Professional Summary
IT Technician and Support Specialist with 2 years of hands-on experience in hardware support, ITSM tooling, and end-user services for 200+ users. Proficient in Zendesk, Jira Service Management, and Azure Active Directory (Azure AD / Microsoft Entra ID). Holds an NCFE Level 3 Certificate in Cyber Security (Ofqual Regulated), six Cisco Network Academy certifications, with a TryHackMe ranking in the top 4% globally — backed by a portfolio of 6 self-built security projects on GitHub. Seeking an IT Support or Technician role in London to apply strong technical and security skills in a customer-focused environment.
Key Achievements
- Resolved 20+ tickets daily via Zendesk across a 200+ user environment, consistently meeting SLA targets over a 6-month tenure
- Self-built a home security lab environment including Splunk SIEM, Kali Linux, and virtual network infrastructure — fully documented and publicly available on GitHub
- Completed six Cisco Networking Academy certifications and an NCFE Level 3 Cyber Security qualification within 12 months alongside full-time employment
- Built 20+ visual dashboards independently from scratch, simplifying complex technical data into actionable insights for stakeholders
- Achieved TryHackMe Top 1% global ranking — 178 rooms completed and 23 badges earned through self-directed cyber security practice
Work Experience
IT Support & Technical Consultant
Fiverr 'Freelancer' | London
Mar 2026 — Present
- Delivered end-to-end remote IT support to 10+ individual and small business clients — diagnosing and resolving software faults, system crashes, BSOD errors, and performance issues through event log analysis, driver updates, startup optimisation, and targeted fault isolation, achieving consistent same-day resolution
- Performed Windows and Linux OS installations, dual-boot configurations, and full post-installation setup alongside 5+ custom PC builds, component selection, and laptop hardware upgrades including RAM expansion, SSD replacements, and battery swaps — restoring and extending device performance to client specifications
- Designed and delivered 5+ bespoke Power BI dashboards and advanced Excel reporting solutions incorporating complex formulas, pivot tables, dynamic charts, and automated workflows — replacing manual processes and enabling data-driven decision making for small business clients
- Engineered Python automation scripts and managed CSV data imports and exports across platforms, handling data cleaning, validation, and scheduled report generation — reducing manual reporting effort by an estimated 60% for repeat clients
Reporting Analyst
Zritt | London
Nov 2024 — Feb 2026
- Coordinated and tracked IT-related support tasks and workflows using Jira Service Management, ensuring timely resolution and clear stakeholder communication
- Built and maintained Power BI dashboards and automated reports used by 10 stakeholders to monitor system performance, ticket volumes, and operational metrics
- Collected, cleaned, and validated datasets of tens of thousands of rows using Excel and SQL to support accurate IT reporting and process tracking
- Produced structured PowerPoint reports and summaries for management, translating technical data into clear operational insights
- Identified and resolved data and reporting discrepancies in collaboration with technical teams, improving system reporting accuracy and reliability
Junior IT Technician
Scan Computers | London
Apr 2024 — Sep 2024
- Logged, managed, and resolved 20+ tickets per day using Zendesk, providing end-to-end IT support and troubleshooting for a 200+ user base
- Built and configured 6–10 desktop PCs and laptops per week to customer specifications, ensuring hardware compatibility and performance
- Diagnosed and repaired hardware faults on PCs and laptops, replacing components including RAM, SSDs, screens, and motherboards
- Provisioned and managed user accounts, password resets, and access permissions using Azure Active Directory (Azure AD / Microsoft Entra ID)
- Deployed and supported Microsoft 365 across customer sites, covering installation, configuration, and ongoing troubleshooting
- Resolved network connectivity issues including Wi-Fi faults, cabling problems, and router/switch misconfigurations, restoring service with minimal downtime
- Communicated clearly and patiently with non-technical customers throughout the support process, maintaining high satisfaction levels
Cyber Security & Technical Projects
Phishing URL Detector
HTML · JavaScript · Shannon Entropy
Heuristic-based browser tool detecting malicious URLs using Shannon entropy and a 15-point scoring system — no backend required, runs entirely client-side.
VirtualBox Home Lab — Splunk & Sysmon
Windows 11 · Kali Linux · Splunk · Sysmon
Isolated lab environment with Windows 11 and Kali Linux VMs, Splunk SIEM for log collection, and Sysmon for endpoint telemetry and security monitoring.
Phishing Email Analysis Pipeline
Python · VirusTotal API · urlscan.io
SOC-style Python pipeline that ingests raw phishing emails, extracts IOCs, and queries VirusTotal and urlscan.io for automated threat enrichment and reporting.
Raspberry Pi DNS Firewall
Raspberry Pi · Pi-hole · Linux · DNS
Network-wide DNS firewall built on Raspberry Pi using Pi-hole, blocking ads, trackers, and known malicious domains across all devices on the local network.
StegoVault — LSB Steganography Tool
Python · Flask · AES-256-GCM · PIL
Flask app that conceals secret messages inside PNG images using LSB steganography, with optional AES-256-GCM encryption for payload protection.
Password Analyzer
Python · JavaScript · HaveIBeenPwned API
Full-stack password strength checker with entropy scoring, HaveIBeenPwned breach detection, and cryptographically secure password generation.
Technical Skills
ITSM Tools
Zendesk
Jira Service Management
Identity & Access
Azure AD
Microsoft Entra ID
User Provisioning
Hardware
PC Building
RAM / SSD
Motherboard
Hardware Diagnostics
Operating Systems
Windows 10/11
Kali Linux
Ubuntu
macOS
Networking
TCP/IP
DNS / DHCP
Wi-Fi Troubleshooting
Pi-hole
Cyber Security
Splunk SIEM
Kali NetHunter
VirusTotal
VirtualBox
AWS EC2 / IAM
Development
Python
JavaScript
HTML / CSS
Bash
Flask
Data & Reporting
Power BI
Excel (Advanced)
SQL
PowerPoint
Google Apps Script
Certifications & Qualifications
FORMAL QUALIFICATION
NCFE Level 3 Certificate in Cyber Security
Ofqual Regulated | City of London Cohort
✓ Awarded — 2026
CISCO NETWORKING ACADEMY — 2025
Introduction to Cybersecurity
Cisco Networking Academy
✓ Aug 2025
Networking Basics
Cisco Networking Academy
✓ Sep 2025
Network Support and Security
Cisco Networking Academy
✓ Sep 2025
Computer Hardware Basics
Cisco Networking Academy
✓ Sep 2025
Operating Systems Basics
Windows · Linux · Mobile
✓ Oct 2025
Python Essentials 1
Cisco Networking Academy
✓ Oct 2025
PRACTICAL PLATFORMS
TryHackMe
Practical Cyber Security Platform
Top 1% Global | 178 Rooms | 23 Badges | Level 87
Education
BSc Computer Science & Software Engineering
University of Kent
2023 — 2024
- Member and Moderator of the University of Kent IT Social Network
- Studied core programming, networking, operating systems, software engineering principles, and emerging AI and Large Language Model (LLM) fundamentals