Feb 2025 – Present · 1 yr 3 mos · Remote

• 👨‍🏫 As a committed mentor for Level 4 Cybersecurity Technologist apprentices, I help shape the next wave of Cybersecurity professionals through tailored coaching, hands-on training, and continuous guidance across their learning journey.
• 🔹 Key Responsibilities:
• 👥 One to One Mentoring
• Provide individualised support to ensure learners meet national apprenticeship standards and are fully prepared for their End Point Assessments.
• 🛡️ Core Cybersecurity Coaching
• Mentor apprentices in essential topics like threat detection, risk management, vulnerability analysis, and secure system design.
• 🧩 Practical Skills Development
• Lead learners through real world tasks to sharpen their confidence, critical thinking, and readiness for dynamic workplace demands.
• 🔐 Technical Capability Building
• Support growth in areas like network security, incident response, governance frameworks, and cybersecurity compliance.
• 🧭 Career & Professional Growth
• Act as a trusted advisor, helping apprentices transition smoothly into full-time roles within cybersecurity and the broader IT landscape.
• 🛠️ Industry-Relevant Learning
• Bridge the gap between academic theory and industry reality by embedding current tools, methodologies, and threat scenarios into each learner’s development plan.
• 🧠 Inclusive Mentorship
• Recognised for my supportive, learner-first approach especially with neurodiverse learners and those from ESOL backgrounds, including individuals with ADHD.
• 🌟 I take pride in empowering each learner not just to pass exams, but to grow into confident, adaptable, and job ready professionals in this vital and ever-evolving field.

Nov 2024 – Mar 2025 · 4 mos · Newcastle Upon Tyne, England, United Kingdom · Remote

• 🧰 As an IT Field Engineer, I delivered hands on support across diverse businesses in Retail, Hospitality, and Leisure, ensuring their systems ran smoothly, efficiently, and without disruption.
• 🔹 Key Responsibilities:
• 🛠️ On-Site Troubleshooting & Support
• Provided expert technical assistance for IT hardware, EPoS systems, networking devices, and peripheralsresolving faults quickly and effectively.
• 🔄 Preventive Maintenance
• Conducted routine servicing to maximise uptime, reduce reactive incidents, and maintain system reliability.
• 🌐 Network Infrastructure Support
• Worked with complex Cisco-based networks, supporting stable, high-performance connectivity and secure data flow.
• 🤝 Client Collaboration
• Delivered clear communication and tailored IT solutions while building trust through responsive, on the-ground service.
• 🔹 Role Highlights:
• 📚 Knowledge-Sharing Approach
• Went beyond issue resolution—trained users during and after service calls to empower them and reduce future support needs.
• 🏅 Trusted & Independent
• Praised for professionalism, rapid response, and working independently across varied business settings, often under tight deadlines.
• 🏢 Standardisation Support
• Helped streamline and unify IT processes across multiple business locations, easing future rollouts and tech upgrades.

Jun 2022 – Nov 2024 · 2 yrs 5 mos · Newcastle upon Tyne, England, United Kingdom · Remote

• Overseeing and supervising the infrastructure of multiple sites across the north of England and Scotland, providing support for the user, making procurement recommendations, liaising with 3rd party providers and assisting in site & systems administration via Ruckus, Fortinet portal, Meraki dashboard, AutoFlow, Microsoft 365 / Microsoft Azure.
• Representing the business across the north of England and Scotland, covering other regions for absence or project-related work, ensuring department IT & Systems are managed in an effective manner, utilising data analysis and KPI’s.
• Liaising with with stakeholders on all levels to explain what work(s) have been carried out or future infrastructure projects.
• Site surveys pre and post-acquisition.
• Migration of multiple sites from an on premises to a cloud-based solution -ie SharePoint.
• 8 x 8, YeaLink VoIP phone system rollout and administration.
• Wi-Fi Survey & WAP (Ruckus) Rollout across the group.
• Rollout of MFP’s across the group.
• Liaising with stakeholders on new IT deployment phases.
• Negotiate and communicate with third-party providers.
• Resolved 95% of IT issues on the first call, enhancing customer satisfaction and reducing downtime, via phone, email, TeamViewer and/or site visit, and responding to major incidents.
• Experience of Freshdesk.
• WAP administration via Meraki & Ruckus Dashboard.
• 8x8 VoIP system administration.
• Installation of NTE via FTTC/FTTP.
• Implement IT strategies across the group.
• Cultivate and maintain cooperative relationships with all staff members across the group.
• Procurement of IT hardware and services from 3rd parties
• Customer Onboarding & Customer Support
• Skills: Critical Thinking · 8x8 VoIP Phone Services · Analytical Skills · Microsoft 365 · Change Management · Microsoft Azure · Network Infrastructure · System Deployment · Project Management · Problem Management · Problem Solving · SharePoint · Acquisitions · Infrastructure Projects · ISO 27001

