Independent - marketing technology operations & applied AI for B2B
- Direct a small entity focused on marketing technology operations and applied AI for B2B business growth, generating client revenue.
- Own end-to-end technical delivery for client engagements, applying the same cloud, automation and documentation discipline developed in NHS practice to a commercial setting.
Volunteer / consulting role - remote
- Manage all aspects of the organisation's digital systems and cloud infrastructure on a consulting/volunteer basis.
- Own employee onboarding and offboarding, and broader digital lifecycle management, for the foundation's staff and systems.
2nd/3rd-line support, infrastructure & EUC across a ~6,000-user clinical and corporate estate
- Resolve escalated 2nd/3rd-line incidents and service requests to SLA across Windows 10/11, Microsoft 365, Active Directory/Entra ID and Exchange - remotely and deskside.
- Contributed to Active Directory → Microsoft Entra ID migration, including Conditional Access and MFA rollout across the estate.
- Deliver Intune/Autopilot laptop builds and configuration, MFA enrolment, VPN setup, and Teams/video-conferencing support for meeting rooms and senior staff.
- Standardised near-zero-touch device lifecycle management through Intune/Autopilot.
- Support walk-ups, VIPs and senior clinical/corporate stakeholders onsite, establishing credibility quickly and de-escalating pressured situations.
- Produce technical documentation and end-user guides to standardise fixes, enable self-service and reduce repeat tickets.
- Automate repetitive administrative and account tasks with PowerShell to improve service-desk efficiency.
- Diagnosed and resolved recurring print-fleet faults, improving reliability trust-wide.
- Delivered floor-walking and critical-incident support across major clinical system go-lives.
Front-line & 2nd-line technical support to clinical and corporate users
- Logged, prioritised and resolved a high volume of tickets by phone, remotely and deskside - consistently meeting resolution targets.
- Built a strong customer-service reputation through polite, patient handling of a wide range of users, including clinicians.
- Supported desktop applications, user accounts and hardware; escalated to specialist teams and third parties with full documentation.
Out-of-hours / shift operations - lone and team-based
- Maintained site integrity across night shifts and emergency responses - direct evidence of dependable out-of-hours and on-call working.
- Monitored and troubleshot alarm and access-control systems, resolving hardware/software faults in real time.
- Communicated clear incident reports to stakeholders and de-escalated difficult situations calmly.
Out-of-hours / shift operations - lone and team-based
- Maintained site integrity across night shifts and emergency responses - direct evidence of dependable out-of-hours and on-call working.
- Monitored and troubleshot alarm and access-control systems, resolving hardware/software faults in real time.
- Communicated clear incident reports to stakeholders and de-escalated difficult situations calmly.