Nathan Sankey
Hednesford,Staffordshire
Summary
With a thriving career at Node4/risual as a dedicated 3rd Line Support Engineer, I boast an impressive tenure of 9 and a half years, having commenced my journey as a Support Engineer Apprentice. Throughout my IT career, I’ve seamlessly transitioned through diverse roles, accumulating extensive expertise across a spectrum of Microsoft technologies–spanning both on-premise and cloud domains. My unwavering commitment to professional growth fuels my aspiration to continually expand and enhance my technical knowledge, propelling me toward future successes in the dynamic realm of IT.
Overview
9
9
years of professional experience
2017
2017
years of post-secondary education
1
1
Certification
Work history
Public Cloud 3rd Line Support Engineer
Node4
Stafford
12.2023 - 01.2026
- While transitioning into my current Public Cloud 3rd Line Support role, I seamlessly integrated the expertise acquired from my prior experiences. My proficiency extends across a spectrum of Microsoft technologies, including Azure (IaaS and PaaS), Office 365, Windows Server OS, Intune, Azure Virtual Desktop, Nerdio, PowerShell and on-premises applications such as Exchange, SharePoint, and S4B. My background encompasses collaborative endeavours within a managed service team, adhering to ITIL processes, and navigating diverse customer environments, both on-premises and in the cloud.
- Furthermore, I bring comprehensive knowledge of Active Directory/Entra ID, coupled with hands-on experience in effectively collaborating with and managing 3rd party vendors to expedite case resolutions. My familiarity with the ITIL Service Desk environment reflects a commitment to maintaining service excellence. This robust foundation not only validates my current role but also facilitates my ongoing acquisition of new skills within the dynamic realm of Microsoft technologies.
- In my role within the Public Cloud 3rd Line Support team, I work on solving complex issues and keeping services running smoothly. This includes handling critical P1 incidents quickly and effectively, as well as tackling proactive tickets to prevent problems before they happen. I regularly collaborate with teams like Networking, Security, and DevOps to troubleshoot and find solutions. I also make sure fixes are documented thoroughly and shared through knowledge base articles, helping the team improve and learn.
2nd Line Queue Coordinator
risual Ltd
Stafford
03.2023 - 12.2023
- In my former position as a 2nd Line Queue Coordinator at risual, I played a pivotal role within a specialized, ring-fenced team. My responsibilities were diverse, encompassing not only technical aspects but also non-technical tasks that added depth to my role.
- Engaging in Azure-centric work, I successfully managed tasks such as Azure Virtual Machine Maintenance, deploying resources through Infrastructure as Code (IaC), handling Azure service requests, and addressing Azure DevOps requests/issues. My duties extended beyond technical intricacies to include daily data integration checks, ticket management checks, and delivering insightful SLA reporting to our valued customer. This multifaceted role not only showcased my technical prowess in Azure but also highlighted my ability to seamlessly balance and excel in both technical and non-technical facets of the position.
2nd Line Support Engineer/1st Line Team Leader
risual Ltd
Stafford
08.2017 - 05.2023
- In my prior role, I not only maintained but elevated the scope of responsibilities from my previous position. The breadth of my expertise encompassed comprehensive case handling for a multitude of Microsoft technologies, delving into the intricacies of Office 365 (user management, licensing, security, and compliance), Azure (Active Directory, Data Factory, Resource Management, Endpoint Management), SQL, Dynamics 365, SharePoint, Exchange, and Skype/Teams.
- In addition to these technical responsibilities, I played a critical role in performing triage for 3rd party partners like Palo Alto and Anywhere365, ensuring swift escalation when necessary. I assumed managerial duties, conducting monthly personal development reviews for 1st line engineers, and acted as a dedicated escalation point for my team of 12 engineers.
- Facilitating knowledge sharing within the team was integral to my approach, achieved through diverse methods such as process documents, emails, and knowledge articles. My commitment extended beyond standard working hours, providing on-call support and actively participating in ticket reviews with customers, offering valuable technical insights when required.
