Romaine English-Joel
Sheffield,South Yorkshire
Summary
Dedicated IT Infrastructure engineer, able to respond to a wide range of challenges with a focused and creative approach. Highly effective at problem-solving and decision-making. 8 years of progressive IT experience.
Overview
10
10
years of professional experience
Work History
3rd Line IT Support
Open Network services
Sheffield, South Yorkshire
05.2024 - Current
- Streamlined IT processes to improve overall efficiency.
- Provided robust IT support to ensure minimal downtime.
- Increased customer satisfaction by efficiently resolving IT queries.
- Maintained IT infrastructure with regular updates and upgrades.
- Provided training to staff, improved their IT skills.
- Minimised disruptions by troubleshooting IT issues promptly.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
L2/L3 RMM IT Infrastructure engineer
Auxilion
12.2021 - 05.2024
- Worked with a fantastic infrastructure team on a four on-4 off 12-hour rotation
- Configured and maintained various customer environments and requests as required.
- Acted as an escalation point when required from customers or internally
- Proactive in highlighting issues in environments when spotted, fast reaction time to significant incidents or escalations
- Greatly expanded knowledge of ITIL Processes and IT in general.
- Configured Several servers and solution
- Maintained customer environments over-night when requested by the business
- Provided excellent troubleshooting when faced with business Critical incidents
- Kept up-to-date with business pracitses
- Provided advise and solutions to issues to previous Colleagues when required
L1 SOC Engineer
Auxilion
11.2017 - 12.2021
- Acted as a L1 SOC engineer within a large team
- Managed Several Contracts throughout the MSP
- Became the main point of Knowledge of IT Systems, equipment and general inquiries
- Assisted the Infrastructure team In monitoring alerts when required
- Worked with the infrastructure on Incidents when required
- Became familiar with ITIL Processes
- Travelled to Ireland for clients when requested by the business
- On-boarded and trained new colleagues when required
- Created knowledge articles for new systems and processes when required
- Provided additional assistance in escalations, incidents or request.
L1 IT Support Engineer
BT Services
07.2017 - 09.2017
- Acted as a L1 IT support engineer on a 3-month contract
- Supported a tiny team while transitioning over to another system
- Assisted in general IT queries and resolved small-scale incidents
- Gained proficiency in remote tools, such as RDP and Bomgar
- acted as a resource point for IT Queries from Colleagues
- Performed reviews of tickets when requested by the Service desk manager when requested
L1 Desktop Support Engineer
Kaizen IT
11.2016 - 06.2017
- Acted as a Level 1/Level 2 IT support engineer
- Joined a small team of MSP engineers assisting local businesses within Sheffield.
- Greatly expanded my knowledge of IT
- Logged and actioned tickets as required
- Assisted in carrying IT Equipment, such as MAC Servers, Laptops and desktops
- Configured MacO servers when required on a low-level
Technical Advisor/Sales Rep
KnowHow
08.2015 - 08.2016
- Acted as a level 1 Technical advisor in a busy Call centre
- Diagnosed and troubleshooted technical and non-technical issues over the phone.
- Answered technical queries from colleagues after further experience in the role
- Adapted to a sales role when needed
- Became a point of contact for processes if it was unknown by other colleagues.
Education
Meadowhead School Academy Trust
Sheffield, SHF3aaa Apprentices academy
Skills
Proficient in the followingundefined
Education
other,other
Personal Information
Age / Date of birth: 01/03/98
Timeline
3rd Line IT Support
Open Network services
05.2024 - Current
L2/L3 RMM IT Infrastructure engineer
Auxilion
12.2021 - 05.2024
L1 SOC Engineer
Auxilion
11.2017 - 12.2021
L1 IT Support Engineer
BT Services
07.2017 - 09.2017
L1 Desktop Support Engineer
Kaizen IT
11.2016 - 06.2017
Technical Advisor/Sales Rep
KnowHow
08.2015 - 08.2016
Meadowhead School Academy Trust
3aaa Apprentices academy
Similar Profiles
Reese DeckerReese Decker
Model Home Host at Open House NetworkModel Home Host at Open House Network
Kristine JohnsonKristine Johnson
Model Home Host at Open House NetworkModel Home Host at Open House Network
Amy ChavezAmy Chavez
Inbound Sales Representative at ONE (Open Network Exchange)Inbound Sales Representative at ONE (Open Network Exchange)
CHIAMAKA SHEILA IDU-EMEKACHIAMAKA SHEILA IDU-EMEKA
Medical Laboratory Scientist at Raphson medical and diagnostic centreMedical Laboratory Scientist at Raphson medical and diagnostic centre
Nabeel Ryan AliNabeel Ryan Ali
Machine operator at RillatechMachine operator at Rillatech