Experience

Providing Tier-1 IT infrastructure and end-user support on a global scale to over 1,200 users across 16 group companies operating in 20+ countries and 70+ locations across four continents.

• Microsoft 365 & User Management — managing account creation, password resets, licence allocation, and authorisation for 1,000+ active users and 900+ group email accounts via the Microsoft Admin Centre.
• Global Helpdesk Operations — delivering Tier-1 support to 1,200+ global users via remote tools and on-site intervention.
• End-User Hardware Support — deploying Windows and macOS client devices to company standard (imaging, configuration) and resolving hardware faults.
• Network & Remote Access (VPN) — handling FortiVPN client installs, first-response network troubleshooting, and escalation to L2/L3 with accurate context.
• Inventory & Operations Management — monitoring IT hardware procurement and administering corporate mobile (Voice/Data/M2M) lines.
• Cost Optimisation — tracking idle equipment, software licences, and mobile lines to reduce departmental expenditure.

• Resolved 7+ weekly Tier 1 support tickets, troubleshooting hardware (PCs, printers) and software issues company-wide.
• Performed OS installations (Windows) and account setups for 10+ new employees, ensuring seamless onboarding.
• Maintained and updated IT documentation, including 30+ knowledge base articles, and tracked daily support tickets.
• Assisted the system administrator with LAN setup and basic switch configuration.