Liarra Sims

Additional Responsibilities:

▸ Technical Services Representative on the Operational Leadership Team (OLT), collaborating across departments to shape technical strategy

▸ Technical Advisor on the AI Working Group Board, guiding AI implementation across the business

▸ Change Advisory Board (CAB) stakeholder — risk assessing and authorising high-impact IT changes

Key Responsibilities:

▸ Provided 1st & 2nd line support to ~100 employees across the UK and Pakistan, in person and via remote access tools

▸ Administered the full Microsoft 365 suite -SharePoint, Intune, Entra ID, Exchange, Defender, and Azure DevOps

▸ Managed domain services including Group Policy, user and group accounts, and computer management

▸ Oversaw on-premises and virtual server infrastructure: Domain Controllers, WSUS, VDI environments, Oracle databases, and Hyper-V

▸ Supported virtual remote access solutionsincluding Citrix, Always On VPN, and Sophos VPN

▸ Used Intune to automate application deployment, policy management, remediation scripts, and endpoint compliance

▸ Ran an ITILv4 service desk, managing triage, incident, problem, and event records

▸ Led weekly vulnerability management meetings, coordinating team actions and driving remediation

▸ Implemented company-wide changes aligned to ISO 27001 standards, strengthening security posture and compliance

▸ Carried out licence reconciliation and asset tracking via CMDB

▸ Conducted vendor audits and managed supplier information as part of formal vendor management

▸ Produced policies and technical documentationto standardise and improve IT processes

▸ Diagnosed and resolved hardware faultsacross laptops, peripherals, mobile devices, and printers

▸ Delivered 1st line technical support on network devices including routers, modems, and switches, resolving issues within agreed SLAs and KPIs

▸ Operated an ITILv4 service desk(FreshDesk) for incident logging, documentation, and ticket management

▸ Resolved billing and account queries using customer records, applying strong interpersonal and conflict resolution skills

▸ Designed physical and logical network infrastructure using GIS and CAD systems, supporting ISP-scale rollout planning

▸ Analysed spatial and infrastructure datasets to inform design decisions and coordinate field surveys

▸ Coordinated with field teams to problem-solve and accurately document infrastructure builds end to end

▸ Acted as Subject Matter Expert (SME), providing prompt technical guidance to support agents across the business

▸ Managed project tasks and deliverables in collaboration with senior engineers, tracking milestones and ensuring accurate as-built documentation

▸ Built working knowledge of cloud services and network management in a technical engineering environment

▸ Delivered 1st line support across a managed service provider (MSP), supporting customers across multiple industries via phone, email, and on-site visits

▸ Administered Microsoft 365 for hundreds of users — Intune, Entra ID, and Exchange Online management

▸ Managed customer devices through N-able RMM; resolved network, software, and hardware faults with minimal downtime

▸ Utilised PowerShell and Bash automation tools to update and track customer equipment

▸ Configured and deployed hardware and networking equipment at customer sites

▸ Progressed from supporting the lead designer to assuming full ownership of GIS workflow design, independently leading network planning processes for telecoms infrastructure rollouts

▸ Tracked and ensured delivery of project milestones and objectives across infrastructure build programmes

▸ Liaised with external stakeholders to oversee telecoms infrastructure builds and produce accurate as-built documentation

▸ Planned and coordinated field team appointments for service changes and new product delivery

▸ Applied an agile working approach to network infrastructure planning, using critical thinking to evaluate and select optimal solutions

▸ Authored business correspondence and technical documentation for internal and external audiences

▸ Acted as the primary point of contact for GIS design decisions, coordinating with stakeholders and field teams to ensure accurate, compliant infrastructure documentation