Matthew Roma
Rotherham
Summary
Detail-oriented IT professional specialising in Microsoft 365 administration, Microsoft Entra ID, Intune, and Active Directory support. Experienced in managing virtual desktop environments, SentinelOne security monitoring, and Windows 10/11 support. Focused on optimising ITSM processes, SLA management, and documentation to enhance organisational efficiency and security.
Overview
11
11
years of post-secondary education
3
3
years of professional experience
Work history
Service Desk Team Lead
etiCloud
Sheffield
2024.06 - 2026.03
- My main roles & responsibilities include:
- Oversaw daily Service Desk operations, ensuring effective team performance and customer satisfaction.
- Led the day-to-day operation of the Service Desk, ensuring appropriate staffing across shift patterns and on-call rotas to meet business and SLA requirements.
- Monitored live ticket queues, call volumes, and backlog trends to maintain service performance and prioritise workloads effectively.
- Acted as the primary escalation point for complex, high-impact, or customer-critical incidents.
- Coordinated incident and service request management, ensuring SLA compliance and maintaining service standards.
- Ensured incidents, service requests, and changes were accurately logged, categorised, prioritised, and resolved in line with documented ITSM processes.
- Proactively managed SLA compliance, identifying risks of breach and coordinating escalations to 2nd and 3rd line teams where required.
- Reviewed recurring incidents, collaborating with senior engineers to enhance root-cause resolution and first-contact fix rates.
- Provided technical oversight and support for Microsoft cloud and infrastructure platforms to enhance system performance.
- Provided senior technical support across Microsoft cloud and infrastructure platforms, including:
- Microsoft Entra ID (Azure AD) – user access management, authentication issues, and conditional access support
- Microsoft Intune – device management, policy deployment, and endpoint compliance
- Microsoft 365 / Office applications – user configuration, troubleshooting, and service support
- Supported endpoint security operations using SentinelOne, including alert triage, incident investigation, and remediation guidance.
- Assisted with administration and troubleshooting of:
- Active Directory domain controllers
- Group Policy Objects (GPOs)
- Session hosts / virtual desktop environments
- Supported account provisioning, permissions management, and access controls across customer environments.
- Led team development initiatives, fostering skills enhancement and performance improvement among Service Desk staff.
- Provided direct line management to Service Desk Engineers and Apprentices, including:
- Regular one-to-one meetings and performance feedback
- Day-to-day coaching and mentoring
- Identifying training needs and supporting technical skill development
- Promoted a collaborative, customer-focused team culture aligned with etiCloud’s service values.
- Encouraged consistent documentation and knowledge sharing to improve team capability and service resilience.
Technical Support Agent
XLN/Daisy
Sheffield
2022.09 - 2024.06
- Provided first, second, and third line technical support, resolving customer issues efficiently.
- Have technical Knowledge in telecoms.
- Technical knowledge in VOIP/Cloud Voice and products
- Motivated and engaged team to deliver exceptional service, providing guidance and promoting additional products effectively.
- Support and coach your team to have the best conversations with customers, putting customer service at the heart of everything you do and instilling that into your team.
- Implemented feedback and coaching techniques that improved team interactions with customers..
- A keen eye for positive customer experiences and to articulate potential improvements.
- Educating and training new recruits
- Assisting managers on their day-to-day roles
- My main roles & responsibilities include:
Education
Certificate - Principles of Cyber Security
Vision2Learn
OnlineBSc (Hons) - Cyber Security with Forensics
Sheffield Hallam University
Sheffield 2018.09 - 2022.06
BTEC Sport Level 3 Merit - 3 A-Level’s
All Saints Catholic High School/Sixth Form
Sheffield 2001.09 - 2008.06
Skills
- Office 365 administration
- Azure AD management
- Active Directory support
- Windows 10 / 11 support
- Session Hosts / Virtual Desktop Environments
- Incident management
- Endpoint security monitoring
- ITSM management
Key Skills
- Communication
- Confident verbal and written communicator with experience delivering presentations and engaging with technical and non-technical stakeholders.
- Problem Solving
- Strong analytical and practical problem-solving skills developed through customer-facing roles and technical projects, including Linux system builds and web server deployment (LAMP stack).
- Teamwork
- Proven ability to work effectively within diverse team environments, contributing to both individual and shared objectives.
- Planning & Organisation
- Well-organised with experience planning and coordinating activities, managing schedules, and handling financial responsibilities within team and society settings.
References
References available upon request.
Timeline
Service Desk Team Lead
etiCloud
2024.06 - 2026.03
Technical Support Agent
XLN/Daisy
2022.09 - 2024.06
BSc (Hons) - Cyber Security with Forensics
Sheffield Hallam University
2018.09 - 2022.06
BTEC Sport Level 3 Merit - 3 A-Level’s
All Saints Catholic High School/Sixth Form
2001.09 - 2008.06
Certificate - Principles of Cyber Security
Vision2Learn