Zoë Ellis
Summary
Experienced IT Support professional with over 20 years of delivering first- and second-line technical support across higher education and private sector environments. Expertise in supporting Windows and macOS platforms, Microsoft 365 Admin, networking, hardware, AV equipment, software deployment, and both remote and on-site users. Committed to providing outstanding customer service and resolving technical issues efficiently, with strong troubleshooting, communication, and technical documentation skills. I have undertaken professional certifications and training in Microsoft MTA, CompTIA Security, Extron AV, Hornbill ITSM, and ITIL 4.
Overview
1
1
Certification
20
20
years of professional experience
Work history
IT Service Desk Analyst
Goldsmiths University of London
2022.09 - 2026.07
- Provision of first- and second-line IT support to staff and students on campus and remotely via the Helpdesk and LiveChat and Hornbill ITSM tickets - supporting Windows and macOS devices, smartphones, BYOD devices, and printers.
- Managed the loan and support of AV equipment, including cameras, projectors, and microphones.
- Installed, configured, and supported specialist educational software, including Adobe Creative Cloud, Rhino, SPSS, and NVivo.
- Supported users with Eduroam wireless connectivity and Windows 11 and macOS upgrades.
- Configured and administered Hornbill ITSM workflows, forms, user permissions, and business processes.
- Created temporary IT and Business World user accounts.
- Investigated compromised accounts, phishing emails, malware, and virus incidents as part of the Virtual Security Team.
- Delivered on-call AV support for teaching spaces, maintaining Clevertouch and Iiyama displays, lecterns, and projectors.
- Prepared, configured, and deployed AV equipment to support events, presentations, and teaching activities.
- Technologies used: Windows 10 / 11, Mac OSX Tahoe, Sequoia, Sonoma, Monterey, Big Sur, Catalina, Office 365 - Office 365 ADMIN (Entra, Security, Exchange and Intune), Hornbill, Active Directory, 1IM Identity Manager, Adobe Creative Suite, Business World, Columbus (Student Record System), SOPHOS (Cyber Security), Malware Bytes, SCCM (Configuration Console Manager)
IT Support Engineer
Chislehurst and Sidcup Grammar School
2021.01 - 2022.09
- Delivered second-line IT support to staff and students on-site and remotely, supporting Windows and macOS devices, iPads, smartphones, interactive displays, projectors, and touchscreen monitors.
- Installed, configured, and maintained hardware, operating systems, and software.
- Administered and monitored Windows Server environments, including backups and storage.
- Created and managed Active Directory accounts for new staff.
- Monitored and supported the site's wireless network infrastructure.
- Technologies used: Windows Server 2012/2016/2019, Active Directory, Microsoft 365 Admin, Azure AD, Microsoft Defender, Veeam Backup, Redstor Cloud Backup, SAN Storage, PaperCut, Smoothwall Firewall, Ruckus Wi-Fi, Securus, Horizon, AB Tutor, Every, SIMS, and Google Classroom.
IT Support Analyst
University Of The Arts London
2017.09 - 2021.12
- Delivered second-line IT support to staff and students across three London campuses and remote locations, supporting Windows and macOS desktops, laptops, and BYOD devices.
- Installed, configured, and maintained Windows 10, macOS, and a range of specialist software applications.
- Diagnosed and resolved wired and wireless network issues, including patching network ports and supporting Cisco switches and infrastructure.
- Produced and maintained technical documentation, including site plans and support documentation.
- Technologies used: Marval ITSM, ZenWorks, MS Office 2016/ 2019, Office 365, Teamviewer, Mac OS Sierra, Mojave, Catalina, Big Sur, Jamf Casper Suite, Adobe CC 2019/20/21, Citrix, Cisco and Endpoint VPN, Horizon VM Ware, SCCM.
ICT Support Officer
Rose Bruford College of Theatre and Performance
2006.04 - 2017.09
- Delivered IT support to staff and students on campus and remotely via the Helpdesk, telephone, and in-person support.
- Installed, configured, and maintained desktop PCs, laptops, printers, IP telephony, AV equipment, and networked hardware and software.
- Managed and supported the college's wireless network and users' personal devices, including laptops and smartphones.
- Created Active Directory accounts and ID cards, providing advice on hardware and software requirements for staff and students.
- Delivered training on assistive software and provided user guidance where required.
- Produced and maintained technical documentation, user guides, and knowledge base articles.
- Coordinated with third-party suppliers and engineers to manage incidents and escalate faults in line with SLAs.
- Maintained the college-wide IT asset register, ensuring accurate hardware and software records.
- Technologies used: Cisco, HP, Foundry, MITEL 3300 telephones and consoles, IBM / Lenovo, Toshiba, MAC OS, Microsoft Cloud, Windows Server, Active Directory, Windows (7, 8, 8.1), Office 365, MS Office 2007/2013/2016, SharePoint, OneDrive, PaperCut MF printing software, SysAid Helpdesk software, Paxton Net2, QLX / QLX4, ADOBE Creative Suite, AUTOCAD, WYSIWYG, TextHelp and Inspiration Assistive software.
- Additional Roles: ICT Technician - Birkbeck Primary School April 2004 – April 2006, Network Engineer - Bloomberg LP (Canary Wharf) September 2000 – October 2003
Education
HND Computing - Information Systems
University of Brighton
A’ Level - Economics, Philosophy and History
Thanet Technical College
Certification
- ITIL v4 Foundation Certification
- Microsoft MTA Windows Server Administration
- Automating Administration with Windows PowerShell
- CompTIA Security+ (COMSEC20)
- Windows Security Essentials
- MAC OSX Workshops
- Cisco CCNA
- Microsoft Windows 10 (QA)
- Extron AV Video Principles
Timeline
IT Service Desk Analyst
Goldsmiths University of London
2022.09 - 2026.07
IT Support Engineer
Chislehurst and Sidcup Grammar School
2021.01 - 2022.09
IT Support Analyst
University Of The Arts London
2017.09 - 2021.12
ICT Support Officer
Rose Bruford College of Theatre and Performance
2006.04 - 2017.09
A’ Level - Economics, Philosophy and History
Thanet Technical College
HND Computing - Information Systems
University of Brighton