IT Support · Service Desk · Windows Endpoints

Turning unclear technical problems into fixes, notes and handover-ready work.

Moving from client-facing technical support and live operational workflows into a dedicated IT support role. Troubleshooting is what keeps me hooked: learning how a system should behave, finding where it breaks and using evidence to reach a fix or escalation route.

Currently completing an MSc in Cybersecurity with Distinction expected, studying Microsoft certifications and documenting practical labs across Active Directory, Jira workflows and Windows support.

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2 yrs

Windows, device, connectivity, MFA and file-recovery support.

50+

ad hoc technical fixes involving devices, access, files and connectivity.

10+

repeat clients supported as a technical contact for troubleshooting.

3

documented projects covering AD, Jira workflows and patch review.

2k+

customer orders supported through live store systems and fulfilment workflows.

Technical Toolkit

Tools used across troubleshooting, labs and live admin work.

The stack reflects how I move through technical work: checking the system, testing a fix, recording the outcome and using the right tool for scripts, hosted pages, reports or production-ready assets.

Support Stack

Windows, Microsoft 365, service desk and troubleshooting tools.

Technical Workbench

Tools used across technical investigation, project work and production workflows.

Featured Work

Windows domain support, ticket handling and system-state review.

Three practical projects showing configuration, ticket workflow, evidence collection and technical handover.

01

ADBox

Active Directory Support Lab

Virtualised Windows domain lab for building and validating a basic internal IT setup. It covers Windows Server domain controller configuration, client joins, DNS/DHCP checks, Group Policy, shared access, Remote Desktop and PowerShell validation.

  • Configured a writable Domain Controller and domain clients.
  • Validated name resolution, client addressing and domain login behaviour.
  • Recorded setup checks, troubleshooting notes and screenshot-backed evidence.
View GitHub
02

N3

Service Desk Workflow Lab

Jira Service Management lab for turning Windows domain support scenarios into recorded, prioritised and transferable ticket cases. It covers request intake, queues, priority, SLA tracking, troubleshooting notes, escalation handover, resolution summaries and knowledge-base records.

  • Built ticket flows for password resets, account lockouts and access requests.
  • Tracked user impact, priority, notes, resolution state and handover detail.
  • Linked repeat issues to knowledge-base style documentation.
View GitHub
03

Kolektria

Windows Patch Review Tool

PowerShell and Python tool for collecting Windows update evidence, comparing installed KBs with expected Microsoft security updates and producing JSON/Markdown reports for system-state review and technical handover.

  • Collected OS details and installed Knowledge Base update evidence.
  • Compared local patch state against Microsoft Security Response Center data.
  • Generated report output for patch review, vulnerability awareness and handover.
View GitHub
Supporting Project Work

MONITomy

Website Activity Logging Tool

Hosted PHP, MySQL and JavaScript logger for visits, button events, user agents, bot-like traffic and dashboard review.

PHP · MySQL · JavaScript · cPanel · Dashboard

GitHub

sOndar

Network Scan Reporting Tool

Python tool that parses Nmap XML, extracts hosts and services, preserves scan output and writes Markdown summaries.

Python · Nmap · Change Detection · Markdown

GitHub

Lifeless Chasm Records

Hosted Record Label Website

Live cPanel-hosted public page maintained through public_html with customer-facing links, updates and activity logging.

cPanel · Public_HTML · CSS · Activity Logging

Website

Professional Experience

Client ownership, troubleshooting practice and live systems.

E-commerce Administrator

Lifeless Chasm Records | London, October 2018 - Present

Live Operations

Administered the label's online store ecosystem from asset production through to dispatch, keeping orders, inventory, customer messages, shipping and sales channels aligned while troubleshooting device, software and connectivity issues as they came up.

  • Supported 2,000+ orders across Shopify, Discogs and Bandcamp.
  • Standardised 70+ physical-media release setups.
  • Kept issue rate below 5% through order, stock and dispatch checks.
  • Tracked activity on 3 self-hosted sites using custom PHP/MySQL logging tools.
The label now runs part-time because the release process is mapped out and easier to maintain. The work involved keeping live systems moving, watching for problems, fixing tools around the workflow and learning what was needed to keep things working.

Project Coordinator

EC Renovations | London, June 2016 - April 2026

Client Facing

Coordinated renovation projects from enquiry to completion, acting as client contact for site visits, measurements, estimates, updates and sign-offs. Each job brought different clients, unclear requirements and practical constraints, so I had to learn quickly and adapt my approach.

  • Client work covered site visits, estimates, updates and sign-off for 60+ jobs.
  • Project records supported 150+ estimates with notes and follow-up.
  • Ad hoc fixes covered 50+ device, access and file issues.
  • Repeat support made me a technical contact for 10+ clients.
The service was wound down when I committed to moving into full-time IT support. The work carried over a clear pattern: understand the problem, adapt to the client, explain the next step and keep ownership until there is a working answer.

Education & Certifications

Cybersecurity study with carry-over into systems, networks and evidence.

MSc Cybersecurity and Emerging Threats

2025 - 2026

Distinction Expected · Taught Modules Completed

Middlesex University, London

Sharpened how I work with systems, evidence and risk through log review, data handling, control review, vulnerability awareness and technical reporting.

Show MSc Grades
CST4545 Dist.
Programming, Systems and Networks for Modern Computing
CST4552 Dist.
Pen Testing
CST4562 Dist.
Network Security Principles and Mechanisms
CST4533 Dist.
Operating Systems for Secure Environments
CST4565 Dist.
Cybersecurity for Emerging Technologies
CST4592 Dist.
Cybersecurity Governance and Secure Development
CST4990 Ongoing
Research Methods and Postgraduate Project

BSc Cybersecurity and Digital Forensics

2022 - 2025

First Class Honours · Outstanding Achievement Award

Middlesex University, London

Built a foundation across operating systems, networking, programming, secure web technologies, digital forensics, defensive security and reporting.

Show BSc Grades
CST1340 1st
Information in Organisations
CST1500 1st
Computer Systems Architecture and Operating Systems
CST1510 1st
Programming for Data Communication and Networks
CST1530 1st
Computer Networks
CST2531 1st
Compliance and Project Management
CST2572 1st
Secure Web Technologies
CST2580 1st
Digital Incident Scene Investigation and Analysis
CST2590 1st
Internet of Everything
CST3510 1st
Memory Analysis
CST3535 1st
Computer Security and Ethical Hacking
CST3520 1st
Defensive Security
CST3590 1st
Individual Project

Certifications

MS-900

Microsoft 365 Fundamentals

Certified · February 2026
AZ-900

Azure Fundamentals

In Progress · Expected July 2026
SC-900

Security, Compliance and Identity Fundamentals

In Progress · Expected July 2026

Contact

Available for IT support, service desk and endpoint roles.

London and surrounding areas. Comfortable with onsite support, deskside troubleshooting, ticket workflows, documentation and learning unfamiliar systems quickly.

GitHub LinkedIn Resume