// IT Professional · HFW · City of London
Enthusiastic IT professional with experience in managed service and legal environments. I support 1,000+ users, lead technical projects, and collaborate with global teams to keep things running smoothly.
01 / about
I'm an IT professional based in London, UK, currently working as a Senior IT Technical Escalation Analyst at HFW — a global, sector-focused law firm with 13 offices across EMEA, Asia, Australia, and the Americas.
My career started at Virtual IT, an MSP supporting diverse businesses across industries, where I built a broad technical foundation across cloud, networking, and end-user support. At HFW I've grown from 1st line all the way through to leading a team — providing 2nd line escalation support, running cross-office projects, and mentoring junior staff.
Outside of work I enjoy tinkering with technology and exploring new tools. I'm always looking to expand my skills — currently holding a Cato Networks CCA certification and continuing to develop my cloud expertise.
02 / experience
Maintained full 2nd line technical responsibilities while taking on supervisory oversight of the team. Mentoring 1st and 2nd line support staff on complex issues, coordinating workload distribution across the team to maintain SLAs, and contributing to strategic projects across HFW's global offices.
Provided 2nd line support to over 1,000 users via phone, email, and in person. Handled escalated tickets within an ITIL environment, supported Windows 10/11 and Microsoft 365, and worked extensively with Active Directory, Azure AD, Intune, and Teams Telephony. Travelled to global offices twice yearly to collaborate with the international IT team. Led or contributed to several major projects:
First point of contact for all IT issues across 1,000+ users. Provided remote support for Windows 10 and Microsoft 365, triaged and escalated tickets, and troubleshot hardware including laptops and mobile devices, alongside legal software such as iManage/Filesite, BigHand, and Intapp Time.
First point of contact at a managed service provider supporting businesses across multiple industries. Gained broad hands-on experience with Azure AD, AVD, Office 365, Active Directory, VPN, RDP, SharePoint Online, Teams, Google Workspace, Windows Server, PowerShell, and Mac device management. Met SLAs and managed ticket queues by priority.
03 / skills
05 / contact
Whether it's a project, an opportunity, or just to connect — feel free to reach out. I'm based in London and open to interesting conversations.
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