Reece Cottrell
Great Dunmow,Essex
Summary
An IT Team Leader with Strong Technical Expertise In Microsoft Cloud Services and Exceptional Customer Service Skills. I pride myself on being a natural problem solver who firmly believes in the importance of a soft-skilled approach. With the right troubleshooting process in place, thorough research, and communication throughout, near any IT problem can be solved. I love to help those around me and acting as a mentor to my peers; In that same respect I have a burning desire to constantly learn and improve my skills both in and outside of IT, often as much can be learnt from the top engineer as can be learnt from the apprentice, it is important to me that everyone has a voice that can heard. Microsoft 365 and everything that surrounds it is my bread and butter, but I have had the pleasure of being exposed to a plethora of aspects spanning across IT and beyond. Outside of work I like to produce music (predominantly hip hop), play video games, read comics, watch wrestling, and honestly all sorts of things.
Overview
4
4
years of professional experience
1
1
Certification
Work history
IT Helpdesk Team Leader
Trinity Managed Services
Great Chesterford, Essex
08.2024 - Current
- Manage an 8-man helpdesk team performing weekly meetings, 1-1's and acting as the primary point of escalation for P1/P2 tickets.
- Organising monthly scheduled site visits with clients and taking part in Quarterly Business Reviews with Business Leaders.
- Project work such as rolling out new systems (E.G. Conditional Access, Intune, etc.) & hardware (E.G. fully managed network solutions, device refreshes, etc.), onboarding new customers, data migrations, customer audits & reports, plus much more.
- Dealing with difficult and unhappy customers first hand.
- Primary cybersecurity engineer, taking on any and all security threats or breaches for clients having designed internal breach policies.
- Creating KB's for the team and providing 1-on-1 mentoring for senior staff and apprentices alike.
IT Support Technician
Trinity Managed Services
Great Chesterford, Essex
03.2023 - 08.2024
- Part of a 7-man untiered service desk team for an MSP, supporting 180-200 business clients from varying industries.
- Ticket management via HaloPSA (previously ZenDesk & FreshDesk) responding to calls and emails.
- M365 Administration including Azure, Entra, Security, Intune, Purview, Exchange, Teams and SharePoint Admin Centres.
- Device Builds, Rebuilds and Repairs (MacOS and Windows).
Support of Networks, VPN's, Printers, RDP's, Phone Systems, Servers, Cloud Backups, Mobile's, Routers/Switches, and
much more.
Service Desk Technical Analyst
CGI
Reading (Remote), Berkshire
01.2022 - 02.2023
- 1st Line Support for the Ministry of Justice (MoJ).
- Project team handling the migration of a varying client database of 15k+.
- Ticketed calls via ServiceNow & Remedy ITSM's to resolve or triage.
- Troubleshooting via remote technology (RDP/RDC & Citrix XenApp).
- Support for Printers, Networks (Ethernet/Wi-Fi), Microsoft Office, Azure AD, Windows, Citrix, Email, also bespoke MoJ applications such as Mercury, NOMIS & NDelius as well as others.
Skills
- Microsoft Entra Admin (User/Group Management, Enterprise App Registration, Conditional Access Creation/Management, Sign-In Log Monitoring & MFA)
- Microsoft SharePoint Admin (Site Creation/Management, Access Management, Large-Scale Internal Data Migrations, External SharePoint Migrations & Sharing Policy Management)
- Microsoft Purview Admin (Auditing, Subject Access Requests, DLP Creation, eDiscovery, Data Lifecycle Management/Retention Policies)
- Microsoft Intune Admin (Enrolment, Intune Policy Creation/Management, Intune Endpoint Security monitoring)
- Microsoft Teams Admin (Provisioning Numbers and Organising Routing/Call Groups, Setting Up Yealink Teams Phones, Creating/Managing Teams Policies)
- Microsoft Exchange Admin (User Mailbox & Share Mailbox Creation and Management, Message Tracing, Mail Rules Creation)
- Microsoft Defender Admin (Threat/Alert Policy Management, Incident & Alert Response, Vulnerability Management)
- Microsoft Azure Admin (Storage Accounts, Resource Groups, Subscriptions, AVD & VM Management)
- Experienced with: Ubiquiti UniFi, Exclaimer Cloud Signatures, Cloudflare, GoDaddy, Duo Authentication, ZeeDrive, Cloud Drive Mapper, VEEAM, Netdocs, Acronis, SkyKick/ConnectWise, HaloPSA, FreshDesk, ZenDesk, PowerShell, CMD, AteraRMM, NinjaRMM, Scribe, O365, VMware, Hyper-V, RDC, Sage Accounts/Payroll, Asta PowerProject, Primavera P6, Adobe, Cyber Essentials/Essentials, and much more!
Certification
- SC-900
- SC-200 (In Progress)
- AZ-900 (In Progress)
Timeline
IT Helpdesk Team Leader
Trinity Managed Services
08.2024 - Current
IT Support Technician
Trinity Managed Services
03.2023 - 08.2024
Service Desk Technical Analyst
CGI
01.2022 - 02.2023