- Resolved complex client issues, improving satisfaction and enhancing internal knowledge base.
- Liaised between Customer Experience and Engineering teams, translating complex technical issues into actionable solutions.
- Supported proprietary train software (Luminate on Docker, Train Movement Viewer on AWS), ensuring system reliability and uptime.
- Analysed train data across multiple systems to identify root causes of operational issues, reducing incident resolution time.
- Led migration of call data for a major bank from Nice NIM systems to Verint 15.2 WFO, ensuring data integrity and minimal downtime.
- Designed SQL scripts to consolidate and normalise multi-source CDR data, enabling smooth Verint import.
- Automated retrieval of call recordings from EMC Centera using PowerShell, reducing manual workload and improving efficiency.
- Provided technical support for voice recording solutions (Cisco, Mitel, Cloud9, Motorola) across active, passive, and VOX-based setups.
- Managed Kubernetes-deployed microservices, optimising system resilience and uptime.
- Built Python automation tools for system health checks and Slack integration, saving ~20 hours/week of manual work.
- Supported compliance-driven clients, ensuring GDPR and internal audit adherence.
- Supported and troubleshooted server infrastructure, VMware hypervisors, cloud environments (AWS, Azure), firewalls, VPNs, databases, web servers, and load balancers.
- Assisted clients with Windows/Linux server administration and cloud infrastructure management.
- Provided IT support to ~300 head office staff and 50 remote locations.
- Managed device configuration, software updates, and technical preparations for executive events.
- Modernised Rolls-Royce manufacturing PCs via SCCM, integrating proprietary software with existing systems.
- Rescued an out-of-scope machine bay, preventing £1.4m in potential lost revenue.
- Delivered IT support for 50+ SMB clients across the East Midlands.
- Managed Office 365, WordPress sites, NAS, network equipment, and phone systems.
- Resolved complex client issues, improving satisfaction and enhancing internal knowledge base.
- Liaised between Customer Experience and Engineering teams, translating complex technical issues into actionable solutions.
- Supported proprietary train software (Luminate on Docker, Train Movement Viewer on AWS), ensuring system reliability and uptime.
- Analysed train data across multiple systems to identify root causes of operational issues, reducing incident resolution time.
- Led migration of call data for a major bank from Nice NIM systems to Verint 15.2 WFO, ensuring data integrity and minimal downtime.
- Designed SQL scripts to consolidate and normalise multi-source CDR data, enabling smooth Verint import.
- Automated retrieval of call recordings from EMC Centera using PowerShell, reducing manual workload and improving efficiency.
- Provided technical support for voice recording solutions (Cisco, Mitel, Cloud9, Motorola) across active, passive, and VOX-based setups.
- Managed Kubernetes-deployed microservices, optimising system resilience and uptime.
- Built Python automation tools for system health checks and Slack integration, saving ~20 hours/week of manual work.
- Supported compliance-driven clients, ensuring GDPR and internal audit adherence.
- Supported and troubleshooted server infrastructure, VMware hypervisors, cloud environments (AWS, Azure), firewalls, VPNs, databases, web servers, and load balancers.
- Assisted clients with Windows/Linux server administration and cloud infrastructure management.
- Provided IT support to ~300 head office staff and 50 remote locations.
- Managed device configuration, software updates, and technical preparations for executive events.
- Modernised Rolls-Royce manufacturing PCs via SCCM, integrating proprietary software with existing systems.
- Rescued an out-of-scope machine bay, preventing £1.4m in potential lost revenue.
- Delivered IT support for 50+ SMB clients across the East Midlands.
- Managed Office 365, WordPress sites, NAS, network equipment, and phone systems.