Luke Connolly
London,Surrey
Summary
Reliable professional with strong problem-solving abilities and proactive approach. Demonstrates adeptness in technical troubleshooting and exceptional communication skills. Capable of driving user satisfaction and system efficiency in support environments. Detail-oriented technical support engineer with solid skills in resolving technical issues in hardware and software. Resourceful, flexible and committed team player. Dedicated to meeting tight deadlines to meet demands.
Overview
7
7
years of professional experience
5
5
Certification
Work History
Service Desk Engineer
Doherty Associates
High Holborn, Greater London
06.2018 - Current
- Passed apprenticeship with Distinction.
- Cyber-Security specialised (BTL Levels 1 & 2).
- Certified in SC-200, SC-300, and MS-102.
- Managed customer expectations with numerous tickets via calls and emails.
- Assisted primary contacts in resolving internal and external issues.
- Worked with SaaS: Office 365, Intune, Azure, SharePoint, PaperCut, Mimecast, Exclaimer.
- Advanced in Command Line and Powershell scripting.
- Configured and troubleshooted VPN and Accounting Software (SAGE, IRIS).
- Utilised remote tools: N-Able Take Control, Teamviewer, ScreenConnect.
- Navigated and troubleshooted Windows Server 2003-2019 and Mac servers.
- Printer troubleshooting, including scan to email.
- Received 300+ positive feedbacks by end of 2020.
- Restored files from backups on Datto Backupify, AvePoint, Azure backup.
- Worked with DHCP lease ranges, DNS changes, SSL renewal.
- Managed Active Directory users and leavers.
- Skilled in group policies and Entra Connect sync issues.
- User and service management on Windows, Mac servers, Office 365, Zendesk (JAMF), Azure, Intune, G Suite, Apple School Manager.
- Researched and resolved technical issues efficiently.
- Performed maintenance and repairs on installations and OS.
- Achieved SLAs by responding within 10-30 minutes of incidents or requests.
- Reduced help-desk call-handling times by 25 minutes.
- Answered calls within 10 seconds.
- Used ConnectWise Manage (CRM) for incidents and service requests.
- Experienced with remote shell tooling and file-sharing systems (RDP, SSH, FTP, DFS, NTFS).
- Prioritised time-critical tickets effectively.
- Improved user experiences through communication and issue resolution.
- Provided top-level customer experience.
Crew Member
McDonald's
North Cheam, Sutton
11.2014 - 11.2018
- Swiftly resolved issues to meet productivity goals.
- Contributed to team success with accurate and timely work.
- Quickly learned tasks to maximize performance.
- Followed procedural guidelines for best practices.
- Monitored and managed food stock levels.
- Collaborated effectively with team members.
- Provided product knowledge to customers.
- Worked well with teammates and accepted coaching.
- Maintained cleanliness in food preparation areas.
- Prepared and cooked customised food orders.
- Adhered to safety standards and rescue procedures.
- Properly labelled and stored food for freshness.
Education
A-Levels - TV & Creative Film
South Thames College
London09.2016
GCSE -
Raynes Park High School
Raynes Park, Merton09.2013
Skills
- Cyber-Security
- Microsoft products
- Networking
- Office 365 administration
- Problem solving
- Ticket management
- Leadership
- Communication
- Adaptability
- Email filtering services
- Call handling
Certification
Comptia 901 + 902 A+
KM 2, 3, 4 modules
Level 3 Infrastructure Technician Apprenticeship: Distinction
BTL Level 1 & 2 Cyber Security
MS-102 (Microsoft 365 Certified: Administrator Expert)
SC-200 (Microsoft Certified: Security Operations Analyst Associate)
SC-300 (Microsoft Certified: Identity and Access Administrator Associate)
Timeline
Service Desk Engineer
Doherty Associates
06.2018 - Current
Crew Member
McDonald's
11.2014 - 11.2018
A-Levels - TV & Creative Film
South Thames College
GCSE -
Raynes Park High School
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