Kane Ingram

IT Support Engineer

Gamlingay, UK.

About

Highly skilled IT Support Engineer with over four years of experience in 1st and 2nd line technical support, specializing in complex issue resolution, virtualized infrastructure deployment, and device lifecycle management. Proven expertise in cloud security (Azure AD, Entra ID), Microsoft 365 administration, and robust network infrastructure, consistently improving cybersecurity and operational efficiency. Eager to leverage certified knowledge (CompTIA A+, AZ-900, MD-102) to deepen skills in advanced device management, cloud services, and IT operations for a forward-thinking organization.

Work

Node IT Solutions

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Helpdesk Technician (Escalation Team - 2nd Line)

Shuttleworth, Bedfordshire, UK

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Summary

Led 2nd-line technical support for complex issues across varied client environments, enhancing cybersecurity and optimizing infrastructure deployment.

Highlights

Resolved 25+ complex technical issues daily as a 2nd-line escalation point, delivering expert remote and on-site support across diverse client environments.

Spearheaded the implementation of identity and cloud security strategies (Entra ID, Azure AD, Conditional Access Policies), enhancing client cybersecurity by 100%.

Engineered and managed virtualized infrastructure across 7 sites (Proxmox, VMware, Hyper-V) and supported Windows Server (2016-2022), macOS, and Linux systems.

Delivered full lifecycle device deployments using Windows Autopilot and Microsoft Endpoint Manager, significantly reducing device build times by 92%.

Administered Microsoft 365 (Exchange, Teams, SharePoint) and managed Active Directory, permissions, and group policies for streamlined operations across 31 client networks.

Node IT Solutions

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Helpdesk Apprentice (Triage Team - 1st Line)

Shuttleworth, Bedfordshire, UK

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Summary

Provided 1st-line support and troubleshooting, rapidly developing skills to manage 75+ weekly tickets and achieve industry certifications.

Highlights

Managed 75+ weekly service tickets, delivering remote troubleshooting for hardware, software, email, and connectivity issues.

Gained hands-on experience supporting diverse business environments, quickly adapting to new systems and client needs.

Achieved Level 3 IT qualification (Merit), CompTIA A+, and AZ-900 certifications during the apprenticeship, demonstrating rapid skill development.

Recognized for rapid development and promoted to the Escalation Team within one month of full-time hire, exceeding company expectations.

Consistently adhered to company SLAs, ensuring timely and effective resolution of support requests.

Holme Court Dyslexic Specialist School

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IT consultant

Cambridge, Cambridgeshire, UK

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Summary

Transitioned from Learning Support Assistant to IT Consultant, leading a major infrastructure migration and enhancing technology access for staff and pupils.

Highlights

Led the migration of the school's infrastructure to Microsoft 365 and Entra ID (Azure AD), planning and executing approximately 90% of the transition.

Procured, built, and deployed 10 new laptops, increasing the school's device fleet by over 100% (from 9 to 19 total) and significantly improving technology access for staff and pupils.

Successfully migrated and integrated the school's Behaviour Watch CRM into the cloud, ensuring seamless access and improved data continuity.

Provided ongoing support and troubleshooting for staff, contributing to a more efficient digital learning environment.

Education

University of Lincoln

Lincoln, Lincolnshire, UK
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BSc | Upper 2:1 Biology

Stratton Upper School

Biggleswade, Bedfordshire, UK
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A level (Grade B, Level 3) Biology

Stratton Upper School

Biggleswade, Bedfordshire, UK
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A Level (Grade B, Level 3) Psychology

Stratton Upper School

Biggleswade, Bedfordshire, UK
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A Level (Grade C, Level 3) English Literature + Language

Languages

English

Certificates

MD-102: Microsoft 365 Endpoint Administrator

Microsoft

CompTIA A+

CompTIA

Information Communications Technician (Support Technician): Level 3

Solveway

AZ-900: Microsoft Azure Fundamentals

Microsoft

Skills

IT Support & Operations

Technical Support, Helpdesk, 1st Line Support, 2nd Line Support, IT Operations, Troubleshooting, Remote Support, On-site Support, SLA Adherence, Process Improvement, System Monitoring.

Cloud & Identity Management

Azure AD, Entra ID, Conditional Access Policies, Microsoft 365 Administration, Device Lifecycle Management, Windows Autopilot, Microsoft Endpoint Manager, Cloud Security.

System & Server Management

Virtualized Infrastructure (Proxmox, VMware, Hyper-V), Windows Server (2016-2022), macOS, Linux, Microsoft 365 (Exchange, Teams, SharePoint), Active Directory, Group Policies, System Administration.

Networking

Network Infrastructure, FortiGate, Unifi, Draytek Firewalls, Fortinet Switches, VLAN Segmentation, Network Monitoring.

Project & Process Management

CRM Migration (Behaviour Watch CRM), Project Delivery, System Implementation, Client Management, Strategic Planning.

Hardware & Software

Hardware Troubleshooting, Software Troubleshooting, Email Support, Connectivity Issues.

Interests

Computer Gaming

Computer Building

Archery

References

Nathan Collins

Service Desk Manager, Node IT Solutions - CONTACT DETAILS AVAILABLE UPON REQUEST.

Anita Laws

Head Teacher, Holme Court School - CONTACT DETAILS AVAILABLE UPON REQUEST.