Apr 2022 – Jul 2022 · 3 mos · Newcastle upon Tyne, England, United Kingdom

• 🚐 Field-Based Network Engineer
• 📍 Covering sites across the North of England
• As a field-based Network Engineer, I deliver on-site networking solutions for clients across the region, working with technologies like MikroTik, Ruckus, and Ekahau. I specialise in the deployment, configuration, and optimisation of wired and wireless infrastructure, supporting both day-to-day connectivity and long-term network performance.
• 🔹 Key Responsibilities:
• 🧠 Network Design & Troubleshooting
• Plan, configure, and maintain network environments using MikroTik routers and switches, Ruckus wireless solutions, and Ekahau for wireless site surveys.
• 📡 Wireless Site Surveys & Deployment
• Utilise Ekahau tools to assess wireless coverage, identify performance issues, and support optimal WAP placement and Wi-Fi design.
• 🔧 Hands-On Field Engineering
• Rack, cable, and commission network hardware on-site, ensuring high standards in both service delivery and physical infrastructure.
• 📈 Project & Client Support
• Work closely with clients and project teams to meet technical objectives, troubleshoot issues, and support ISP-grade solutions across varied sites.
• 🎓 Certifications:
• ✅ CCNA (earned prior to joining Glide)
• ✅ CCNP ENCOR (completed during my time at Glide)
• 🔹 Key Skills:
• MikroTik · Ruckus · Ekahau · Wireless Site Surveys · Network Switches · Subnetting · Cabling · Racking · Project Management · Network Infrastructure · ISP Technologies · System Deployment · Critical Thinking · Problem

Jan 2021 – Jul 2022 · 1 yr 6 mos · Newcastle upon Tyne, England, United Kingdom · Remote

• DataQuest is one of the UK's largest MSP's. While at DataQuest I worked primarily as a IT field engineer. I travelled around the north of England and sometimes I ventured in to Scotland to cover other engineers.
• Tasks included break fix on a huge range of IT kit across many customers, including resolving server issues and network issues, many of which were mission critical issues, that were obviously came with allot of pressure.
• Customers included
• Taylor Wimpey & Persimmon homes (Installation of routers on building sites and laptop repairs at main office)
• Ibis Hotels & Northern Rail: Server repairs

Apr 2016 – Jan 2021 · 4 yrs 9 mos · Newcastle upon Tyne, England, United Kingdom

• 🛠️ Break/Fix & Troubleshooting Specialist
• As part of my field engineering work, I deliver rapid Break/Fix support and diagnostics across a broad range of enterprise hardware, including desktops, laptops, servers, routers, and switches. Whether responding to critical system failures or routine maintenance requests, I focus on restoring functionality swiftly and effectively with minimal disruption to the user or business.
• 🔹 Key Responsibilities:
• 🖥️ Hardware Diagnostics & Repairs
• Isolate and resolve faults in IT hardware, from desktop and laptop components to server infrastructure, ensuring devices are restored to operational condition with speed and precision.
• 🌐 Network Equipment Support
• Troubleshoot and replace routers, switches, and other network hardware, identifying faults down to the port or cable level, and restoring connectivity on-site.
• 📦 System Deployment & Racking
• Deploy, rack, and configure IT hardware in server rooms and comms cabinets, following industry standards for structured cabling and airflow.
• 📊 Field-Based Troubleshooting & Reporting
• Work independently at client sites to analyse, resolve, and document technical issues, often under time pressure and with limited remote support.
• 🔧 Preventive Maintenance & Infrastructure Support
• Support long-term infrastructure stability by identifying root causes of recurring issues, applying fixes, and contributing to system improvement plans.
• 🔹 Skills & Tools:
• Racking · Subnetting · Cabling · IT Hardware Support · Troubleshooting · Field Technicians · System Deployment · Internet Service Provider (ISP) Technologies · Infrastructure Projects · Network Infrastructure · Project Management · Problem Management · Analytical Thinking · Critical Thinking · Problem Solving · Professional Services

