Professional Summary

Experienced IT Helpdesk Analyst with over 10 years in call center environments. Skilled in providing technical support, resolving customer issues, and using various IT service management tools. Strong communicator with a track record of delivering excellent customer service across diverse industries.

AWS Projects

Online CV Deployment

Deployed a static website with a custom domain using Amazon Route 53 and S3. Managed SSL certificates with Certificate Manager to ensure secure access.

Serverless SQL Database

Built a serverless database to query CSV data using AWS Glue for ETL, Amazon Athena for SQL queries, and integrated it with S3 for storage.

AI-Powered RAG System

Created a Retrieval-Augmented Generation (RAG) system to allow AI-powered queries using Amazon Bedrock for AI inference, Amazon OpenSearch for indexing, and Amazon Lex for chatbot interactions.

Contact Automation System

Built a complete contact form automation system on AWS EC2 running two Docker containers - one for proxy management and one for n8n workflow automation. The proxy manager handles secure routing while n8n processes form submissions and delivers them directly to email, creating a seamless contact experience.

Skills

Cloud Computing: Proficient in AWS services, website deployment, and cloud architecture
Cybersecurity: WAZUH implementation, Active Directory, penetration testing
Programming: Strong foundation in Python and JavaScript
Linux: Extensive experience with Kali and Ubuntu
Technical Support: Password resets, account management, hardware troubleshooting
Networking: PC networking and basic hardware understanding

Current Focus

AWS Mastery: Deepening knowledge of AWS services and cloud architecture
Database Management: Mastering SQL database management and connectivity
Advanced Security: Active Directory management and penetration testing with Bloodhound

Work Experience

Call Centre Associate | Swale Heating

November 2024 – Present

The company is now in Migration to Sureserve Compliance South. I have previously done the same job about 10 years ago. So helping book jobs out over the phone. Rebooking appointments.

Cash Processor | AWS(agy) Natwest

July 2024 – November 2024

Checking cash coming in from multiple companies via a machine, and dispatching cash back out from Natwest.

Junior IT Helpdesk Engineer | Cantium

October 2023 - February 2024
  • Provided first-line support for Kent County Council staff
  • Resolved issues related to password resets, account unlocking, Microsoft Teams, and Outlook
  • Used ServiceNow for ticket management and SolarWinds for network monitoring
  • Escalated complex issues to second-line support as needed

IT Helpdesk Analyst | Nuffield Health

September 2021 - August 2023
  • Supported hospital and gym staff with various IT issues
  • Handled password resets, printer troubleshooting, and network connectivity problems
  • Used remote desktop software to diagnose and resolve PC issues
  • Managed tickets using ServiceNow and monitored network status with SolarWinds

Call Centre Associate | Agilisys (Kent County Council)

June 2019 - June 2021
  • Managed inquiries related to Blue Badges and education services
  • Guided applicants through application processes and provided advice
  • Created administrative tasks and escalated complex queries

Call Centre Associate | Conduit Global

May 2017 - March 2019
  • Worked on NHS 111, assessing patients' needs
  • Managed NHS Telephone appointments, booking and amending as required

Education and Certifications


Data Analysis
Microsoft Excel (Coursera)

SQL Projects
For Beginners

Python Essentials
Cisco Networking

AI Applications
Prompt Engineering

Endpoint Security
Cisco Certification

SOC Analyst
LetsDefend Platform

Security Blue Team
Multiple Specializations

CompTIA A+
Hardware Certification