Curriculum Vitae

About Information

Result-oriented, customer-driven and tenacious IT Support Technician with over 30 years’ experience providing resolutions to IT issues and managing new implementation initiatives, including a breadth of experience working with Apple Macs. Influential problem solver who liaises with colleagues and departments to instil cultures of collaboration and cross-functional working. Enjoys operating in customer-facing environments, engaging with end-users and providing high-quality customer service. Adept communicator who is at ease presenting information to customers and individuals at all levels. Practised at completing tasks within time restraints while maintaining quality standards and ensuring services meet customer needs. Expert with a range of systems and technologies such as VMWare and Cloud-based services.

  • Age: 52
  • Residence: UK
  • Freelance: Available
  • Address: Bristol
  • Phone: 07792 769319
  • E-mail: davidjonknight@itevangelist.co.uk
January 2021 to August 2021
Senior 2nd Line Desktop Support Technician @ Government Department

Roll Out and Enrolment of Microsoft Window Surfaces by means of using Microsoft Azure and Microsoft Intune
Mobile Device Management (Airwatch/Intune).
2nd Line Support for ticket Management

November 2020 - Present
Desktop Support Administrator @ Broadcom


Provides day-to-day technical support to employees for internal standard client hardware, client OS, and software packages.

Installs, configures and troubleshoot desktop systems, laptops, both Windows and Mac, operating system configuration and standard software.

Coordinate vendor engagement for onsite support requirement

Maintains passwords, data integrity and file system security

Recommend hardware/software solutions including new acquisitions and upgrades.

Pro-actively identifies issues and risks; seeks appropriate level of guidance and advice to ensure the delivery of quality outcomes

Works on problems of moderate scope where analysis of situations or data requires a review of a variety of factors.

Work to improve user support experience through promotion of self-service tools.

Exercises judgment within defined procedures and practices to determine appropriate action. 

Build productive internal/external working relationships.

Consulting and design within given policies & processes

Experience with end-user system analytics and tool sets, ability to complete data analysis, review trending, identify applicable solution and document for use by team members globally

Experience with Windows 

July 2020 to October 2020
Google to Office 365 Migration Expert @ Dr Martens


Remediation of Google Drive to OneDrive migration issues in testing

Remediation of Google Docs to Office Docs formatting issues (as Office is installed on all users, we are encouraging the Working group to start fully using Office so we can test the full extent of opening Google docs in Office)

Creation of a common issues guide that we can publish on later Migration batches

Post Migration Support (OneDrive, Email, Forms) and formatting support

Password Reset ability (taking the load of the helpdesk with delegated admin)

Triage of all Migration support calls 

View and contribute to a dedicated Teams space for specific Google /Microsoft Support issues

View and contribute to shared Email account that will be communicated out to the business

June 2020 to June 2020
Remote Microsoft Teams Facilitator @ Cloudy Group

1 week remote contract facilitating Microsoft Teams offering Microsoft 365 1st & 2nd line support and hardware troubleshooting

June 2020 - June 2020
Remote Desktop Support

3 day remote contract providing phone based 1st Line Activities including diagnostics, logging incidents and covering Windows 10, Microsoft Office Suite and Office 365

March 2020 to Ongoing
NHS First Responder

▪ Helping the NHS deliver supplies during the coronavirus pandemic

February 2020 to February 2020
Windows 10 Rollout Engineer @ Healthcare Computing

▪ Migrating desktops from a local domain to a hosted domain in GP practices in Gloucestershire

▪ Maintaining strong relationships with customers while executing desktop/laptop projects

January 2020 to February 2020
Windows 10 rollout Engineer @ Thornbury Nursing Services
  • Three-week contract to rollout Windows 10 computers at Thornbury Nursing Services.
  • Making sure all users have continuity with their PC’s
October 2019 to December 2019
Windows 10 Rollout Engineer @ Arval
  • Providing technical support during Windows 7 and 10 rollouts while supporting over 1,000 customers
  • Troubleshooting issues with Windows 7 and 10 while deploying hardware and installing applications
  • Building and configuring desktops, laptops and WYSE terminals
  • Executing a project to implement a VPN solution to laptops
October 2019 - October 2019
Tech Bar Assistant @ Dyson
  • Managing the rollout of Windows 10 and serving on the tech bar
  • Responding to user’s queries and resolving technical issues
September 2019 to October 2019
2nd Line Support Assistant @ Bristol University
  • Providing 2nd line support, as well as Mac and Office 365 support
  • Building new devices – including Windows, Mac OS, Linux and mobile platforms – and issuing them to users
  • Diagnosing and resolving faults with hardware and software
  • Serving as Technical Service Manager for specific services while conducting lifecycle management of products
May 2019 to August 2019
1st/2nd Line Support @ Bristol Community Health
  • Assisting users with IT issues and problems
  • Managing and triaging the Helpdesk, using Service Desk Plus
  • Specialising in both Apple Mac and Microsoft computers
  • Maintaining a proactive approach in order to mitigate problems
  • Building mobile smart phones with Mobile Device Management, issuing tickets to Technicians and serving as the admin of VCOL (Vodafone Corporate Online)
March 2019 to May 2019 @ Nationwide
Tech Bar Assistant
  • Supporting the upgrade to Windows 10 and providing comprehensive laptop support in a corporate environment
  • Assisting with repairs and basic hardware fixes
  • Delivering ‘Lunch & Learn’ sessions in the Technology bar
  • Attending events, demonstrating new technology and managing technical forms/key knowledge creators
January 2019 to February 2019
Windows 10 upgrade advisor
  • Rolling-out Windows 10 to replace the Windows 7 laptops
  • Maintaining customer satisfaction by ensuring end users were adept with the new implementation
  • Delivering bespoke support to users with issues such as antivirus, OneDrive and mapped drive locations
  • Conducting floor walks for quality assurance purposes
October 2018 to January 2019
Service Desk Technician
  • Diagnosing and resolving issues with hardware and software, including Windows 7/10 and macOS and iOS
  • Building Mac computers using Jamf
  • Engaging with the customer to ensure high levels of satisfaction while troubleshooting problems
  • Conducting Microsoft Office 365 administration

Maintaining an inventory of IT assets via ServiceDesk Software.

August 2008 to October 2019
IT Technician @ Bristol University
  • Serving as the Escalation Point Supervisor for a team of seven and the first point of contact for all IT issues for over 4,000 staff and students
  • Delivering 1st & 2nd line ServiceDesk & Technical Support
  • Performing Office 365 Administration and resource management to meet demand
  • Managing/resolving demand management for admissions
  • Performing change management to mitigate risk and ensure the efficient transition to new processes
  • Conducting third-party management, involving the management of vendor contracts
  • Identifying trends and monitoring the Service Desk while working to an ITIL framework
2001 to 2008
1st 2nd and 3rd Line Support Assistant @ Andrews and Partners
1996 to 2001
User Support Assistant @ Royal Naval Air Station
1996 to 1996
DHSS Computer Assistant
1991 to 1995
Apple Technical Specialist @ Visual World
1987 to 1991
Computer Aided Designer @ MFI
1980- 1985
St Mary Redcliffe and Temple School
1985 - 1987
Soundwell Technical College

City and Guilds Computer Technology.

City and Guilds Communication Studies.

  • Mac
  • Windows
  • Windows 10 Deployment
  • Customer Liaison
  • Listening to Customer needs
  • Stakeholder involvment
  • Project Planning
  • Being unique

I am an amateur photgrapher. (cameraevangelist.co.uk) and have won awards for my photography and have had some of my work published.