about
IT support leadership with engineering depth and delivery experience.
Based in South Wales and bilingual in Welsh and English, I bring over 10 years in IT, including secure and government-linked environments, helping teams diagnose issues quickly, stabilise systems, and modernise service delivery.
profile
Support engineering manager and AI systems practitioner
Experienced IT Support Engineering Manager and AI engineer with a background in enterprise IT support, Microsoft 365 administration, endpoint management, automation, and AI-assisted service delivery. I focus on practical outcomes: better service operations, faster troubleshooting, and stronger internal capability.
Based in South Wales
Welsh and English
Microsoft 365 / Exchange Online
Intune / Entra ID / Autopilot
Windows 10/11 and Windows Server
ITSM / SysAid / Service workflows
OpenAI / Anthropic / APIs
vLLM / Ollama / OpenWebUI
Docker / Proxmox / Synology NAS
Cloudflare Zero Trust
iOS / Android endpoint support
experience focus
What I bring to client engagements
- Service desk leadership for 400+ users across office and remote environments.
- Hands-on endpoint, identity, and M365 administration with a user-first support approach.
- Delivery of IT documentation, training resources, and knowledge base improvements.
- Design and deployment of internal AI assistants and retrieval systems over company knowledge.
- Operational automation to reduce repetitive work and improve consistency in support delivery.
- Strong troubleshooting across infrastructure, access, collaboration, and device lifecycle management.
certifications
Relevant certifications and training
ITIL 4 Certified
Azure Fundamentals
Azure AI Fundamentals
Designing and Implementing an Azure AI Solution
Configure and Operating Azure Virtual Desktop
Automating Administration with PowerShell
SysAid AI Admin Level 1
SysAid AI Admin Level 2
Portable Appliance Testing