Kane Cochrane
Norwich,NFK
Summary
Client Infrastructure Engineer with 4 years of experience in optimizing IT systems and enhancing security. Demonstrated expertise in IT auditing, configuration management, and Azure Cloud, resulting in improved system reliability and efficiency. Proven track record in team leadership and program management, effectively driving client satisfaction through advanced technology solutions. Strong decision-making, planning, and communication skills complement a commitment to delivering results in high-volume environments.
Overview
4
4
years of professional experience
Work History
Client Infrastructure Engineer
ITVET Ltd
06.2024 - Current
- Manage client IT systems for seamless operations, enhancing system reliability.
- Lead proactive maintenance, identifying issues early, ensuring swift resolution.
- Conduct IT audits, recommending timely upgrades, boosting system efficiency.
- Oversee configuration backups, securing networks, mitigating vulnerabilities.
- Optimize client infrastructure systems, enhancing performance and security.
- Conduct thorough assessments, implement strategic upgrades, and resolve complex technical issues.
- Adapt to MSP, streamline processes, enhance client solutions.
- Scouted for new roles, demonstrating leadership potential.
- Oversee patching, inventory, security for clients.
- Conduct technical pre-sale evaluations, in order to prevent issues.
- Drive efficiency, improve client satisfaction.
- Managed device patching and triaged cybersecurity incidents efficiently.
- Developed a PowerShell scripts to automate resolution of patching issues, reducing user calls, enhancing service desk focus.
- Collaborated on system integration with cross-functional teams for seamless operations.
- Redesigned phishing test system, trialed company-wide, improving security awareness.
- Integrated new technologies like VoIP, boosting operational efficiency.
- Installed and maintained IT hardware, ensuring system reliability and efficiency.
- Managed user accounts and VoIP systems, enhancing user accessibility and communication.
- Triaged support requests, resolving issues promptly to maintain operational continuity.
Client Service Advisor
ITVET Ltd
05.2023 - 06.2024
- Provided expert guidance on client inquiries and service options.
- Developed strong relationships with clients to enhance their experience.
- Coordinated service appointments and managed client schedules effectively.
- Resolved client complaints by implementing effective solutions quickly.
- Assisted in training new staff on customer service protocols and systems.
- Maintained detailed records of client interactions for future reference.
2nd Line Desktop Support Engineer
e.surv Chartered Surveyors
Kettering
09.2022 - 05.2023
- Provided technical support for desktop systems and applications across the organization.
- Diagnosed hardware and software issues for efficient problem resolution.
- Installed and configured operating systems on user workstations.
- Assisted users with account setups and access issues to enhance productivity.
- Collaborated with IT team to implement system upgrades and patches.
- Maintained inventory of IT equipment to ensure resource availability.
- Conducted training sessions for staff on software applications and tools.
- Documented troubleshooting processes to improve future support efforts.
1st Line Service Desk Technician
e.surv Chartered Surveyors
Kettering
08.2021 - 09.2022
- Provided technical support to users for software and hardware issues.
- Diagnosed and resolved IT incidents across multiple platforms and devices.
- Managed service requests using ticketing systems to track and prioritize issues.
- Collaborated with teams to implement system updates and upgrades smoothly.
- Trained staff on new technologies and software applications effectively.
- Maintained documentation for processes, procedures, and resolutions consistently.
- Assisted in identifying recurring problems and suggested improvements proactively.
- Ensured compliance with company policies while handling sensitive information securely.
- Provided technical assistance and support to end users for hardware, software, network and peripheral issues.
Education
FILM AND MOVING IMAGE PRODUCTION -
Norwich University of the Arts
Norwich, Norfolk06.2020
Skills
- 365 Administration
- Windows 10/11 Support
- Workstation Building and Configuration
- Azure Cloud
- IT Auditing
- Email Security
- Active Directory
- Risk Awareness Training
- Configuration Management
- Change Management
- User Training
- Process optimization
- Service level agreements
- Client relationship management
- IT infrastructure management
- Network troubleshooting
- System security
- Technical documentation
- Effective communication
- Problem solving
Personal Information
Date of Birth: 01/31/98
Timeline
Client Infrastructure Engineer
ITVET Ltd
06.2024 - Current
Client Service Advisor
ITVET Ltd
05.2023 - 06.2024
2nd Line Desktop Support Engineer
e.surv Chartered Surveyors
09.2022 - 05.2023
1st Line Service Desk Technician
e.surv Chartered Surveyors
08.2021 - 09.2022
FILM AND MOVING IMAGE PRODUCTION -
Norwich University of the Arts
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