SCOTT GODSON
Outwood,Wakefield
Summary
I am an accomplished IT professional with extensive expertise in client-facing technical issues, infrastructure management, 365 administration and network security. With priority on customer engagement, I efficiently and effectively triage, investigate and resolve issues arisen from customer contact and alerting platforms. As a Senior Service Desk Engineer, I am an escalation point for my peers in the Service Desk team, trusted to investigate and fix technical issues to ensure disruption is kept to a minimum. I am proficient in Microsoft Servers, 365/Azure/Intune product stack with experience in cyber security using Principle of Least Privilege, RBAC management, Zero Trust software, and endpoint protection. I have demonstrated success in deploying business-wide applications with group policy and Intune, as well as managing Hyper-V environments, SonicWall firewalls, and UniFi equipment. I am skilled in scripting using PowerShell and Batch for efficient investigation, implemention, management, automation and data-retrieval.
Overview
6
6
years of professional experience
9
9
years of post-secondary education
Work history
Senior Service Desk Engineer (2nd Line)
Rabb-IT
Leeds
01.2025 - 12.2025
I was promoted to Senior Service Desk Engineer due to surpassing expections and KPIs using an exceptional technical ability and communication.
With this new position, my role covered the following:
- Handling escalations from the Service Desk Team
- Training Service Desk Engineers
- Maintaining detailed records of all technical enquiries.
- Responding to service requests within defined SLAs, prioritising tasks based on urgency and impact on business operations.
- Using root cause analysis of recurring technical issues to implement permanent fixes.
- Appointed lead on major incidents
- Assisting Service Desk Engineers with tickets to resolve in a timely manner
Service Desk Engineer (1st Line)
Rabb-IT
10.2024 - 01.2025
Upon completion of my apprenticeship, I was promoted to as a Service Desk Engineer due to the results achieved with consistently meeting KPIs. I have deployed autonomous installation of remote management software, onboarded clients, manage large scale migrations from ConnectWise Automate to ConnectWise RMM, appointed technical lead during major incidents, and expanded my operation to field-support
Apprentice Service Desk Engineer
Rabb-IT
Leeds
05.2023 - 11.2024
Switching to IT support, I was introduced to a large quantity of IT systems where I quickly adapted to provide exceptional IT support. This effort lead me to achieve a distinction in my apprenticeship
Graphic Design & Media Apprentice
Link Communication
Leeds
07.2022 - 05.2023
Digital Marketing Apprentice
5 Star Courses
Wakefield
11.2021 - 07.2022
Apprentice Print Technician
Comm-Ply
Leeds
07.2021 - 11.2021
Sales Assistance
Deichmann
Wakefield
08.2019 - 07.2021
Education
City & Guilds Level 3 Information Computer Technician - Support Technician
Estio Training
Leeds 06.2023 - 10.2024
BCS Level 3 Apprenticeship - Digital Marketing
Estio Training
Leeds 11.2021 - 05.2023
Level 3 Extended Diploma - Graphic Design
Leeds City College
Leeds 09.2019 - 06.2021
GCSE -
Outwood Grange Academy
Wakefield 09.2014 - 07.2019
Skills
- Active Directory
- Apple MDM
- Azure Conditional Access
- Augmentt
- DNS
- DHCP
- ESET, Microsoft Defender, Sophos
- Exchange Administration
- File Server
- Field Support
- Group Policy
- Hyper-V
- Infrastructure Management
- Microsoft 365 Administration
- Microsoft Azure
- Microsoft Intune
- Microsoft Exchange
- Mobile Device Management
- Network Management
- Network Migration
- Principle of Least Priviledge
- RBAC permissions
- RDS & AVD
- Scripting (PowerShell, Batch)
- Security Management
- Software Deployment
- SonicWall Firewalls
- UniFi Management
- User Account Breaches
- Windows Server
- Veeam Backups
- Zero Trust Software (ThreatLocker)
SOFTWARE
- Antivirus: ESET, Sophos, Microsoft Defender, Kaspersky
- Backup Software: Veeam, Acronis, QNAP Sync
- Cloud Service: Azure, Microsoft 365, Intune, G-Suite.
- Hypervisors: Azure, Hyper-V, VMWare ESXi
- Mobile Device Management: Microsoft Intune, Apple ABM
- Monitoring & Alerting: PRTG, BackupRadar, Augmentt, Connectwise RMM/ASIO
- Operating Systems: Windows Server (2012-2025), Windows Pro, Windows Home, MacOS
- Remote Management & Monitoring: ConnectWise Automate, ConnectWise RMM, ConnectWise ScreenConnect, TeamViewer
- Storage Solutions: Dropbox, QNAP, SharePoint, Windows File Server
- Ticket System: ConnectWise Manage/PSA
- Zero-Trust Software: ThreatLocker
EXTRA INFO
- References can be provided upon request
- Active Driving License
Timeline
Senior Service Desk Engineer (2nd Line)
Rabb-IT
01.2025 - 12.2025
Service Desk Engineer (1st Line)
Rabb-IT
10.2024 - 01.2025
City & Guilds Level 3 Information Computer Technician - Support Technician
Estio Training
06.2023 - 10.2024
Apprentice Service Desk Engineer
Rabb-IT
05.2023 - 11.2024
Graphic Design & Media Apprentice
Link Communication
07.2022 - 05.2023
BCS Level 3 Apprenticeship - Digital Marketing
Estio Training
11.2021 - 05.2023
Digital Marketing Apprentice
5 Star Courses
11.2021 - 07.2022
Apprentice Print Technician
Comm-Ply
07.2021 - 11.2021
Level 3 Extended Diploma - Graphic Design
Leeds City College
09.2019 - 06.2021
Sales Assistance
Deichmann
08.2019 - 07.2021
GCSE -
Outwood Grange Academy
09.2014 - 07.2019