate issues in more detail and being able to research and find root cause to the issues. I learnt trends of issues and managed to apply knowledge learnt from time on the job.

Key Responsibilities:

• Handled escalated support tickets from the First Line team, providing deeper technical analysis and solutions for a wide range of hosting and infrastructure-related issues.

• Completed initial domain migrations from on-premises environments to Microsoft Azure AD tenants, working under guidance from senior engineers and following best practices.

• Actively contributed to building the internal Knowledge Base, creating clear and reusable articles for recurring issues, now used across the wider support team.

• Provided real-time technical assistance through live chat, delivering responsive and customer-focused support for day-to-day issues.

• I taught new first line engineers as they joined the department and mentored them until they could work sufficiently on their own.

• Assisted in maintaining documentation, scripts, and standard procedures to ensure consistency and quality of service delivery. Key Achievements:

• Successfully completed several Azure domain migration projects, contributing to the company’s cloud-first strategy.

• Authored over 20 knowledge base articles, improving First Line resolution rates and onboarding speed for new team members.

• Received positive customer feedback for responsiveness and technical clarity during live chat support sessions.

I started out in IT as a new user administrator, focused on onboarding and offboarding tasks, including Microsoft license management. Over time, I moved into a broader technical role, handling incoming calls and tickets for common issues like password resets and software updates. I also had the opportunity to join senior engineers on on-site visits, giving me early exposure to hands-on technical troubleshooting.

Key responsibilities:
• Handled user account creation, access removal, and Microsoft licensing for new starters and leavers.

• Provided first point of contact support for a high volume of calls and tickets, covering a range of common IT issues.

• Triaged incoming tickets to ensure they were routed to the right teams quickly and accurately.

• Supported customers via phone and email, offering clear and friendly communication even under pressure.

• Joined senior engineers on client site visits to help troubleshoot hardware and connectivity issues in person.

Highlights:
• Successfully transitioned from a user admin role into a broader technical support position.

• Built a strong foundation in troubleshooting, communication, and customer service.

• Gained valuable real-world experience supporting both remote and on-site environments.