Basketball
Kieran Ouanes
Manchester,United Kingdom
Work preference
Summary
IT support and infrastructure professional with extensive experience managing support for over 3000 users across the UK and Ireland. Proficient in 2nd line support, IT infrastructure, Windows environments, SCCM, Active Directory, Microsoft 365, Azure AD, and networking. Demonstrated expertise in troubleshooting complex technical issues and supporting critical business projects while maintaining high customer service standards in SLA-driven environments.
Overview
1
1
Certification
2
2
years of post-secondary education
9
9
years of professional experience
Work history
IT Field Engineer / 2nd Level Support Team
HSS Hire
Manchester
2023.08 - 2026.05
- Provided enterprise-level IT infrastructure and field support across multiple UK & Ireland sites supporting over 3,000 users.
- Key member of 2nd Level Support and Infrastructure Services team between August 2023 and September 2024, supporting escalated technical incidents and critical business systems.
- Delivered 2nd and 3rd line support for desktops, laptops, networking, user administration, and infrastructure-related issues.
- Manage incidents, service requests, and problem tickets using Freshservice ITSM while ensuring SLA compliance.
- Carry out hardware installations, upgrades, maintenance, and decommissioning of IT equipment across branch locations.
- Support Windows 10/11 environments, SCCM deployments, Active Directory, Azure AD, Microsoft 365, and Exchange administration.
- Troubleshoot LAN/WAN connectivity issues and Cisco Meraki networking infrastructure.
- Configure and support desktops, laptops, printers, scanners, Cisco phones, and chip & pin devices.
- Assist with infrastructure improvement projects and deployment activities aligned with company IT strategy.
- Provide technical support both remotely and onsite while maintaining high levels of customer satisfaction.
IT Service Desk Team Leader / 1st Level Support
HSS Hire
Trafford
2021.06 - 2023.08
- Led daily IT Service Desk operations while providing 1st Line Support to users across the business.
- Managed incidents and service requests through Freshservice, ensuring accurate ticket logging and SLA adherence.
- Provided 1st line and escalation support for technical issues across hardware, software, networking, and user accounts.
- Assisted with major incident communication and escalation management involving IT teams and senior leadership.
- Produced analytical reporting on recurring incidents and service trends to support continuous improvement.
- Supported proactive monitoring of internal systems and data centre infrastructure.
- Assisted in workflow improvements and ticketing optimisation within the ITSM platform.
- Created training plans and knowledge documentation for service desk technicians.
- Supported Active Directory administration, telecom system setup, and onboarding activities.
- Coordinated rotas, work allocation, staff training, and holiday management for the service desk team.
Administrator (Full-Time / Part-Time)
Pasha Restaurant
Manchester
2017.03 - 2021.06
- Managed administrative operations including payroll data entry, rota management, budgeting, and reservations.
- Maintained business records, documentation, and financial information with strong attention to detail.
- Supported internal IT systems and provided general technical assistance where required.
- Delivered high levels of customer service both in person and over the phone.
Education
GCSE Education - IT
Chorlton High School
ManchesterNVQ Level 3 - Azure Cloud Support Specialist
QA Apprenticeships
Manchester 2022.03 - 2023.09
Skills
- Windows 10 & Windows 11 Administration
- SCCM / Endpoint Management
- Active Directory & Azure AD
- Microsoft 365 & Exchange Online
- Freshservice ITSM
- 1st, 2nd & 3rd Line IT Support
- LAN/WAN & Network Troubleshooting
- Cisco Meraki
- Hardware Deployment & Imaging
- AV & Peripheral Support
- Desktop & Laptop Builds
- User Account Administration
- SLA & KPI Management
- Incident & Problem Management
- Microsoft Office Suite
- Technical Documentation
Certification
- Level 3 Azure Cloud Support Specialist Apprenticeship – Completed 2023
Additional Strengths
- Strong communication and stakeholder management
- Customer-focused approach to IT support
- Experience working within SLA and KPI-driven environments
- Ability to work independently and collaboratively
- Strong troubleshooting and problem-solving skills
- Adaptable and quick to learn new technologies
References
References available upon request.
Accomplishments
- Collaborated with team of 3 in delivery of SDWAN Migration project for 60+ locations across the UK & Ireland.
- Implemented new telephone system across 100+ sites across the UK
- Successfully configured and deployed 500+ new workstations across 60 regional sites ensuring 100% compliance with company hardware standards.
Work availability
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Sunday
morning
afternoon
evening
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Interests
Formula 1
Timeline
IT Field Engineer / 2nd Level Support Team
HSS Hire
2023.08 - 2026.05
NVQ Level 3 - Azure Cloud Support Specialist
QA Apprenticeships
2022.03 - 2023.09
IT Service Desk Team Leader / 1st Level Support
HSS Hire
2021.06 - 2023.08
Administrator (Full-Time / Part-Time)
Pasha Restaurant
2017.03 - 2021.06
GCSE Education - IT
Chorlton High School