Nathan Pleavin
Liverpool
Summary
Motivated professional demonstrating strengths in IT support and service desk management. Adapts to changing demands through effective problem-solving and cross-site collaboration. Eager to contribute to team success with a strong focus on user satisfaction and operational efficiency.
Overview
9
9
years of professional experience
Work History
ServiceDesk Technician
Universally Speaking
05.2022 - Current
- Served as first point of contact across three sites and sole IT Technician on site at Liverpool, rotating am/pm shifts while supporting local users and providing remote assistance to Wyboston and Madrid offices and over 300 fully remote users.
- Managed the Helpdesk by completing tickets within SLA parameters and assigning tasks to other technicians.
- Dealing with server alerts, incidents and requests via ticketing system.
- Supporting Laptops, mobile phones, PCs, Macs, Tablets, Consoles, VR devices, switches, networking and more.
- Prepared office for business opening by configuring over 100 gaming spec PCs with Intune, wiring floor ports to switches, and establishing VLAN access policies via Meraki.
- Updating processes and keeping documentation up-to-date using Manage Engine.
- Ensure strict security practices are followed and enforced, while staying up to date with the latest developments in the field.
- PC build requests – hardware changes for client specifications.
- Led upgrade of CCTV system by transitioning to Verkada, managing complete setup and documenting processes.
- Cover for build and distribution team, this includes securely downloading builds from clients and pushing them to consoles, ensuring equipment is loaned out correctly and having more hands on support for consoles.
- Out of hours restarts of servers to ensure that systems all come back online and troubleshoot if needed.
Junior Technician
SysGroup
06.2021 - 04.2022
- Supported internal staff with IT issues across hardware, software, network, virtual machines, VoIP, Office 365, and emails, ensuring minimal downtime.
- Ensured devices complied with security standards by maintaining supported Windows versions and enabling BitLocker.
- Created, defined and implemented starter and leaver lifecycle process, from initial account creation using least-privilege to ensuring accounts were securely disabled.
- Developed inventory list of company machines and streamlined Active Directory and N-Central (Nable) for accurate record-keeping.
- Created a ticket system in Zoho to track and manage issues more effectively.
- Inventory auditing into inventory management software and controlled device disposal.
- Data Centres hardware auditing and hardware installation.
- Created design for moving devices into Endpoint Manager to ensure better control over devices.
IT Support Technician
Network Rail
07.2019 - 06.2021
- Developed training materials to guide agents in proper procedures and tool usage.
- Assisted network rail employees with IT issues, ensuring timely resolutions or appropriate delegation to support teams.
- Provided technical support to users, diagnosing software and hardware issues to minimise work disruptions.
- Helped customers set up new systems, applications and software.
- Updated software for new functionality and improved security.
IT Support Technician
ATOS - Ministry of Justice
04.2017 - 04.2019
- Resolved a range of software, hardware, and network issues for clients within the Ministry of Justice, including judges, addressing critical needs that supported government operations.
- Using various tools such as; Active directory, Computer Management, Remote access as well as various application specific tools on all windows OS to help to troubleshoot and then resolve client incidents.
- Supported clients in the transition to Windows 10, facilitating a smooth migration for all users.
- Ensuring that security procedures are correctly followed. Due to the sensitivity of some of the information stored on machines I have recently acquired SC clearance.
- Acquired security clearances including DBS, BPSS, and SC for access to sensitive information.
- Communicated with 3rd parties to support efficient investigations and documented notes for continuity.
- Developed weekly newsletters to communicate process changes, ensuring compliance among agents. This initiative gained acceptance and was adopted by other desks, with plans for implementation across all UK branches. Created a digital slideshow version for display on monitors.
Skills
- Service desk operations
- Remote support
- Network troubleshooting
- VPN connectivity management
- IT asset management
- Endpoint management
- Microsoft Intune and Autopilot
- Microsoft 365 administration
- Active Directory and Azure AD
- Microsoft Exchange administration
- PowerShell scripting
- Windows server management
- Virtual machine deployment
- Veeam backup solutions
- Firewall configuration
- Sophos VPN security
- Network security solutions
- Desktop and laptop support
- Mobile device management
- Apple device support
- Printer management
- Wi-Fi access point configuration
- Network switch management
- Server administration
- Verkada CCTV systems
- Group Policy management
- ManageEngine expertise
- ITIL practices knowledge
Training
- Mimecast role-based administration Certification Level 1 and Level 2
- Comp TIA A+
Hobbies and interests
- Playing Guitar
- Trying new recipes
- Playing with my cats
Timeline
ServiceDesk Technician
Universally Speaking
05.2022 - Current
Junior Technician
SysGroup
06.2021 - 04.2022
IT Support Technician
Network Rail
07.2019 - 06.2021
IT Support Technician
ATOS - Ministry of Justice
04.2017 - 04.2019