Summary
Overview
Work History
Education
Skills
Certification
Timeline
Personal Information
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Max Karcz-Edwards

Telford

Summary

I am an IT Support Technician with over 3 years of experience, currently supporting a busy organization with 400+ users. I have a strong background in troubleshooting hardware, software, and network issues, as well as managing device deployments and security updates. My experience includes working with Microsoft Intune, Azure Active Directory, PDQ Deploy, and very familiar with Jira and ServiceNow.

Overview

3
3
years of professional experience
1
1
Certification

Work History

IT Support Specialist

Britpart
12.2024 - Current
  • Provided first and second line support for over 400 users, helping resolve day-to-day issues with hardware, software, and network connectivity across different departments.
  • Set up, configured, and maintained desktops, laptops, and printers using Microsoft Intune and Active Directory.
  • Handled regular system updates and software deployments using PDQ Deploy, and used PowerShell scripts to automate basic tasks and improve efficiency.
  • Rolled out CrowdStrike Falcon across all user machines to improve endpoint security and ensure compliance.
  • Managed a high volume of support requests, both over the phone and through ticketing systems like ServiceNow, Jira, and ManageEngine.
  • Worked well under pressure to meet deadlines and support users while also juggling other ongoing technical projects.
  • Took the lead on getting the company certified for Cyber Essentials and Cyber Essentials Plus by ensuring all necessary security practices were in place and documented properly.

Information Communications Technician

Pentagon play
06.2022 - 12.2024
  • Set up and deployed over 100 devices for both staff and clients, including full hardware setup, secure configuration, and user onboarding following internal standards.
  • Recommended and implemented a cold/warm storage solution using AWS for archiving older data, which helped reduce costs, supported GDPR compliance, and made access easier for relevant teams.
  • Installed and configured VoIP systems across multiple office locations, improving day-to-day communication between teams.
  • Managed support tickets through Jira and kept asset records up to date using ServiceNow, including tracking equipment throughout its lifecycle.
  • Supported early cybersecurity improvements by rolling out MFA, setting up VPN access for remote staff, and carrying out basic network diagnostics, such as switch troubleshooting and resolving connectivity issues.

Education

GCSE -

Holy Trinity Academy
09-2021

Comptia A+
03-2024

Microsoft Certified: Endpoint Administrator Associate
08-2024

ITIL Foundation
12-2023

Skills

Device & User Management

  • Device deployment & management using Microsoft Intune
  • Microsoft 365 Admin Center
  • Azure Active Directory
  • BitLocker configuration
  • User onboarding & offboarding

IT Support & Troubleshooting

  • 1st & 2nd Line technical support
  • Remote support & desktop assistance
  • VPN setup and configuration
  • IP, DNS & connectivity troubleshooting
  • VoIP setup and support
  • Domain and email hosting support

Systems & Tools

  • Patch management with PDQ Deploy
  • PowerShell scripting (basic automation & maintenance tasks)
  • Jira, ServiceNow, and ManageEngine (ticketing & asset tracking)

Security & Compliance

  • MFA configuration & rollout
  • Cyber Essentials & Cyber Essentials Plus support
  • Endpoint protection (CrowdStrike Falcon)

Certification

  • CompTIA A+, CompTIA
  • ITIL Foundation, PeopleCert

Timeline

IT Support Specialist

Britpart
12.2024 - Current

Information Communications Technician

Pentagon play
06.2022 - 12.2024

GCSE -

Holy Trinity Academy

Comptia A+

Microsoft Certified: Endpoint Administrator Associate

ITIL Foundation

Personal Information

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Max Karcz-Edwards