ABOUT ME

SC-Cleared Service Desk Analyst with a BSc in Computer Networks and over 2 years of experience resolving complex technical incidents within Windows, Microsoft 365, and Azure AD environments. Proven track record of high SLA compliance and effective ticket triage in enterprise settings. Currently completing the AZ-104 certification to further specialize in cloud infrastructure and automation.

Education/Certs

BSC Computer Networks

Middlesex Universty - April 2023

Dissertation Title: A Comparative Analysis of VPN Protocols: Performance and Security Evaluation

Azure Fundamentals AZ900

February 2026

Work Experience

Sopra Steria | Remote

Service Desk Analyst • November 2023 - Present

  • Resolved an average of 25–35 tickets/week while maintaining 95%+ SLA
  • Troubleshoot and triage issues before escalation, reducing unnecessary 2nd line workload.
  • Managed high-volume ticket queues in ServiceNow, ensuring 100% accuracy in documentation and strictly adhering to priority-based SLAs.
  • Collaborate with 2nd/3rd line teams by gathering diagnostics and replication steps.
  • Maintain clear communication with users and ensure high satisfaction.
  • Reset passwords, manage accounts, and troubleshoot authentication issues across AD and Azure AD.

    • CIPFA | London

    Junior IT Support Analyst • March 2023 - September 2023

  • Delivered high-quality technical support for 150+ on-site and remote users, resolving an average of 15+ tickets per day across Windows, M365, and networking environments.
  • Streamlined the onboarding process by building and configuring over 100 laptops, ensuring all software installations and system upgrades were completed with 100% accuracy before deployment
  • Successfully executed internal IT projects, such as the Teams-JIRA integration, which improved cross- departmental communication and ticket tracking efficiency.
  • Prioritised and escalated incidents appropriately, supporting senior engineers with infrastructure tasks.
  • Documented fixes and asset changes to improve team efficiency.

    • Technical Skills

  • Infrastructure: Active Directory, Azure AD, Group Policy, M365, Intune, SCCM
  • Networking: TCP/IP, DNS, DHCP, VPN, VLANs, Wireshark
  • Cloud: Azure (VMs, Storage, Networking, IAM)
  • OS: Windows 10/11, Windows Server (exposure)
  • Tools: ServiceNow, JIRA, SharePoint
  • Hardware: Laptops, desktops, printers, AV, switches, routers
  • Scripting: Basic PowerShell and Bash