Laszlo Akkerman
Saiycom MSP
London,UK
Work preference
Job search status:
Open to work
Desired job title
Desktop Support Engineer2nd Line Support EngineerSenior IT Analyst
Work Type
Contract workGig work
Minimum Desired Compensation
£45000/yr
21
Years of experience
Dedicated and analytical 2nd Line Support Engineer with over 18 years of experience troubleshooting complex hardware, software, and network issues. Proven track record of resolving service escalated tickets from 1st line teams, minimizing system downtime, and maintaining high SLA compliance. Adept at bridging the gap between technical infrastructure and non-technical end-users to deliver excellent customer service.
Work history
IT Support /Senior Technical Support Engineer
2 Months- Provided 2nd line and Tier III support for Ubuntu Linux, macOS, Windows, iOS, and Android environments, ensuring seamless user experiences.
- Led deskside and remote support operations, enhancing knowledge base and documentation for improved team efficiency.
- Mentored junior engineers and collaborated with Security, Infrastructure, and Legal teams to foster innovative IT solutions.
- Implement endpoint management, patching, and device lifecycle strategies using Intune and ManageEngine.
- Configure and manage DLP, Safe Links, Defender for Office 365; enforce Zero Trust and privileged access management.
- Administer and ensure email compliance (DKIM, SPF, DMARC).
- Automate onboarding/offboarding workflows using PowerShell and Azure Automation.
- Optimize identity and access management via Entra ID, Conditional Access, and SSO policies.
- Architect and deploy enterprise collaboration platforms (Microsoft 365, Teams, OneDrive).
Desktop Support Engineer
2 Months- Resolved complex technical escalations from the 1st line service desk, maintaining 95%+ SLA resolution rate across 200+ monthly tickets.
- Deployed and managed Windows 10 & 11 devices using Intune Endpoint Manager (Azure).
- Configured and deployed company hardware, including laptops, desktops, mobile devices, and network printers via Microsoft Intune/SCCM.
- Administered Active Directory and Microsoft 365, managing user permissions, group policies (GPOs), and security groups.
- Delivered VIP white-glove support with administrative rights for Windows and Mac users, ensuring seamless access and performance for high-profile clients.
- Coordinated with enterprise teams to enhance system uptime and user experience, contributing to increased user satisfaction.
- Implemented Zero Trust model using Okta/Crowd Strike and MFA, resulting in a 70% reduction in security incidents.
Desktop Support Engineer
2 Months- Delivered VIP 2nd line support with administrative rights across Active Directory, Office 365, Azure, macOS, and Windows, ensuring seamless operations for high-profile users.
- Deployed Windows 10 & 11 devices through Intune Endpoint Manager with MFA, enhancing security and user access efficiency.
- Deployed software applications efficiently via Microsoft SCCM, boosting productivity.
- Troubleshot and repaired hardware problems for improved system performance.
- Managed stock level of IT equipment effectively to avoid supply shortages.
Desktop Support Engineer Analyst
2 MonthsAdmin, Service Desk IT Support Analyst
- Provided service desk, backup engineer, and DSS support analyst services.
- Deployed laptops, PCs, and Macs for new users; troubleshoot and resolved root causes.
- Delivered VIP support, new user server setup, and password resets in Active Directory.
Computer Repair Technician
2 Years 2 Months- Repaired PC and laptop hardware faults; installed Windows and macOS software; performed data recovery.
- Troubleshoot Mac and PC issues, identifying root causes and implementing solutions.
2nd Line Support
7 Years- Created new organizational units (OUs) and set up new accounts, password resets, and VPN.
- Supported Windows Server, Active Directory, Office 365, networking (DHCP/DNS), and all smartphone platforms.
- Troubleshooting / "Problem-solving" / Troubleshot hardware, software, and network issues for 500+ end users across three office locations.
- Active Directory/ user provisioning, group policy management, password resets, OU structure.
- Managed Active Directory environment supporting 1,200 users accounts, including group policy configuration and OU administration.
- Windows 7/10/11
- Windows Server (2008,2012, 2019, 2022).
- Ticketing Systems: ServiceNow, Zendesk, Freshdesk, ConnectWise, Remedy. Managed incident queue in ServiceNow, resolving an average of 45 tickets per day with a first-call resolution.
- Supported business-critical applications, collaborating with 3rd line infrastructure teams to resolve severe infrastructure outages.
- Conducted user onboarding and offboarding, provisioning accounts, setting up hardware, and delivering brief technical orientations.
Education
BSc - Computer Science / Information Technology
- CompTIA A+ Certified Professional, Linux+ (LX0-101)
- Apple Certified Mac Technician (ACMT).
- Microsoft 365 and Azure Fundamentals (AZ-900)
- MCSA Certified – Computer Global Technology Industry Association (2008)
- Cisco Certified – Microteach Toronto / Global Telecom
- Bitdefender / Gravity-Zone XDR – Security & Endpoint Protection.
Skills
Operating Systems: Windows 10/11
Windows Server 2016/2019/2022
macOS
Linux Ubuntu
Hardware & Networking: DNS
DHCP
TCP/IP
VPN configuration
Cisco switches
routers
VoIP
Active Directory
Software & Cloud: Microsoft 365 Administration
Azure AD/Entra ID
Exchange Online
Microsoft Teams
Endpoint Manager
Intune
MobileIron
ManageEngine
Security & Compliance: DLP
Safe Links
Defender for Office 365
Proofpoint
DKIM/SPF/DMARC
Cloud Platforms: Azure
Identity & Access Management
Patch Management
Device Lifecycle Strategies
ITSM & Tools: ITIL framework
ServiceNow
SCCM
Intune MDM.
Additional: Troubleshooting
Incident Escalation (Tier III)
Technical Documentation
Mentoring & Team Leadership
Cross-Functional Collaboration.
Timeline
IT Support /Senior Technical Support Engineer
Saiycom MSP
08.2026 - 10.2026Read More
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Notting Hill Genesis Housing
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06.2015 - 08.2017Read More
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01.2006 - 01.2013Read More
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