Apr 2016 – Jan 2021 · 4 yrs 9 mos · Newcastle upon Tyne, United Kingdom · Remote

• 🛠️ Technical Field Engineer – Hardware & Network Support
• In a role closely aligned with my other field-based engineering positions, I provided comprehensive on-site IT support across a variety of environments. This included diagnosing and resolving hardware issues on desktops, laptops, servers, and networking equipment, ensuring minimal downtime and consistent system reliability.
• 🔹 Core Responsibilities:
• 🔍 End-to-End Troubleshooting
• Delivered prompt resolution for hardware and network faults involving routers, switches, servers, and end-user devices, often in time-critical scenarios.
• 🖧 Infrastructure Installation & Support
• Supported the rollout of new systems and upgrades, handling everything from structured cabling and racking to device configuration and patching.
• 🛠️ Break/Fix Engineering
• Carried out hardware repairs and component replacements on-site, restoring functionality efficiently and documenting all work performed.
• 📐 Site-Based Technical Services
• Worked independently across client sites, performing routine servicing, emergency callouts, and contributing to infrastructure reliability through preventive measures.
• 📋 Client-Facing Support & Reporting
• Liaised with stakeholders to explain issues and actions taken, maintaining clear communication and building confidence through transparency and technical assurance.
• 🔹 Key Skills & Competencies:
• Racking · Subnetting · Cabling · IT Hardware Support · Network Infrastructure · Internet Service Provider (ISP) Support · System Deployment · Infrastructure Projects · Troubleshooting · Field Technicians · Problem Solving · Analytical Skills · Critical Thinking · Project Management · Problem Management · Professional Services

Jan 2016 – Mar 2016 · 2 mos

• Worked as IT Field Engineer contractor back at Tech Xpress

Apr 2006 – Nov 2015 · 9 yrs 7 mos · Washington County Durham

Sep 2015 – Jan 2016 · 4 mos · Frankfurt Am Main Area, Germany

• 🏢 IT Rollout & Desktop Support Engineer
• 📍 European Central Bank (ECB), Frankfurt, Germany
• Relocated to Germany with my family for a contract position supporting the ECB's large-scale office relocation project. Initially brought in for desktop support, I was soon deployed primarily as a rollout engineer, working across multiple floors and departments to ensure a smooth technology transition during the move.
• 🔹 Key Responsibilities:
• 💻 End-User Support & Setup
• Provided desktop support for ECB staff, including hardware setup, software configuration, and troubleshooting peripheral and connectivity issues.
• 🚚 Technology Relocation & Rollout
• Led hands-on rollout of IT equipment during the bank’s move to a new building—handling physical deployment, racking, patching, and workstation readiness.
• 📦 System Deployment & Cabling
• Performed structured cabling, device imaging, asset tagging, and integration of new equipment into existing infrastructure.
• 📡 Network & Infrastructure Alignment
• Ensured devices were configured in line with ECB’s network standards, managing IP assignments, subnetting, and switch connectivity where required.
• 🔹 Key Skills Applied:
• Racking · Subnetting · Cabling · Network Infrastructure · System Deployment · Problem Solving · Critical Thinking · Analytical Skills · Infrastructure Projects · ISP Coordination · Project Management · Professional Services · Problem Management

Jan 1998 – Jun 2005 · 7 yrs 5 mos · Newcastle Upon Tyne, England, United Kingdom · On-site

• Computer Store Manager
• 📍 MicroTyne Ltd, Newcastle upon Tyne
• Managed all facets of store operations at MicroTyne Ltd, a leading IT sales and support outlet, ensuring exceptional customer service and driving business growth. Oversaw procurement processes, inventory management, and stock control to guarantee availability of the latest technology products.
• 🔹 Key Responsibilities:
• Led and motivated a team of IT professionals, fostering a collaborative and customer-focused environment.
• Delivered comprehensive training and technical support to meet sales targets and enhance product knowledge.
• Built strong customer relationships by resolving technical queries and providing tailored technology solutions for both individuals and businesses.
• Managed budgeting, vendor negotiations, and conducted performance analysis to optimise profitability and operational efficiency.
• Maintained up-to-date knowledge of industry trends and emerging technologies to ensure competitive product offerings.
• 🔹 Core Skills:
• IT Management · IT Hardware Support · Customer Relationship Management (CRM) · Procurement · Inventory Control · Team Leadership · Sales Performance · Vendor Relations · Technical Advising