Wiktor Wiatkowski
Skelmersdale,Lancashire
Summary
Experienced IT and System Administrator with expertise in Windows Server, Active Directory, and Office 365. Skilled in networking and security, including Sophos Firewalls and VOIP systems. Proficient in virtualisation tools such as VMware and cloud management platforms like Jamf and Intune. Demonstrates exceptional customer service with a 5-star CSAT rating, alongside strong troubleshooting capabilities. Adept at data backup management using Veeam and efficient escalation handling within helpdesk environments. Career goal: to leverage technical skills to enhance organisational IT infrastructure while maintaining high standards of service delivery.
Adaptable professional with strong foundation in problem-solving and customer service, eager to leverage technical aptitude and communication skills in new role. Proficient in troubleshooting and providing technical support, combined with ability to convey complex information clearly.
Overview
3
3
years of professional experience
2
2
years of post-secondary education
Work history
1st Line Support Engineer
Virtue Technologies
Skelmersdale
2023.09 - 2026.03
- Delivered comprehensive technical support for diverse incidents and service requests.
- Achieved and maintained five-star customer satisfaction rating through effective assistance.
- Troubleshot complex issues with Windows Server, Active Directory, and DHCP services.
- Managed virtualization infrastructure on VMware ESXi hosts via vSphere and vCenter.
- Conducted configuration tasks using Sophos Firewalls, holding multiple relevant certifications.
- Administered Office 365 and Google Workspace environments, overseeing user management.
- Configured VOIP cases within Bicom Systems portal to enhance communication efficiency.
- Deployed as on-site engineer for critical issues, demonstrating reliability and problem-solving skills.
- Managed critical incident response, ensuring minimal service disruption, and swift account recovery.
Customer Service Advisor
Victorian Plumbing
Skelmersdale
2022.10 - 2023.04
- Addressed customer technical queries and provided product recommendations.
- Handled multiple customer interactions simultaneously through various channels, including phone calls, emails, and live chat.
- Created and processed online customer orders, ensuring accuracy and timely delivery.
- Coordinated with other teams to resolve multi-faceted client problems swiftly.
- Improved customer satisfaction by promptly addressing queries and complaints.
- Responded to difficult situations calmly, gained trust of aggrieved customers.
Education
Network Engineer - Level 4 Apprenticeship
City & Guilds
2023.09 - 2025.02
Network+ & Server+ Courses -
CompTIA
BTEC Level 3 Extended Diploma - Computing
West Lancashire College
Skelmersdale, Lancashire 2021.09 - 2022.06
Sophos Certifications - Firewall Technician, Endpoint & MDR
Sophos
Skills
- IT & System Administration: Windows Server, Active Directory, Group Policy, Office 365, Google Workspace, RDS Services
- Networking & Security: Sophos Firewalls (including Endpoint, Firewall Technician, and MDR certifications), DNS, DHCP, VOIP (Bicom Systems), Wi-Fi (HP Aruba, Fortinet) Conditional Access, Improving Secure Scores, ASR Rules
- Virtualization & Cloud: Vmware (vSphere, vCenter), ESXi Hosts, Cloud Tools (Apple School Manager, Jamf, Intune)
- Data & Backup Management: Veeam, VSL/OBM, Redstore Backups
- Customer Service: Exceptional communication skills, including over the phone, with an average 5-star CSAT rating
- Proactive troubleshooting
- Helpdesk experience
- Efficient escalation handling
- Microsoft office 365 suite proficiency on various tenants
- Ticketing system navigation (Dynamics 365, Ivanti)
- Firewall setup and maintenance
- Time efficiency management
References
References available on request.
Timeline
Network Engineer - Level 4 Apprenticeship
City & Guilds
2023.09 - 2025.02
1st Line Support Engineer
Virtue Technologies
2023.09 - 2026.03
Customer Service Advisor
Victorian Plumbing
2022.10 - 2023.04
BTEC Level 3 Extended Diploma - Computing
West Lancashire College
2021.09 - 2022.06
Network+ & Server+ Courses -
CompTIA
Sophos Certifications - Firewall Technician, Endpoint & MDR
Sophos