Stephen Robinson
Skelmersdale,Lancashire
Summary
Experienced IT Operations and Infrastructure professional with over seven years of experience delivering multi-site technical support, systems administration and IT project delivery. Currently operating as Group IT Technician at Redwood TTM, where I have taken ownership of day-to-day IT operations following the retirement of the IT Manager. Strong technical capability across Microsoft 365, Active Directory, Windows Server, networking, ERP systems, business continuity and disaster recovery. Proven ability to manage IT assets, vendors and MSP relationships while delivering infrastructure improvements and business-critical projects. A proactive, organised and customer-focused IT professional who thrives on solving complex technical challenges, improving IT processes and supporting business growth.
Overview
10
10
years of professional experience
Work History
Group IT Technician
Redwood TTM
Skelmersdale
10.2024 - Current
- Took ownership of daily IT operations following the retirement of the IT Manager.
- Completed a Microsoft 365 tenant migration by identifying and resolving a critical configuration issue.
- Coordinated recovery of business-critical server infrastructure after hardware failure, including RAID rebuild and full data migration.
- Planned and coordinated replacement of core network switches to improve resilience and performance.
- Leading the Sage 200 ERP upgrade with stakeholders and suppliers.
- Provide 1st–3rd line support across multiple sites.
- Administer Microsoft 365, Active Directory and user access controls.
- Manage IT asset lifecycle including procurement and deployment.
- Oversee MSP and vendor relationships.
- Develop IT processes and documentation.
- Install and maintain desktops, laptops, printers and end-user hardware.
- Support Windows Server, networking, Wi-Fi, LAN, WAN and VPN infrastructure.
- Coordinate business continuity and disaster recovery activities.
- Identify and deliver IT improvements.
- Collaborate with stakeholders to deliver effective IT solutions.
IT Application & Hardware Support
AB World Foods
Leigh
02.2022 - 09.2024
- Supported installation of a new production line within demanding project timelines.
- Maintained customer satisfaction scores above 93%.
- Delivered technical support across UK, Canada, Poland and Thailand.
- Produced user guides, FAQs and documentation.
- Resolved application incidents, requests and queries.
- Investigated software errors and performance issues.
- Analysed logs and error messages to identify root causes.
- Installed and configured desktops, laptops, printers and peripherals.
- Worked with development teams to resolve complex issues.
- Maintained support documentation and knowledge base articles.
- Delivered user training and guidance.
Ground Worker
PJR Contractors
Skelmersdale
07.2019 - 03.2022
- Developed strong teamwork, organisation and problem-solving skills before returning to IT.
Service Desk Analyst
The Co-operative Bank
Skelmersdale
01.2017 - 07.2019
- Consistently exceeded KPIs including first-contact resolution and customer satisfaction.
- Supported major incident management with timely communication.
- Contributed to business continuity during network resilience activities.
- Managed incidents from logging to resolution.
- Performed first-contact troubleshooting.
- Escalated complex issues to 2nd and 3rd line teams.
- Worked within ITIL processes and SLAs.
- Maintained accurate incident records and communication.
Education
Foundation Degree - ICT System Support
Skelmersdale College
Skelmersdale01-2012
8 GCSEs -
Glenburn High School
01-2002
Skills
- Microsoft Technologies
- Microsoft 365 Administration
- Microsoft Entra ID
- Active Directory
- Exchange Online
- SharePoint Online
- Windows 10 & 11
- Windows Server Administration
- Group Policy
- LAN, WAN, Wi-Fi & VPN
- TCP/IP
- DNS
- DHCP
- Network Switch Configuration & Replacement
- Server Administration
- Datto Backup & Recovery
- Business Continuity & Disaster Recovery
- Sage 200 ERP
- Warehouse Management Systems (WMS)
- Business Application Support
- Microsoft Office Suite
- 1st, 2nd & 3rd Line Support
- IT Asset Lifecycle Management
- Vendor & MSP Management
- User Account & Access Management
- Hardware Procurement
- Deployment & Configuration
- Software Deployment & Administration
- IT Process Development & Documentation
- Project Delivery & System Implementations
- IT Service Improvement
- User Access Control
- Multi-Factor Authentication (MFA)
- Endpoint Security
- Patch Management
- Cyber Security Best Practice
- Troubleshooting & Root Cause Analysis
- Analytical Problem Solving
- Stakeholder Management
- Technical Documentation
- Process Improvement
- Project Coordination
- End User Training & Support
- Customer Service
- Time & Priority Management
- Team Collaboration
- Working Independently & Taking Ownership
Timeline
Group IT Technician
Redwood TTM
10.2024 - Current
IT Application & Hardware Support
AB World Foods
02.2022 - 09.2024
Ground Worker
PJR Contractors
07.2019 - 03.2022
Service Desk Analyst
The Co-operative Bank
01.2017 - 07.2019
Foundation Degree - ICT System Support
Skelmersdale College
8 GCSEs -
Glenburn High School