Manny Bhanot
Wolverhampton,UK
Summary
Motivated IT professional with proven progression from 1st Line Support to 2nd Line, now working as the Lead for 1st and 2nd Line Support, demonstrating strong technical capability and leadership within service desk operations. Experienced in supporting enterprise environments and delivering reliable IT services for organisations ranging from 50 to 2,000+ users.
Skilled in identity and device management across Microsoft technologies including Microsoft Entra ID, Microsoft Intune, Microsoft Exchange, and Active Directory, alongside endpoint deployment using Windows Autopilot and ITIL-based service management practices.
Recognised for supporting key IT initiatives such as ERP implementation with Microsoft Dynamics NAV, improving internal processes, and maintaining high levels of user support and service delivery. Now seeking to take the next step in my IT career, building on leadership experience to move further up the IT service chain with increased responsibility in service operations, team leadership, and organisational IT
Overview
5
5
years of professional experience
10
10
years of post-secondary education
Work history
Lead IT Support Engineer UKI
Culligan
2024.03 - 2026.03
- Administered Microsoft Entra ID managing user identities, access controls, MFA, and conditional access policies to maintain secure system access.
- Managed endpoint devices and compliance policies using Microsoft Intune, ensuring secure configuration and consistent device management across the organisation.
- Supported 2,000+ users across multiple sites, troubleshooting hardware, software, and access issues while maintaining high service availability.
- Administered Microsoft Exchange including mailbox provisioning, distribution groups, and mail flow troubleshooting.
- Managed incidents, requests, and problem tickets through ServiceNow, ensuring timely resolution and SLA compliance.
- Deployed and configured new devices using Windows Autopilot, including device imaging, hardware setup, and onboarding support for new employees.
- Assisted with IT onboarding/offboarding processes, user provisioning, and hardware lifecycle management.
- Created internal knowledge base documentation to improve IT processes and enable faster issue resolution.
- Experience supporting compliance and data governance initiatives using Microsoft Purview
IT Support Analyst
Workwear Uniform Group
Oldbury
2021.11 - 2024.03
- Managed user accounts, groups, and licensing in Microsoft 365 and Active Directory, including password resets, mailbox management, and access provisioning.
- Provided IT support for 50+ users both remotely and on-site, troubleshooting laptops, PCs, mobile devices, printers, and network issues.
- Implemented Microsoft Dynamics NAV ERP system and delivered user training to support adoption across the organisation.
- Supported the rollout of a cloud-based phone system with Lilly Comms, reducing desk hardware and improving workspace efficiency.
- Assisted the organisation in achieving Cyber Essentials by supporting security best practices and compliance improvements.
- Managed endpoint security features including BitLocker encryption and MFA through Azure Active Directory.
- Installed and maintained wireless networking infrastructure using Ubiquiti UniFi access points and performed network patching.
- Supported warehouse technology implementations including Dematic automation systems for WMS/ASRS operations.
- Utilised an ITIL-based helpdesk ticketing system to manage incidents, service requests, and user support via phone and email.
- Experience managing network security solutions including WatchGuard firewalls and related infrastructure.
- Performed data exports, reporting, and general system administration tasks to support business operations.
Trainee Business Systems Specialist
Wrekin Housing Group
2021.10 - 2021.11
- Programming and maintenance of developed software
- Software development
- System design
IT Repairs/Warehouse
NGeneration
2021.05 - 2021.07
- Asset control
- Managing stock level
- Triage IT equipment
- Repairing printers, tills, tablets, PCs and laptops
Education
BSc (Hons) - Computing and Information Technology
Birmingham City University
2017.07 - 2020.07
BTEC Level 3 Extended Diploma - IT
Dudley College
2015.01 - 2017.01
6 GCSEs A-C - including English, Maths, and IT
SWB Academy
2010.01 - 2015.01
Skills
- IT Service Management: ITIL Frameworks, Incident & Request Management, SLA Management, Service Desk Leadership
- Microsoft Technologies: Microsoft Entra ID, Microsoft Intune, Microsoft Exchange, Active Directory, Microsoft Azure
- Endpoint & Device Management: Desktop Support, Mobile Device Support, Device Deployment, Hardware Maintenance, Software Installation & Upgrades
- Security & Access Management: MFA, VPN Configuration, Cybersecurity Best Practices, BitLocker Encryption
- Networking & Infrastructure: Network Troubleshooting, Patch Management, Wireless Infrastructure, VoIP Systems
- VoIP Platforms: Five9, Vonage, RingCentral
- Customer Support Tools: Remote Support using TeamViewer, End-User Support & Training
- IT Operations: IT Equipment Procurement, IT Project Coordination, Documentation & Knowledge Base Creation
- Additional Platforms: Apple Business Manager, ERP Support (Microsoft Dynamics NAV)
Other information
Full, clean driving license
Languages
English
Native
Punjabi
Fluent
Hindi
Intermediate
References
References available upon request.
Timeline
Lead IT Support Engineer UKI
Culligan
2024.03 - 2026.03
IT Support Analyst
Workwear Uniform Group
2021.11 - 2024.03
Trainee Business Systems Specialist
Wrekin Housing Group
2021.10 - 2021.11
IT Repairs/Warehouse
NGeneration
2021.05 - 2021.07
BSc (Hons) - Computing and Information Technology
Birmingham City University
2017.07 - 2020.07
BTEC Level 3 Extended Diploma - IT
Dudley College
2015.01 - 2017.01
6 GCSEs A-C - including English, Maths, and IT
SWB Academy
2010.01 - 2015.01