Reza Poursamandi
Manchester
Summary
Experienced Technology Specialist with 5 years in IT support and over 7 years in customer service. Proficient in 2nd and 3rd Line Support, Cisco Meraki, AWS, and Microsoft technologies. Skilled at troubleshooting complex IT issues, optimizing network performance, and implementing cloud solutions. Strong background in addressing customer needs and enhancing user experiences. Effective communicator with a collaborative work style. Dedicated to continuous improvement and problem-solving.
Overview
12
12
years of professional experience
1
1
Certification
Work History
IT Infrastructure Engineer (3rd Line Support)
Classic Football Shirts
11.2024 - Current
- Designed and deployed a complete IT infrastructure from the ground up, including service desk, network, and server environments.
- Implemented a full ITSM-based service desk solution to streamline support processes and incident management.
- Managed and configured network equipment including switches, routers, Wi-Fi systems, and DrayTek firewalls.
- Set up and maintained site-to-site VPNs and remote dial-in access for teleworkers using DrayTek solutions.
- Rebuilt server rooms at HQ and retail stores to improve infrastructure reliability, security, and scalability.
- Administered Microsoft Azure, Entra ID, AutoPilot, Intune, and implemented MFA and email security policies.
- Managed Google Workspace, including user provisioning, access controls, and app integrations.
- Created and maintained internal knowledge base and technical solution articles to reduce ticket volumes and empower users.
- Developed Slack integrations with third-party applications to automate workflows and improve communication.
- Led organisation-wide cybersecurity awareness campaigns, including simulated phishing attacks and user training.
- Oversaw the deployment and support of IP phones and BT Cloud Voice (BT Cloud Work) systems.
- Administered Synology NAS storage with enhanced security hardening and scheduled updates.
- Planned and executed scheduled upgrades for network and security devices to ensure optimal performance and compliance.
- Provided expert 3rd line support across all IT systems and services, supporting users across stores, HQ, and remote locations.
Technology Specialist (3rd Line)
APS Group
03.2023 - 10.2024
- Handled day-to-day troubleshooting of IT issues involving network, cloud, and system problems, ensuring quick and effective solutions to keep operations running smoothly.
- Optimized and managed Cisco Meraki devices and handled advanced AWS configurations, improving infrastructure performance.
- Collaborated with the service desk team, refining processes to enhance incident response times and reduce recurring issues.
- Supported the setup and troubleshooting of Microsoft Azure, O365, Intune, SharePoint, and Auto Pilot services, helping users resolve issues and optimize their workflows.
Service Desk Analyst (2nd Line)
ODEON Cinemas Group
06.2022 - 03.2023
- Supported the setup of the successful IT infrastructure for multiple ODEON sites, including London, ensuring operational continuity by configuring and deploying PCs, tills, EPOS systems, card readers, Cisco switches, handheld devices, and kiosks.
- Managed end-user device and operating system deployment across distributed locations, including large-scale rollouts.
- Administered public cloud solutions (Azure) and on-premise server technologies (Windows Server 2019+).
- Ensured system stability by maintaining proactive monitoring, system updates, and resolving complex IT escalations.
Service Desk Technician (1st Line)
ODEON Cinemas Group
05.2021 - 05.2022
- Provided first-line support for a range of technical issues via phone, on-site, and remote channels.
- Actively resolved user issues, escalated more complex problems to senior staff, and ensured all helpdesk records were updated accurately.
- Handled ongoing system maintenance tasks, including backups, antivirus, and updates.
- Installed, configured and maintained computer systems and network connections.
- Patched software and installed new versions to eliminate security problems and protect data.
- Monitored system performance to identify potential issues.
Technical Support Engineer
Digital Applications International
03.2020 - 09.2020
- Monitored and resolved incidents affecting critical business systems within stringent SLAs, ensuring minimal disruption.
- Proactively addressed system alerts and provided real-time support via phone and email for large-scale operations.
- Documented faults and bugs for referral to development staff for use in updates.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
Sales Guru
O2 Store
11.2015 - 02.2020
- Delivered expert customer service and technical advice on mobile phones and gadgets, consistently exceeding customer expectations.
- Proven ability to develop and implement creative solutions to complex problems.
- Delivered services to customer locations within specific timeframes.
Sales Advisor
Maplin Electronics
09.2013 - 10.2015
- Provided professional technical support in a fast-paced retail environment, ensuring customer satisfaction and driving product sales.
- Maintained current knowledge of applicable sales and product changes in order to provide best possible service for all customer needs.
- Listened to customer details and offered matching solutions to meet wide range of requirements.
- Increased sales by offering advice on purchases and promoting additional products.
Education
BSc - Information Technology
Asia Pacific University College of Technology & Innovation
Malaysia 01.2011
Diploma in Retail Skills -
Maplin Academy
London, ENG01.2014
Skills
- Cisco Meraki
- Access Points
- Switches
- Routers
- Firewalls
- AWS
- IAM
- EC2
- S3
- ACLs
- Networking
- Firewall Rules
- Microsoft Azure
- O365
- Intune
- SharePoint
- Auto Pilot
- Windows Server 2019
- VMware
- Hyper-V
- Active Directory
- Domain Management
- TCP/IP
- VLANs
- DHCP
- DNS
- Service Desk Management
- IT Support
- ITIL v3
- CompTIA A
- CCNA Routing & Switching
Certification
- CompTIA A+
- Cisco CCNA (Routing & Switching)
- AWS Certified Cloud Practitioner (CCP)
- AWS Certified Solutions Architect - Associate (SAA)
Timeline
IT Infrastructure Engineer (3rd Line Support)
Classic Football Shirts
11.2024 - Current
Technology Specialist (3rd Line)
APS Group
03.2023 - 10.2024
Service Desk Analyst (2nd Line)
ODEON Cinemas Group
06.2022 - 03.2023
Service Desk Technician (1st Line)
ODEON Cinemas Group
05.2021 - 05.2022
Technical Support Engineer
Digital Applications International
03.2020 - 09.2020
Sales Guru
O2 Store
11.2015 - 02.2020
Sales Advisor
Maplin Electronics
09.2013 - 10.2015
BSc - Information Technology
Asia Pacific University College of Technology & Innovation
Diploma in Retail Skills -
Maplin Academy
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