Customer Service
Customer-first support, clear communication, and confident stakeholder engagement.
IT Infrastructure | ITIL 4 | Microsoft 365
IT service professional focused on reliable, practical infrastructure support.
Certified ITIL 4 specialist with hands-on experience in service desk leadership, infrastructure support, incident resolution, Microsoft 365 administration, and user-focused delivery.
About
Service-minded IT support with a strategic edge.
I am an IT professional and certified ITIL 4 specialist with a strategic mindset and a track record of improving service design, delivery, and support. My qualifications in ITIL 4 Strategist: Direct, Plan and Improve, and ITIL 4 Specialist: Create, Deliver and Support, have strengthened my ability to build cohesive value streams and align IT operations with organisational goals.
I work best where I can streamline processes, communicate clearly, and help users and teams get reliable results from their technology. I am available for contract consulting roles with businesses looking to improve service management and digital product support.
Skills
Practical strengths for IT service delivery.
Issue Resolution
Methodical troubleshooting across 1st and 2nd line incidents, requests, and escalations.
Service Management
ITIL-informed process improvement, SOPs, value streams, and SLA-focused delivery.
Microsoft 365 & Azure
Microsoft 365 administration, cloud fundamentals, identity, security, and compliance awareness.
Team Collaboration
Strong interpersonal skills with the ability to work independently or as part of a fast-moving team.
Prioritisation
Organised workload management, prioritisation, and multi-tasking in busy service environments.
Experience
Recent roles and responsibilities.
June 2021 - Present
IT Infrastructure Service Officer Bridon-Bekaert The Ropes Group
Own technical challenges and infrastructure projects, support complex implementations, and visit company sites across the UK. Collaborate with the central IT helpdesk to report incidents, coordinate resolutions, deliver end-user training, and prepare manuals and SOPs while respecting SLAs and maintaining clear, timely communication.
June 2021 - Present
Service Desk Engineer Littlefish
Resolve 1st and 2nd line technical issues by phone, email, and live chat in a friendly and professional manner. Prioritise, progress, and monitor incidents and requests so they are resolved within agreed timescales.
February 2021 - June 2021
IT Service Desk Technician Keepmoat Homes
Provided effective 1st and 2nd line support in line with service levels, standards, and processes, working remotely and face-to-face with business users while maintaining a high level of customer service.
December 2018 - February 2021
IT Service Desk Analyst Polypipe
Collaborated with colleagues across operational departments and liaised with external hardware, software, and communications suppliers to deliver robust and timely solutions.
February 2017 - December 2018
IT Helpdesk Lead Nisa Retail
Performed detailed troubleshooting to identify root causes, followed standard operating procedures, escalated issues where needed, and documented all details in the help desk system.
March 2013 - May 2016
IT Support and Network Administrator "Tudor Vladimirescu" College
Provided IT support for teachers, students, and administrative staff. Planned hardware, application, and process requirements for matriculation activities, video monitoring, the Baccalaureate Exam, and National Evaluation.
Education
Academic background.
2006 - 2011
Bachelor of Computer Science
"Lower Danube" University, Romania
2001 - 2005
Computer Science
Mihail Kogalniceanu National College
Certifications
Achievements and certifications.
ITIL 4
Strategist: Direct, Plan and Improve
Demonstrates knowledge of aligning team objectives to organisational strategy, leading continual improvement, and supporting effective strategic direction.
ITIL 4
Specialist: Create, Deliver and Support
Covers planning, building, and integrating value streams and activities that create, deliver, and support IT and digitally enabled products and services.
ITIL 4
Foundation
Provides awareness of modern service management principles, culture, operating models, and continual improvement for technology-enabled products and services.
Microsoft 365
Enterprise Administrator Expert
Validates skills in evaluating, planning, migrating, deploying, and managing Microsoft 365 services, identities, security, compliance, and supporting technologies.
Microsoft 365
Fundamentals
Demonstrates understanding of Microsoft 365 options, cloud services, SaaS adoption, and Microsoft 365 cloud service implementation.
Microsoft Certified
Azure Fundamentals
Confirms knowledge of cloud concepts, service models, Azure architecture, security, privacy, compliance, and trust.
Testimonials
What colleagues say.
Karren Maycock
IT Solutions Design and Delivery Manager, Millgate
An incredibly professional, patient and knowledgeable engineer who it was my pleasure to work with. Alex's customer service skills were outstanding, which matched his work ethic.
Lee Frost
Supply Chain and Manufacturing, Polypipe
Alex's support throughout his tenure, specifically to my team, was first class. His knowledge, helpfulness, customer engagement, service, and positive approach helped him find quick and effective solutions.
Zoe Close Piggott
People Partner, Koncept Rail Solutions
Alex was always extremely helpful and a pleasure to work with. No job was ever too small, and he always had a smile on his face.
Dean Asher
Head of Technical and Customer Experience, Polypipe
I worked with Alex while at Polypipe. He is professional, helpful, and a real pleasure to work with. I would highly recommend his services to any organisation.
Contact
Let's talk about IT service improvement.
I am available for contract consulting and IT service management opportunities. Send a message or contact me directly by email or phone.