Hi, I'm Jay.
I'm a Senior Service Desk Engineer at a Plymouth MSP. I fix Microsoft problems (alot more then I should), build solid infrastructure and automate the boring bits.
About me
I've spent years providing 1st and 2nd line support in busy managed service environments, helping look after more than 200 clients. I specialise in Microsoft technologies and enjoy the whole process, from tricky user issues to getting involved in major infrastructure projects. I'm comfortable with cloud and on-premise migrations, and I'm always looking for smarter ways to automate the work. I started in IT as an apprentice in 2015, and my customer service background means I explain technical things clearly to anyone.
- Based in Plymouth, Devon
- Microsoft 365 Certified: Fundamentals
- Google IT Support Professional
- DBS checked
Skills
Microsoft and identity
- Entra ID
- Active Directory
- Group Policy
- Hybrid AD
- Exchange Online
- Microsoft 365
Virtualisation and cloud
- Hyper-V
- VMware vSphere
- Azure
- Azure Virtual Desktop
- VirtualBox
Networking
- TCP/IP
- DNS
- DHCP
- VLANs
- Site-to-site VPN
- Unifi
- Tailscale
- Switches and routers
Automation and deployment
- ImmyBot
- Windows Autopilot
- Power Automate
Backup and recovery
- Veeam
- Altaro
- BackupAssist
- Hornet Security
Operating systems
- Windows 7 to 11
- Windows Server 2012 to 2022
- Ubuntu
Remote support and mobile
- TeamViewer
- LogMeIn
- Remote Desktop
- ScreenConnect
- Android
- iOS
- Azure MDM
Hardware
- Desktops
- Laptops
- Printers
- Servers
- Custom PC builds
Working with people
- Customer service
- Problem solving
- Attention to detail
- Multitasking
- Teamwork
- Mentoring
Experience
Senior Service Desk Engineer, Cutec Ltd
Plymouth · Aug 2022 to present- Project lead: I led a 10-month Transport Management System rollout for a multi-site logistics client. I built their Hyper-V environment, a new Active Directory forest with Group Policies, site-to-site VPNs and the CarLo TMS deployment.
- Spent Nov 2023 to Sep 2024 embedded with that client as their dedicated IT support, keeping systems running and training staff on the new system.
- Planned and carried out migrations from on-premise servers to Microsoft 365, and back again where needed, advising each client on what suits their business.
- Plan and implement cloud strategies, ensuring customer needs are met.
- Manage Unifi networking and backup monitoring (Altaro, Hornet Security, BackupAssist), and write the SOP documentation and knowledge base articles that go with them.
- Brought in ImmyBot and Windows Autopilot to cut manual setup work.
- Mentor our IT Technician apprentices on troubleshooting and best practice.
1st Line IT Technician, ITIM Group Plc
Plymouth · Mar 2022 to Jul 2022- Supported internal software developers via Jira and phone, including issues in their VMware vSphere environment.
- Configured and deployed new computers for staff.
1st Line IT Technician Apprentice, Achievement Training
Plymouth · Mar 2016 to May 2017- Supported staff with hardware, software and network issues in person, by phone and by email, escalating the tricky ones.
- Installed and configured desktops, laptops, printers and networking equipment.
- Helped placement students with their support work and their City & Guilds studies.
Apprentice Support Technician, Amano Technologies
Tavistock · Sep 2015 to Mar 2016- Built custom PC's to order for students receiving Disabled Students' Allowance, and sent them out to customers.
- Helped with admin and internal IT support.
Customer service roles
Customer-facing work from before and between my IT jobs.
- Yelverton Petrol Station (Jun 2021 to Aug 2022): ran the Post Office counter, handled cash and card payments and followed age-restricted sales rules.
- Sitel UK, Tier 3 COVID-19 call handler (May to Aug 2020): guided callers on symptoms, testing and self-isolation, and booked tests.
- Tesco Roborough (Nov 2014 to Jan 2016): worked the tills and shop floor, promoted Clubcard and was commended by management for beating service targets.
Projects
Home lab
For work, I have setup and own my own type-2 Hypervisor using Hyper-V for testing fixes before they reach a client and other personal projects
Azure game server
I've setup an Ubuntu Server virtual machine in Microsoft Azure using free monthly azure credits and configured the correct hardware requirements to host a game server for my friends to play on.
Synology media server
I own a Synology NAS and I've set it up as a media server at home, reached over a ZeroTier peer-to-peer VPN to get around my ISP's double NAT.
Let's talk
Interested in collaborating? Send me an email and I'll get back to you.