- A key aspect of my contribution involved meticulous documentation and upkeep of internal processes, ensuring alignment and compliance across the team. I vigilantly managed cases across the entire team, ensuring timely updates, progression within customer SLAs, and appropriate escalation to 2nd line support when necessary. This dynamic role required adeptness in both internal and external change management processes, showcasing my adaptability and commitment to maintaining operational excellence.
Support Engineer Apprentice
risual Ltd
Stafford
08.2016 - 08.2017
- During my apprenticeship, I actively engaged in a dynamic learning environment, acquiring proficiency in internal processes essential for managing new starters, leavers, and device builds. My journey involved immersing myself in various Microsoft technologies and processes, transitioning seamlessly between proactive and reactive teams to gain comprehensive insights.
- A cornerstone of my role was troubleshooting issues, adeptly addressing challenges from both end-user and server/platform perspectives. I excelled in managing and prioritizing multiple service requests and incidents, ensuring seamless workflow continuity. Leveraging Microsoft Dynamics (CRM), I carefully tracked cases, ensuring they progressed, remained updated, and were resolved within defined SLAs, thereby upholding service excellence.
- My commitment to providing exceptional support extended to promptly addressing queries raised via phone calls and emails from end-users and external IT teams. With a keen focus on timeliness and efficiency, I navigated technical issues with finesse, contributing to a seamless user experience and fostering productive collaborations across the organization.
Education
ICT Level 3 Diploma -
South Staffordshire College
GCSE - Math’s
Staffordshire University Academy
GCSE - English
Staffordshire University Academy
BTEC - Physics
Staffordshire University Academy
BTEC - Biology
Staffordshire University Academy
BTEC - Chemistry
Staffordshire University Academy
OCR ICT Level 2 - undefined
Staffordshire University Academy
BTEC Sport Level 2 - undefined
Staffordshire University Academy
BTEC Public Services Level 2 - undefined
Staffordshire University Academy
BTEC Creative Media Production Level 2 - undefined
Staffordshire University Academy
Skills
- Azure (IaaS and PaaS)
- Office 365
- PowerShell
- Intune
- Azure Virtual Desktop
- Nerdio
- Windows Server OS
- On-premises Applications (Exchange, SharePoint, S4B, etc)
- Knowledge of an ITIL Service Desk environment
- AZ-900
Certification
- Risual LTD, Microsoft Technology Associate: Networking Fundamentals, 02/2017
- Risual LTD, Microsoft Technology Associate: Windows Server Administration Fundamentals, 02/2017
- Risual LTD, Microsoft Certified Professional, 10/2017
- Risual LTD, Microsoft Certified Solutions Associate: Windows Server 2012, 02/2018
- Risual LTD, Microsoft 365 Certified: Teams Administrator Associate, 07/2020
- Node4, Microsoft Certified: AZ-900 Azure Fundamentals
HOBBIES AND INTERESTS
I’m a sociable and outgoing person who enjoys staying active and connecting with others through hobbies and social activities. I regularly play pickleball and paddleball at my local clubs, which I love for both the fun and sociable aspect. I also make time to go to the gym, as keeping fit is important to me, physically and mentally.
Timeline
Public Cloud 3rd Line Support Engineer
Node4
12.2023 - 01.2026
2nd Line Queue Coordinator
risual Ltd
03.2023 - 12.2023
2nd Line Support Engineer/1st Line Team Leader
risual Ltd
08.2017 - 05.2023
Support Engineer Apprentice
risual Ltd
08.2016 - 08.2017
GCSE - Math’s
Staffordshire University Academy
GCSE - English
Staffordshire University Academy
BTEC - Physics
Staffordshire University Academy
BTEC - Biology
Staffordshire University Academy
BTEC - Chemistry
Staffordshire University Academy
OCR ICT Level 2 - undefined
Staffordshire University Academy
BTEC Sport Level 2 - undefined
Staffordshire University Academy
BTEC Public Services Level 2 - undefined
Staffordshire University Academy
BTEC Creative Media Production Level 2 - undefined
Staffordshire University Academy
ICT Level 3 Diploma -
South Staffordshire College