Accounts & access
Account issues, Microsoft Entra sign-ins, permissions and day-to-day Active Directory user management.
Day-to-day work
My role covers a mixture of user support, Microsoft 365 administration and Windows endpoint work across different client environments. Some issues are straightforward, while others need a bit more digging.
Windows & endpoints
Windows troubleshooting, Intune application deployment, Autopilot provisioning, BitLocker and device updates.
Support & small improvements
Customer support, documenting useful fixes and small scripts or tools that make repetitive work easier.
Experience
IT Support Engineer @ Kascade
— Present- Provide technical support across multiple client environments through ConnectWise Manage, Microsoft Teams and on-site visits.
- Manage users, groups and access across Active Directory and Microsoft Entra ID.
- Investigate sign-in failures, suspicious activity and endpoint security alerts using Entra logs, Bitdefender MDR and SaaS Alerts.
- Provision Windows devices through Autopilot and support application deployment, configuration and compliance through Microsoft Intune.
- Support BitLocker, Windows updates and wider endpoint issues using NinjaOne and remote-support tooling.
- Write internal notes and share fixes so recurring issues are easier for the wider team to handle.
1st Line Technical Support @ Shiptheory
—- Supported global customers by phone, email and live chat while working to response-time and service targets.
- Investigated shipping, integration and account issues for customers.
- Hosted and maintained internal web tools used by the support team.
- Put together and maintained shipment-retry and bulk-download tools to reduce repetitive manual work.
- Contributed to a 4.9/5 G2 rating with more than 20 public reviews mentioning my support.
1st Line Technical Support Apprentice @ Shiptheory
—- Handled customer calls, emails and live chats while completing workplace training and apprenticeship coursework.
- Developed practical support, cloud and troubleshooting skills in a live SaaS environment.
- Completed the Level 3 Information Communications Technician apprenticeship with Merit.
Things I’ve worked on
All projects →
Personal project
My TrueNAS homelab upgrade
Upgrading an existing TrueNAS server for local AI while keeping its storage and self-hosted services.
Personal project
Off-site TrueNAS backup server
A repurposed Dell OptiPlex running TrueNAS SCALE and receiving an automated off-site data copy every three days.
A problem I worked through
PowerPoint template deployment
A slightly awkward Intune deployment involving PowerShell, user profiles and an unexpected Windows folder issue.
Internal support tools
Internal support tools
PHP-based shipment automation and a browser API client that removed repetitive processing and Postman setup.
Off the clock
Outside work, I am a keen petrolhead with a particular interest in driving, motorsport and Formula 1. I have a soft spot for Swedish cars, especially Saab and Volvo and currently own a 2011 Saab 9-3 TTiD Griffin and a 2007 Volvo C30 2.0D.
I also spend far too much time experimenting with old hardware, self-hosted services and my homelab.